Group Not Showing Online or Shows No Availability (BW) (Cloud)

Group Not Showing Online or Shows No Availability (BW) (Cloud)


Even when you have created groups in Visual Matrix and allowed clients to pick up rooms online, there may be instances where you do not see the group availability or it appears as if there is no availability.

Is the Booking Channel set to Online?

In the Group reservation, make sure the Booking Channel is set to Online and not Local.



It takes some time to be fully processed on Best Western's side

As per Best Western, it can take sometimes up to 24hours to process a group to Member Web and get it available for online pick-up.
Sometimes, it is faster to just cancel the group and redo a new one with the correct Booking Channel.

When is the group for?

To show online, the group's arrival and departure date need to be within the next 365 days from the current date.

Is there an address entered for the group

This is a mandatory field and a missing address will block the sync of a group with Member Web.

Check the Availability for the Stay

In the Group reservation, click on the 5th icon from the top on the right side toolbox: Show Pickups.
Make sure it shows Remaining and not Dropped.



If it shows Dropped

If the Allocation Drop Type is Standard (Specific Date), make sure the date is after the current date.


Do you have availability for EVERY day of the group?

When you use the Group Online URL from Visual Matrix to check if it works, the link will automatically show you if rooms are available in the group for the whole stay.
Meaning, if people are taking rooms for separate nights, and if one night is now sold out, the default page will say that there is no availability, because there are no rooms available for every night, even if there are rooms available for separate nights.

On the Cloud

Require assistance with that article?

- What is the group id? (there should be a 4 digit number in VM for every group) 
- What is the status of the group reservation? 
- Are you getting an error? If so, what is the error?
- What are we attempting to do exactly?
Providing responses to the following questions in your ticket could expedite your resolution.


    • Related Articles

    • Best Western 2Way Interface Detailed (BW) (Cloud)

      Access to certain sections is restricted for hotel staff, as some areas are exclusively available to Visual Matrix technicians. Path: Management > Interfaces > All Interfaces > Central Res BW2/Best Western 2 Way. The interface is composed of 6 ...

    • Best Western STR Report (BW) (Cloud)

      What is the STR Report? STR is more than just a report title; it stands for a company that specializes in aiding hotels with strategic positioning and competition within their markets. The STR report serves as a crucial revenue management benchmark ...

    • Create a New Group (BW) (Cloud) 🎥

      ? Watch Video The Group screen in your hotel management system is divided into two main sections. The top portion is dedicated to entering group information when creating a group block. In contrast, the bottom portion contains a Room Allocation ...

    • Change Group Dates/Allocations to reflect correctly in MW (BW)

      Modifying group dates, whether it involves extending, shortening, changing completely, or canceling a group, as well as updating allocations, is crucial to ensure accurate synchronization with Member Web. These modifications must be carried out ...

    • Add Restrictions to Group Allocation (BW) (Cloud)

      This feature is only available to Best Western Hotels. This feature gives the possibility to add an MLOS, CTA, Soft or Hard Close to a group allocation. Path: Front Office > Group > Search > Open a Group 1. Scroll down to the Room Allocations ...