What is an unconfirmed reservation?
If a payment issue occurs during the checkout process for a direct booking, the reservation may be created as unconfirmed. The reservation will remain pending for a short time before its status changes to unconfirmed. Your guest will not receive a confirmation e-mail until you confirm the reservation.
⚠️ Unconfirmed reservations only apply to direct bookings made through your booking engine.
Confirm or discard unconfirmed reservations
Find unconfirmed reservations in My Apps > Direct Booking. While unconfirmed, the reservation will not appear in My Apps > Front Desk.
You will not receive an email notification for unconfirmed direct booking reservations.
If you have any unconfirmed reservations, you will see an Action required notification.
To confirm or discard an unconfirmed reservation:
My apps > Direct Booking > Reservations
If you have unconfirmed reservations, you will see an Action required notification at the top of the page.
Click on Show me to view the reservations that need action.
Check your payment gateway to confirm whether the payment has been received.
Check that you still have inventory available for the reservation dates.
Tick the reservation and click Actions.
Select Confirm reservation if the payment has been received and inventory is available.
Select Discard reservation if the payment has not been received or you no longer have inventory available. This will permanently remove the reservation.
⚠️ Confirming a reservation may not automatically reduce your inventory. Check your inventory levels before and after confirming.
Before you discard an unconfirmed reservation
We recommend contacting the guest before discarding their reservation to let them know why it cannot be confirmed — for example, because their payment was unsuccessful or the room is no longer available.