PMS Issues and Recovery

How to recognize a PMS connection issue, keep guests taken care of while it lasts, and check that everything is in order afterwards.

How a PMS issue shows up

• A quote stalls. A guest asks about a stay, but no room options go out and the conversation is flagged for your attention.
• A reservation didn't appear in the PMS. A guest accepted a quote, but no reservation showed up in your PMS.
• Quotes don't match your availability. Options offered to guests disagree with what your PMS shows as open.

Brixa never invents availability or prices — when it cannot confirm your inventory, conversations that need an answer are flagged for your team alongside other cases needing human attention. See When Brixa Escalates.

What to do

1. Check your PMS directly. Confirm it is up and that the rooms or reservation in question look the way you expect. Your PMS is always the source of truth.
2. Answer the waiting guest. If a conversation was flagged, reply to the guest yourself using what you see in the PMS — availability, prices, or a booking confirmation.
3. Enter urgent reservations manually. If a guest accepted a quote and the reservation has not appeared in your PMS, create it there by hand using the details from the booking in Brixa. A manual entry now beats a delayed one later.
4. Contact Brixa support if it persists. Include the conversation reference (the guest conversation where the problem appeared) so the team can trace exactly what happened.

After the issue is resolved

Once the connection is back, new quotes and new bookings work normally, and anything you already handled manually stays handled — conversations flagged to staff remain with staff. Afterwards, do a quick check:

• Compare recent bookings between Brixa and your PMS and confirm every accepted quote has exactly one reservation.
• Confirm reservations you entered by hand carry the correct dates, price, and guest details.

If something still looks off, see Reservation and Sync Issues.