In plain words
An amber banner reading "MAYA has lost its connection to Cloudbeds" means your system stopped accepting MAYA's connection: a General Manager or Hotel Admin presses Reconnect Cloudbeds and signs in at Cloudbeds again. When the PMS tab reads Degraded instead, MAYA is still reading and sending, and one calm line says "Your Cloudbeds connection needs a refresh soon. Prices are still updating." While the connection is down nothing is read, priced or sent, and the rates already in your system, your rules, history and settings stay as they are. Mews connects with keys rather than a login, so email us and we re-enter them with you. If the connection reads Error or Disconnected for about an hour, the General Managers and Hotel Admins get one email about it.
It says "MAYA has lost its connection to Cloudbeds"
Your system no longer accepts MAYA's connection. The usual causes: the app was uninstalled or disabled in your system, the connection was revoked there, or your system kept refusing MAYA's sign-in.
The banner shows when the connection reads Error or Disconnected. Here is what stops: reading bookings, running rules and sending prices, all of it. Disconnected stays that way until someone reconnects. Error does not have to: MAYA keeps trying on its own, about ten minutes after the first failed try and then every fifteen minutes. The first try that works turns the card back to Connected, and reading, pricing and sending carry on by themselves, including any prices that were held back. If your system goes on refusing, the card stays at Error until someone reconnects. What stays: the rates already in your system (MAYA reverts nothing), your rules, your history, your room type answers and your . A price you type meanwhile is saved, and the line under the price box tells the two apart: "Saved. It will be sent once you reconnect." on Disconnected, and "Saved. Cloudbeds isn't answering MAYA right now. MAYA keeps trying to reach it and sends this price as soon as it answers." on Error.
What to do: a General Manager or Hotel Admin presses Reconnect Cloudbeds on the banner or on the PMS tab. It sends you to Cloudbeds to sign in and confirm, then back to MAYA. The banner text says the same: "Reconnecting takes one click and sends you to Cloudbeds to confirm. Your rules, history and settings are all untouched." Read Reconnect your property system.
After you reconnect, the next cycle reads your bookings again and sends any prices that were held back.
Cloudbeds tells MAYA when you uninstall or disable the app, usually within seconds. Otherwise MAYA reads the refusal on its next call, within about five minutes. Either way the banner appears, and nothing is read, priced or sent until someone reconnects. You can also reconnect from the Cloudbeds Marketplace by pressing Connect App again.
ThinkReservations does not tell MAYA when access is revoked. MAYA finds out when its reads are refused, and shows the banner once the connection reads Error: after three refused reads in a row (about half an hour), after about an hour of reads failing for any other reason, or as soon as ThinkReservations refuses to renew MAYA's access. Until then the PMS tab may still read "Connected" while Last sync falls behind. A refused rate write does not disconnect ThinkReservations; it appears in the change log as a permission problem instead.
Mews connects with keys rather than a login, and we enter them for you. When Mews refuses MAYA's keys three reads in a row, about half an hour after the first refusal, the connection reads Error and everyone on the property sees "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." A read that fails for another reason, such as Mews being down, leaves the status alone, so the PMS tab can keep reading "Connected" with no banner. Health (last 24 hours) reads "Not tracked for this system" on Mews, so then Last sync is the one sign. If Last sync on the PMS tab is more than an hour old, email us.
The status also changes, to Disconnected, with the same panel, when we remove the keys. Either way, email us and we arrange new keys with you. Read When the keys stop working.
It says "Your Cloudbeds connection needs a refresh soon"
The Connection card on the PMS tab reads Degraded. The full line is "Your Cloudbeds connection needs a refresh soon. Prices are still updating.", and it means what it says: MAYA is still reading your bookings and, when you are live, sending prices. Nothing has stopped and nothing is lost.
It usually clears by itself on the next read. If it is still there in an hour, a General Manager or Hotel Admin clicks the quiet Reconnect Cloudbeds link at the end of the line and signs in with a login that reaches this property. It does no harm. Everyone else sees the line without the link.
Why does the banner say to ask my General Manager?
Only a General Manager or Hotel Admin can reconnect Cloudbeds or ThinkReservations. Everyone else sees the same banner with "Ask this property's General Manager or Hotel Admin to reconnect it" and no button, so they can tell the right person. A reconnect link someone forwards does not get round this: it stops with "Reconnecting needs General Manager access or higher on this property." Read Roles.
I uninstalled the app in Cloudbeds by accident
Go back to the Cloudbeds Marketplace and press Connect App for MAYA again. For a property that started in the Marketplace, you land on MAYA's sign-in page with "Your Cloudbeds connection is active again. Sign in to pick up where you left off." Sign in, and the property is back on the schedule. For a property you connected from inside MAYA, sign in to MAYA first as its General Manager or Hotel Admin: Connect App then brings you to its PMS tab with "Reconnected." Anyone else sees "This property is already in MAYA, so nothing new was added." and nothing changes. Nothing was deleted by the uninstall. The Reconnect Cloudbeds button in MAYA works too.
Someone removed MAYA's permission to update rates
Reading still works, so no connection banner appears. Instead the change log shows "Prices not reaching Cloudbeds" with "Cloudbeds won't let MAYA change Deluxe rates because MAYA doesn't have permission to update rates" and the action "Give MAYA permission to update rates in Cloudbeds, then reconnect on the PMS tab." Restore the permission in your system, then press Reconnect Cloudbeds on the PMS tab. Held prices go out on the next cycle. Read Prices are not reaching your property system.
Why did MAYA disconnect after my Cloudbeds subscription changed?
When Cloudbeds answers with its wording for an app that is no longer connected, MAYA marks the connection disconnected at once and shows the banner. A change to your Cloudbeds subscription or apps can cause that. Reconnect as above. If a change to your Cloudbeds login stops the connection, the same banner appears and Reconnect Cloudbeds fixes it.
One refused read does not disconnect you. When Cloudbeds refuses a read, MAYA renews its sign-in and asks once more, and carries on if that works. The connection is marked disconnected only when Cloudbeds refuses the renewed sign-in too, or when the sign-in could not be renewed and three reads in a row were refused. An error page that does not come from Cloudbeds itself, such as a security filter in front of it, counts as Cloudbeds being down: that read fails, MAYA tries again later, and the connection stays Connected.
ThinkReservations lost its connection, how would I tell?
MAYA shows the banner and the Reconnect Think Reservations button when the connection stops working and its status changes. Because ThinkReservations does not tell MAYA, that can lag: a refused read is asked again with renewed access, and the connection reads Error after three refused reads in a row (about half an hour), after about an hour of reads failing for any other reason, or as soon as ThinkReservations refuses to renew MAYA's access. Failed reads are tried again 10 minutes later, then about every 15 minutes. If Last sync on the PMS tab is hours old and no banner shows, press Reconnect Think Reservations there anyway, with a login that reaches this hotel. It is harmless on a working connection.
It says "Mews needs its keys re-entered"
Mews uses keys rather than a sign-in, and only we can enter them. The banner has no button, and everyone on the property sees the same words, whatever their role: "Ask us to re-enter the Mews keys: email info@modern-hospitality-solutions.com." Click the address, or email us, and it takes a couple of minutes together.
This banner shows once Mews has refused MAYA's keys three reads in a row, and after we remove the keys. For about the first half hour after the keys stop working, and whenever reads fail for another reason, no banner appears and the PMS tab can keep reading "Connected". Watch Last sync on the PMS tab then. If it is more than an hour old, email us.
What Connected, Pending, Degraded, Error and Disconnected mean
The Connection card on the PMS tab shows one of these.
| Status | What it means | What to do |
|---|---|---|
| Connected | Healthy. Bookings are read every cycle. | Nothing. |
| Pending | Connected but not yet paid for. Nothing is read or priced until the subscription starts. | Finish setting up payment. |
| Degraded | MAYA is still reading and sending. One calm line says "Your Cloudbeds connection needs a refresh soon. Prices are still updating." | If it is still there in an hour, reconnect with a login that reaches this property. It does no harm. |
| Error | Your system rejected MAYA's saved sign-in (on Mews and ThinkReservations, refused three reads in a row; on Cloudbeds and ThinkReservations, refused to renew MAYA's access), or, on Cloudbeds and ThinkReservations, reads have failed for about an hour for any other reason, such as the system not answering. Nothing is read, priced or sent while it lasts. MAYA keeps trying every fifteen minutes or so, and the card goes back to Connected by itself once a try works, except after a refused renewal, which only a reconnect fixes. | If it has not cleared within a couple of hours, press Reconnect (on Mews, email us). Reconnecting sooner does no harm. |
| Disconnected | The connection is gone. The property is off the schedule. | Press Reconnect. |
| unknown | MAYA has no status on file. | Open the tab again in a moment, then reconnect if it stays. |
The banner appears for Error and Disconnected. Degraded shows the calm line instead. A Mews connection never reads Degraded. It reads Error once Mews has refused MAYA's keys three reads in a row, and keeps reading Connected while reads fail for any other reason, so on Mews watch Last sync too. A Cloudbeds or ThinkReservations connection reads Error after about an hour of failed reads of any kind, as soon as the system refuses to renew MAYA's access, or, on ThinkReservations, after three refused logins in a row. Our team is alerted after three failed reads in a row or half an hour without a good one, and on ThinkReservations and Mews as soon as a refusal puts the connection in Error.
Will I get an email?
Yes, once the connection has read Error or Disconnected 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), saying when it went down, what happened, what it means for your prices and how to reconnect. Its button, Open the PMS tab, opens the tab where you reconnect. On Mews, reply to it and we arrange new keys with you.
One email per outage. There is none for Degraded, for a break that leaves the card at Connected, for a property whose subscription has stopped, or when we remove Mews keys at your request. If you have reconnected since it was sent, the PMS tab shows the connection as it is now. Read emails MAYA sends.
Why is "Last sync" old?
Last sync is the last time bookings were read successfully. On a healthy connection it is a few minutes old. After a failed read MAYA tries again 10 minutes later, then about every 15 minutes, so once a system that was down answers again, Last sync catches up within about 15 minutes. A disconnected property stops reading altogether until someone reconnects. A paused subscription stops it too.
Why does Health say "Having trouble"?
Health (last 24 hours) counts MAYA's requests to your system over the last day: "Healthy" when 98% or more succeeded, "Degraded" from 80%, "Having trouble" below that, with the figure beside it, for example "76% of 412 requests OK". "Having trouble" usually means your system was down or refusing for part of the day. If the connection card reads Connected and Last sync is recent, the trouble has passed. If not, reconnect.
"No recent activity" means no requests were recorded in the last 24 hours. On ThinkReservations and Mews the card reads "Not tracked for this system" instead, because MAYA keeps a log of its requests to Cloudbeds only. Read Calendar and change log questions.
The log says "Reconnect on the PMS tab" but I see no banner
The banner shows only while the connection itself is marked as lost. When Cloudbeds refuses to let MAYA change rates, reading still works and the connection stays Connected, so the change log's line is the only prompt. MAYA reads the connection when the dashboard opens, when you switch property and when you open the PMS tab, so a connection that broke while the page was open shows once you reload or open that tab. Open the PMS tab: a General Manager or Hotel Admin always finds Reconnect Cloudbeds there.
After reconnecting, how do I know it worked?
A successful reconnect brings you back to the dashboard's PMS tab, on the property you reconnected, with a short note: "Reconnected." Close it with the ×. The banner stops showing once the connection reads Connected, and a few minutes later Last sync shows a fresh time.
If you land on a MAYA page headed "Cloudbeds wasn't reconnected" (or "didn't finish connecting") instead, the reconnect did not go through and nothing changed. The sentence under the heading says why, for example "This login is for a different property.", "That sign-in link ran out after 15 minutes. Start again from MAYA." or "This reconnect link was started from a different account." (the link finishes only for the person who clicked Reconnect, signed in to MAYA). If you clicked Deny at your system, it says "MAYA wasn't given access, so nothing was changed." Press Back to the PMS tab and reconnect again. Read Messages you might see, explained.
It says "This login is for a different property"
A property on Cloudbeds must be reconnected with a Cloudbeds login that reaches the same Cloudbeds property, however it was first connected. The login you used reaches a different one, so the reconnect stopped before anything changed: the old connection is exactly as it was. A General Manager or Hotel Admin presses Reconnect Cloudbeds in MAYA again, then signs in at Cloudbeds with a login for this property. Any Cloudbeds login that can reach it works, a group login included, not only the one that first connected it. Three related messages: "Cloudbeds didn't answer. Try connecting again in a moment." (Cloudbeds was unreachable, so try again), "We couldn't check this login just now. Try connecting again in a moment." (try again) and "Reconnect this property from the Cloudbeds Marketplace." (use Connect App there). Read Which login to use for what other logins do.
On ThinkReservations the same check reads "That Think Reservations login can't reach this property, so nothing was changed. Reconnect with a login for this property." Nothing changed: press Reconnect Think Reservations again and sign in with a login that reaches this hotel. If ThinkReservations signs you straight back in with the same login, sign out of ThinkReservations first.
There is no disconnect button in MAYA. To disconnect, remove the app in Cloudbeds. Disconnecting does not cancel your subscription and deletes nothing.
What happens to my prices while the connection is down?
Nothing is read, priced or sent. The rates already in your system stay exactly as they are. After you reconnect, the next cycle reads your bookings, prices again and sends what changed. Any price held back by a permission problem goes out then too.