Two bookings for the same dates: what should I do?

When two bookings overlap on the same property, act quickly and in this order: identify the booking that came first, contact the guest who needs rehousing before they find out for themselves, offer them a solution (other dates, another property, a refund), then fix the cause. GDA Kraft Booking does not import an iCal event that overlaps a booking already in place: it counts it as a conflict in Planning & rates › Syncs › History & alerts. The more time there is before arrival, the more solutions you have.

Step 1: confirm the conflict

1. Open Kraft Booking › Planning & rates, Syncs tab: in History & alerts, the "Created / Updated / Cancelled / Conflicts" column shows whether an imported event was skipped. The platform's booking then does not appear on your site: compare the platform's calendar with the booking shown in Kraft Booking › Bookings (made on your site or imported as an external block from another platform).
2. Check that it is a real overlap: a departure and an arrival on the same day are not a conflict, as the night of departure is not occupied.
3. Note the time of each booking: on your site in the booking record, on the platform in its interface.
4. Check that the external block is not out of date (deleted listing, old feed).

Step 2: decide which booking to honour

If the booking to cancel is on your site and, under French law, the sums paid are arrhes, the professional who withdraws from a contract with a consumer must pay back twice the amount (a rule that applies in France only): see Deposit or arrhes: what is the difference?. Get advice if in doubt.

Step 3: let the guest know

Call them if possible, then confirm in writing. Example message:

Hello, we have found a calendar problem with your stay on [dates]: these dates were booked twice following a sync delay between platforms. We are very sorry. We can offer you [other dates / an equivalent property / a full refund of your payment]. Let us know what suits you best; you can reach us on [phone].

Stick to the facts, offer at least two options and give a deadline for replying.

Step 4: refund or change

• Refund of a booking paid online: through Kraft Pay, with the service fee refunded pro rata; then issue a credit note from the booking file's 04 Documents tab. See Refund a booking.
• Changing dates: check real availability on every platform before confirming.
• Platform booking: cancellation is done on the platform itself; the block disappears from your site the next time the feed is read.

Keep a written record of the exchanges and of the amounts refunded.

Step 5: remove the cause

A conflict almost always comes from the iCal sync delay or a misconfigured feed. Check:

1. that each imported feed is syncing (recent last sync date): see An Airbnb booking is not blocked on my site;
2. that your site's export URL is registered on each platform;
3. that the WordPress scheduled task runs regularly;
4. that buffer days and an immediate deposit are in place.

Preventive measures are detailed in Avoid double bookings.

Frequently asked questions

Can GDA Kraft Booking completely prevent double bookings?

It blocks dates booked on your site immediately and re-reads iCal feeds every 15 minutes, but no iCal-based tool removes the risk entirely, because the platforms re-read your calendar at their own pace.

Which booking should I keep?

Generally the oldest one. Also take into account each platform's terms, your own terms and the guests' situation.

Should I cancel on Airbnb or on my site?

Cancel where the booking was made. An Airbnb booking is cancelled on Airbnb, under its rules for hosts; a booking on your site is refunded through Kraft Pay.

Will the external block disappear on its own after cancellation on the platform?

Yes, the next time the feed is read. You can click Sync in Planning & rates › Syncs to speed up the update.