Latest update
8:30pm NZDT/7:30am GMT: Our service provider has advised they're now testing changes ahead of a potential release. We don't yet have a confirmed restoration time, but we'll share another update by 11:00pm NZDT (10:00am GMT), even if there's no change.
What has happened?
Our connectivity partner is working to restore its platform following an outage. The service that supports Preno's channel manager remains offline. This partner provides channel connectivity for many property management systems worldwide, so properties well beyond Preno are affected. We don’t have a confirmed restoration time yet.
The disruption started at:
4:53am NZDT, 29 October
2:53am AEDT, 29 October
3:53pm GMT, 28 October (UK)
We’re working to restore normal service and will keep you updated.
What this means for you right now
New OTA bookings, changes and cancellations made since 4:53am NZDT aren’t showing in Preno. OTAs are still sending you their booking emails, and the bookings are still visible in each OTA’s extranet.
Rates and availability you change in Preno aren't reaching your OTAs. Your OTAs are still selling based on the last availability sent before the outage, unless you update them manually. This increases the risk of double bookings.
Your booking engine is still taking bookings and sending confirmation emails. However, those bookings aren't appearing in Preno, and the availability guests see isn't live. It reflects the last availability synced before the outage.
What you can do
Check today’s and tomorrow’s arrivals against your OTA extranets and booking emails.
Add any missing bookings to Preno manually, including the original OTA booking reference where possible.
If you’re low on availability, consider applying stop sells directly in your OTA extranets.
Remember, adding bookings to Preno won't update your OTA availability while syncing is offline.
What we’re doing to support you
While our partner works to restore their platform, our team is preparing for recovery so we can help you get back to normal as quickly as possible:
Working with our partner to understand how missed bookings and updates will be handled, so we can give you clear steps as soon as services are restored.
Preparing guidance to help you check your bookings and availability once syncing is back.
When to contact us
Our support team has the same information shared here and can’t give a restoration time. Please reach out as usual if you need assistance with operational workarounds or have other questions unrelated to the disruption.
We'll share our next update by 8:00pm NZDT today, even if there's no change. Our UK team will continue supporting customers through UK business hours, and we'll update this article as soon as we have more information.
We're sorry for the interruption and appreciate your patience.