It includes steps for spotting issues, reporting problems, and manually entering reservations as a temporary solution.
Occasionally, reservations may fail to be delivered to Guestline. When this happens sites may see reservations within an Online Travel Agents (OTAs) extranet that have not been received within the Distribution Hub, and in turn, this has not been delivered into Rezlynx PMS.
⚠️ Important: If you are a Best Western property, then you will need to reach out to MemberWeb to confirm if there are any issues with receiving the data as OTAs send information directly to BW MemberWeb and then it is sent to Guestline systems.
Spotting an issue
If you think you have found an issue with multiple reservations from an OTA not delivering to Guestline then we recommend completing reservation checks between Rezlynx PMS and the OTAs extranet. This will help to identify the bookings that have not yet reached your system and if these are from a specific OTA.
The quickest way to do this is using the Reservation Search within Rezlynx or pasting the CRS reference into the Universal Search bar at the top of the screen.
Reporting an issue
Where an issue is seen, please complete the steps below:
Check the Status page to see if this is a known issue being investigated.
Our service status dashboard article provides further information and links to subscribe to alerts.
Contact our support team to notify them of the issue seen at your property.
The quickest way to do this is via the Access Digital Assistant. Once you have selected your region and language - select the product as Distribution Hub.
Stay notified
Subscribe to alerts from the service status dashboard to receive automatic notifications about system issues and updates.
Manually enter the reservation
You may be asked to manually enter the reservation into the system until the issue is resolved. If you are advised to do this the information below will help guide you on this process.
To manually create the reservation, follow the steps below:
Log into the OTAs extranet and locate the required booking, which is not in Rezlynx.
Log in to Rezlynx PMS.
Reservations can be created in a number of ways. including via:
Availability screen by clicking on the required date and room type
Planner screen by clicking on an empty square
Guest Journey then select Reservation and then select Create Reservations.
Create the reservation taking special care to add all of the information exactly as shown in the OTAs extranet
Enter the CRS number in the CRS Ref 1 box on the reservation.
⚠️ Important: If you did not enter the CRS Ref 1 field when manually adding your bookings, this will create a duplicate booking if the reservations are later resent by the OTA.
You might like to add a note in the Notes tab explaining this booking was manually created and the CRS reference was added
Save the reservation.
For other modifications and cancellations, you may find the following articles helpful:
Once the issue is resolved
A status update will be sent and the status page will be updated.
If you have entered these manually with the CRS number, you will get an error on Distribution to say this booking is already entered, you can ignore this.
If the reservations have not been entered manually or the CRS field was not completed, then they will drop in automatically if the OTA resends the data and this will cause duplications in the system - you will need to cancel the manually added reservations without CRS references keeping the OTAs updated version.
We recommend that reservation checks against the extranet are completed to cross-check arrivals and cancellations are showing as expected.