Reservations incomplete or didn’t come thru EWR?
- Check which EWR version is used by the property. If EWR 2.0, upgrade to EWR 3.0 for free. For custom work/header properties, upgrading is not an option; in these cases, please create a ticket and assign to Level 2 to advise how to proceed.
Reservations didn’t come thru OTA or download error in GDS?
- Is the property connected to us in Expedia Central or Booking.com Extranet? Check that the property is listed in our Partner Central or Extranet.
- Check availability for the reservation’s dates. If there is availability for the dates the reservation was booked, check the OTA Error Logs. If there is no availability in PMS/EIK, check availability pushed to OTAs by logging in and reviewing Expedia Central or Booking.com Extranet.
Restore deleted reservation:
- We cannot restore reservations once deleted. Deleting a reservation completely removes it and the data associated with it from the system. Canceling a reservation keeps the data in the system but removes the reservation from the calendar screen to free up the dates/room(s). If the deleted reservation is needed to get information related to the guest, search for the guest in the Guest tab. If other information related to the reservation is needed, some could be pieced together from the Reports. If the reservation is needed to refund, see the Payments section below.
Disregards/violates Reservation Rule:
- Check the dates this reservation applies for. Check the Black Out dates as well.
- Check the Reservation Rule setup. Does the Rule apply to the Room Type? Occasionally, some Room Types do not show up in the Res Rule setup for some reason; in these cases, make a ticket for Level 2.
- If the reservation came in the EWR/OTA, are these modules selected? Or, if the reservation was created by Staff, is the PMS module selected? Follow-up question, is the Display Error / Override Password section completed? These MUST be completed for rules to apply in PMS.
Use the Assign Rooms tab to split a reservation or change rates:
- Splitting a reservation into multiple rooms; is DIFFERENT than a group reservation. A split reservation is to be used only if the guest is changing rooms during their stay. To assign the different rooms in their reservation, go to Assign Rooms >> edit the stay rates for the first room >> then add the stay dates, room, and rate for the second unit being occupied during the stay.
- To change the rates, go to Assign Rooms >> click the edit icon for the date/unit >> once the fields at the top populate, select the new rate from the Rates drop-down menu and Save.
Reservation has the wrong occupancy displayed / Reservation has wrong Extra Person Charge amount:
- First! Check the Max. Occupancy set for the unit in question (go to Unit Setup). Compare that to the Max. Occupancy for that Room Type to make sure they match. If they do not match, update the occupancy according to the client. (Frio Acres Chat, wrong Occupancy)
- Splitting the number of guests in a reservation into multiple rooms. Sometimes, a reservation comes in for 2+ rooms and a number of guests that can be accommodated in each room; however, the issue is that the number of guests is duplicated for each room instead of split between the rooms. This creates an issue with calculating the Extra Person Charge since the guest is being charged for the 3 extra persons in each room. To fix this, we can use the Assign Rooms tab to edit the occupancy in each room listed. For example, there are 7 guests total and they booked two rooms with a max. occupancy of 4 guests in each room. We can put 4 guests in one room and the remaining 3 in the other room.