Frequently Asked Questions
CATEGORIES
INTRO
Q: How do I contact your team?
A: Click here to complete the Support Request Form*.
- Your email address—a support agent will reply via email.
- Subject—Provide the property name and issue title.
- Description—describe the issue in detail.
- Priority—accurately* indicate the level of the request (low, normal, high or urgent). *Selecting the correct priority level ensures the request is routed to the correct agent.
- My request is for the following— indicate the request is for Booking Engine (RevRaise).
- Attachments (if applicable)—attach relevant docs/images.
- Click Submit.
Zendesk will generate a ticket number. To check the status of the ticket, click here and enter the ticket number in the Search field on the left side of the screen.
Q: What data is automatically synced on the RevRaise booking engine after I make updates in SynXis?
A: Changes to the following items are updated automatically and do not require a manual pull:
-
Availability/inventory*
- Could take up to an hour before you see the updates on the RevRaise booking engine due to caching
- Pricing
- Policies
- New rates or promotions
- Existing rates or promotions
- Dynamic packages
-
Sort order of rates*
- Only if you have sort order set to be pulled from SynXis (default) within RevRaise
Q: What changes require a manual pull from SynXis to appear on RevRaise?
A: When changes are made to:
- Room names
-
Room descriptions
- Short and long descriptions
- Room images
- Sort order of rooms
- Sort order of room images
-
Sort order of rates*
- Only if you have a manual sort order customized through RevRaise
Q: After I have made my changes, how do I request a pull to be made?
A: Click here to complete the Support Request Form*. Please provide a brief description of the adjustments that were made. Alternatively, you can ask our team to create you an account which would allow you to run pulls at your discretion.
Q: I updated inventory availability within SynXis, but I am not seeing it on Step 1 of RevRaise. Do I need to reach out to RevRaise to do a pull?
A: RevRaise has caching in place on Step 1 of the booking engine which dramatically improves how quickly the booking engine is able to load, but prevents you from seeing availability updates immediately. This cache is automatically refreshed every hour, on the hour, meaning that any new updates would show at the top of the hour.
If you have a RevRaise login, you have the ability to manually clear the cache through the Cache Control functionality.
Q: I have made updates in SynXis and can confirm I have followed all appropriate steps listed within this article, but don't see my changes on RevRaise. How can I further troubleshoot?
A: Our recommendation is that you first verify you are able to see your changes on your SynXis booking engine; if your changes are not showing up on the SynXis booking engine, then they will not show on the RevRaise booking engine.
You are able to access your hotel's SynXis booking engine through either one of the below links as long as you populate your hotel's SynXis ID in the bolded field:
- https://gc.synxis.com/rez.aspx?hotel=SynXisID
- https://be.synxis.com/?hotel=SynXisID
*If your property uses a shell for standard SynXis, include the parameter &shell=ShellID in the URL (i.e. https://be.synxis.com/?hotel=SynXisID&shell=ShellID).
If you don't see your changes on your SynXis booking engine, log a support ticket to SHS Customer Care to troubleshoot.
If you do see your changes on your SynXis booking engine, but you still don't see them on the RevRaise booking engine, please email the RevRaise team, click here to complete the Support Request Form.
ROOMS
Q: I want to update a room name, description, or photo on the RevRaise booking engine. Where do I go to do that?
A: You would make any of these changes within SynXis as you normally would as RevRaise pulls all of this information directly from SynXis. After you can confirm the updates have been made within SynXis. Click here to complete the Support Request Form and log a ticket to run a pull or perform a pull yourself if you have a RevRaise login.
Q: I'm having difficulties with the room descriptions not appearing or displaying the wrong verbiage on Step 2 of the RevRaise booking engine. How do I correct?
A: The room descriptions in RevRaise are pulled from the Short and Long Descriptions under the Booking Engine channel in each room type within SynXis. After you make any changes, a re-pull will be required.
There are also slight differences to whether the Short or Long Description is referenced between the different RevRaise templates noted below.
Template A (click here for example)
- Short Description - you have the option to either display this by default after the page loads on Step 2 or hide it so it doesn't appear (red arrow in image below)
- Long Description - shown after the user clicks on the Amenities & Description field (blue arrow in image below)
Template B (click here for example)
- Short Description - shown by default after the page loads on Step 2 (refer to image below)
-
Long Description - you have the option to use this instead of the short description in the same location depicted in the screenshot below; please reach out to RevRaise is you would prefer to use the long description
Q: I can confirm I have uploaded images to my SynXis room types, but am not seeing them load on the RevRaise booking engine. How can this be fixed?
A: In most cases, images don't display on the RevRaise booking engine if they are low resolution (small in size). We typically recommend your images are sized to 1920x1080 pixels to be best showcased in RevRaise.
It is worth noting that higher resolution images not sized to those exact dimensions will still render in RevRaise, however our system will dynamically take a center crop of each image to fit within its container.
Q: How do I control the sort order of rooms on Step 2?
A: By default, RevRaise pulls sort order directly from SynXis. Please update the sort order in SynXis under Channels -> Product Assignment and save your changes as your normally would, then send a support ticket to Contact RevRaise Support team requesting a pull.
If you have a custom sort order through RevRaise, please contact us to update on our end.
Q: How do I control the sort order of room images on Step 2?
A: Please update the sort order within SynXis and save your changes as you normally would. Once complete, a pull will be required for the update to be displayed on RevRaise.
Q: Is it possible to only show a particular room category or set of rooms (i.e. ADA) on the RevRaise booking engine?
A: Yes! Just insert your desired SynXis room code into the standard booking URL using the room parameter. The availability calendar on Step 1 will then only reflect availability for that room (see below example):
https://hoteldomain.com#/booking/step-1?room=ADA
You also have the ability to add in multiple room codes as long as you separate them with a comma (no space between codes).
https://hoteldomain.com#/booking/step-1?room=ADA,AKA,ASK
Q: I am interested in setting up multi-room/itinerary booking at my hotel(s). How do I begin that process to ensure it will be available on my RevRaise booking engine?
A: Configuring multi-room/itinerary booking is all handled through SynXis. You must first reach out to your SynXis representative to activate multi-room/itinerary booking at the chain code and hotel code levels. Once that has been completed and the functionality is activated on SynXis, it will automatically become available on RevRaise.
RATES
Q: Is there a way to configure a pre-populated booking link in RevRaise?
A: Yes - RevRaise supports links with numerous parameters that can land visitors on Step 1 or Step 2 of the booking engine. For more information, please click here to view our documentation on booking parameters.
Q: Can I create a link to include more than one promo code?
A: Yes, use a comma as the delimiter (no space following the comma).
Example: https://hoteldomain.com#/booking/step-1?promo=AAA,GOV
Q: I’m using a promotional link with a promo code and RevRaise is giving me an error message. What’s wrong?
A: Check if there is availability in the SynXis booking engine for that same promo code.
Q: I'm using the group code parameter and it’s not showing availability on RevRaise. Should I send them to the standard booking engine?
A: Please check the group rate setup in SynXis reservations system to see if the rate is limited to 1 adult and update to at least 2 adults.
If you’d like to keep the group rate limited to 1 adult, add the parameter &adults=1 to the end of the custom booking engine URL (i.e. https://hoteldomain.com#/booking/step-1?group=GROUP&adults=1).
Q: I'm having difficulties with the rate descriptions not appearing or displaying the wrong verbiage on the RevRaise booking engine. How do I adjust?
A: Only the long descriptions will be displayed on the booking engine. However, please update the Short and Long Description fields under the Booking Engine descriptions channel within SynXis as our API integration will not work unless BOTH descriptions have data.
If there is a description you don't want to use, please add at least a space with the space bar on your keyboard to ensure the API integration will remain in tact.
Q: When I create a new promotion using a RevRaise link, is there a time threshold before we begin to show inventory or should it be real time?
A: Generally it should be instant, though it can take up to 5 minutes. Always check availability or rooms assigned to the promo code through the SynXis booking engine (i.e. https://be.synxis.com/?hotel=XXXX&promo=XXXXX) to see if the result is the same.
Q: How do I hide rates or update rate code mappings in the booking engine?
A: Update in SynXis, save, and clear your browser’s cache to see the changes on the RevRaise booking engine.
Q: The rate name is coming through empty on the confirmation page and the “Booking Overview” when searching and modifying a transaction. How do I fix this?
A: Check the booking rate in SynXis under the Descriptions tab and confirm that it has data for Booking Engine -> Name. If not, populate. If it does, Click here to complete the Support Request Form.
DYNAMIC PACKAGES
Q: I am interested in offering Dynamic Packages. Is this possible on RevRaise?
A: Yes. RevRaise supports Dynamic Packages from SynXis and highlights them on Step 3 without adding an extra step in the booking process.
Q: How do I get Dynamic Packages to appear on RevRaise?
A: RevRaise pulls this data out of SynXis so you must first configure within SynXis. During setup, please make sure to add packages as general or rate specific as RevRaise DOES NOT support room specific packages.
Another critical component of the configuration of item inventory. Please select the Unlimited inventory method and also make sure to add a Season Name for each package. It can be completely made up and won't be displayed on the booking engine, but if no content is detected for the Season, the API integration won't work and it will prevent it from appearing on the booking engine. Finally, we also recommend that you select No End Date to ensure it remains in place.
Once these items have been completed in SynXis, please click here to complete the Support Request Form* to request enabling on the RevRaise booking engine.
Q: I want to update the label and the image used in a Dynamic Package. How do I do that?
A: The content shown on RevRaise (label and image) is pulled directly out of the package entered in SynXis. Please make your updates within SynXis and the content will automatically update on RevRaise.
Images should be at least 1200 pixels in width to ensure clarity while also being under 750KB in file size.
Once this has been completed in SynXis, please reach out to the RevRaise team at Click here to complete the Support Request Form to enable on the RevRaise booking engine.
Q: Is it possible to customize the dropdown label related to the quantity desired for each package?
A: Yes. Please reach out to the RevRaise team - click here to complete the Support Request Form and provide the text you would like to use and we can adjust.
CONFIGURATION
Q: Is there a list of available icons within RevRaise that I can reference?
A: Yes! You can view a list of icons by clicking here. If you have any adjustments to the icons for your hotel, please reach out to the RevRaise - click here to complete the Support Request Form.
Q: I am interested in creating a custom set of icons for my hotel. What are the dimensions of each amenity icon?
A: 50px x 50px (a square).
Q: Am I able to integrate Google Analytics with RevRaise?
A: Yes. RevRaise integrates Google Analytics through Google Tag Manager. Please contact us at Click here to complete the Support Request Form for more information.
Q: The Book Now/Reserve button is not working on my website. What is the quickest way to get it fixed?
A: Check with your developer or programmer to see if there is conflicting javascript or HTML impacting the button’s function. If there are any issues or concerns, please contact RevRaise, click here to complete the Support Request Form.
Q: Am I able to set up and run META search ads using RevRaise?
A: Yes! Please contact us to learn more about how to get this implemented.
Q: If I wanted to turn on the functionality to offer room upgrades, what would that process entail?
A: We would ask that you create an Excel spreadsheet consisting of two columns: the first column would contain each of your room categories and the second column would contain its desired room upgrade (see example below).
Once completed, please raise a support ticket and attach the Excel spreadsheet.
Q: My hotel uses the RevRaise email template for our confirmation and/or cancellation email. How do I make changes to either of those emails?
A: Please send the support request with any adjustments you need made to your RevRaise confirmation or cancellation emails. If your confirmation email is setup through a third party provider, please reach out to them to update.
Q: Does RevRaise support sending unique SynXis confirmation/cancellation emails to certain rate codes?
A: Yes. RevRaise allows for confirmation/cancellation emails specific to rate codes to be sent through SynXis. If this is something you are interested in, please send us each rate code and corresponding set of email confirmation/cancellation codes (depicted below) to add on our end. Please note, this functionality is only available for confirmation/cancellation emails sent through SynXis.
Q: Should I remove all tracking from my SynXis console?
A: It is advised to keep tracking live on all booking engine versions, so that any reservations can be tracked in your analytics platform. Users may have bookmarked the synxis.com URL and still use the shell to complete bookings.
Q: We are a member of LHW or Relais & Châteaux who also use the SynXis Channel Connect API. We'd like to be able to run production reports and separate direct website bookings from what is booked via other sites. How do we do this?
A: Contact RevRaise Support team and please provide the preferred name for the custom Sub Source Code.