When the system refuses

This guest is already booked here for these dates

A live booking for the same name or phone overlaps these nights. Find it — it is usually the channel booking you could not see. An administrator may book anyway.

The booking form asked, before taking the booking, whether a live booking at this hotel on an overlapping night exists for a guest of this name or this phone. It found one, and the refusal lists it — reference, dates, and whether it has a room.

The New booking form refusing: Already booked, the existing booking with its dates and that it is waiting for a room, and the administrator's override.

Already booked — the booking it found: source, dates, room type, and *waiting for a room* or the room it has. *Open* takes you to it.
This is a different guest — an administrator's tick. Recorded on the booking it makes.

Why it refuses

On 14 September an Agoda booking arrived, was mis-filed under another guest's name, and the desk — unable to find it — took the same guest again by hand: a second room for the same night at rack rate, which the audit would have no-showed and reported to the channel. The check exists so that a booking the desk cannot *see* is at least one the desk is *told about*.

Do this

Open the booking in the refusal. If it is the same guest, it is the booking — give it a room if it has none (see **Bookings that have no room yet**), or check the guest in on it.
If it is genuinely somebody else — two Rahul Sharmas do arrive on the same day — an administrator may choose Book anyway. That choice is recorded on the booking that results, against the login that made it.

What it matches, and what it does not

Two names agree when they share a word — "Upadhyay Ankit" and "Ankit Upadhyay" are one person; titles (Mr, Dr, Shri) and initials do not count. Phones agree after normalising. Email is deliberately not used: OTAs send their own address on every booking, and it was an address that started all this.

More in When the system refuses

It refused. Start here.How to read a refusal, and the three kinds this system gives. That room is already occupied for those datesSomebody else is in it for at least one night of the range. There is no override. The room is vacant-dirtyHousekeeping has not released it. A manager may override, and housekeeping is told. The folio carries an outstanding balanceCheck-out refused because money is owed. Three legitimate answers, all recorded. Cannot amend: minimum stay, maximum stay, closed, stop sellThe dates you asked for hit a restriction on the rate plan. A manager may override. Cannot move, and the administrator overrideRoom moves refuse for four reasons. Two can be overridden and two cannot. That room is blocked for those nightsSomebody blocked the room from the chart. The refusal says the dates, the purpose and who. Open the block or pick another room. The rate comes from somewhere you cannot type overA contract or a channel set this price. That is the system protecting an agreement. A reason is requiredCancellations, voids, comps, overrides and moves all need one, and it comes from a list. Day end will not close the dayEither the day has not happened yet, or a shift is still open. That module is not part of this subscriptionThe hotel group does not hold that module. Only Asar can switch one on. That link is not liveOne sentence for three cases: unknown, already used, and lapsed. Wrong hotel ID, username or passwordOne sentence for all three, and the one people actually get wrong is the hotel ID. The Aadhaar or PAN is not validA format check at the desk, not a lookup against any government service. It needs a company or an agent firstA booking billed to somebody else needs that somebody on file. The dish, category or outlet will not saveEvery one of these is a field the form needs and does not have.