Missing Guest Reservation (BW)

Missing Guest Reservation (BW)

The only reason why a reservation will not be in Visual Matrix is that it did not come down from the Channel Manager.

1. Log into your Member Web and check the Arrivals list.
If the reservation is not in Member Web, then the issue comes between the OTA and Member Web. In this case, you can:
- create a walk-in for this guest, and if the booking was made through a prepaid OTA, then you will need to get the virtual credit card from that OTA and enter it manually in the reservation.
- call Member Web support and see if they can find the reservation or see where the issue comes from.
If the reservation is in Member Web, write down the CRS confirmation number (xxx xxx xxx-xx) and try to pull down the reservation into Visual Matrix.

2. Go to Visual Matrix.
Path: Front Office > Interfaces > BestWestern 2Way

3. Enter the CRS Confirmation number in the field Central Res #.



4. Click Refresh.



4. If the booking is already in VM, then it will show on the screen. If the booking is not already in VM, it will ask you if you want to retrieve a copy from the Central Reservations. Click OK.



5. Wait 5/10 seconds and click Refresh again, the booking should show on the screen.
If the booking does not show, you would have already seen an error message, either contact our Client Experience team that will look at the error, or open a ticket at help.visualmatrix.com and a technician will contact you for any needed information.

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