Retrieve a Reservation from Member Web (BW) (Cloud)
Occasionally, reservations created via the Best Western CRS or a third-party system fail to appear automatically in Visual Matrix due to synchronization issues. When that happens, you can manually retrieve the reservation using its CRS or third-party confirmation number. Below are the steps to do so safely.
Path1: Front Office > Interfaces > All Interfaces > Central Res BW 2/Best Western 2 Way
Path2: Front Office > Supervisor > System Maint > Central Res BW 2/Best Western 2 Way
Instructions
1. Enter the full CRS or third-party confirmation number (9 numbers and any suffix such as “-01”, “-02”, etc.) as shown in the Best Western Member Web portal.
2. Click the Refresh button.
3. If the reservation already exists in Visual Matrix, it will appear in the area below the search field.
4. If the reservation is not found, a prompt will ask whether to request a copy from the CRS/third party — click OK to proceed.
5. Wait ~5 seconds, then click Refresh again to see whether the reservation was successfully retrieved.
Error: “UNABLE TO POST INCOMING RESERVATION”
If you see this error, it means the system couldn’t import the reservation into Visual Matrix. Common causes include unmapped rate codes, interface downtime, or data format mismatches. For detailed troubleshooting, see the article “Unable to Post Incoming Reservation (BW)”.
If the reservation does not appear in Member Web, the issue lies between the OTA and Member Web. In this case, you have two options:
- Create a walk-in reservation for the guest. If the booking was made through a prepaid OTA, retrieve the virtual credit card details from the OTA and enter them manually into the reservation.
- Contact Member Web support if you prefer to investigate further. They can help determine whether the reservation exists in their system and identify where the issue originates.
Still Need Help With This Topic?
Ask Yourself:
- Did I enter the complete confirmation number (including suffix “-01”, “-02”)?
- Is my user role permitted to access Supervisor / System Maint?
- Has the reservation already been synchronized but under a different ID?
- Does the rate plan mapping exist and match the external rate code?
- Is the channel interface currently online and error-free?
Support May Ask You:
- What exact error message did you receive (copy & paste)?
- At what time did you attempt retrieval?
- Does the reservation number include a suffix (-01, -02)?
- What is the external rate code / plan used on that CRS or third-party side?
- Has your property’s interface or rate mapping been recently modified?
- Are there any other reservations stuck or failing synchronization at the same time?
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