Why does my booking get cancelled after I get a booking confirmation notification?

Problem / Question

1. Why does my booking get cancelled after I get a booking confirmation notification?

2. Why do I get an accepted booking only for it to be declined later?

Solution / Answer

If your organisation is using our Microsoft 365 integration, you may find that you receive a booking confirmation notification followed by a cancellation notification. This can happen for the following reasons:

• Although the resource may appear to be available on the system’s calendar you’re booking from (for example, Microsoft Outlook), but it isn’t available on the other system’s calendar that you’re not booking from (for example, Matrix Booking). The resource isn’t available because:

  • it’s already booked;

  • or been set as unavailable;

  • or you don’t have access to the resource because you’re not in right user group.

• Your organisation’s business rules don’t match between Matrix Booking and Microsoft 365.

• The initial sync between Matrix Booking and Microsoft 365 as part of the integration didn’t successfully occur.

In all these cases, you need to:

1. Contact your IT team.

2. Ask them to check their Microsoft 365 logs.

3. Check the Microsoft 365 resource’s calendar for any historic or future bookings.

4. Follow the steps in our Microsoft 365 integration setup guide .

5. Link all your Microsoft 365 resources in Matrix Booking (rooms only).

6. If you have any future bookings against any newly linked resources, any existing future bookings between the two systems aren’t automatically synced. Raise a support ticket to let us know:

   • If you’re using either Matrix Booking or Microsoft 365 as your “master” resource booking system where the future bookings currently reside.

   • The date you want the sync to happen.

7. Our Support Team will sync the two systems for you so that your future bookings appear in both.