FAQ - Best Western
Why does the VIP tile on the dashboard show a number, even when there are no VIPs arriving?
This is because any guest with a BWR (Best Western Rewards) number in their reservation is automatically counted as a VIP guest, regardless of whether they have a traditional VIP status. So, the number reflects all reservations with BWR numbers, not just manually marked VIPs.
What should I do if a group is canceled in Member Web but remains active in Visual Matrix?
If a group is canceled in Member Web, the cancellation does not automatically reflect in Visual Matrix. To resolve this, the group must be manually canceled in Visual Matrix and recreated if necessary.
Can I change the Company name on a CRS reservation made through the BW 2way in Visual Matrix?
No, the Company name on a reservation made through the BW 2way cannot be updated from Visual Matrix. The field will be greyed out in the PMS. Any updates to the Company name must be made directly through Best Western.
Does Visual Matrix handle issues related to Member Web?
No, Visual Matrix has nothing to do with Member Web. For any questions regarding Member Web, you should contact the Best Western Helpdesk.
Who should I contact for questions about rates, rate plans, or adding/removing property information on the website?
For questions related to rates, rate plans, or updating property information on the website, please contact the EDS department. You can reach them via the contact form at the bottom of your Member Web page or by email at eds@bestwestern.com.
What role does Visual Matrix play in BWR points?
It's important to clarify that Visual Matrix does not contribute to the accrual of points for BWR members during their stay. To ensure guests receive the points they're entitled to based on their reservation, hotels must manually and individually approve them in Member Web.
The only time Visual Matrix affects BWR Member points is when the FX code is used locally. Selecting the FX code in a reservation triggers a two-way message that automatically deducts points from the guest's account. Similarly, if the FX code is removed, the points are returned to the guest's BWR account.
Why does the total availability for each level show 999 in Member Web?
This issue is straightforward to fix. It occurs because the different levels haven't been verified (i.e., communication hasn't been activated) in the BW2Way interface in Visual Matrix PMS. Follow these two steps:
- Ensure all your levels are activated in Visual Matrix and that every rate plan has an associated level: Assign a Rate Level to a Rate/Discount Code.
- Confirm that all levels are activated in the interface for each room type, including the overall total: Best Western 2Way Interface.
Why does the total availability for each level match the total number of rooms instead of the remaining rooms available in Member Web?
This is expected behavior. The total rooms available for each level will always reflect the total number of rooms. However, it won't allow more rooms to be sold than are available. Once sold out, all levels will automatically close. You can manage the number of rooms available for each level by following this guide: Interface Room Type Management Inventory.
Why isn’t the group URL working?
The group URL is provided by Best Western, not Visual Matrix, when the group is created. Double-check that the correct "Booking Channel" (Local or Online) was selected during setup. Additionally, confirm that the group hasn’t been cancelled and exists in Member Web.
What should I check if my room availability doesn’t match between VM PMS and Member Web?
1. Identify the Issue
Start by collecting key details to help narrow down the cause:
- What dates are impacted?
- How long has it been out of sync?
- How many rooms are involved? (If 5+ rooms, it’s likely a group-related issue.)
- Which room types are affected?
2. What to Check
Compare room counts in VM and MW (Member Web):
- If VM shows fewer rooms: Some reservations may still be marked as In House in VM but missing in MW → this could lead to overbookings.
- If MW shows fewer rooms: VM may be holding reservations that MW doesn’t recognize → this could mean lost revenue.
Other things to look into:
- Canceled reservations: Make sure each one has a cancellation number. If not, reach out to VM Client Experience for help.
- Modified departures (early check-outs): If the number of nights is different in VM vs. MW, it can cause issues. Contact support to review.
- Extended stays: If a reservation was extended in VM but already checked out in MW, syncing won’t work. You may need to check it out in VM and recreate it.
Missing reservations:
- In MW but not in VM? Use the CRS confirmation number and pull the reservation from Supervisor > System Maint > BW2Way.
- In VM but not in MW? Open the reservation, add a small edit (like a dot in the comment), and save. This will force a sync to MW.
3. Group Allocation Issues (Typically When 5+ Rooms Are Out of Sync)
Groups can be the root cause of larger discrepancies. Here’s what to verify:
- Compare each group’s allocation in VM and MW.
- If dates were changed or room type allocations were deleted incorrectly, syncing may break.
- Try reinstating the room type allocation at "0" and syncing again.
Important: Only Best Western’s Property Systems (Propsys) team can drop or correct allocations directly in MW.
Re-syncing from VM does not resolve most discrepancies, especially if they involve groups or older reservations.
VM support will always ask for specific date ranges. Large or blind “BIG Syncs” can cause wider issues and should be avoided.
I'm noticing rate discrepancies online—what steps should I take?
In cases of rate discrepancies, there’s typically not much a property can adjust directly. The most helpful step is to gather key details that can assist Client Support in resolving the issue more efficiently.
It’s important to keep in mind that between Visual Matrix PMS and any OTA (Online Travel Agency), there is your Channel Manager—in this case, Best Western Member Web (MW).
Here’s what you can gather to help speed up troubleshooting:
- Which OTA is showing the incorrect rate?
- Have you checked other OTAs? Is the discrepancy consistent across channels?
- What is the affected time frame—today, the next 24 hours, or future dates?
- Are specific room types impacted, or is it affecting all of them?
- What rate is displaying online, and what rate should be showing instead? (For example: base rate, tiered rate, or a special peak date rate.)
If the issue is related to a peak date not applying correctly, you can attempt a manual update:
Temporarily change the peak date to a different rate, save to trigger a sync, then set it back to the desired rate. Each change will trigger a new sync to the channel manager.
How do I add the "SM" superscript in the Best Western disclaimer at the bottom of documents?
To include the correct "SM" superscript format in your BW footer, simply copy and paste the following line directly into your document:
“Each BWH℠ Hotels property is independently owned and operated.”
I'm receiving overbooked reservations from online channels, even though I have closed availability in VM. What should I do?
If you have a few rooms left but they are being sold online simultaneously, there can be a delay in updating VM. When VM sends availability updates back to your channel manager, the channel manager then communicates those updates to all OTAs. During this process, additional bookings may be made before the system has fully closed the availability.
There isn't a permanent solution for this, but here are the steps you can take:
- Confirm the "Close" status: First, verify that the "Close" status has been correctly applied in Best Western's Member Web. If it shows as closed there but you're still receiving bookings through OTAs, the issue likely lies between Member Web and the OTAs, and VM has no control over that.
- Check the most recent reservation: Next, identify which reservation was made last. You can then confirm the booking directly with the client or the OTA to verify if the reservation is valid.
How can I match the number of reservations between Visual Matrix and Member Web?
To match the reservation count shown in Visual Matrix with what you see in Member Web, follow this method:
In Visual Matrix, add together:
- All in-house reservations for today
- All pending arrivals for today
The total of these two should match the total reservations for today shown in Member Web.
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