Summary: If bookings are not syncing between your PMS and AXP (Alliants Experience Platform), check the integration status in Settings → Integrations, verify the PMS connection is active, review sync logs for errors, and ensure the booking meets sync criteria (valid dates, guest data). Contact AXP Support if issues persist.
Permissions Required: Roles required in AXP to troubleshoot booking sync issues are Location Administrators, IT Staff, Operations Managers.
Booking sync issues can disrupt operations. This guide helps you diagnose and resolve common synchronisation problems between your PMS and AXP.
Common Sync Issues
Missing Bookings
If bookings are not appearing in AXP, check that the PMS integration is active and connected, the booking falls within the sync window (typically ±30 days), the booking has the required data fields, and there are no error messages in the sync log from your PMS.
Stale or Outdated Data
If booking data appears outdated, this may indicate a sync delay. Check the last sync logs in your PMS and share it with Alliants support team for help. Most integrations sync at regular intervals.
Duplicate Bookings
Duplicate bookings can occur when confirmation numbers change or when manual bookings overlap with PMS-synced ones. Review and merge duplicates as needed in your PMS.
Troubleshooting Steps
Step 1: Check Integration Status
Go to Settings → Integrations and verify the PMS connection is active.
Step 2: Review Sync Logs
Check the sync logs in your PMS for any error messages. Common errors include authentication failures, timeout errors, and data validation issues.