My Customer’s Reservation Isn’t Showing in Akia
There is often a delay between when a reservation will be created in your PMS and when it shows up in Akia. This can range from a few minutes to 10-20 minutes. Please wait a few minutes to see if the delay is the reason for the reservation not showing, and refresh your browser page before searching for the guest’s name/phone number/reservation in the Akia search bar.
Cloudbeds Troubleshooting
If you are using Cloudbeds, please check the notification bell to the left of your profile to see if there’s an issue with your Cloudbeds integration.
If you have been notified that there’s an issue with your Cloudbeds integration, please go here to uninstall and reinstall the Cloudbeds app: https://sys.akia.ai/integrations/apps/cloudbeds
Note: You need to be an Admin in Akia and in Cloudbeds to reinstall the app, and uninstalling and reinstalling will not affect your current reservations in Akia.
After you have reconnected Cloudbeds, you’ll see the notification, and your reservations will slowly start populating into Akia in the next half hour. (If the reservation is set to arrive more than one month out from when you reconnected, your team will need to manually push the reservation to Akia if you want to send any pre-arrival/booking confirmation messages. To manually push the reservation to Akia, you can briefly change the reservation status and that will push it to us.)
The Reservation Details Are Wrong
Akia gets the reservation information from your PMS, please check your PMS to ensure that the reservation information is correct.
- If an update needed to be done, Akia should be receiving the updated data within the next half hour and will automatically update the reservation on our end.
- If the information in the PMS is correct, please reach out to us in the Support Chat or at help@akia.com so we can better assist.
The Reservation Is Under the Wrong Guest Profile
Akia assigns reservations to guest profiles by matching the phone number/email in the reservation to the phone number/email in the guest profile. If no current guest has the same phone number/email, a new guest profile is created; but if a guest has the same phone number/email, the reservation will be added to their profile.
The Contact Info Is Correct but the Guest’s Name is Wrong
If the reservation is added to an existing guest, the name on the reservation will automatically be reflected in the guest profile.
For example, if Jane Doe books a reservation with the phone number 123-456-7890 but that number is already in the system under the guest John Smith, the reservation will be added to John Smith’s guest profile in Akia since the phone number is the same, and the name will update to “Jane Doe.”
Two Guests Have the Same Reservation Associated With Them
Most likely the reservation was booked with one of the guest’s contact information, but it was then updated in your PMS and a new guest profile was automatically created from the updated contact information.
Because the wrong guest will be sent the scheduled messages if the reservation is on two different guest profiles, please reach out to us in the Support Chat or at help@akia.com so we can remove the reservation from the wrong guest profile.
A Guest Has Multiple Reservations Associated With Them That Should Not Be There
Please check if the phone number/email for the guest is an OTA and/or if it’s a company booking for multiple guests. If it’s a group booking, this would cause the reservation contact information to be the same and all of the reservations to be merged under the same guest profile.
We would recommend updating the reservation in your PMS to accurately reflect the various guests that are staying in each room so that Akia can create new guest profiles and send your automated messages to the correct phone numbers. Please also reach out to us in the Support Chat or at help@akia.com to remove the reservations from the guest profile so they are not bothered by them.