1. Confirm the reservation in the correct tiket.com Extranet property.
2. Search the entire PMS by Itinerary ID, guest name, and stay dates.
3. Check that the booked room and rate plan match the intended PMS products.
4. Protect the room once if the confirmed booking creates an overbooking risk.
5. Contact the responsible support team with one complete case.
When a tiket.com booking is not showing in your PMS, start with the reservation—not the integration. If the correct tiket.com Extranet property shows the booking as confirmed, treat it as an active stay while your team checks the PMS and protects the room.
Do not ask the guest to book again, cancel the tiket.com reservation, or let several people create replacement records. Follow the five hotel checks below in order.
1. Confirm the Reservation in the Tiket.com Extranet
On the desktop Extranet, open Bookings > Search Bookings. Search by Itinerary ID or guest name, expand the date range, and include confirmed, modified, and cancelled reservations.
You can also check the Lignum by tiket.com app. Open Reservations, choose the Check-In or Booking tab, select the relevant date range, and search by guest name or Itinerary ID. Menu wording may vary as the platform changes, so use the reservation-search function visible in your account.
Open the reservation and confirm:
- Property and Itinerary ID
- Current booking status
- Check-in and check-out dates
- Room type, rate plan, and occupancy
- Price, payment instructions, and cancellation policy
- Latest modification and important guest requests
If the reservation is not in the Extranet, recheck the property, date range, and Itinerary ID. Do not create a PMS reservation from a guest screenshot or forwarded email alone. If it is confirmed, record the details and continue.
2. Search the PMS With More Than One Field
Do not rely only on today's arrivals screen. Use the PMS global reservation search with the tiket.com Itinerary ID, guest surname, arrival and departure dates, and booking date.
Expand the search to every relevant status, including confirmed, pending, unassigned, modified, cancelled, archived, and duplicate reservations. If your account manages several properties, confirm that you are searching the correct hotel and then check whether the booking was placed under another property.
Review date, source, room, status, and user-permission filters. A modified reservation may have moved outside the original arrival window, while a cancelled stay may appear only in history.
If the Itinerary ID already exists on an incomplete PMS record, preserve that record and contact support. Creating a second reservation can reduce inventory twice and send duplicate guest messages.
3. Check the Room Type and Rate Plan
A confirmed booking normally moves from tiket.com through the property's channel connection into the PMS.
Compare the room type in the Extranet with the PMS room type that should receive the booking. Then compare the rate plan. Check the meal option, cancellation policy, occupancy, payment model, and final price so you know the two products represent the same offer.
Pay attention to recent changes. A room or rate plan may have been renamed, copied, replaced, deactivated, or newly connected. Similar display names do not prove that the correct products are linked.
If the booked product is not connected to the intended PMS inventory, the room may remain sellable while the reservation is missing. A hotel channel manager can keep connected reservations and room availability in the same hotel workflow.
Keep Channel Bookings and Inventory Together
Manage connected reservations and room availability from one Smart Order workflow, with a free plan available for getting started.
Check for a visible warning in the PMS or channel manager, but do not change several room or rate-plan connections to force one booking through. A broad change can send future reservations to the wrong inventory or price plan.
4. Protect the Guest and Inventory Once
If the Extranet confirms the reservation and the PMS still has no usable record, check whether the room remains available for sale. Act immediately for a same-day arrival, the last available room, or a nearly sold-out date.
Use one approved protection method:
- Place one documented temporary hold on the correct room inventory; or
- Create one clearly labelled manual PMS reservation if hotel policy requires it.
Add the Itinerary ID and a note such as “temporary record—awaiting tiket.com booking recovery.” Copy the stay dates, room, rate plan, occupancy, price, payment instructions, and cancellation terms carefully. Do not place card details, security codes, passwords, or one-time codes in ordinary notes.
Do not reduce the same inventory separately in the Extranet, channel manager, and PMS. Assign one staff member to reconcile the temporary control when the connected booking appears.
5. Contact the Right Support Team
If the reservation is absent from the Extranet after you verify the property and search details, contact tiket.com Accommodation Support. If it is confirmed in the Extranet but absent from your connected PMS or channel manager, contact that software provider. If the channel manager can see the reservation but the PMS cannot, start with the PMS provider.
Open one support case and include:
- Property name and property ID
- Tiket.com Itinerary ID
- Guest name and stay dates
- Booking status and latest update time, including the time zone
- Extranet reservation screenshot and PMS search screenshot
- Tiket.com room and rate-plan names and their intended PMS products
- Any visible warning and any temporary inventory action already taken
Ask one direct question: can the original reservation be recovered safely, or should the hotel keep the temporary manual record? Let the responsible provider choose the correct recovery method. Hotel managers do not need to determine how the connection sends or collects reservations.
Do not ask several support teams to restore the booking at the same time. Keep one owner and record each action so the same reservation is not created twice.
6. Verify the Fix Before Closing the Case
When the reservation appears, compare it with the tiket.com Extranet. Confirm that only one operational PMS reservation exists and that the Itinerary ID, guest, dates, room, rate plan, occupancy, price, payment instructions, and status are correct.
Check that availability decreased only once. Reconcile the temporary hold or manual record without losing notes, deposits, room assignments, or front desk tasks. Make sure the guest did not receive duplicate confirmations, payment requests, or access instructions.
The incident is closed only when a later modification or cancellation can update the same PMS reservation.
Should front desk create a manual reservation immediately?
No. Confirm the tiket.com booking, search the entire PMS, and protect inventory first. Use a manual record only when the booking is confirmed, the guest or room is at immediate risk, and your hotel's approved procedure requires it.
Can rates update while a booking is missing?
Yes. A recent rate or availability update does not prove that this reservation reached the PMS. Check the reservation itself and the intended room and rate plan.
Why is the reservation missing only from arrivals?
It may be under another date, property, status, room assignment, source filter, or permission scope. Search the whole PMS before opening a support case.
What proves the problem is resolved?
One PMS reservation matches the Extranet, availability changed once, temporary controls are reconciled, and later booking changes remain attached to the same record.
