Your Top 10 Support Queries

We’ve compiled the most common support queries our users face including tips on how to resolve them as quickly and efficiently as possible.

#1. Why was a card declined?

Card-related issues are typically resolved by our payment partner, JudoPay and to expedite the process you can reach out to them directly using the following details:

Email: support@judopayments.com (copy us at support@zonal.co.uk so we can keep an eye on the situation)
Phone: 0333 2341210
Tip: Check JudoPay’s status page for global issues.

When reaching out, please include the following details to help speed up the process:

• Site name and full address
• Date & time of the transaction
• Amount attempted
• The last 4 digits of the card
• Cardholder’s name & expiry date
• Screenshots of any error messages

#2. Bulk Updates: Stop Sales and Inventory Changes

Need to make bulk updates? We’ve got you covered. Head to our eLearning Centre for step-by-step guidance on stopping sales and managing inventory changes.

#3. Splitting and Managing Group Bookings

Need to split a booking or handle group reservations? Find all the information you need in our eLearning Centre under Training Videos, Training Documentation, or our FAQs section.

#4. Ledger and Reporting Queries

Looking for help with ledgers and reports? You can find step-by-step guides and training videos in our eLearning Centre.

#5. Mapping New Rates

We offer in-house or virtual training sessions to guide you through mapping new rates. Contact your account manager for more information.

Prefer we handle it? No problem! Just send us any relevant screenshots or rate details from third-party sources, and we’ll assist you promptly.

#6. Managing Bookings via the Calendar

Learn how to manage bookings directly through the calendar in our eLearning Centre.

#7. Undoing an Incorrect Check-in

Did you make a mistake with a booking? No worries! Visit our eLearning Centre to learn how to undo incorrect check-ins.

#8. Failed Reservations – What Went Wrong?

Reservation failures can occur for a variety of reasons. Here’s how to troubleshoot:

• Server Error or Booking Already Exists: No action is needed; the system will automatically re-queue the booking.
• Booking Does Not Exist: Check the extranet of the channel (Expedia, Booking.com, etc.) and manually update or fix the booking in your PMS.
• Unknown Room Type or Rate: Manually enter the booking into your PMS. For ongoing issues, contact the support team with the booking reference number.
• Not Enough Availability: If the guest is due to arrive and the hotel is overbooked, contact the guest to assist with relocation. Notify the channel and the support team to investigate.

#9. Can’t Delete a Past Block?

This is to maintain data integrity, past blocks can’t be deleted. Learn more about blocks in our eLearning Centre.

#10. Creating a Rate

Ready to set up a new rate? Follow the simple steps outlined in our eLearning Centre to get started.

For more information or assistance with any of these topics, don’t hesitate to reach out. We’re here to ensure everything runs smoothly!

NB: If you are struggling to find the support article in our eLearning Centre, get in touch and we will direct you to the most appropriate resource.