Provider Help Center

We aim for you to pick up transactional XML messages – about new reservations, modifications or cancellations – as soon as we send them to you.

• If you use OTA, ‘picked up’ means that we’ve received an acknowledgement message from you when you’ve successfully retrieved the transactional message
• If you use B.XML, ‘picked up’ means you’ve downloaded the reservation, as there’s no acknowledgement process for B.XML requests

If you use OTA, by default we need to receive the acknowledgement message within 30 minutes of the transactional message becoming available. If we don’t receive it by then, we consider the reservation to be at risk and we start the fallback process . This means we send the property an email containing the transactional message information, so that they can manually update the reservation details on their system.

We understand that this creates additional work, and we’re keen to help you reduce that. That’s why you can increase the time you have to acknowledge the transactional message from 30 minutes to 24 hours. If we receive the acknowledgement message within 24 hours of the transactional message becoming available, we won’t start the fallback process.

The extended 24-hour acknowledgement period will apply to all reservations except same-day and next-day reservations. We define this based on the time the reservation is made and the property’s check-in time, both using the property’s local time.

Keep in mind that extending your acknowledgement period can increase the size of your reservation queue and the number of overbookings you experience. If you’d like to activate this feature, you need to contact us first so that we can make sure it’s right for you.