Reservations Not Posting in Visual Matrix
When hotels states "online", it generally refers to 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, ...). If a reservation shows on the OTA side and not in Visual Matrix, it is important to check that the reservation is showing at the Channel Manager level.
If the reservation does not appear in the Channel Manager
Unfortunatelly, in this case there is nothing Visual Matrix can or could have done. If the Channel Manager did not receive the reservation, it never had the ability to sent it to Visual Matrix. You will have to see with your Channel Manager why they did not receive the information.
If the reservation appears in the Channel Manager
If you did not receive an error message (e.g., "Cannot Post Incoming Reservation"), check whether your Channel Manager has the option to resend the reservation—some do. If that option is not available, you will likely need to manually create the reservation in Visual Matrix.
If you received an error message (e.g., "Cannot Post Incoming Reservation"), it means the reservation was transmitted but couldn’t be added to the reservation list. This can happen for various reasons, and a few troubleshooting steps can help identify and resolve the issue. Once corrected, the reservation should post automatically.
Verify Rates Setup
If a room type is missing specific rates, reservations for that combination of room type, season, and number of guests will not be received.
Be sure to check:
- All seasons
- Every room type
- Weekdays and weekends (if weekend rates are enabled)
- Rates for all guest counts up to the room’s maximum occupancy
Path: Management > Rates > Room Rates
Verify Interface Season Setup
For each season created in Visual Matrix, guaranteed and cancellation policies must be assigned in your Channel Manager's Interface, overriding any local settings in Visual Matrix. If these policies are left blank, the system will not accept or process reservations.
Path: Management > Interfaces > All Interfaces > select your Channel Manager (The seasons section is located in the middle of the page)
Verify Rate Plan Mapping
Every reservation is linked to a rate plan, whether it’s the rack rate or a discount code. Visual Matrix and your Channel Manager communicate through a mapping table that determines how information translates between the two systems. If the mapping is incorrect, it will prevent reservations from being processed. It’s essential to verify that the code is active and that the Market Segment, Referral Method, and Reason for Stay fields are filled out.
Path: Management > Interfaces > All Interfaces > select your Channel Manager > Select "Rate Plan Setup" in the toolbox on the right side.
Please note that only VM Cloud PMS users have access to this section. VM Desktop PMS users will need to contact VM Support for assistance.
Verify Room Type Mapping
This issue can occur after recent changes—such as updates or newly created entries—in your room type setup.
Just like rate plans, room types rely on a mapping table to ensure proper communication between Visual Matrix and your Channel Manager.
If you suspect this is the cause, please contact VM Support for assistance.
Just like rate plans, room types rely on a mapping table to ensure proper communication between Visual Matrix and your Channel Manager.
If you suspect this is the cause, please contact VM Support for assistance.
Path: Management > Interfaces > All Interfaces > select your Channel Manager > Select "Room Type Setup" in the toolbox on the right side.
Please note that only VM Cloud PMS users have access to this section. VM Desktop PMS users will need to contact VM Support for assistance.
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