Start here: the four questions people ask first

Did a rule cut my price for the wedding weekend?

One of your rules may have. Open the Change Log tab and find the night. Each change names the rule that acted and the reason, in one or two sentences. The change log opens on the 10 most recent runs that changed a price; click Older at the bottom for the ones before, back through 90 days. For a change older than that, check the night's Current price and any Manual badge on the calendar. Within the 90 days, if you cannot find it, email us the night and room type and we can read the detail for you. If a booking speed rule cut the night, the sentence reads something like "Bookings came in much slower than normal in the month up to yesterday: 1, against the 5 a night like this usually gets in those days."

That reading can be right and still feel wrong, for two reasons.

First, a wedding booked as one reservation is one booking. For booking speed, a booking counts once however many rooms it holds (on Mews, each room is its own reservation and counts on its own, unless counted as bookings made together, below). On Cloudbeds and ThinkReservations, so does a wedding whose guests book separately in one group or block, once MAYA has read your history with those links. And with Count bookings made together as one ticked in Settings, 3 or more separate reservations for the same room type and dates, made within 3 hours of each other, count as one booking on any property system, Mews included, once MAYA has read your booking history with the time each booking was made. Either kind of group counts as one unless Count a group as up to, under Advanced, is set higher. A 20-room wedding counted as one is 20 booked rooms for occupancy and one booking for booking speed. If similar Saturdays had received 5 bookings by this point, one booking reads as much slower, and a cut rule that measures only booking speed fires. It does not look at how full the night is unless you gave it an occupancy condition.

Second, MAYA reads bookings, not blocks or allotments, from Cloudbeds, ThinkReservations and Mews. A wedding held as a block in your property system, with no booking behind it, adds nothing to the count and nothing to occupancy.

A tentative booking is different. On Cloudbeds a booking marked Confirmation Pending counts as booked, and on Mews so does one marked Optional, Enquired or Requested. They count for occupancy and for booking speed, like any other booking.

Fix it now. On the Calendar tab, open the night, and on the room type card type the price you want. Use through… to cover the whole weekend in one save. On a live Cloudbeds property that price goes to your system now, and ThinkReservations applies it shortly after. With Mews a typed price is never sent, and the confirmation says so: "Saved (simulation: not sent to Mews)." Rules that had already moved the night are paused for that room type. Read Setting a price yourself.

Keep the rules off those nights. Your typed price is not a lock. Once its wait is over, a booking speed rule reads the night again and can cut on top of your price. To keep your number, switch off the cut rules on the Rules tab until the weekend has passed. Off stops a rule on every night, and what it already did stays. Read Hold a price for an event.

Prevent it next time. Give your cut rules an occupancy condition, so a full night can never read as one to cut. The two starter cuts setup builds now come with one, Less than 70; starter rules built before that, and rules you built, have none unless you add it. Click Edit on the rule, add Sellable occupancy (%) Less than 50 as a second condition and click Save changes. Apply price adjustments takes off every cut the rule had made, on every night, and the edited rule then cuts again only where it is true now, so a night it had cut more than once goes back to one cut. Skip price adjustments keeps the cuts on the days the window showed, and the edited rule keeps new cuts off the full nights. Read Change a rule.

For a block held in your system without bookings, mark its rooms not yet booked as out of service on the PMS tab so occupancy reads against what you can sell, and lower that number as guests book into the block (clear the entry and add it again with fewer rooms). Otherwise occupancy won't read right once guests book from the block.

Read A price looks wrong for the other surprises, and Booking speed for how the count works.

Why did nothing change today?

Most pricing runs change nothing, and the change log hides them by default. Press Show All Cycles and each stretch of those runs shows as one line, such as "Prices checked 47 times from Sep 24, 10:05 AM to 1:55 PM (4 min ago), nothing needed to change." A quiet property is a property whose rules were checked and found no reason to act.

The usual reasons a rule stays quiet:

• A standard rule holds. A standard rule (no booking speed or pickup count condition) changes the price once when its condition starts to hold, then holds it. It does not fire again every day.
• A booking speed rule is waiting. After it acts on a night it leaves that night alone for its wait, from 1 day to 2 weeks. When the wait is over it counts only bookings made since the newest change still on that night by itself or a stronger booking speed or pickup rule moving the price the same way, or a stronger rule's change that going live from your current rates took off, so a burst already acted on cannot make it act again.
• Not enough history. A booking speed rule stays quiet only when there are neither similar past nights nor enough nearby nights to read momentum from (how nearby nights are filling now). Then Show the numbers under a change says "Booking speed wasn't rated for this night, so rules that watch booking speed left it alone." Standard rules (rules with no booking speed or pickup count condition) work from day one.
• A read failed. A run whose booking read failed prices nothing and sends nothing. Last sync on the PMS tab shows the last read that worked. On Cloudbeds, Health (last 24 hours) also counts the requests that failed. On ThinkReservations and Mews that card reads "Not tracked for this system", so check Last sync.
• The subscription lapsed. A red banner at the top of the app reads "MAYA has paused work on this property". Nothing runs until the subscription restarts. After failed payments, update your card. After a cancellation, start a new subscription. The banner says which, and its Restart MAYA button opens the Billing page. A paused subscription is on hold in Stripe: its banner has an Email us button instead, and we get it running again.
• The connection is lost. Open the PMS tab to check. The amber banner at the top of the dashboard, "MAYA has lost its connection to Cloudbeds" (or your system's name), shows whichever tab is open once the connection is marked as lost. On Mews it reads "Mews needs its keys re-entered" instead, and only we can re-enter them. While the card reads Error or Disconnected, nothing is read, priced or sent. Disconnected waits for someone to reconnect. Error can clear by itself, because MAYA keeps trying about every 15 minutes.
• Rules are switched Off. The Rules tab shows each rule's Status.

In simulation the log still fills. Every run happens, every change is written down, and nothing is sent. So a quiet log is quiet for one of the reasons above, not because you are simulating.

Read A rule did not fire for the full checklist.

Can I undo that?

Yes, three ways, and one that does not work.

1. Type the price you want. On the Calendar tab, open the night, type the price on the room type card and press Save. On a live Cloudbeds property it is sent now, and ThinkReservations applies it shortly after. With Mews it is never sent. This is the fastest fix for one night or a range.
2. Delete the rule. On the Rules tab, Delete undoes every price change the rule made, on every night. The dialog offers Delete Rule and Undo Its Changes. Deleting cannot be undone, and the rule's history stays in the change log under its name ("Pricing rule" in entries from before October 2026).
3. Stop it on that night. When the amber banner asks, Stop for this night means the rule makes no more changes there. What it already did stays.

Switching a rule Off does not undo anything. Its changes stay exactly where they are, which is the point: you can pause a rule without prices jumping. The delete dialog's other button, Turn It Off and Keep Its Changes, does exactly that.

Read Undo a price change for the steps, and When a change comes off for what comes off on its own.

Is it sending prices right now?

MAYA sends prices only when you have gone live, and only for nights whose price changed since the last send. There is no "sending" light on the dashboard. The word live beside the time at the top right of the calendar ("Updated 3:05:12 PM · live") only means the calendar refreshes by itself. It shows in simulation too. Here is how to tell.

• The top of the screen. A slim amber strip reading "Simulation · MAYA works out prices but sends nothing to Cloudbeds" means nothing is being sent. A small green Live tag at the very top right means you are live.
• The change log. A live change says "Sent to Cloudbeds." once its price went, or "Waiting to be sent to Cloudbeds." until it does. A run made in simulation is tagged Simulation and says "Nothing was sent to Cloudbeds."
• The starter rules box. Open the review screen at maya-rms.com/onboarding/review. The box headed "While you were here, we built your first pricing rules" shows "✓ Live: your rules are now managing prices" once you are live, and the buttons Keep them and Remove them and start with a clean slate while you are simulating. The box appears only when MAYA built starter rules for you during setup, which needs about 60 days of history, and it stays after someone clicks Get suggestions from my data. Without it, read Going live.
• A price you typed. If you typed a price for a real reason lately, its confirmation read "Saved. Sending to Cloudbeds now." on a live property and "Saved (simulation: not sent to Cloudbeds)." while simulating. Do not type a price only to test this: on a live property it sends the price, and it takes any booking speed or pickup change off that night for good.
• The alert banner. In simulation the amber banner says a rule "would have 3 raises" on a night. Live, it says "has 3 raises".
• Compare a night. Open a night in your property system and in MAYA. Live, the rate there matches MAYA's Current price within a few minutes of a change.

Sending problems show in the Change Log tab as an item headed "Prices not reaching Cloudbeds" (or your system's name). Success is silent. Last sync on the PMS tab is the last time bookings were read, not the last time a price was sent.

Mews: nothing is ever sent, live or not. MAYA reads Mews bookings and shows prices, and sending to Mews is not built yet.

Read Simulation mode and How prices reach your property system.

The rest of this section

• A price looks wrong: jumped 50%, $1, $99,999, stuck at the floor, changed with no rule named, back to the base rate, an unpriced night.
• A rule did not fire: the day card says 85% but the rule did not act, fired on Deluxe but not Standard, 395 days out but not 397.
• Booking speed reads oddly: faster from two bookings, compared with a festival, a group counted once, a holiday MAYA does not have.
• Occupancy looks wrong: differs from Cloudbeds, over 100%, tiny on Mews or ThinkReservations, a room type with 100 rooms.
• Prices are not reaching your property system: went live and nothing is sent, the old price is still in Cloudbeds, a rate you changed there was written over.
• Connection lost: the banner, who can reconnect, what Degraded, Error and Pending mean.
• Calendar and change log questions: every day amber, a busy night red, "$" for a euro property, the log is empty.
• Account and billing problems: cannot sign in, "Payment received" is stuck, billed for 20 rooms but running 24.
• Messages you might see, explained: many on-screen messages, grouped by where you see them, with what, if anything, to do.