Troubleshooting Reservation and Sync Issues

Quick fixes for bookings that haven't reached your PMS, reservations stuck on missing details, availability mismatches, expired holds, and temporary PMS outages.

An accepted booking hasn't appeared in the PMS

Either the booking isn't complete yet, or reservation writing isn't enabled for your hotel.

1. Open the conversation in Brixa and check the booking panel — if guest details are missing, the reservation is on hold until they arrive. See Reservation Readiness.
2. Confirm reservation writing is switched on for your hotel; without it, staff enter bookings manually. See Connecting Your PMS.
3. If the booking was complete and writing is enabled, enter the reservation in your PMS by hand using the details in Brixa, then see PMS Issues and Recovery.

A booking is stuck as "not ready"

A required guest detail — typically the full name or email address — is still missing.

1. Check the guest details section of the booking to see exactly what is incomplete.
2. If you already have the information, enter it yourself — that completes the booking immediately.
3. If the guest has gone quiet, send a short personal follow-up. See Reservation Readiness and Quote Acceptances and Missing Guest Details.

Availability in quotes doesn't match the PMS

A change you just made in your PMS — closing a room, taking a walk-in — can take a few minutes to show up in new quotes.

1. Wait a few minutes and check a new quote for the same dates.
2. If the mismatch persists well beyond that, or quotes offer rooms your PMS says are sold out, contact Brixa's team. See What Syncs Between Brixa and Your PMS.

A hold or optional reservation expired

Nobody finalized the hold before its time limit, so the PMS released the room back to sale and the guest no longer has a booking.

1. Contact the guest to confirm they still want the stay.
2. Create a fresh booking — availability and price may have changed since the original quote.
3. Make reviewing open holds part of your daily routine so the next one doesn't lapse unnoticed. See Reservation States Explained.

The PMS connection is temporarily down

Your PMS is unreachable, so conversations that need availability or prices may be flagged for your team.

1. Check your PMS directly — it is always the source of truth.
2. Answer any flagged guests yourself using what the PMS shows.
3. Enter urgent reservations manually in your PMS.
4. If the outage persists, contact support with the conversation reference. Full steps in PMS Issues and Recovery.