Booking does not appear

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A customer just said she booked online, but it is not showing as booked, at all. IS there a delay?

She called her credit card company and they confirmed that she charged her account in the right amount. They even knew who it was going to. However, no history of this on your system.

This was about 60 minutes ago.

Please check to see what is going on.

Thank you,
Claudia

While looking at the main booking calendar, try refreshing the browser several times. It might be a caching issue. Hit F5 on your keyboard 5 or 6 times. You can also try Ctrl + F5 which sometimes forces more of a browser update.

Also look at the grid view. Do you see it showing up there?

Do you see outbound emails that were sent to the guest under the new Email address? Have you received any emails yourself?

No to all of the above!

Tried refresh, looking at grid, looking at emails sent. Everything has no evidence of being booked.

Claudia

Here is the information...

Quote # 16179

Claudia

Ok, I will look into it and get back to you. I'm running behind today so it might be an hour or so.

Ok. I am going away tomorrow and I am preparing to go. I would like to resolve this, ASAP, so I don't have to worry about this.

Claudia

I just noticed something. This may or may not have anything to do with it.

She booked this item and then an inquiry came in to the system by her. This inquiry, I don't know when it actually was to come in. Was it days ago, when she first inquired? Or, is it a new one that she entered? Doesn't make any sense that it would come now.

Claudia

Ok, I see the transaction activity. The guest is incorrect. She attempted to submit payment a bunch of times, but they were all declined. I will contact you offline with more details. Her quote is still open, and no booking record is in place, because her payment was never successful.

PS. For anyone else reading this thread, there it never any delays in bookings showing up. They show up immediately on the calendar or list as soon as they are successful.

I went through the process myself, on her behalf and approved it. Now it is showing booked.

My question is, does it say anywhere on OWnerRez that it was ACCEPTED by the owner and not the guest? That would be nice to have, if something arises and you want to know that it was them and not you that accepted.

Claudia

On the overview page of the booking, the little blue summary bar states whether the guest accepted the quote themselves or whether you manually added the booking in the control panel. Is that what you mean? On our side, we do track an audit trail on who made the booking/payment request so we can see if the guest did it on their IP address or the owner did.

So, if I wanted to know if the guest ACCEPTED the booking or the owner did, I would have to ask you?

Claudia

BTW, as I stated, I did the actual ACCEPTING for the above transaction. My calendar is not showing it booked. Everything else is. Do you know why?

Claudia

If the owner finalizes it, it will show a message saying that on the booking overview page. If the guest accepts and completes the quote, it will say that instead. Now, if the owner pretends to be the guest and accepts it using the payment form, there's not really any way for the system to know that.

Can you be more specific here? Do you mean the main booking calendar in OwnerRez isn't showing it, or one of the calendars on the listing sites (VRBO, HomeAway, etc) isn't showing it?

OwnerRez calendar

Funny thing is that VRBO is showing booked. It's OwnerRez that doesn't show it.

Try that refresh thing I mentioned earlier. F5 and Ctrl + F5 several times. Do you see it in your grid view?

F5 on the apple seems to be brightness, not refresh. I completely logged out and back in, still nothing.

Grid shows there. Shows on that calendar as reserved.

Just not in the Main BOOKING screen.

We're looking into a caching issue. Others are commenting that the main calendar view is "sticky" and takes a couple of hard refreshes before showing new bookings. One of the latest releases may have caused this.

ok