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