Assignment conflict: Booking without a matching room
Why a booking for a room category was not assigned to any room and how you solve it with "Choose a room" or "Assign anyway".
Updated on November 13, 2026
If you work with room categories, Xentra automatically places every booking of a category into a free room in that category. If no room in the category is free for the entire stay and Automatic upgrades are turned on for the hotel, the guest receives an upgrade to a better category (see below). If a room is free but set for fewer guests, upgrades are off, or the upgrade does not work either, Xentra temporarily parks the booking in a room and reports an Assignment conflict: by email, in the bell, and in the calendar under Action needed, section "Assignment conflicts".
The two reasons
- No room free: A room in the category would have space, but it is not free for the entire period.
- Too many guests: No room in the category is set for this many people. The row then says how many people the booking has and how many the category allows; the booking says "Conflict: too many guests". Adults and children are counted, toddlers are not. If a portal reports a toddler as a child, it counts.
How you resolve the conflict
- Calendar, Action needed, section "Assignment conflicts".
- For the booking, "Choose a room" and select the room.
- If the room is set for fewer guests, Xentra asks. If the guests still fit there, you confirm with "Assign anyway".
"Assign automatically" never occupies a room above its set number of people and never a room of a lower category. If there are too many guests, only "Choose a room" or checking the number of guests in the portal helps.
Automatic upgrades
If no room in the booked category is free for the entire stay, for example because a different room would be free each night, Xentra places the guest at the booked price in a free room of a better category of the same hotel. Better means: The category holds at least as many guests and costs at least the same for every night of the stay. If several come into question, Xentra takes the cheapest one. This is a fixed rule upon receipt of the booking, not AI. The booking then says "Upgrade", and in the calendar under Action needed, the section "Upgrades" shows these guests for seven days.
The number of guests alone never triggers an upgrade. If a room in the booked category is free for the entire stay, but set for fewer guests (for example because the portal additionally sold a child in a cot), the guest stays in their category: The booking lands in Action needed as an assignment conflict, and you decide with "Choose a room" whether the guest still gets into this room. If, on the other hand, no room is free for the entire stay, the guest gets the upgrade even with more guests, into a room that holds that many guests.
Move guest back to the booked room: Calendar, Action needed, section "Upgrades", for the booking "Move guest", select the room. If it is set for fewer guests, you confirm with "Assign anyway".
Turn on and off: Units, click the pencil for the hotel, "Edit hotel", toggle "Automatic upgrades". New hotels have it turned on. If it is turned off, such a booking lands in Action needed as an assignment conflict, and you assign the room yourself.
Lower category at the guest's request
If the guest wants to stay in a room of a lower category of the same hotel, for example because they booked a different room type in the portal for an extension, you can move them there:
- In Action needed under "Choose a room", these rooms are in the group "Lower category (at the guest's request)".
- In the booking under "Edit", field "Apartment", they are listed with the addition "(Lower category: …)".
Xentra asks beforehand ("Move to a lower category?"); with "Yes, move at the guest's request", the guest is moved. The guest continues to pay the booked price, and the booked room category remains in the portal. The booking then shows the badge "Downgrade".