Knowledge Base
Learn about top features of our solutions. Get help whenever you need.
Lost connection to PMS
Sometimes the Exely Suite can lose connection to a hotel’s PMS. There are some steps that should be followed to restore the integration operation.
1. Integration status
Check the integration status in “PMS integration” > “Dashboard”.
The Exely Suite exchanges data with PMS at regular intervals. If no data is received from the PMS within 20 minutes, the integration status changes to “Maintenance is required”.
“PMS Integration status” page displays information on the latest successful updates, undelivered bookings, information message as well as the link to the instruction on how to restore the connection.
2. Types of integration, the first point of contact
Depending on the PMS structure, there are several types of integration.
PMS integration type defines the first point of contact in order to restore connection.
Pull integration means that a PMS sends requests to update prices and availability and receive bookings. All the settings are done on the PMS side. It is not possible to run data update forcibly on the Exely side for this type of integration.
Your PMS is integrated via pull-protocol, if:
there is no “Synchronize rate plans with PMS” button in “Room management” > “Rate plans”;
you can see two tabs in “Integration with PMS” > “Bookings delivery” tab. These are “Booking parameters” and “Comments”.
In this case, if the connection is lost, contact your PMS support team. More details: How to restore Exely PMSConnect integration (PULL integration).
Push integration means that Exely sends requests to update prices and availability and receive bookings.
Push integration allows you to forcibly run data update by clicking “Synchronize rate plans with PMS” button in “Room management” > “Rate plans”.
The most common issue with push integration is the following: either PMS web service or Exely PMS Integration Agent service freezes or is disabled on the PMS server on a hotel side. It is required to enable or restart the service.
Detailed information about the error can be found in “Reports” > “Undelivered bookings to PMS”.
Also, the service can be unavailable, if a hotel internet service provider changed the IP-address. In this case, send the new IP-address to the Exely Customer Support team.
Please note: Pay attention to the detailed error description in “Undelivered bookings to PMS” tab. It provides you with the steps to be followed and the point of contact.
If the point of contact is not indicated in the error description, the error message is not clear, or you cannot fix it, contact the Exely Customer Support team.
More details: How to restore integration with the PMS web service.
3. Integration status check
When you perform all the steps to restore integration with the PMS, check its status. Go to “PMS integration” > “Dashboard” and click the “Check the integration status” button.
If the connection to PMS is restored, the integration status changes to “Operational”.
If the connection is not restored, you will see the following message:
“Please make sure you have checked and followed the instructions. You can contact the Exely support team, and we will help you to restore your PMS integration”.
Note: If the integration is restored, integration status will not be updated automatically. Remember to click the “Check the integration status” button to ensure that the integration is restored.