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.

Two words first

A channel is an outside website where guests can also book your rooms — like Airbnb or Booking.com. Your dashboard syncs your calendar with these sites so they know which dates are free.

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 the Channels screen and look at the conflict queue — the list of open conflicts waiting for you.
2. Open the conflict to see both bookings side by side.
3. Choose one of the two ways to fix it:

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

Option 1 — Relocate the guest

Move one of the guests to another room that is free for those dates. Nobody loses their stay. If you have a free room, this is usually the kinder choice.

Option 2 — Cancel one side

Cancel one of the two bookings. Think before you choose which side:

• Cancelling the direct booking is between you and that guest.
• Cancelling the booking on the channel side (the Airbnb or Booking.com one) can carry penalties from that site — fees, or a lower ranking. Check that site’s cancellation rules before you choose this.

After you decide

Once you resolve the conflict — relocate or cancel — it comes off the open list. An empty conflict queue means nothing is waiting for you.

How to know it worked: the conflict is no longer in the open list, and the Calendar shows one booking per room, not two.

Tip: check the conflict queue every morning, together with the Today screen. A conflict handled the same day is a small phone call. A conflict found at check-in is two upset guests in your lobby.