A Booking.com booking that doesn't show up in Smoobu usually means the channel connection has dropped or the property is mapped to the wrong listing. The fastest check takes a minute: open Home and look at the Channel Status card, then open Channels and confirm each property is mapped to the right Booking.com listing. New bookings also need a few minutes to import, so a very recent one may simply still be on its way.
First, check
- Was the booking made before you connected Booking.com? Smoobu imports genuine bookings with current or future stays, but not manual bookings, blocked periods, or past stays. See "Bookings from before you connected are missing" below.
- Are you still setting up, and a listing won't map? That's a connection problem, not a sync problem. See for the fix (usually a missing cancellation policy on the rate plan), or if the listing stands for several identical rooms.
- Are dates blocked in Smoobu and you can't see why? See .
A new booking hasn't appeared in Smoobu
Booking.com bookings import within minutes, not instantly. If a booking is still missing after 30 minutes:
- Open Home and check the Channel Status card. If Booking.com shows an error, the connection dropped; re-establish it via .
- Open Channels and confirm the booking's property is mapped to the right Booking.com listing. An unmapped or wrongly mapped property receives nothing.
- If the connection and the mapping both look right, contact Smoobu Support with the booking's details.
Bookings from before you connected are missing
Only your real present and future Booking.com bookings import when you connect. Bookings for past stays don't import, and neither do manual bookings or blocked periods you placed on Booking.com directly. Enter those in Smoobu by hand, or you risk an overbooking on those dates. If you need past-stay bookings in Smoobu for your records, contact Smoobu Support; they can import them from a spreadsheet.
Imported bookings show "Overbooking" or "1 guest"
Bookings that already existed on Booking.com when you connected can import with the status Overbooking and show 1 guest. Both are leftovers of the import, not real problems. The Overbooking status means the booking existed before Smoobu started managing the calendar; search the guest's name in Smoobu's top search bar to confirm it imported correctly. The guest count isn't part of Booking.com's initial import, so Smoobu shows 1 guest by default; edit the booking to set the real number. Bookings made after the connection is live carry the correct count. More detail: My imported bookings look wrong (Overbooking / 1 guest): did something break?.
Bookings from one rate plan never arrive
Smoobu syncs with one Booking.com rate plan only, usually your Standard rate. If bookings made on another rate plan (Non-refundable, Flexible, and so on) aren't appearing in Smoobu, that rate plan likely isn't linked to your connectivity provider on Booking.com's side. Check it in the Booking.com Extranet under Rates & Availability > Calendar: if the rate plan is labelled Not-XML with the sentence "You will receive reservations via email", it isn't linked. Contact Booking.com Partner Support and ask them, in these words, to "set the rate plan up as an XML res rate with follow restrictions and follow open/closed enabled". After Booking.com confirms, those bookings start importing.
One booking shows up on two different properties
When a single Booking.com booking appears as two Smoobu bookings on two different properties, the listing was first mapped to the wrong property (the booking imported there), then re-mapped to the correct one (it imported again). Smoobu doesn't automatically remove the first, incorrect import. Cancel the wrongly imported booking; the correct one stays. A cancelled booking still counts in your statistics, and you can't archive bookings yourself. If you don't want the cancelled duplicate affecting your statistics, ask Smoobu Support to archive it for you. Smoobu Support can also confirm which booking is the duplicate from the import history if you're not sure.
Dates are open in Smoobu but Booking.com shows them closed
Smoobu writes only the Rooms to Sell value on Booking.com (1 or 0). Booking.com's Room Status and rate-plan status are separate, and Smoobu doesn't control them. Work through these checks:
- In Smoobu, open Pricing > Settings > Availability settings. Is the date range open, and does it cover the dates the guest wants?
- In Pricing, have you entered prices for those dates?
- In the Booking.com Extranet, go to Rates & Availability > Open/Close rooms. Are the rate plan and the room status both open? Open them there directly if not. Use the desktop Extranet for this; the Pulse mobile app can't open Room Status.
Dates are open in Smoobu and the Extranet, but guests still can't book them
Smoobu's part is already done: it sends availability to the Extranet right away. The remaining delay is Booking.com propagating the change from the Extranet to the guest-facing page, on its own schedule. First check there's no minimum length of stay hiding the dates (a 2-night minimum hides single nights) and that the rate plan and room status are open in the Extranet. If everything is open there and the public page still lags, contact Booking.com Connectivity support; Smoobu can't speed up Booking.com's public-page update.
Closed dates keep reopening on newly connected rooms
If availability on newly connected Booking.com rooms won't hold and dates keep reopening after you close them, this can happen when those rooms' existing bookings were added to Smoobu from a spreadsheet rather than imported directly from Booking.com. Normal availability sync won't hold in that case. Contact Smoobu Support and ask for a one-time initial availability push for the affected rooms; Smoobu then re-pushes the correct availability so the closures stick. Keep an eye out for overbookings on those rooms until it's done.
Check it's fixed
The booking appears in your Bookings list with the channel shown as Booking.com, and as a booking bar on the right property's row in the Calendar. To confirm the connection works in both directions, block a date in your Smoobu calendar: within a few minutes it shows as unavailable in your Booking.com Extranet.
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Still stuck?
If these steps didn't fix it, contact the Smoobu team: open the Help menu to open a ticket or book a call slot, or use the chat bubble in the bottom-right corner. To get the fastest answer, please include:
- Your Smoobu User ID (in the profile-icon menu, top right).
- The property name or ID, if it's about one property.
- The Booking ID, if it's about one booking (Bookings, then View more).
- The channel name, if it's about channel sync (Booking.com, Airbnb, Vrbo, and so on).
- A short step-by-step: what you did, what you expected, and what happened.
- Screenshots or a short screen recording of the problem.
- Your browser and operating system, if something looks wrong on screen.
Comments
9 comments
we allredy linkt booking but our account is change so we want to chance and updat our new account
Hi there! Not sure if you changed your Booking.com or your Smoobu account. I'm sending you a private message to clarify this and help you connect :)
Booking.com is saying my calender is closed from 2nd September again! Please can you sort this ASAP, as it’s happened twice now where I think it’s open but booking.com says closed, please also check Airbnb.
Hi Katrina,
We have created a ticket in your name and an agent will get in touch with you shortly. We'll have to double check your availability settings.
Best,
Marianne
I’m nit Sure what my problem is. I did change the rate plans but I’m not sure booking shows them Can you help me please?
Please help me with this. I changed rate plans in booking.com and now booking shows “non price” in the calendar. Thanks in advance.
I have done all of the above and even disconnec ted and reconnected booking.com but apartments 4 and 7 only keep close on Booking.com.. All other units are fine, can you please help? Thanks Emma
Can you come back to me on this, flats 7 and 4 Chancery Quarters keep closing within Booking.com as no inventory and I really need this fixed as it is affecting my income for the building. I have raised this before and no one at Smoobu seems to be dealing with it. Booking.com have said the fault is your end and you need to contact them.. PLEASE HELP URGENTLY!
Hi Emma
Thanks for bringing this to our attention and we have responded to your ticket :)
Kind regards
Team Smoobu
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