Summary: If guest profiles or bookings are not appearing — or are out of date — on AXP, this is usually caused by a disruption in the data feed between your Property Management System (PMS) and AXP. This guide helps you identify and report the issue to the Alliants support team.
Applies to: Properties using the OHIP (Oracle Hospitality Integration Platform) integration with AXP
Common scenarios
Guest profiles not visible when creating a Request
When submitting a Request (e.g. a Glitch or service request) for a specific room, you may find that no guest profile appears — even though a guest is checked in. This means AXP has not received the booking or profile data from your PMS for that room.
This is different from a permissions issue. If the profile is missing for all staff members across multiple rooms, it is most likely caused by a data sync problem between your PMS and AXP, not a user access issue.
Steps to take:
Note the room numbers where profiles are missing (e.g. rooms 104).
Note the request type you were trying to create (e.g. Glitch).
Check whether the issue affects all staff or just you.
Contact Alliants support with these details — see How to report the issue below.
What to check before contacting support
1. Confirm the scope of the issue
Check whether the issue affects all staff or just specific users.
If only one staff member is affected, it may be a permissions issue — check their role in AXP.
If all staff are affected, it is likely a data sync issue.
Note which specific property or rooms are affected.
Note when the issue first started.
2. Identify what is missing
Check which of the following applies:
Guest profiles are missing or not visible on Requests
Bookings are not appearing or are not up to date
Both profiles and bookings are affected
This detail helps the support team diagnose the root cause faster.
How to report the issue to Alliants support
When you contact support, please include the following information:
Property name and, if known, the property ID used in your PMS (e.g.
RSTBH)Which rooms or request types are affected (e.g. rooms 104, 131, 331; request type: Glitch)
How many staff members are affected
When the issue started or was first noticed
Any recent changes at your property — for example, a new hotel or property being added to your group, a system upgrade, or a configuration change
What happens next
Once your report is received, the Alliants support team will:
Check whether your property is actively receiving data from your PMS.
Verify your integration configuration is correct.
Coordinate with your PMS provider (Oracle) if the issue is on their side.
Keep you updated and confirm once data is flowing again.
ℹ️ Info: If a new property was recently added to your hotel group, this can occasionally affect the data feed for existing properties. Letting support know about any recent changes will help speed up the investigation.