Critical alerts related to online reservations will display in the Message Centre, the envelope icon will flash red and a chime sound will occur on login or when a new alert arrives.
These critical alerts in the message centre are in addition to the critical alert emails sent to the property.
The below sections outline what action should be taken in the event of receiving one of these alerts.
A critical alert message will appear in the Message Centre indicating a Quote Reservation has been received.
Select the 'Online Confirmation Number' to open the Quote Reservation in RMS.
Update the reservation to assign an Area.
This may require moving reservations on the Booking Chart to create continuous availability in a single Area for the reservation.
Select 'Change Status' and choose 'Confirmed' once the reservation has been updated.
The critical alert for this Quote Reservation will now be marked as 'Acknowledged'.
Quote Reservations are created in the property's RMS database when an online reservation received from a Channel Management connection is unable to be placed due to there no longer being any availability when it arrives.
The following are some common causes behind Quote Reservations being received:
- Incorrect or out of date Connection Information.
- 'No Update' selected in Channel Mapping.
- Conflicting Allotment setup.
- Pencil or Parked Reservations moving in and out of Areas.
- Last Available Area in the Category.
- Category Availability spread across several areas for the length of stay.
Online reservations that are unable to be delivered into RMS due to Mapping Errors will receive a critical alert in the Message Centre.
When the Failure Reason listed is 'RoomTypeID or RoomType Code not supplied' it indicates an issue with the mapping for that channel and the following actions should be taken by the System Administrator:
Identify Mapping Issues
Check the Channel Management mapping in RMS to ensure all combinations setup on the Channel have been mapped appropriately in RMS.
Review the Channel Log
Verify the message displayed in the Channel Log for the Category & Rate Type received with the failed reservation.
Contact the Channel
Contact the Property's market manager or point of contact at the Channel to confirm any new or changed setup that would require mapping updates in RMS.
Setup a Fallback Category & Rate Type
Setup a Default Category & Rate Type to be used in future events should there be a mapping issue preventing a reservation delivery.
Once the reservation has been manually entered into RMS and the Mapping Errors resolved, the message can be 'Acknowledged'.