Reservations Not Posting in Visual Matrix (BW)

Reservations Not Posting in Visual Matrix (BW)


When reservations fail to post in Visual Matrix from the Best Western Two Way system, it's essential to conduct thorough checks on both reservation data and interface setup. This guide outlines key troubleshooting steps for such issues. There are several potential reasons why a reservation might not be received by the PMS, with two main causes being:
- A message indicating that the 2Way is offline: This situation is more common with the Desktop version and less likely with the Cloud version. If this message appears, refer to the relevant article for the VM Desktop version, or contact Visual Matrix if you are a VM Cloud PMS user.
- A message stating that Reservations are Unable to Post: If you encounter this message, please continue reading for further instructions on how to troubleshoot between Member Web and Visual Matrix.

1. In Member Web: Confirm that the third party reservation is displayed on the Arrivals list.

Path: Member Web > Reservations > Arrivals List > Enter CRS Number or Search by Arrival Date
You would need to log into Member Web and enter in the CRS number of the reservation or choose an arrival date to then view the guest's reservation information.
If the reservation does not appear on Member Web, you must contact the Best Western Helpdesk. If the reservation is not listed on this site, it will not be displayed in Visual Matrix.


2. Still in Member Web: Verify the Reservation details

After confirming that the reservation is in Member Web, verify the accuracy of the reservation details:
- Ensure that the guest information contains no special characters like "`" or "#".
- Also, check that the reservation comments are free from emojis or other special characters. If any such characters are present, contact Property Systems at Best Western to have them removed.
Once these adjustments are made, the reservation should proceed smoothly without further issues.





3. In Visual Matrix: Verify that the Rate Levels are Enabled

Once you have confirmed that the reservation is in Member Web and has no "flowds," proceed to Visual Matrix to check settings that could impact the import of the reservation from Member Web.
Path: Management > Rates > Discounts > Setup
Rate levels control the rate plan management between Visual Matrix and Member Web. If this setting was inadvertently deactivated, reservations will not be pulled down.
"Rate Level Enabled" should always be checked and activated when the Best Western Two Way is connected.


4. In Visual Matrix: Verify Interface Season Setup

For each season created in Visual Matrix, guaranteed and cancellation policies must be assigned in the BW2Way interface, overriding any local settings in Visual Matrix. If these policies are left blank, the system will not accept or process reservations.
Path: Management > Interfaces > All Interfaces > Central Res BW 2. The seasons section is located in the middle of the page.



5. In Visual Matrix: Verify Rate Plan Mapping

Please note that only VM Cloud PMS users have access to this section. VM Desktop PMS users will need to contact their BW Revenue Manager or reach out to VM Support for assistance.
Every reservation is linked to a rate plan, whether it’s the rack rate or a discount code. Visual Matrix and Member Web communicate through a mapping table that determines how information translates between the two systems. If the mapping is incorrect, it will prevent reservations from being processed.
Path: Management > Interfaces > All Interfaces > Central Res BW 2 > Rate Plan Setup
It’s essential to verify that the code is active and that the Market Segment, Referral Method, and Reason for Stay fields are filled out.



6. In Visual Matrix: Verify Room Type Mapping

Please note that VM users do not have access to that section in Visual Matrix. However, they can conduct checks using the Check Compare Report. If any issues are confirmed, they will need to be addressed by Visual Matrix.
Similar to rate plans, room types have their own mapping table that facilitates communication between Visual Matrix and Member Web.
The Check Compare report gives you a comparison between Visual Matrix and Member Web on the room types and discount codes mapped in Visual Matrix and the discount codes available for your property in Member Web. The report can be generated up to 3 times per day.
Path: Management > Interfaces > All Interfaces > Central Res BW 2 > Check Compare Report

1. Download the Check Compare Report.
2. Go to Member Web and to the Rate Monitor screen. On this page, our main focus is the room type. If you've recently changed the room type, qualifier, or meal code, any outdated information in the mapping table could block reservations from being processed. Therefore, the first step is to ensure that the information in Visual Matrix is up to date.



3. Keep the Member Web page open while comparing it to the information on the Check Compare Report, Page 1.

As mentioned earlier in this step, if any room type information does not match, it's crucial to contact Visual Matrix immediately to resolve the issue and get everything back on track swiftly.


    • Related Articles

    • Glossary and Common Acronyms (Index) - Visual Matrix PMS

      1-10 A B C D E F G H I J K L M N O P Q R S T U V W X Y Z 1-10 1099 The 1099 form is used to report to the US government income earned by travel agents as commissions, and income earned by owners of hotel condo units (when OPV_<version number> OPERA ...

    • Best Western SSL Certificate (BW)

      If you are a Best Western Hotel, the 2way between Visual Matrix and Best Western is secured by what is called an SSL Certificate. This certificate has to be renewed every 2 years. When a certificate comes to expiration, Best Western informs Visual ...

    • Best Western FX and FX2 Reimbursement Structure

      Information from the BW Rewards Marketing Team Information As of July 26, 2023, the Best Western Rewards® (BWR®) Pay With Points (FX2) reimbursement structure mirrors the three-tier structure utilized for Free Night (FX) reimbursements. The FX2 ...

    • Best Rev Rates are not updating Online (BW)

      BestRev is the tool Best Western Revenue Management tool hotels can use to manage their rates. It allows a BW hotel to receive rate update information from CRS, and apply it in VM. Communication between Best Rev and Visual Matrix works as follow: 1. ...

    • Message "You have 3 or more Unprocessed Reservations" (BW)

      Best Western is a 2way communication Channel Manager through which Visual Matrix communicates rates, availability, and reservations with Member Web. Best Western sends down to Visual Matrix any reservation made online, Visual Matrix sends up to ...