An outage at one of our channel manager partners is affecting two things: guests can’t complete bookings in your booking engine, and some OTA bookings are coming through without their virtual card (VCC) details. We’re working with our partner to restore everything as quickly as possible.
Your rates and availability are still syncing to OTAs as normal. You don’t need to make any changes to your channels.
Latest update: 9:45pm NZDT Saturday 31 October (7:45pm AEDT Saturday 31 October / 8:45am GMT Saturday 31 October)
The outage is still ongoing. Engineers are continuing to work on a fix, but the issue is complex and isn’t likely to be resolved quickly. We’ve updated our booking engine guidance below: we now recommend creating bookings for guests directly in Preno rather than asking them to wait.
Next update
By 9am NZDT Sunday 1 November (7am AEDT Sunday 1 November / 8pm GMT Saturday 31 October), or sooner if there’s news.
When it started
Friday 30 October, 11:30am GMT (10:30pm AEDT Friday 30 October / 12:30am NZDT Saturday 31 October)
Booking engine
What this means for your property
Guests can start a booking but can’t complete it at the payment step.
These bookings won’t come through to your PMS.
Instead, you’ll receive a pending booking email for each one, so expect more of these than usual.
What you need to do
Contact each guest from your pending booking emails.
We recommend creating the booking for them directly in Preno, as we don’t yet have a time for when the booking engine will be back up.
If a guest would prefer to book online, ask them to complete their booking once the booking engine is back. We’ll confirm on this page as soon as it is.
Suggested message to guests
Hi [guest name], thanks for booking with us. A temporary technical issue with our online booking system stopped your booking from going through, so your stay isn’t confirmed yet. Reply to this email and we’ll book it in for you directly.
OTA bookings missing card details
What this means for your property
OTA bookings are still coming through to your PMS as normal. Only the VCC details are missing from some of them.
We expect the missing card details to be added to affected bookings automatically once the outage is resolved.
What you need to do
Nothing, in most cases. We recommend waiting until the card details come through.
If you need to charge a VCC before then, you can find the card details in the OTA’s own extranet, such as the Booking.com extranet or Expedia Partner Central.
We’re sorry for the disruption, and thank you for your patience.