Only Checked-Out Rooms Import When Syncing Tasks from PMS (MOP 2.0)

Only Checked-Out Rooms Import When Syncing Tasks from PMS (MOP 2.0)

In some cases, properties may notice that when importing tasks from the PMS, only checked-out rooms appear in MOP while other room types (such as stayovers or arrivals) do not. This behavior may indicate an issue with PMS data synchronization or the Reservation API connection.

What Is Happening

When importing tasks from the PMS:
  1. Only checked-out rooms appear in MOP
  2. Other room statuses are missing
  3. No visible errors appear to the user during the import
In some cases, system logs may also show no obvious errors at first glance.

What This Indicates

Task imports rely on successful communication with the PMS Reservation API during syncs.
If MOP is unable to retrieve reservation data:
  1. Only limited room data (such as checked-out rooms) may be returned
  2. Other room statuses may not be available for task creation
Any issues calling the Reservation API should be visible in system logs and can help identify the root cause.

Log Review and API Validation

Support teams should:
  1. Review logs to confirm whether MOP is successfully calling the Reservation API during syncs
  2. Look for any API-related errors, timeouts, or missing responses
  3. Verify that reservation data is being returned as expected
Any Reservation API errors should appear in logs and provide additional context.


What You Should Do

For Property Users:
If you notice only checked-out rooms importing:
  1. Confirm the issue occurs consistently when importing tasks.
  2. Note when the issue started and whether it ever worked previously.
  3. Contact Visual Matrix Support and provide:
  1. Property ID
  2. Description of the issue
  3. Approximate date/time of task imports

For Support Teams

  1. Validate Reservation API calls during PMS syncs
  2. Confirm expected reservation data is returned
  3. Compare behavior against other properties using the same PMS
  4. Determine whether this is isolated to a single property or could impact others

Still Need Help With This Topic?

Ask Yourself:
  1. Are only checked-out rooms appearing after every import attempt?
  2. Did this behavior start recently?
  3. Is this a new property or an existing one?
  4. Are other properties experiencing the same issue?
Support May Ask You:
  1. What is the property ID?
  2. Has task importing ever worked correctly for this site?
  3. When did the issue first occur?
  4. What PMS is the property using?
  5. Do logs show any Reservation API errors or missing responses?

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