Overview
Critical alerts related to online reservations will display in the Message Centre, and the envelope icon will flash red on login or when a new alert arrives.
The alerts covered in this article are in addition to the critical alert emails sent to the Property. Not every online alert is emailed: the 'Critical Configuration Issues' alert raised by a connected channel appears in the Message Centre only.
The following sections outline what action should be taken in the event of receiving one of these alerts.
Please Note! RMS is highly configurable. Some Terminology, User Access & Permissions, Images, Labels, and Functions used in these articles may differ from your setup. CLICK HERE to find out more.
Quote Reservations
A critical alert message will appear in the Message Centre indicating a Quote Reservation has been received.
An email will also be sent to the 'Confirmation email 1' address nominated in -
Setup > Online Bookings > Online Options > Notifications.
Users can select the 'Online Confirmation Number' to open the Quote Reservation in RMS.
The reservation will need to be manually updated to assign an Area.
This may require moving reservations on the Booking Chart to create continuous availability in a single Area for the reservation.
After assigning an Area, the reservation status must be updated to 'Confirmed'.
The critical alert for this Quote Reservation should now be marked as 'Acknowledged'.
Mapping Errors
This alert means a channel sent a reservation for a room type or rate that is not mapped in RMS, so the reservation could not be delivered. The alert always shows the Failure Reason 'RoomTypeId or RoomTypeCode not supplied.' whatever the underlying mapping fault.
Secure the booking first, then fix the cause:
- Enter the reservation by hand so the Category is not left on sale. See Manually enter a channel booking that did not arrive in RMS.
- Correct the mapping so it does not happen again. See Failure Reason: 'RoomTypeId or RoomTypeCode Not Supplied', and Troubleshooting: Reservations Not Arriving from a Channel for the other failure reasons.
Once the reservation has been manually entered into RMS and the mapping errors are resolved, the message can be 'Acknowledged'.
Critical Configuration Issues
This alert is raised by a connected channel rather than by a reservation, and it is the one alert in this article that is not also emailed to the property. It arrives when Booking.com, Expedia, or Agoda rejects a rate or availability update. RMS ticks No Update on the affected mapping rows itself, and the alert lists the rows it changed, so the usual first sign is a No Update tick nobody at the property applied.
Unticking it on its own will not hold. The next update is rejected again, and RMS ticks the row again, so the cause has to be corrected on the channel first. Note also that some rows are meant to carry No Update, so check which kind you are looking at before changing anything.
- For the rate mismatch itself, see Booking.com or Expedia rates do not match the rates in RMS.
- For Expedia rate plans, which rows should carry No Update deliberately, and error 3142, see Expedia Hotel Collect, Expedia Collect and Package rate plans.
- Where the tick has stopped availability from reaching the channel, see Overbooked by a channel booking when RMS had no availability.
Acknowledge the alert once the cause is corrected on the channel and the rows are sending again.
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