Reservation e-mails are usually sent directly from your booking channels to your reservation e-mail address, but this may not always be the case. If you are having trouble with a particular booking channel, the first step is to find out who is sending the reservation e-mails: the booking channel or the Channel Manager.
Find out who sends the reservation e-mails
There are a small number of booking channels that do not send reservation e-mails directly to you, and the reservation e-mail is actually being sent by the Channel Manager. Some common channels that this applies to are Booking.com, Expedia, and LateRooms/AsiaRooms LRConnect.
There are other channels though, so the easiest way to tell if the Channel Manager is sending reservation e-mails for the channel is:
Click Channels.
Under your Active Channels , click on the name of a booking channel to Configure it.
Go to Channel Settings.
If the booking channel requires you to enter a reservation e-mail address under Channel Settings , the Channel Manager is sending the reservation e-mails. In this case, ensure that the e-mail address is correct before continuing.
If there is no e-mail address in the Channel Settings , the Channel Manager is not sending the reservation e-mails.
Note: In this case, you should contact the booking channel to ensure that they have your correct reservation e-mail address. If the booking channel requires an e-mail alias so they can send an e-mail to your reservation e-mail and to Channel Manager, please contact support to obtain this alias.
General troubleshooting in your e-mail
There are also some basic troubleshooting steps you can take on your side if you don't find the problem using the previous steps:
Check if your e-mail address has no typos
Check your e-mail's spam folder regularly to ensure reservation e-mails are not there
Add any e-mail address that sends you reservations to your e-mail contacts (this will usually exempt that address from spam filtering)
To ensure e-mails sent by the channel manager do not get blocked, contact the Channel Manager support to find out the e-mail address we are sending reservations from and add it to your e-mail contacts.
If you are still unable to rectify the issue, contact the Channel Manager support for assistance.