There are several potential reasons why guests may not be receiving Stargate messages for manual or direct bookings:
- Reservation Import Issues: Reservations may not be importing correctly from your PMS to Autohost, preventing Stargate messages from being triggered.
- Integration Configuration: The PMS-Autohost integration may not be properly configured to handle manual or direct bookings.
- Messaging Settings: Autohost messaging settings may not be configured to send messages for manual or direct bookings.
- Delayed Processing: There might be a delay in processing manual bookings, resulting in messages not being scheduled or sent immediately.
- User Permissions: Incorrect permissions for the person creating the manual booking may prevent necessary information from being sent to trigger Stargate messages.
To troubleshoot this issue:
- Verify that manual/direct bookings are successfully importing from your PMS to Autohost by creating a test reservation.
- Review Autohost messaging settings to ensure they include rules for direct and manual bookings.
- Check the integration settings between your PMS and Autohost for correct configuration across all booking types.
- Examine the Autohost dashboard for specific bookings to see if reservation details are present and if any error messages are displayed.
- Contact Autohost support for further assistance if the issue persists.
Remember that manually created bookings may require additional steps or time to trigger automated messages compared to bookings from connected channels. If problems continue, consider disconnecting and reconnecting the Autohost integration in your PMS account.