Missing Bookings
Can't find a booking you're looking for? This can be worrying, but bookings rarely disappear – they're usually just hiding in a different view or filter. Let's track them down.
Quick Search Strategies
Use the Search Function
The fastest way to find a booking:
Go to your Bookings dashboard
Use the search bar at the top
Search by:
- Customer name - Email address - Booking reference number - Phone number
Check Your Filters
Filters are the most common reason bookings seem to disappear:
Look for any active filters on your bookings page
Clear all filters to see every booking
Check the date range – is it excluding the booking date?
Common Reasons Bookings Aren't Showing
Wrong Date Range Selected
Your view might be limited to certain dates:
Check the date filter settings
Expand the date range or select "All time"
The booking might be outside your current view
Booking Status Filter
You might be viewing only certain booking statuses:
Check the status filter (e.g., Confirmed, Pending, Cancelled)
Select "All statuses" or clear the filter
Look for the booking in a different status category
Product or Experience Filter
If you have multiple products:
Check if you've filtered to a specific product
Select "All products" or clear the filter
The booking might be for a different experience
Location Filter
If you operate in multiple locations:
Check if a location filter is active
Select "All locations"
The booking might be at a different venue
Checking Different Booking Views
Calendar View vs List View
Switch between views to find your booking:
List view: Shows bookings in a searchable list
Calendar view: Shows bookings on specific dates
Check both views as some bookings are easier to find in one or the other
Archived Bookings
Old or cancelled bookings might be archived:
Look for an "Archived" or "Past Bookings" section
Check if there's an "Include archived" toggle
Search within archived bookings
Cancelled Bookings
Cancelled bookings are often hidden by default:
Check your filter settings for cancelled bookings
Look for a "Cancelled" tab or filter option
The booking might have been cancelled
Bookings from Different Sources
Channel-Specific Bookings
Bookings from different sources might be in different locations:
Direct bookings: Your website or manual entries
Channel bookings: Airbnb, Booking.com, etc.
Check if source filters are hiding bookings
Synced Bookings
If you sync calendars with external platforms:
Check if the booking originated from another platform
Verify calendar sync is working correctly
The booking might appear differently in synced views
Manual Bookings
Bookings entered manually might be in a different section:
Check if there's a separate "Manual bookings" view
Verify the booking was saved correctly
Look in any "Draft" or "Pending" sections
Checking Booking Status
Payment Status
Bookings might be hidden based on payment:
Unpaid bookings might not appear in standard views
Check for a "Pending payment" filter or section
Look in any "Awaiting payment" queue
Confirmation Status
Unconfirmed bookings might be separate:
Check for a "Pending confirmation" section
Look in any approval or review queues
The booking might need manual confirmation
Investigating Missing Bookings
Check Activity Logs
See what happened to the booking:
Go to Settings > Activity Log or Audit Trail
Search for the customer name or booking reference
Look for any cancellation, modification, or deletion events
Review Email Records
Confirmation emails can help track bookings:
Check your sent emails for the booking confirmation
Look for the booking reference in the email
Search your inbox for customer correspondence
Check Payment Records
Payment gateways keep records:
Log into your payment gateway (Stripe, etc.)
Search for the transaction by amount or customer
Find the associated booking reference
If a Booking Was Accidentally Deleted
Contact Support Immediately
If you believe a booking was accidentally deleted:
Contact support as soon as possible
Provide any details you remember:
- Customer name and email - Approximate booking date - Experience booked - Payment details
We may be able to restore the booking from backups
Check with Team Members
If multiple people manage bookings:
Ask if anyone modified or cancelled the booking
Check if it was moved or rescheduled
Verify everyone is looking at the same filters
Preventing Lost Bookings
Enable Booking Notifications
Make sure you're notified of all bookings:
Go to Settings > Notifications
Enable email notifications for new bookings
Consider enabling SMS notifications for urgent bookings
Regular Booking Reviews
Periodically check your complete booking list:
Clear all filters weekly
Review recent bookings
Address any pending items promptly
Maintain Good Records
Keep external records as backup:
Save booking confirmation emails
Note important bookings in your own calendar
Keep customer contact details accessible
Customer Says They Booked But You Can't Find It
If a customer insists they made a booking:
Gather Information
Ask the customer for:
Booking confirmation email (have them forward it)
Payment receipt or bank statement showing the charge
The date and time they booked
Which website or platform they used
Check Payment Gateway
Verify if payment was received:
Search your payment dashboard for their name/email
Look for the transaction amount
A successful payment should have an associated booking
Review Website or Platform
Determine where they booked:
Your direct website
A third-party platform (Airbnb, etc.)
Phone or email (manual booking)
The booking might be in a different system.
When to Contact Support
Reach out if:
You've searched everywhere and can't find the booking
The activity log shows unexpected changes
A customer has proof of payment but no booking exists
You believe there's a system issue affecting bookings
Contact us:
Email: [email protected]
Live Chat: Available Monday to Friday, 9am–5pm AEST
Include:
Booking reference (if known)
Customer name and email
Date and details of the booking
What searches and filters you've tried
We'll help track down the booking or investigate any issues.