FAQ - Best Western / Groups (PMS)
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.
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.
I changed the group’s arrival date, but allocations still show in the Channel Manager. Why?
Shortening a stay only updates dates in Member Web, not allocations. You must manually set allocations to 0 for the removed dates before changing the stay.
What happens if I cancel a group without updating allocations?
Allocations will remain in place and continue to block rooms in Member Web. Always set allocations to 0 before canceling or shortening a group.
Why isn’t my group showing on the Best Western website or showing “No Availability”?
If your group doesn’t appear on the Best Western Member Web or shows “No Availability,” check the following:
- Booking Channel: Make sure the group’s booking channel is set to Online, not Local.
- Sync Delay: New or modified groups can take up to 24 hours to appear online.
- Group Dates: Ensure the arrival and departure dates are within the allowed BW window (usually within the next 365 days).
- Group Address: The group record must include a valid address.
- Allocations: In Allocations → Show Pickups, confirm rooms are still marked Remaining and not Dropped.
- Full-Stay Availability: When a guest clicks the group link from the Best Western website, the system automatically assumes they want to book for the entire group stay (from the group’s start date to end date). If any date in that range is sold out, the website will display “No Availability” for the whole stay — even if some nights still have open rooms. Advise guests to adjust the arrival and departure dates manually on the Best Western booking page to see availability for partial stays.
After verifying these settings, wait for the next 2-way interface update. If the group still doesn’t appear, contact Best Western Support to confirm whether the block is visible on Member Web.
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