Booking.com and Expedia will always send notification emails to you whenever a reservation is booked, updated or cancelled. Normally when a reservation is created on an OTA, it gets picked up by the Hop channel manager and placed into your PMS automatically. Any subsequent updates or cancellations will then also be automatically actioned within the PMS without the need for human intervention.
If you have received a booking notification and you cannot locate the booking in Hop this is normally due to a temporary outage in our channel management system or on the OTA itself, meaning Booking.com and Expedia have their own outages. Therefore, you will need to manually enter, edit or cancel the booking in Hop. These outages are rare, but if you notice this happening frequently please notify the Support Team so we can investigate for you.
Please note - any cancelled bookings that were created before you came to Hop (within your previous PMS system) will need to be cancelled manually in Hop. This is due to data migrated bookings being made in another PMS system and have now been moved over to Hop, no longer have that connection link as it was made with another channel manager.
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