When your property system does not accept a price

Where you see a problem

Sending problems live in one place: the Change Log tab. There is no email and no badge for them. The exception is a lost connection: the connection banner shows when Cloudbeds stops accepting MAYA's connection, and once the connection has read Error or Disconnected for about an hour, the General Managers and Hotel Admins get one email (emails MAYA sends). While a problem is ongoing its item sits at the top of the log, above every pricing run, with an amber border. Once it is over it drops into the timeline at the point it ended, and only while the log still shows runs from that time.

Only a live property has these items, with one exception. In simulation nothing is sent, so nothing can fail to land, but on ThinkReservations a room type MAYA can find no rate type for is not priced at all, and the change log says so in simulation too, under the header "No rate to price from in Think Reservations" (read the rate type causes). Anyone on the team who can open the change log can read them.

Reading the item

An item has four parts, and a fifth you can open.

1. The header: "Prices not reaching Cloudbeds", then the date it opened and, in brackets, how long ago. The name is your system's: "Prices not reaching Think Reservations" for ThinkReservations. In simulation it reads "No rate to price from in Think Reservations".
2. The cause, one sentence, for example "Cloudbeds refused MAYA's price for Deluxe because it breaks a rate rule set in Cloudbeds, such as a minimum or maximum rate."
3. The size and the state: "6 nights, 2 room types · Still happening", or "· Resolved <when>" once the prices landed, or "· Ended <when>" when something else closed it.
4. What to do, one line, shown only while the problem is ongoing and only for causes where there is something for you to do: "Check the rate limits for this room type in Cloudbeds."
5. Show 12 tries opens the list of tries behind it, oldest first, one line per group that went the same way: "12 tries, Sep 17, 10:05 AM to 10:50 AM, 6 nights: Cloudbeds refused them". Hover a line to read your system's own words. When every line is a check MAYA made without reaching your system, the button reads Show 12 checks. A footer such as "3 other tries not shown" means more tries were counted than listed.

The words at the end of a try line say how it went: "Cloudbeds refused them", "Cloudbeds accepted them, then rejected them", "Cloudbeds never confirmed them", "Nothing to send to in Cloudbeds", "Couldn't read the rates in Cloudbeds", "Waiting to read your rates in Cloudbeds", "MAYA held them back", or "Went through". On ThinkReservations two more: "More than one rate type could be the base in Think Reservations" and "The rate type picked is gone or switched off in Think Reservations".

Room types are named in the cause: "Deluxe rates", "Deluxe and Suite rates", or "rates for 3 room types". When MAYA could not name them it says "some rates" or "some room types".

Every cause, and what to do

The sentences below are exactly what the change log says, with Cloudbeds and the Deluxe room type as the example. For ThinkReservations the name changes and nothing else.

The rate type causes (ThinkReservations)

On ThinkReservations, MAYA's hourly read of your rate types files these three whether you are live or in simulation, over every night ahead of the room types they touch. Each ends on the first read that finds a rate type for those room types.

Read Seeing and picking the rate type.

The other standard rates (ThinkReservations)

Sends to your other standard rate types are filed on their own, named by rate type and room type, so they never mix with your main rate's items. Each shows once a night has gone a few hours like that, and ends once MAYA's price lands. A refusal of MAYA altogether, such as its permission to update rates or ThinkReservations not answering, is not filed here: the item about your main rate covers it.

Matching MAYA's floor or ceiling to your system

When your system's minimum sits above MAYA's floor (or its maximum below MAYA's ceiling), you have three ways to line them up. They differ in what else they change.

1. Type it on the review. Raise that room type's floor, or lower its ceiling, in its box under "Your floors and ceilings" on the review, at maya-rms.com/onboarding/review. Only that room type changes. Read Floors and ceilings on the review. A room type that is not a room is not on that list: for one of those, email us with the room type and the numbers.
2. Change your system to match MAYA. Lower the minimum, or raise the maximum, for that room type in your system. Only that room type is touched. MAYA's floor and ceiling for each room type are in the Guardrails column on the Rate Simulator tab, and on the review.
3. Answer the floor question again. Your answer becomes the floor of every room type that counts as a room at once, not only this one. Use it when one floor suits them all. A new ceiling answer goes only to room types that have never sold above it. Set or change a floor or ceiling has the steps and the catches.

The night that was refused waits. MAYA is not told about a change you make in your system, so the night goes again within a day, or sooner if its price changes. To send it now, type a price on it that sits inside both your system's limits and MAYA's.

The time zone case

MAYA counts days on your property's own calendar, using the time zone it read from your system. On Cloudbeds it checks that time zone once a day, so a change there reaches MAYA within a day; on ThinkReservations it was read when you connected. If the time zone in your system has changed since MAYA last read it, or was wrong then, the two can disagree about when tonight ends. If midnight comes first in your system's time zone, your system counts tonight as over until midnight comes in MAYA's. It refuses any new price MAYA sends for tonight in those hours.

Don't wait for the change log to tell you, because it will usually not show this cause at all. A refused night is held rather than sent every cycle, and at midnight in MAYA's time zone it leaves the 396-night window. An item appears only once one night has had at least 5 tries over 2 hours or more. A held night rarely gets there before midnight.

Look at your rates instead. The sign is a new price for tonight, set in those hours, that shows as the Current price in MAYA but never reaches your system. Prices for later nights go through as normal. If you see it, check the property's time zone in your system first. To change the time zone MAYA uses, email us. Time, weekends, currency and holidays explains how MAYA counts days.

Retries, and holds

• A price that fails for a cause that clears on its own (slowing down, not responding, never confirmed, cause unrecognised) is sent again every cycle, up to 10 tries at that price, then once a day. For a price you typed, the line under the price box on the calendar counts them down: "Saved. It couldn't be sent yet. MAYA will retry 3 more times."
• A price that fails for a cause that needs a person (connection, permission, a rate rule, a night already begun) is held. It is not sent again until the price changes, the rate plan behind it changes, a day has passed, or, for a connection or permission problem, the connection has been reconnected. MAYA is not told about a change you make in your system. So after you do what the item asks there, the held night goes again within a day, or sooner if its price or rate plan changes. You do not have to touch the price. A different price you type goes out now; typing the same price again does not, because the tries are counted per price. To send the same price again now, use Try again under the price box on the calendar: it appears once the line there reads "This price couldn't be sent to Cloudbeds.", and sends that price once more, whatever held it. Setting a price yourself has the lines.
• A room type with no base rate, or whose only rates follow another plan, is not held. While its nights have nowhere to go, MAYA reads your system's rate plans again on every cycle. So once you add a base rate, the nights usually go out on the next cycle. For a price you typed on such a room type, the line under the price box reads "This price couldn't be sent to Cloudbeds." with the cause, and no Try again.
• A rate MAYA cannot find is looked up again once, after re-reading your catalogue, and then held.
• A price of 0 is never sent. MAYA checks each cycle whether your system now has the night at 0, and closes the item when it does.
• A night is never given up on for good. Every held or exhausted night gets one more try each day, so a fix nobody told MAYA about, such as a rate rule loosened in your system, is picked up within a day.

When you are told

• At once for a cause that needs you: a connection or permission problem, a derived-only rate, a missing base rate, a rate rule, a price of 0. And for a rate MAYA cannot find, once its second try has failed.
• After 2 hours and at least 5 tries for the causes that usually clear on their own. A price that lands on a retry before then is never mentioned. That is deliberate: an item you cannot act on is noise.
• Usually not at all for a night that had already begun. Such a night leaves the window at midnight, nearly always before it reaches 5 tries. The time zone case says what to look for instead.

An item that closed within the last hour and then fails again is reopened rather than duplicated.

Our team hears sooner than you do. Once a night has failed 3 times over 15 minutes, or has gone an hour without landing (half an hour for nights waiting on a read of your rates), an automatic alert goes to our team while MAYA keeps trying, and a second line tells them when it clears. That changes nothing on your side: you are still told at the times above.

Resolved, and Ended

An item is over when no night is still failing for that cause. The second line then says how it ended:

• Resolved when your system took the prices (for ThinkReservations, when it accepted them).
• Ended when something else closed it: a new price replaced the failing one, the night left the 396-night window, the night is no longer priced, or the property stopped sending (it went back to simulation, or its subscription lapsed).

A resolved or ended item is not deleted. It sits in the timeline at the point it ended, for as long as the log shows runs from that time.

Is this a MAYA problem or a Cloudbeds problem?

The cause sentence names which system did what: "Cloudbeds refused", "Cloudbeds isn't responding", "MAYA doesn't send". The hover shows your system's own words. As a rule:

• A refusal that names a setting (a rate rule, a permission, a plan that follows another) is settled in your system. For Cloudbeds, Cloudbeds Support can see those settings; we cannot.
• Slowing down, not responding and never confirmed are your system being busy or down. Wait.
• "MAYA couldn't tell why" and anything you cannot place: email us with the sentence, the hover text and your property name.

Contact support has our address and the link to Cloudbeds Support.

Do I need to do anything?

Only when the item has an action line. An item with no action line is MAYA keeping you informed while it retries. If the action line asks you to add a base rate, the nights usually go out on the next cycle after you do. If it asks for another change in your system, such as a rate limit, make the change, and the held nights go again within a day, or sooner if their price changes. If it asks for a reconnect, a General Manager or Hotel Admin reconnects on the PMS tab, and the held prices go out on the cycle after. Reconnect your property system has the clicks.

For a night you typed a price on, you need not wait the day. Open the night on the Calendar tab: the line under the price box reads "This price couldn't be sent to Cloudbeds." once MAYA has stopped retrying it, and Try again beside it sends the price once more now (Revenue Manager or higher). See the error log next to it opens this item. Before this item shows, the cause is written under the line instead.

ThinkReservations and Mews

MAYA's own holds are not shown

Before every send MAYA checks each night against the room type as it is now: inside the window, room type still active, price above 0, inside the floor and ceiling, backed by a recent pricing run, and your system not holding the night at 0 with no typed price. A night held by one of those checks is recorded but not shown to you, except a price of 0, which needs you. Most of the others clear on a later cycle without you. A room type switched off as a duplicate is never meant to be sent, and a night your system has at 0 waits until you load a rate there. How prices reach your property system lists the checks.