BWR LookUp Message (BW)
How
to know when to verify your guest BWR Account Status
You might receive this error when applying a BWR account to a guest’s reservation.
The issue is either with the reservation information of the guest or with the guest's BWR account.
It will show when after finding the BWR Guest profile in the BWR tool, you are trying to apply that information to the Reservation's guest profile.
This means that the two-way will not allow this guest information to be applied to the reservation.
Is the guest departing today?
If so, then the only way to apply the BWR information to this reservation would be to extend
the guest’s stay.
Once the departure date of the reservation is here, the
reservation on the CRS side is no longer valid, so there is no way to apply BWR
information to a non-valid reservation.
This should be done on their arrival
date to avoid this issue.
Does the reservation show that it was booked with an
OTA site, like Expedia or Booking.com?
When doing a lookup based on an email
address that ends with @guest.book.com or @expedia.com, it will always error
since this guest is not eligible for BWR points and cannot be enrolled or
applied.
Sometimes the BWR account is no longer active or has been placed on Hold by Best Western
That could be why the 2way rejects the information when trying to apply it to
the reservation.
The property would have to call BW Marketing Support for Members Information (877-735-1737). This department can verify the guest’s information and will instruct the property on how to apply that member information correctly, or will give them the correct current status of the guest to better assist him/her.
Has the BWR account been inactive for 3+ years?
Beginning 2021, a change was made that restricted any BWR account that hasn’t been active for 3 plus years.
They will need to have the guest call the BWR 800 number to unrestrict their account status.
If all the above information does not resolve the issue
Open a ticket with our Client Experience Team and provide the guest reservation details along with the BWR
information for further investigation into this message.
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