What to do when a reservation is missing in aleno?

This article provides solutions to scenarios where a reservation appears to be missing.

• When a reservation is missing
  • Go to the guest profile in Relatin and check the reservations overview, to double check it’s really not there. If not:
  • Make sure the integration is installed
  • Make sure a rule is active with the mealplan the reservation is missing for. Check these guides to create a rule or edit a rule.
  • Make sure days of booking is correctly configured. If for example it says “all days but departure”, no reservations will be created on the departure day.
  • Make sure the status of the hotel booking is not canceled.
  • Update something on the booking (e.g. change the pax and back) to manually trigger the syncing process.
    • If that made the reservation show up, please inform us about it via support@aleno.me and share the bookingId and guest name so that we can check why it didn’t in the first place.
  • Sometimes it may take some time, check in again a few hours later.
• When to contact support
  • If you tried the steps above, contact support and share the following info:
    • PMS you are using
    • Booking info including name of the guest, BookingId, mealplan
    • Which reservations are too many