Date: Wednesday, 15 July 2026
​Status: Resolved

We identified an issue affecting a background process responsible for refreshing our Booking.com authentication token. As a result, updates to Availability, Rates and Inventory did not synchronise with Booking.com between 12:07 am and 8:14 am AEST.

As soon as the issue was identified, we manually refreshed the authentication token and restored the service. To ensure all information was current, we also resent a full set of Availability, Rate and Inventory updates for all Booking.com connections.
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Booking.com reservations are delivered through a separate process and during the incident, our monitoring showed that reservations continued to be received, which initially indicated that reservation delivery had not been affected. It was confirmed later in our investigation that reservation delivery was impacted for some clients during the outage.
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Our Engineering team completed a detailed investigation and identified the root cause as a rare race condition. This is a rare timing issue where two background processes tried to update the same information at the same time, preventing the authentication token from refreshing correctly. It prevented the Booking.com authentication token from refreshing successfully.

To improve our response, we have introduced an additional automated health check that runs every five minutes. This allows us to detect the condition sooner and begin restoring the service more quickly if it occurs again.

We sincerely apologise for the inconvenience this caused.

If you have received a Booking.com reservation that you are unable to accommodate as a result of this incident, please provide the booking reference to your Account Manager. We will work with Booking.com to help minimise the impact on your business.