Channel conflicts — when a room gets booked twice

This article explains the conflict queue on the Channels screen: what a conflict is, why it happens, and how to fix one.

Hotel workspaces only

Channels shows in the menu only in a hotel, villa, or apartment workspace. A space workspace (meeting rooms, desks, studios, services) has no Channels screen and no conflicts. If you do not see Channels in your menu, you can skip this article.

Two words first

A channel is an outside website where guests can also book your rooms — like Booking.com, Agoda or Airbnb. Your dashboard syncs your calendar with these sites so they know which dates are free. Setting one up is covered in Connecting Booking.com and Agoda.

A conflict is the bad case the sync could not prevent: the same room got booked twice for overlapping dates — once directly (through your dashboard or your website), and once through a channel. That is a real double-booking. Two guests, one room. It needs a human decision — yours.

When you see a conflict

1. Open Channels in the menu and find the Channel conflicts card. The list below it is the conflict queue. It shows open conflicts first.
2. Read the row. It shows the Resource (the room), the Channel, the Conflicting stay window, the Colliding booking (the ID of your direct booking), and when it was Created.
3. Press Resolve at the end of the row.

📸 Screenshot to add: the conflict queue on the Channels screen

To see conflicts you already resolved, change the Status filter and press Apply filter.

The dashboard does not move guests or cancel bookings for you. You do the real work first, on the channel’s own website or in your own system. Then you tell the dashboard what you did. The box that opens says this: “Pick the resolution that already happened, not the one you intend to do next.”

Option 1 — Relocate the guest

Move the direct guest to another room that is free for those dates. Do this first, outside the conflict queue. Nobody loses their stay. If you have a free room, this is usually the kinder choice.

Then press Confirm: mark relocated. This marks the conflict as resolved. It does not change the booking itself.

Option 2 — The channel booking is cancelled

The direct booking stays. The booking on the channel side (the Airbnb or Booking.com one) is cancelled on that site. Cancel it on that site first.

Then press Confirm: mark cancelled.

Caution

Cancelling on the channel side can bring fees or a lower ranking for your listing on that site. Check that site’s cancellation rules before you choose this. Press Confirm: mark cancelled only when the cancellation is done.

To stop without choosing, press Never mind.

After you decide

When you confirm, the row leaves the open list. A green message says “Conflict resolved — relocated.” or “Conflict resolved — cancelled.” An empty queue says “No open conflicts — channels in sync.”

You cannot reopen a conflict after you resolve it. If someone else already resolved it, the dashboard tells you, and the row leaves your list.

How to know it worked: the conflict is no longer in the open list.

Tip

The Home screen shows a red bar at the top if there is an open conflict, for example “1 open channel conflict — a guest may be double-booked. Resolve now.” Press the bar to open the queue. You do not need to remember to check Channels on your own. When you see the bar, resolve it the same day. A conflict handled the same day is a small phone call. A conflict found at check-in is two upset guests in your lobby.

Next steps

• Home and Schedule — where the conflict bar appears.