A double booking happens when there are more bookings than rooms available in a room type for the same dates. Preno shows a red double booking warning on the grid.
When a double booking arrives through your channel manager or booking engine, Preno marks the incoming booking as Unconfirmed and pauses its automated guest emails and payments. This gives you time to resolve it. The guest may already have received confirmation from the channel they booked through, so act promptly.
Find the affected booking
Preno sends an email alert to your property's email address and an in-app notification. Click the red double booking banner on the grid, or use the double booking filter on the Bookings page.
If you can accommodate the guest
Make room for the full stay, for example by upgrading a guest to an available room type.
Open the unconfirmed booking and select Confirm booking.
Confirming allows eligible automated emails and payments to run according to your settings.
Make room first: confirming alone does not resolve the room conflict, and the red warning will remain if the booking is still overbooked.
Where possible, keep OTA bookings in their original room type. Changing the room type in Preno does not update the OTA, and a later channel modification can move the booking back.
If you cannot accommodate the guest
Contact the guest to explain the situation and arrange alternative accommodation or cancellation.
Open the booking and select Cancel booking.
For an OTA booking, also arrange cancellation through the OTA's extranet, following its cancellation process.
Cancelling in Preno does not cancel the booking with the OTA. Until it is cancelled there, the guest still has a valid reservation through that channel.
What happens to emails and payments?
While the booking remains Unconfirmed, automated guest emails and payments will not run. You can still email the guest or take payments manually.
After confirmation, Preno checks your automation rules and runs those that meet their criteria. An email whose scheduled time has passed may send late or be skipped, depending on the rule.
Other things to know
Double bookings created manually in Preno are not automatically marked as Unconfirmed.
An Unconfirmed status alone does not mean a booking is overbooked. Check for the red warning or use the double booking filter.
Preno does not send further reminders after the initial alerts. Check the filter for unresolved bookings.
An orange clashing booking warning means sufficient availability exists in the room type, but bookings need rearranging. See How to resolve a clashing booking.