A Guest Made a Booking Online After the Audit Has Started (Cloud)
When a guest books online just as your nightly audit is running, the reservation doesn’t automatically import—leaving your system out of sync. This article explains why that happens and what to do to make sure the reservation is recorded.
This issue occurs when a reservation is made online with an arrival date of the current night, right after the nightly audit has closed the system date, meaning the booking falls into the past and isn’t imported automatically.
Overview
How Online Reservations Import into VM Cloud
Online bookings are imported into Visual Matrix only if the arrival date is today or in the future. Any booking with an arrival date in the past is not imported and cannot be retrieved.
Once the audit process starts, Visual Matrix closes out the current day and rolls the system date forward. From that point on, a booking for “tonight” is effectively treated as if it were made for “yesterday,” so the system won’t import it automatically.
When a Reservation Is Made After Audit
If a guest books online right after the audit has begun, the reservation won’t appear in your PMS—even though the guest received a confirmation from the OTA.
In practice, this means the reservation exists with the OTA but is invisible in Visual Matrix.
How to Fix It
To ensure the reservation is recorded in your PMS:
- Create the booking manually as a Walk-In in Visual Matrix.
- Retrieve the reservation details from your Channel Manager (Member Web, SynXis, Siteminder, ...) or your OTA partner portal (e.g., Booking.com, Priceline, Expedia).
- For prepaid OTA bookings, get the virtual credit card from the OTA portal and enter it into Visual Matrix when creating the reservation.
Still need help with this topic?
Ask Yourself:
- Did I confirm the guest’s reservation date is the same as the audit date just closed?
- Do I understand that online reservations for the current night won’t import after audit?
- Am I prepared to create the reservation manually in the PMS?
Support May Ask You:
- What time did the online reservation come in relative to your audit process?
- Which channel was the booking made through?
- Did you check if the reservation is in the PMS or only in the channel manager?
- Did you create a manual reservation for the guest in Visual Matrix?
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