Skip to main content
Where Is My Booking?

Troubleshooting your host calendar to show or sync a missing guest booking

Isa avatar
Written by Isa
Updated over a week ago

If you have added your rental calendar(s) to Turno but still find that a booking from your guests is not appearing on your schedule and generating a project, there could be a few reasons for this.

To help you resolve this issue, we have outlined some steps that you can take. Continue reading to learn more. ✨

🔁 Manually forcing a sync

Turno automatically syncs to your iCal calendars to pick up any updates (canceled bookings, new bookings) once every 2 hours. When it comes to the data from channel managers or other platforms you connect with via API integration, we sync with your calendar once every 6 hours. So, if your booking is more recent than that, our system may not have picked it up yet.

To make a recent booking import to Turno, you can try manually forcing a sync.

Syncing manually on your schedule page 📆

There is a button on the Schedule page of your host account that you can use to manually force an iCal sync before the automatic sync. You can find it at the top right of your schedule, it looks like two circular arrows. Click it to force a sync, then in "Sync again now" to confirm, like so:

(You must be logged in to your host account for the button above to work)

If you have many properties and bookings, this sync may take a few minutes, but your new bookings should show after it's done.

Syncing manually on your integration page 📌

With API integrations, there's also a way to manually force a sync, which you can initiate by going to your Integrations page. Once there, find the platform you're importing your bookings from, and click the "Update" button:

This will take you to your properties list. Double-check them to see if they're selected to be imported, then scroll down to the bottom of the page and click on "Link # listings", and a manual sync will be made. After that, your schedule should be updated soon, but don't forget that the time may vary depending on the number of properties and bookings you have.

(You must be logged in to your host account for the button above to work)

⚠️ It's important to keep in mind that depending on your booking platform, there may be a limit as to how long into the future we can sync bookings from that can vary from 2 to 9 months.

🚫 Allowing Turno to import blocked dates

Sometimes, a rental calendar may have blocked dates in it or dates where your calendar was marked as 'not available'.

If your calendar is from one of our supported platforms and it has blocked dates, Turno will not sync them by default. To bring them through, go to the Calendars tab in your property's settings (see the guide Syncing a rental calendar). Below the name of the platform the calendar is coming from, you will see the option to import blocked dates. Click on the box to the left to switch it on.

"For [rental platform] calendars, import non-[rental platform] events from my [rental platform] calendar. This option will import blocked dates from your [rental platform] calendar and will assign cleanings to them."

⚠️ If you sync from multiple rental platforms, we suggest adding each of your calendars individually to your property instead of relying on the option to sync with blocked dates. This approach ensures full support and that cleaners don't miss any bookings or end up with double projects.

💡 I tried manual sync, but the booking is still not there

A typical scenario where a booking doesn't import is when a reservation is booked too late in the day for the very next day. These bookings will not sync on Turno and, in turn, will not generate a cleaning project. Since the system doesn't sync past bookings, it will not import on later dates either.

In other words, if a booking is created and starts before the next automatic sync happens, Turno may not pick it up. So we recommend you sync your calendar manually as soon as you receive a booking scheduled to start in less than 2 or 6 hours, depending on whether you sync via iCal or API integration, to make sure it comes through and generates a cleaning project.

But if you cannot do that in time and need a cleaning, don't worry, you can still create a manual project on your schedule and have it sent to your cleaners. You can check all the steps in this article here: ⬇️

📚 Read More

Did this answer your question?