Common booking engine issues

Common issues and solutions

"No availability" showing for dates that should be open

Cause: The dates may be closed in the availability calendar, or your PMS / channel manager has pushed a stop-sell.

Fix: Go to Calendar, find the affected dates, and check for closed cells. If connected to a PMS or channel manager, check the availability status in those systems too.

Booking engine not loading on the website

Cause: The embed script may be missing, blocked by a content security policy, or the booking engine may be in maintenance mode.

Fix: Check that both embed snippets (script tag and button element) are present on the page. Open the browser developer console and look for JavaScript errors. Check Settings → Booking Engine → Status is set to Active.

Payment declined at checkout

Cause: Card declined by the issuing bank, 3D Secure verification failed, or your payment gateway has an issue.

Fix: Ask the guest to try a different card or contact their bank. Check Settings → Payments to ensure your gateway is connected and not showing an error status.

Confirmation email not received by guest

Cause: Email in spam folder, incorrect guest email address, or email delivery issue.

Fix: Ask the guest to check their spam folder. In Reservations, open the booking and click Resend confirmation. If the email address was entered incorrectly, update it and resend.

Rates not updating on OTA after changing them in Nuvho

Cause: Channel manager sync delay, or a mapping issue between Nuvho rate plans and OTA rates.

Fix: Go to Settings → Integrations → Channel Manager and click Force sync. If the issue persists, check the rate mapping is correctly configured for the affected rate plan.