FAQ - Best Western/Reservations
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.
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.
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.
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 am missing in Visual Matrix a booking that was made online. What can I do?
Check in Best Western Member Web
First, log in to Member Web to confirm that the booking is really there.
Try manual retrieval in Visual Matrix
If the booking exists in Member Web, attempt a manual retrieval from the Channel Manager:
- You will need the Best Western CRS number (not the OTA confirmation number).
- Path: Front Office > Supervisor > System Maint > Central Res BW 2/Best Western 2 Way
If the booking is not in Member Web
This means the issue is between Member Web and the OTA, not Visual Matrix. In this case:
- Create a walk-in reservation for the guest.
- If the booking was prepaid through an OTA, obtain the virtual credit card from that OTA and enter it manually in the reservation.
What should I do if the guest is here to check in but the reservation isn’t in Visual Matrix?
First, search for the reservation in Member Web.
If the reservation appears in Member Web, manually retrieve it into Visual Matrix using the CRS or third-party confirmation number.
If the reservation does not appear in Member Web, the issue lies between the OTA and Member Web. In this case, you can:
- Create a walk-in reservation for the guest. If the booking was prepaid through an OTA, request the virtual credit card details from the OTA and enter them manually.
- Or, contact Member Web support to investigate whether the reservation exists in their system and determine where the issue originated.
Can I update the popup message that appears when I check in a new BWR guest?
Yes, you can.
To update the message:
- Go to Management > Interfaces > All Interfaces > Best Western 2Way.
- On the right side of the screen, click BWR Tiers Setup.
- Update the pop-up text as desired and save your changes by clicking OK.
We’re getting an error when trying to add 3 guests to a booking. Where can I edit the maximum occupancy for each room type?
The maximum occupancy for each room type is controlled by the Room Type mapping in the Best Western (BW) Interface, not within Visual Matrix. This mapping overrides the room type setup in VM.
Path: Management > Interfaces > All Interfaces > Best Western 2Way > Room Type Mapping
In addition, this configuration is also managed in the BW Member Web (MW). The settings in Member Web determine the number of guests that can be sold per room type online.
Here’s how the two systems interact:
- If the maximum number of guests is higher in Visual Matrix than in Member Web, that’s fine. It just means VM will send rates to MW that are not used, since MW will only sell up to the guest limit set in Member Web.
- If the maximum number of guests is higher in Member Web than in Visual Matrix, then VM will not send rates for guests beyond the number set in VM.
To ensure everything functions correctly, make sure your rates in Visual Matrix are configured for up to the maximum number of guests allowed for that room type.
Access to the Room Type Mapping section is restricted.
Please contact Visual Matrix Support for any changes or verification related to room type mapping.
Please contact Visual Matrix Support for any changes or verification related to room type mapping.
If the maximum number of guests shown on the Check Compare Report is different on the Best Western (BW) side, you will need to contact Member Web/EDS to request an update.
Until the information is corrected in Member Web, the property will not be able to sell rooms online at the higher number of guests.
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