Booking Import Issues

Booking Import Issues

If bookings aren't arriving, or arrive without guest details, work through these in order. Booking missing entirely? Jump to Booking not appearing. For the setup steps themselves, see setting up booking import.

Email import issues

Email import is how Staykey gets the guest's full name, the phone number on Vrbo, and the financials. If stays exist but show a generic guest name, or a Vrbo stay has no phone number, the email did not arrive or did not match.

• Forwarding address: Confirm your rule forwards to your organization's import address. To check it, open your account menu and choose Email import under Settings — the address is shaped like [email protected]
• Gmail activation: Gmail requires a one-time confirmation for a new forwarding address. Staykey usually confirms it automatically; if an item with an activation link appears under Needs review, click it once
• Forward, don't paste: Forward the original platform email. Quoted or pasted copies often fail to parse
• Unknown listing: The first email from a listing Staykey has not seen waits under Needs review on the Email import page. Assign it to a property once and it remembers
• Spam filters: Check that the forwarding rule is not being blocked by spam filtering

Calendar sync issues

• Feed URL: Verify the export URL is correct and publicly accessible
• Refresh interval: Feeds are re-checked hourly. Use Sync now on the calendar integration to pull immediately
• Blocked dates: Owner blocks and "not available" entries are skipped on purpose

Booking not appearing

• Property match: For email import, check Needs review for an unassigned listing. For calendars, confirm the feed is attached to the right property
• Date range: Very distant bookings appear once they enter the sync window
• Duplicate check: Look for the stay the feed already created — Vrbo shows the guest's first name, Airbnb a placeholder. When the email arrives Staykey renames that stay rather than adding a second one

Stays not updating

• Date changes: Once a calendar feed is connected, date changes come from the feed — at the next hourly re-check, or right away if you click Sync now. Without a feed, the forwarded email updates the dates within a minute
• Access codes: When dates change, access codes update automatically
• Guest links: Links stay valid while the stay is active

Supported platforms

• Airbnb and Vrbo: email import and calendar feed
• Booking.com and any other platform that publishes an iCal feed: calendar feed

Need help? If problems persist, contact support with your platform and the booking in question.