A reservation was created even though you had restrictions, availability rules in place or another reservation booked? In this article, we’ll explore why this might happen, what to check, and how to report the issue if needed.
Common issues
This can be caused by:
Restrictions not correctly applied — The rate plan may not have been closed, or restrictions (like minimum stay or closed to arrival) weren’t active for that plan.
Accommodation links overriding settings — If a linked room (e.g. cottage + room) isn’t configured properly, restrictions may not apply as expected.
A booking was manually created — Manually added bookings will bypass restrictions by design.
Rate plan or room not synced correctly with an OTA — If an OTA sends a reservation but the setup between the OTA and Amenitiz is incomplete or out of sync.
Step-by-step guide
1. Check for restriction-related issues
Start by reviewing if restrictions were properly set on the affected rate plan.
Go to the booking → Summary tab and identify the rate plan.
In your Inventory, check if:
The rate plan was closed for the affected dates.
Any relevant restrictions (e.g. minimum stay, closed to arrival) were in place.
If the booking involves a linked room (e.g. a cottage composed of two rooms), go to Property → Accommodation and check that the link configuration is correct.
👉 Example
You’ve closed a rate plan for a specific weekend, but a booking still came through. When you check, you realise the restriction was applied only to one room, and the linked cottage remained open.
2. Check if the room was already booked
If you’re dealing with what looks like an overbooking, start by checking whether the room already had a confirmed reservation for those dates. The room should have been unavailable — but depending on your setup, it might not have been handled as expected.
Look at the calendar view for those dates—was another booking already in place?
Check the source of each reservation (you’ll find this in the Summary tab).
📌 Note
Overbookings can happen if restrictions weren't correctly applied, if rooms are linked in a way that bypasses availability, or if the reservation was created manually or via an OTA sync issue. Use the steps below to understand how to proceed.
3. What to do depending on the source of the booking
Manual reservation — This was created directly by you or your team. Manual reservations override restrictions, so no further action is needed.
Amenitiz (website) booking — If restrictions were properly set but the booking still came through, double-check your rate plan and accommodation settings.
If everything looks correct and the issue remains unclear, go to the next section to report the issue.OTA reservation (e.g. Booking.com, Airbnb) — Go to the OTA extranet and verify:
That the rate plan and room are correctly linked to Amenitiz.
If everything looks fine but the booking still bypassed your setup, go to the next section to report the issue.
Still having issues?
Contact us and our support team will be happy to help.
Please send us the following information:
🟢 Original booking
Booking ID: [Enter booking ID]
Booking date and time: e.g. made on [DD/MM/YY] at [HH:MM]
Check-in / Check-out: From [DD/MM/YY] to [DD/MM/YY]
Source: [Booking.com / Airbnb / Amenitiz / Manual]
Room booked: [Room name]
🔁 Second booking (same dates)
Booking ID: [Enter booking ID]
Booking date and time: e.g. made on [DD/MM/YY] at [HH:MM]
Check-in / Check-out: From [DD/MM/YY] to [DD/MM/YY]
Source: [Booking.com / Airbnb / Amenitiz / Manual]
📌 Note
If either reservation came from an OTA, please also include a screenshot of the booking details from the OTA extranet. This helps us compare the information the channel sent with what Amenitiz received.