Overview
The Booking Engine follows a consistent sequence. Once you understand the order in which the system evaluates a booking, reservation outcomes become predictable.
Here’s how the system works together:
- The PMS is the source of truth for inventory, base rates, restrictions, taxes, and fees.
- The Booking Engine evaluates that data, applies configured rules, processes payments, and creates the reservation in the PMS.
- Every online booking follows the same structured workflow.
This article walks through that workflow step by step so you can identify what influenced a reservation’s outcome.
How the Booking Engine and PMS Work Together
The PMS Is the Source of Truth
The PMS controls:
- Room types
- Availability
- Base rates
- Restrictions (minimum stay, closed to arrival/departure, etc.)
- Taxes and fees
- Reservation records
The PMS defines what can be booked and how it is calculated.
The Booking Engine Is the Presentation and Rule Layer
The Booking Engine:
- Displays qualifying availability
- Evaluates rate plans and pricing
- Applies packages and promo codes
- Applies booking window and cutoff logic
- Processes payments
- Creates the reservation in the PMS
The Booking Engine does not create new inventory or base rates. It evaluates PMS data and applies configured logic before displaying results to the guest.
What the System Controls
The system controls:
- The order of rule evaluation
- Real-time sync between the Booking Engine and PMS
- Reservation creation timing
- Confirmation trigger process
- Tax calculation based on PMS configuration
The End-to-End Booking Flow
Step 1: Availability Is Evaluated
When a guest searches for dates, the system checks:
- Availability in the PMS
- Minimum stay requirements
- Closed to arrival or departure restrictions
- Maximum occupancy based on guest count
- Pet eligibility (if pets are selected)
- Same-day or online booking cutoff settings
- Booking window limitations
If a room does not appear online, one or more of these conditions did not qualify. Availability must qualify before pricing is evaluated.
Step 2: Rate Plans and Pricing Are Evaluated
Once availability qualifies, the system determines which rate plans apply to the selected dates. Only rate plans that meet all criteria are displayed to the guest.
Pricing is evaluated in this order:
- Base rate plan from the PMS
- Qualifying rate plans (including package rate plans)
- Promo codes (if entered)
Why the Displayed Rate May Not Match the Occupancy Map
If the rate shown online differs from the Occupancy Map in the PMS, review:
|
Possible Cause |
What It Means |
|
Different date range selected |
Rates vary by season or date |
|
Different rate plan selected |
A package or alternate rate plan applies |
|
Promo code applied |
A discount adjusted the displayed rate |
The Occupancy Map shows base PMS rate information. The Booking Engine displays the rate that qualifies for the specific dates and selected rate plan.
Step 3: Packages, Add-Ons, and Promo Codes
Understanding these features helps explain how the total is calculated. These features affect pricing, not availability.
|
Feature |
Changes Nightly Rate |
Can Have Its Own Restrictions |
|
Package Rate Plan |
Yes |
Yes |
|
Add-on |
No |
No |
|
Promo Code |
Yes |
Yes |
- Package rate plans bundle room pricing with configured components.
- Add-ons are optional items selected after a room is chosen and do not change the base nightly rate.
- Promo codes apply discounts to qualifying rate plans and may include their own eligibility rules.
Step 4: Payment Logic Is Applied
After the guest enters payment information, the Booking Engine applies:
- The active Deposit Policy in the PMS (Creating a Deposit Policy)
- Booking Engine payment settings (including Automated Payments)
Payment behavior is determined by both settings working together.
Deposit Required
The configured deposit amount is charged at booking.
Full Payment Required (100% Deposit)
The full reservation amount is charged at booking.
Card on File Only
The card is stored and no automatic charge is processed.
If payment behavior does not match expectations, review:
- The active Deposit Policy in the PMS
- Whether Automated Payments are enabled in Booking Engine settings
Step 5: Reservation Is Created in the PMS
After the booking form is completed, the reservation is created in the PMS.
If payment processes successfully:
- The reservation is created instantly
- A confirmation number is generated
- Confirmation email is triggered
- Payment records attach according to configuration
If payment fails:
- The reservation is still created in the PMS
- The guest sees a payment failure message
- The reservation includes a failed payment indicator in the PMS
- The property can follow up to confirm payment
Reservation creation and payment success are related but separate events.
Confirmation Behavior
Confirmation messaging is controlled in Booking Engine settings.
- The assigned confirmation letter determines what message is sent.
- A Payment Failed letter can be configured separately.
- Reservation creation occurs regardless of payment success.
Note - If a payment fails, the reservation is still created in the PMS but is not confirmed. The property is responsible for contacting the guest to obtain updated payment details or cancelling the reservation according to their policies.
If confirmation behavior does not match expectations, review the assigned letters in Booking Engine Settings.
- Booking Engine → Booking Engine Settings → Confirmation Options → Confirmation Letter
Step 6: How Gift Certificate Purchases Work
Gift certificates can be purchased and are configured within the Booking Engine settings.
Gift certificate purchases function differently from room reservations.
- Purchasing a gift certificate does not create a room reservation in the PMS.
- Gift certificates are financial transactions, not bookings.
- Gift certificates are redeemed at the property according to the property’s internal process.
- Gift certificates cannot be used as a payment method during the Booking Engine checkout process. Online bookings must be completed using a credit card.
- Gift certificate purchases generate their own confirmation messaging separate from reservation confirmations.
Gift certificate purchases do not affect unit availability. Availability changes only when a reservation is created and a unit is assigned in the PMS.
Where to Look When Something Behaves Unexpectedly
Use this table as a quick verification guide.
|
If You See |
First Check |
Second Check |
|
Room missing online |
Restrictions (minimum stay, closed to arrival/departure, cutoff) |
Unit availability in the PMS (Occupancy Map) |
|
Rate different than expected |
Selected dates and rate plan |
Promo code entry |
|
Deposit charged unexpectedly |
Booking Engine Payment Settings (Automated Payments) |
PMS Deposit Policy |
|
Total higher than expected |
Add-ons selected |
Package rate plan selected |
Reviewing these areas typically identifies the cause.
When to Contact Support
Contact Support if:
- A confirmed reservation does not appear in the PMS
- The displayed rate does not align with the configured rate plan for the selected dates
- A payment processes incorrectly
- Reservation details in the PMS do not match what was booked online
When contacting Support, include:
- Reservation number
- Arrival and departure dates
- Screenshots of relevant settings
- A brief description of what occurred
Providing these details allows the situation to be reviewed quickly and accurately.