Troubleshooting: booking engine shows no rooms

If the booking engine search returns no results when you expect availability, walk through these checks in order. Most cases resolve in two to three minutes once you know where to look.

Check 1 — Rate plan is flagged for booking engine

Backoffice → Rates → open the rate plan you expect to sell. Check the booking-engine flag ("Available on booking engine" or similar). If unticked, the rate exists but the engine can't sell it. Tick it, save.

Check 2 — Prices exist for the dates

Open the room price grid (Backoffice → Rates → Prices, or from the rate plan view). Navigate to the dates the guest is searching. Each per-category column should show a price; empty cells mean the rate has no price for that night and the engine returns 'no rates available'. Fill in the missing values for the relevant period — bulk-edit if many dates share the same price.

Check 3 — Sales blocks

Settings → Booking Engine → Booking Engine Sales Blocks. Look for any active block whose date range includes the dates the guest is searching. A block reduces inventory for the affected room types — if the block size equals or exceeds your physical inventory of that type, the engine shows zero availability. Edit or delete the block if it shouldn't apply.

Check 4 — Rate restrictions

Backoffice → Rate Restrictions. Look for restrictions covering the date range and rate plan in question:

• stopSell — completely closes the rate. Remove or limit the date range.
• minStay — guest's stay length is below the minimum. They get a hint to extend their search; you can lower the min if it's too aggressive.
• closedToArrival — no new arrivals on the search's check-in date. Lift if you want bookings to resume on that day.
• closedToDeparture — same as CTA but for the check-out date.

Check 5 — Inventory genuinely sold out

Open the Reservations Calendar for the search dates. Count the bookings of that room type — if every room is occupied for at least one of the requested nights, the engine is correctly showing no availability. Same goes for out-of-order rooms (housekeeping status). To free inventory, complete the room move/cancel/release that's blocking it.

Check 6 — Room type is active

Backoffice → Room Types → open the type. The Active toggle must be on. An inactive room type doesn't appear in the booking engine even if it has rooms, prices, and rate plans. Toggle on, save, refresh the engine.

Quick decision tree

• No room types at all → check 6 (active flag).
• Room shows but says 'no rates' → checks 1 and 2 (rate-plan flag, prices).
• Room shows but says 'sold out' → checks 3, 4, 5 (sales block, restriction, real inventory).
• Some room types work, others don't → compare the broken type's rate plan, prices, restrictions to the working one's.