Troubleshooting Reservation Sync

Reservation is Cancelled in PMS, but not updated in Duve

Please note that Duve will only sync updates to reservations, In order to further address this issue, please follow these troubleshooting steps:

1. Check to ensure your Reservation Sync has been updated recently and that there are new reservations synced
2. Check your Connection page and review if there are any specific errors on the page

Note: If the reservation is deleted in the PMS and not cancelled, the update will not sync to Duve. 

Reservation is Cancelled in Duve, and Confirmed in the PMS

If the reservation is cancelled in Duve and confirmed in the PMS, you will see that the Guest Status = Cancelled, but Reservation status matches in your PMS.

If this is the case, the connected rental was moved to Inactive after the reservation synced.

To fix this,
1. Go to the Inactive Rental and Reactivate.

2. Go to the Reservation and Click Restore, via ellipsis >

How to Find Missing Reservations

1. Identify which reservation is missing and the corresponding room or rental it is supposed to be assigned to
2. Ensure that you have the proper PMS connection in Duve
3. Go to the Reservations page - ensure that there is no limitation by brand (if applicable) - search for the reservation by guest name, external ID or Reservation status

• Remove the Check-in date default filter - if the Reservation you are looking for is not within the next 30 days
  • Make sure the Reservation isn't under 'Cancelled' - please filter the 'Status' by Canceled to see if the Reservation could be listed there by mistake:
    

1. Is the rental active or inactive? To check this go to the Rooms page and search for the room by name or External ID (from your PMS)
   • If the rental is active - please check that the rental is not also listed under 'Inactive'. If the Rental's External ID is shown on both an Active & Inactive Rental, no reservations will be synced for that rental
     1. To fix, please remove the External ID from the Inactive Rental and then press Save.
     2. Go to the Dashboard and Click 'Sync Now' and then check the Reservations page to see if the Reservation is now synced to Duve
   • If the rental is Inactive - activate it! Please note that once the rental is activated, all reservations on that rental will sync to Duve
2. If the rental has been active in the past, and then was deactivated - existing reservations (while the rental was active) are marked cancelled. To restore those reservations, please filter the 'Status' by Canceled and click Restore.

Go to your Connections page and check the Last Sync Time

• Click on the Source and check for Errors - If you see an error on the page, please contact our Support team

Important: Duve is integrated with a few PMS' where they push reservations to Duve. For the following PMS', please inquire with their Support Teams for the status of the missing reservations. 

• Optima 1
• Masteryield
  
• Hostify
• ResHarmonics
  
• WebRezPro
• Rentl.io
• Protel Air 
• Protel onPrem
• PMS Sync connected to Siteminder
• Selfie