SynXis Troubleshooting: The Most Common CRS Problems and How to Fix Them

When SynXis Breaks, Every Hour Costs You Bookings

SynXis is a powerful platform — but when something breaks or misconfigures, the consequences are immediate: reservations fail to deliver, rates display incorrectly on OTAs, or your inventory goes out of sync. The challenge is knowing where to look.

This guide covers the six most common SynXis problems I encounter and the exact steps to resolve each one.

Problem 1: Reservations Not Arriving in the PMS

Symptoms: Bookings visible in SynXis Reservation Manager but not appearing in your Property Management System.

Common causes:

• PMS interface credentials have expired or been changed
• The PMS connection is in a suspended or error state (check the Interface Manager in SynXis)
• A rate plan or room type in the new booking is not mapped in the PMS interface
• Message queue backup — the interface is connected but processing has stalled

Resolution steps:

1. Go to SynXis Interface Manager and check the connection status of your PMS interface
2. Look for error flags or suspended message queues and restart the interface if needed
3. Verify that the specific room type and rate plan on the failing reservation are mapped in the interface configuration
4. If credentials are the issue, work with your PMS vendor to reissue and update them in SynXis

Problem 2: Rates Displaying Incorrectly on OTAs

Symptoms: The rate shown on Booking.com or Expedia does not match what is configured in SynXis.

Common causes:

• Manual rate override applied directly inside the OTA extranet, overriding the SynXis push
• A promotional program (Genius discount, mobile rate) applying an additional reduction not accounted for in your rate strategy
• Currency conversion rounding on multi-currency properties
• The OTA channel is mapped to the wrong rate plan

Resolution steps:

1. Log into the OTA extranet and check for any manually applied rate overrides or promotions — remove or reconcile them
2. In SynXis, verify the rate plan assigned to that channel connection and confirm the rate values are correct
3. Push a manual rate update for the affected dates and verify the result in the extranet within 30 minutes

Problem 3: Inventory Out of Sync (Overbooking Risk)

Symptoms: Channels are showing availability when the hotel is sold out, or rooms are blocked that should be available.

Common causes:

• A cancelled reservation did not return inventory to the pool (failed cancellation message)
• Manual inventory adjustments made in one system but not reflected in SynXis
• Sell limits configured on a channel that do not reflect actual remaining inventory

Resolution steps:

1. Run a daily inventory reconciliation between SynXis and your PMS for high-demand dates
2. Check the reservation history for any cancellations that occurred without corresponding inventory returns
3. Manually adjust inventory in SynXis if needed, then push an inventory update to all channels

Problem 4: Stop-Sells or Restrictions Not Pushing

Symptoms: You applied a closed-to-arrival, minimum stay, or stop-sell in SynXis but the OTA is still accepting bookings for those dates/conditions.

Common causes:

• The restriction was applied at the wrong hierarchy level (property vs. rate plan vs. room type)
• The channel does not support that restriction type — some OTAs ignore certain SynXis restriction flags
• A transmission error prevented the update from delivering

Resolution steps:

1. Check the SynXis distribution log for the affected date range to confirm the restriction message was sent and acknowledged
2. If no acknowledgement, manually re-push the restriction and monitor the log
3. For unsupported restriction types, apply the equivalent restriction directly in the OTA extranet as a backup

Problem 5: Direct Booking Engine Not Showing Correct Rates

Symptoms: Your website's booking engine displays different prices than your OTA channels, or shows rates as unavailable incorrectly.

Resolution steps:

1. Confirm the rate plan assigned to your booking engine connection in SynXis
2. Check that the rate plan has the "bookable via direct channel" flag enabled
3. Verify that your booking engine embed code or API credentials have not expired

Problem 6: SynXis Login or User Access Issues

Symptoms: Team members cannot log in, or users are missing access to certain SynXis modules.

Resolution: User management in SynXis operates on a role-based access model. Contact your Aven Hospitality account administrator to reset credentials or adjust user role permissions. For persistent access issues, open a support ticket directly with Aven.

When to Call a SynXis Specialist

If you've worked through these steps and the problem persists — or if you're facing a complex issue involving multiple connected systems — it's worth bringing in expert support. Learn about my SynXis troubleshooting service or get in touch directly.

Disclaimer: SynXis interface options, available features, and support processes may vary by contract and market. Confirm details with your Aven Hospitality account representative.