Troubleshooting and FAQ

#Bookings and the front desk

Why can’t I check this guest out?

With Block Checkout with Balance on, a guest who still owes money can’t be checked out. Open the invoice, take the payment or correct the charges, then check out.

The room I want isn’t offered when I create a booking.

Only rooms free for every night of the stay are offered. Another booking or an Out of Order block is in the way on at least one night. Look at that room’s row on the calendar, or shorten the stay to find the busy night.

Today’s arrivals look wrong, or yesterday’s guests are still showing.

Roomsy works on the selling date, which only moves when the night audit runs. If the audit didn’t run, the property is still on yesterday. See Night audit and check the timezone in General Information.

I see the same charge twice on the invoice.

If your front desk posts room charges by hand, turn off Post room charges automatically in Night Audit settings. Otherwise the audit adds its own room charge on top. Delete the duplicate from the charge row’s ⋮ menu.

#Online booking and OTAs

Why isn’t a date bookable on my booking engine?

• The rate plan doesn’t have Show in online booking engine turned on.
• There is no price (or a price of 0) on that date in the rate calendar.
• The date is stopped (Online unticked), closed to arrival, or the stay is shorter than the minimum stay.
• No room of that type is free for the whole stay, or the online allotment is used up.

An OTA shows different availability or prices from Roomsy.

Make sure each OTA room and rate is mapped, then click Full Sync in Settings → Integrations → Channex. Don’t edit prices or availability directly in the OTA extranet: the next sync overwrites them. See Connect OTAs.

An OTA booking didn’t arrive.

Check that Receive OTA bookings the moment they are made is on. Otherwise bookings arrive with the 5-minute sync. To pull in one booking, use Import OTA Booking Manually with its Booking Revision ID from the Channex dashboard. If it still doesn’t appear, contact support with the OTA reservation number.

#Payments and emails

The card payment failed with a gateway error.

Check that the gateway keys in Payment Gateway settings are your live keys and a full secret key (not restricted or test keys). If the error mentions a decline, the guest’s bank refused the card. Ask for another card. See Connect a payment gateway.

A guest didn’t receive their confirmation or invoice.

• Check the guest has an email address on their profile and that it is spelled correctly.
• Check the relevant switch is on in Settings → Features → Email.
• For online bookings, check Do Not Send Email Confirmation is off in the booking engine settings.
• Open the booking’s History tab. It records every email sent. Ask the guest to check their spam folder.

#Account and access

I forgot my password.

Click Forgot password? on the sign-in page and we’ll email you a reset link. For a lost two-factor device, see Team, roles and security.

A team member can’t see a page or button.

Their role doesn’t include that permission. Check their role in Settings → Company → Team and its permissions in Roles.

How do I add another property or change my plan?

See Managing more than one property. Owners change their plan in My Account → Subscription. Plans and prices are on our pricing page.