Bookings are cancelled online but not in Visual Matrix
When reservations are referred to as booked, canceled, or modified as "online", it generally means the change was done via an OTA: Expedia, Booking, Priceline, etc.
But between the OTA and Visual Matrix, there is a Channel Manager that supports the link - Best Western, Synxis, Siteminder, Innlink, etc.
If a reservation shows canceled on the OTA side and it is not in Visual Matrix, it is important to check that the reservation is canceled at the Channel Manager level.
If the reservation is cancelled on the Channel Manager, then Visual Matrix can check and make sure communication with the Channel Manager is up and running.
If the reservation is not cancelled on the Channel Manager, then there is nothing Visual Matrix can or could have done. If the Channel Manager did not receive the cancellation, it never had the ability to sent it to Visual Matrix. You will have to verify with your Channel Manager why they did not receive the update/modification from the OTA. The fastest way to update it in Visual Matrix would be to cancel it yourself.
If you are using Visual Matrix Channel Management and the reservation is not cancelled on the Channel Manager, open a ticket at help.visualmatrix.com.
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