In plain words
When the connection breaks, a General Manager or Hotel Admin reconnects it in one click, signing in with a login that reaches this property (on Mews, you email us and we arrange new keys). A banner shows for some breaks but not all, so the sign to watch is Last sync on the PMS tab. When the connection has read Disconnected or Error for about an hour, the General Managers and Hotel Admins get one email. While the connection is down, MAYA reads no bookings and sends nothing, and the rates already in your system stay exactly as they are. Disconnecting on purpose happens in your property system, not in MAYA, and it does not cancel your subscription or delete anything.
A connection breaks for ordinary reasons: someone uninstalls the app, a token stops being renewed, keys are rotated. This page covers what you see, what stops, how to put it back, and how to disconnect on purpose. The short version: reconnecting is one click and loses nothing when you sign in with a login that reaches this property, and MAYA never puts back your old rates.
The banner and who sees the button
When the connection is broken, the PMS tab shows a panel headed "MAYA has lost its connection to Cloudbeds" (or Think Reservations). The same panel appears as a banner at the top of the dashboard, whichever tab is open, from the moment the dashboard opens.
During onboarding, the prompt appears in one case only. A property that came through the Cloudbeds Marketplace, never paid and went unused for 180 days can have its connection removed (see "What is kept", below). Once that has happened, the prompt shows on the payment screen and on the import progress screens.
If the connection breaks during an ordinary import, the onboarding screens show no prompt. Open the PMS tab on the dashboard to reconnect. Reconnecting picks the import up where it stopped.
- A General Manager or Hotel Admin sees "Your prices aren't updating while this is down. Reconnecting takes one click and sends you to Cloudbeds to confirm. Your rules, history and settings are all untouched." with a Reconnect Cloudbeds button.
- Everyone else on Cloudbeds or ThinkReservations sees "Prices aren't updating while this is down." and is asked to find the property's General Manager or Hotel Admin. Only a General Manager or Hotel Admin sees the button, and MAYA checks the same thing when the reconnect starts: anyone else who opens a reconnect link sees "Reconnecting needs General Manager access or higher on this property." and nothing changes.
- On a Mews property everyone, whatever their role, sees a panel headed "Mews needs its keys re-entered", with no button and the line "Ask us to re-enter the Mews keys: email info@modern-hospitality-solutions.com." The address opens an email to us. Read Mews: what works today.
On a working Cloudbeds or ThinkReservations connection, the PMS tab shows a quiet Reconnect Cloudbeds link instead. You can use it any time, for instance after granting MAYA a permission it was missing.
When there is no banner
The banner shows only when the word on the Connection card is Error or Disconnected. On Degraded, MAYA is still reading and sending, so one calm line shows instead: "Your Cloudbeds connection needs a refresh soon. Prices are still updating." Some breaks, and a stopped subscription, leave it at Connected, so no connection banner shows:
- ThinkReservations, after MAYA's access is removed, until three reads in a row have been refused, about half an hour, or reads have failed for about an hour for another reason.
- Mews, for about the first half hour after the keys stop working, until three reads in a row have been refused. A read that fails for another reason, such as Mews being down, never changes the word.
- Cloudbeds, when the Cloudbeds user who approved MAYA is deactivated or deleted. The word may stay Connected.
- A ThinkReservations property with no hotel on record yet, reconnected with a login that reaches several hotels, for about the first hour (read "Which login to use", below).
- Your subscription has stopped, because it was cancelled or the bank's retries ran out. The connection is fine, but MAYA stops reading, pricing and sending for the property until billing is sorted. The Billing page says "MAYA has paused work on this property". Reconnecting does not help: fix it on the Billing page. Read cards, payments and invoices.
The sign to watch is Last sync on the PMS tab, the last time bookings were read. On a working connection it is a few minutes old. If it is more than an hour old, MAYA has not read your bookings for over an hour, and nothing new has been priced or sent. A General Manager or Hotel Admin can click the quiet reconnect link even while the card reads Connected (on Mews, email us). Read connection lost.
The email after an hour
When the Connection card has read Disconnected or Error for about an hour, every General Manager and Hotel Admin on the property gets one email, headed "MAYA has lost its connection to Cloudbeds" (or your system). It says when the connection went down, what happened, what it means for your prices and how to reconnect, and its button opens the PMS tab. On Mews it asks you to reply, and we arrange new keys with you. Our team is told at the same time.
One email per outage. If the connection comes back and breaks again later, the next email follows about an hour after the new break. No email is sent for Degraded, for a break that leaves the card at Connected (see "When there is no banner"), for a property whose subscription has stopped, or when we remove Mews keys at your request. Read emails MAYA sends.
What stops while disconnected
The five-minute cycle skips a disconnected property: no bookings are read, no scheduled and nothing is sent.
A connection that reads Error is not skipped. MAYA keeps trying it, 10 minutes after the first failed try and then about every 15 minutes, and nothing is read, priced or sent while the tries fail. The first try that works turns the card back to Connected, and the cycle carries on as normal with no reconnect needed.
Typing a price still re-prices those nights from what MAYA already has. The new prices show on the calendar, but they are not sent until you reconnect. A change to a room type on the PMS tab (Counts as a room or Rooms out of service) is saved, and your rules take it in from the first cycle after you reconnect. The line after a save says so: "Saved. It will be sent once you reconnect." On a connection that reads Error it reads "Saved. Cloudbeds isn't answering MAYA right now. MAYA keeps trying to reach it and sends this price as soon as it answers.", because there the price goes out with the first try that works, with no reconnect needed.
What does not change:
- Rates already in your system stay as they are. MAYA never puts back your old rates when it disconnects or when you cancel. If you want different rates while MAYA is disconnected, set them in your system.
- Your rules, history, settings, room type answers, floors and ceilings and manual prices stay in MAYA.
- Your subscription carries on. Disconnecting does not cancel it. Read cancelling, restarting and leaving.
Reconnecting
- 1
Open the PMS tab (or the banner) and click Reconnect Cloudbeds (or Reconnect Think Reservations). Only a General Manager or Hotel Admin sees the reconnect button.
- 2
Sign in on your system's website and approve. Use a login that reaches this property. It does not have to be the login that connected MAYA first. If you are already signed in to ThinkReservations in this browser, it uses that login. Read "Which login to use", below.
- 3
You are back on the MAYA dashboard. It opens on the PMS tab of the property you reconnected, with a short note: "Reconnected." Close it with the ×. The banner stops showing once the connection reads as connected, which is right away.
Syncing resumes on the next cycle, within about five minutes, or about 15 minutes if reads had been failing. (After a failed read MAYA waits 10 minutes, then 15, before trying again, and reconnecting does not cut that wait short.) The first read after a reconnect picks up the bookings you missed. Prices that changed while you were disconnected go out on that cycle like any changed price, and prices that were held for a missing permission go out on that cycle too, rather than a day later.
If your Cloudbeds property started in the Cloudbeds Marketplace (you first connected by clicking Connect App in Cloudbeds), there is a second way: click Connect App for MAYA in the Marketplace again. You land on the MAYA sign-in page with "Your Cloudbeds connection is active again. Sign in to pick up where you left off." Sign in and carry on.
If you connected Cloudbeds from inside MAYA instead (you paid first, then connected), Connect App in the Marketplace finds your property too, by its Cloudbeds property, and never adds a second one. Sign in to MAYA first, in the same browser, as the property's General Manager or Hotel Admin. Then Connect App reconnects it, and you land on its PMS tab with the note "Reconnected." Signed out, or with any other role, you see "This property is already in MAYA, so nothing new was added. Reconnecting it needs General Manager access or higher on it. Sign in to MAYA with that access and click Reconnect Cloudbeds on the PMS tab." and nothing changes. Reconnect Cloudbeds in MAYA is the simplest way either way.
If a connect stops
If connecting or reconnecting stops, at your system's sign-in or on the way back to MAYA, you land on a MAYA page instead, and nothing has changed. It has a short heading, such as "Think Reservations wasn't reconnected" or "Cloudbeds didn't finish connecting", a sentence on what to do, and one button back to where you started: Back to the PMS tab for a reconnect, Back to setup while you set up a property, or Open MAYA after Connect App in the Cloudbeds Marketplace. If you clicked Deny at your system, it says "MAYA wasn't given access, so nothing was changed. Start again and allow access." Messages you might see, explained has every sentence.
Which login to use
A login that reaches this property always works. Cloudbeds and ThinkReservations reconnects check the login before anything changes, so one that can't reach this property changes nothing.
MAYA stays with the Cloudbeds property it is connected to, whether you first connected in the Cloudbeds Marketplace or from inside MAYA. Every reconnect checks the login before anything changes:
- A login that reaches this property: everything carries on. That includes a login that covers a whole group: MAYA keeps reading and pricing this one property.
- A login that does not reach it: the reconnect stops with "This login is for a different property." and nothing changes. The old connection stays exactly as it was, so sign in again with a login that reaches this property.
- A property with no Cloudbeds property on record yet (its first read never ran): a login for a property that is already another MAYA property's stops with "This Cloudbeds login is for a property that is already connected to another property in MAYA, so nothing was changed." Ask that property's General Manager for an invitation instead. A login that reaches exactly one property binds this MAYA property to it from then on.
The reconnect also finishes only for the person who clicked Reconnect Cloudbeds, signed in to MAYA in the same browser and still a General Manager or Hotel Admin of the property. Anyone else who opens the link sees "This reconnect link was started from a different account." and nothing changes.
If Cloudbeds could not be reached, you see "Cloudbeds didn't answer. Try connecting again in a moment." If MAYA could not check the login, you see "We couldn't check this login just now. Try connecting again in a moment." Either way nothing changed, and you can try again.
MAYA stays with the ThinkReservations hotel it is connected to. Every reconnect asks ThinkReservations which hotels the new login reaches before anything changes:
- A login that reaches this hotel: everything carries on. That includes a login that covers several hotels: MAYA keeps reading and pricing this one hotel.
- A login that can't reach it: the reconnect stops with "That Think Reservations login can't reach this property, so nothing was changed. Reconnect with a login for this property." The old connection stays exactly as it was, so sign in again with a login that reaches this hotel.
- A property with no ThinkReservations hotel on record yet (its first read never ran): a login that reaches exactly one hotel binds this MAYA property to it from then on, and stops with "This Think Reservations login is for a property that is already connected to another property in MAYA, so nothing was changed." when that hotel is already another MAYA property's. A login that reaches several is taken without binding any, even when another of them is already in MAYA, so every read fails until we set the hotel by hand, and after about an hour the card reads Error: email us. A login that reaches none stops with "That Think Reservations login can't reach any property, so nothing was changed. Reconnect with a login for this property."
If you are already signed in to ThinkReservations in this browser, it uses that login, so check it is one for this property: a login that can't reach it is refused and nothing changes. The reconnect also finishes only for the person who clicked Reconnect Think Reservations, signed in to MAYA in the same browser.
If ThinkReservations could not be reached, you see "Think Reservations didn't answer. Try connecting again in a moment." If MAYA could not check the login, you see "We couldn't check this login just now. Try connecting again in a moment." Either way nothing changed, and you can try again.
Mews connects with keys, not a login. To reconnect, email us and we arrange new keys with you. Leave the keys themselves out of the email: we set up a secure way to share them. Read Mews: what works today.
The connection words on the PMS tab
The Connection card shows one word. What each one means:
| Word | What it means | What to do |
|---|---|---|
| Connected | The connection is working as far as MAYA can tell. Some breaks, and a stopped subscription, still read Connected (see "When there is no banner") | Nothing, as long as Last sync is a few minutes old |
| Pending | Connected but not paid for yet, or set up but not switched on | Finish payment, or wait for us |
| Degraded | MAYA is still reading and sending. One calm line says the connection needs a refresh soon and prices are still updating. (Cloudbeds and ThinkReservations only.) | If it is still there in an hour, reconnect with a login that reaches this property. It does no harm |
| Error | MAYA hasn't been able to read from your system for about an hour, or your system refused MAYA: Cloudbeds or ThinkReservations refused to renew MAYA's access, ThinkReservations refused MAYA's login three reads in a row, or Mews refused MAYA's keys three reads in a row. MAYA keeps trying, and the card goes back to Connected by itself once a try works | Reconnect if it has not cleared within a couple of hours (on Mews, email us) |
| Disconnected | Access has been withdrawn, or the app was uninstalled | Reconnect |
| unknown | MAYA could not read the status | Reload the page. If it stays, email us |
The banner appears for Error and Disconnected. Degraded shows the calm line instead, with the quiet reconnect link for a General Manager or Hotel Admin. A break that leaves the card at Connected shows no banner (see "When there is no banner", above). Error or Disconnected for about an hour also sends the email (see "The email after an hour"). For what to check in each case, read connection lost.
How MAYA is told about a disconnect
Cloudbeds tells MAYA when the property disables or uninstalls the app, usually within seconds. MAYA marks the connection Disconnected at once and the property leaves the cycle. If that message does not reach MAYA, MAYA finds out on its next read, within about five minutes, and the card reads Disconnected or Error. Either way, reconnect. One case is not caught: when the Cloudbeds user who approved MAYA is deactivated or deleted, the tab may still read Connected while Last sync stops moving. A user at the property who is still active reconnects.
ThinkReservations does not tell MAYA. MAYA reads the refusal when its next call fails, renews its access and asks once more. Failed reads are tried again 10 minutes later, then about every 15 minutes, and nothing is priced or sent while they fail. After three refused reads in a row, about half an hour, or about an hour of reads failing for any other reason, or as soon as ThinkReservations refuses to renew MAYA's access, the status changes to Error and the banner appears. Until then the tab can still read Connected, and Last sync is the sign to watch. A refused price write never disconnects a ThinkReservations property. Read the ThinkReservations page.
Mews connects with keys, so there is nothing to revoke from Mews' side that MAYA is told about. If the keys stop working, reads fail and back off. Once three reads in a row have been refused as bad keys, about half an hour after the first, the status changes to Error and the banner appears. A read that fails for another reason, such as Mews being down, does not count, and a read that works starts the count again. MAYA keeps trying about every 15 minutes, and once we save new keys the status reads Connected again. When we remove the keys at your request, the status reads Disconnected. Read Mews: what works today.
Disconnecting on purpose
MAYA has no disconnect button of its own. You disconnect in your property system.
In Cloudbeds, go to Marketplace, then My Apps, find MAYA and disconnect it there. Cloudbeds tells MAYA, and MAYA marks the connection Disconnected. If you did it by accident, click Reconnect Cloudbeds in MAYA. Clicking Connect App again there works too (for a property you connected from inside MAYA, sign in to MAYA first as its General Manager or Hotel Admin; see "Reconnecting", above).
To remove MAYA's access in ThinkReservations, email us and we walk you through it.
Email us and we remove the keys. If you only revoke them in your Mews dashboard, MAYA's reads start failing but do not stop. They are tried again about every 15 minutes until we remove the keys. Nothing is priced while they fail. After three refused reads the PMS tab reads Error, and about an hour later your General Managers and Hotel Admins get the connection-down email. So if you revoke them in Mews, email us as well.
When someone removed MAYA's permission to update rates
If your system still lets MAYA read but refuses the price write, the connection stays up and only sending waits. The change log shows "Cloudbeds won't let MAYA change Standard rates because MAYA doesn't have permission to update rates", with the action "Give MAYA permission to update rates in Cloudbeds, then reconnect on the PMS tab." Restore the permission in your system, then click the Reconnect link on the PMS tab. The held prices go out on the next cycle. Read when your property system does not accept a price.
What is kept
Everything. Disconnecting deletes nothing, and neither does cancelling, so a property that paid and comes back finds its history, rules and settings intact. Reconnecting never resets anything.
There is one exception, and it only touches properties that never paid. If a property connected through the Cloudbeds Marketplace has never paid for MAYA and nobody has used it for 180 days, its imported booking history, its stored connection and its credentials may be deleted. The property, its members, rules and settings stay. When that owner comes back, the banner reads "Your rules and settings are still here, and your booking history comes back once you reconnect." and reconnecting reads the history again. The same rule is in the Terms, section 8.8.
To have a property's data deleted for good, a Hotel Admin or General Manager emails us. Read privacy, security and your data.
Example: The Harbour Inn loses its connection
On Tuesday a new front desk manager tidies up the Cloudbeds Marketplace and disconnects MAYA by mistake. Within seconds MAYA marks The Harbour Inn as disconnected. The cycle skips the property from then on. The rates in Cloudbeds stay exactly as MAYA last sent them, and the calendar changes only if someone types a price.
On Wednesday Priya, the Revenue Manager, opens the PMS tab and sees "MAYA has lost its connection to Cloudbeds" with no button, because Priya is not a General Manager. Sam, the Hotel Admin, opens the same tab, clicks Reconnect Cloudbeds, signs in at Cloudbeds with a login for The Harbour Inn only, and is back on the dashboard. On the next cycle MAYA reads Tuesday's and Wednesday's bookings, runs the rules, and sends the prices that changed. Nothing else needed doing.