A booking appears on your Hostfully calendar, but you did not receive a Direct Booking Confirmation email or a reservation to process.
Why this happens. The Direct Booking Confirmation email is sent only for bookings made through your website checkout. Some bookings are created directly inside your Hostfully account instead. This usually happens when a team member enters a phone or email booking, places a hold, and sends the guest a Hostfully payment link. When the guest pays that link, Hostfully automatically changes the lead to Booked. These bookings never touch your website, so no confirmation email is expected for them.
What to check.
- Open the lead in Hostfully and look at how it was created.
- If the lead source is Hostfully UI, it was created directly in your Hostfully account. Nothing is broken. The booked lead in Hostfully is the reservation to process, and it shows as paid on its Hostfully order. Your Hostfully lead history shows which team member created it.
- If the lead source points to your website and you still received no confirmation email, contact support so they can trace that specific booking.