Act Quickly on Duplicate Bookings
In exceptional situations, it may happen that two tourists book the same accommodation for the same dates at the same time. Even if both payments are processed correctly, the system marks one of those bookings with the status "Conflicted".
Knowing how to act will allow you to resolve the conflict quickly, transparently, and without affecting the customer experience.
Why the "Conflicted" Status Appears
The conflict arises when two bookings are confirmed almost simultaneously from your web (either with Avantio's booking engine or through integration on your page).
Example of the Process
Tourist A initiates the payment, it is processed correctly, and the calendar is blocked.Tourist B makes the payment in parallel; it is also processed correctly, but their booking goes to the "Conflicted" status, as the accommodation is no longer available.
For both travelers, the process is transparent: both complete the payment and receive a confirmation email. Therefore, it is essential to frequently check the Bookings with Pending Actions → To Resolve section in the VRMS dashboard.
How to Identify a Booking in Conflict
A notification will appear on the VRMS home screen, within the "To Resolve" tab.
You will receive a booking confirmation email, even if it does not appear in the usual planning.
How to Manage a Booking in "Conflicted" Status
You have several options to resolve the conflict:
1. Contact the Affected Tourist
Offer alternative dates.
Propose a different accommodation.
Manage the payment refund if there is no other option.
2. Move the Booking in the Planning
Right-click on the affected booking.
Select "Move Booking".
In the new period or accommodation, right-click and select "Paste Booking".
3. Confirm the Resolution
Once the booking is adjusted, click "Resolve" from the notification.
The system will record the booking with all associated data.
Assistant and System Improvements
The VRMS includes an explanatory pop-up when accessing a booking in "Conflicted" status. This assistant guides you step-by-step to reassign the booking in the planning or move it to another accommodation.
Additionally, you will receive automatic notifications whenever such a situation occurs.
Attention to Details
If the accommodation belongs to a shared gallery, a booking in conflict can hide the main listing on your web. This means that, during the search for those dates, the accommodation will not appear as available, even though others in the same gallery are.
Helpful Tip
Check the "To Resolve" section daily to act quickly.
Contact the affected tourist as soon as possible: a quick response builds trust.
Always have alternatives ready (other accommodations or dates) to offer immediate solutions.
Now that you know the procedure, take a few minutes to review the "To Resolve" section and establish internal protocols to act immediately. This will ensure efficient management and maintain the trust of your guests.
Frequently Asked Questions
Does the tourist whose booking is in "Conflicted" status receive confirmation?
Does the tourist whose booking is in "Conflicted" status receive confirmation?
Yes. For the guest, the process is transparent, and they receive the confirmation email even though the booking is not yet resolved.
What happens if I don't resolve the booking in conflict?
What happens if I don't resolve the booking in conflict?
It will continue to appear in the "To Resolve" section, and if the accommodation belongs to a shared gallery, it may affect the visibility of the main listing.
Can I move a booking in conflict to another accommodation?
Can I move a booking in conflict to another accommodation?
Yes. You can do this from the planning, moving it and pasting it into a new available accommodation.
What happens with the affected tourist's payment?
What happens with the affected tourist's payment?
The payment is processed correctly. If you cannot offer alternatives, you will need to manage the refund.
Does the system always notify of these types of conflicts?
Does the system always notify of these types of conflicts?
Yes. You will receive alerts both in the VRMS dashboard and by direct notification.