If a property, photo, rate, calendar block, or booking is missing or wrong on your WanderOS site, the cause is almost always one of three things: the data isn't set up the way WanderOS expects in your PMS, the connection itself has broken or expired, or the most recent sync is still processing. This article walks you through how to diagnose each one and what to do.
This applies to all WanderOS hosts on Streamline, Guesty, Hostaway, Lodgify, Escapia, Rentals United, Track, and OwnerRez.
Important: WanderOS is a one-way mirror of your PMS. We pull from your PMS, we don't write back to it. If something is wrong, fix it in the PMS, don't try to override it in WanderOS.
How do I check sync status?
Go to app.wander.com → Settings → PMS Sync.
Look at the connection status at the top of the page:
Connected — your PMS is currently linked.
Disconnected — credentials have expired or been revoked.
Error — the most recent sync attempt failed; the error message tells you why.
Look at Last successful sync to see when fresh data last landed.
What syncs from my PMS, and what doesn't?
Pulled from PMS | Set in WanderOS |
Listings (title, description, photos) | Site branding, fonts, colors, logo |
Amenities, house rules, check-in instructions | Page sections, blog posts, custom pages |
Rates, fees, taxes | Announcement bar, footer, contact info |
Calendar availability and blocks | Promo codes and discounts |
Cancellation policy | Email automation |
Reservations | Domain and DNS settings |
Important: If something in the left column is wrong on your site, the fix is in your PMS.
A new property isn't showing on my site
Confirm the listing is published and active in your PMS. Draft, archived, or paused listings don't sync.
In WanderOS, go to Listings. Set the listing's Website Status and Wander Status to live.
Wait up to 24 hours from when the listing was added for it to appear on your site. New listings can take a full sync cycle to flow through.
If the listing still isn't showing after 24 hours, contact [email protected] to request a manual re-sync. Include your organization name and the listing ID.
A listing's photos, description, or amenities look wrong or stale
Make the change in your PMS.
Wait up to 24 hours for the next sync cycle to pull the update.
Hard-refresh the page on your live site (Cmd+Shift+R or Ctrl+Shift+R) to bypass your browser cache.
If the change still isn't reflected, contact [email protected] with the listing ID, what you changed, and when you changed it. We'll push a re-sync for you.
A booking I see in my PMS isn't showing in WanderOS
Open your live site and check the listing's calendar for the booked dates.
If the dates are blocked on your site: the booking has synced. The reservation card may be delayed in the dashboard but the inventory is protected.
If the dates are not blocked on your site: the booking has not synced. To prevent a double booking immediately:
Add a manual hold in your PMS for the affected dates.
Contact [email protected] right away with the reservation ID and listing ID. Mark the email urgent so we can intervene before another guest books over it.
My calendar is showing wrong availability
Calendar conflicts are almost always upstream:
Check your PMS calendar for the same date range. If it's wrong there, fix it.
Confirm any iCal or channel-manager blocks (Airbnb, VRBO) are syncing correctly into your PMS.
WanderOS reflects your PMS calendar within the next sync cycle of any change in your PMS.
My PMS connection says "Disconnected" or "Error"
Log into your PMS and confirm your API keys or credentials are still active and have not been revoked or rotated.
If the keys are active, go to Settings → PMS Sync in WanderOS, disconnect the integration, then reconnect using the same keys.
If reconnecting with the same keys fails, generate new API keys in your PMS and reconnect using the new credentials.
See the per-PMS connection guide in the PMS & Integrations collection for the exact credentials your PMS uses and where to generate them.
If the connection still fails after generating new keys, contact [email protected] with the error message from the PMS Sync screen.
Rates or fees on my site don't match my PMS
Confirm rates and fees are configured at the listing level in your PMS, not the channel level. Some PMSs let you set channel-specific overrides that don't sync to WanderOS.
Check that taxes are configured in your PMS as documented in How are taxes handled in WanderOS?.
If rates and fees still don't match after confirming the above, contact [email protected] to troubleshoot further.
Note: Diagnosing rate and fee mismatches requires our team to review the configuration directly in your PMS. Support will need to be granted admin access to your PMS to investigate. When you reach out, ask which email address to grant access to.
When should I contact support?
Contact [email protected] when:
You've added a new listing and it still isn't showing after 24 hours.
You've updated a listing in your PMS and the change still isn't reflected after a sync cycle and a hard refresh.
A booking is in your PMS but the dates are not blocked on your live site (urgent — add a manual hold in your PMS first).
Reconnecting your PMS with new API keys still fails.
Rates or fees don't match after you've confirmed listing-level configuration (be ready to grant PMS admin access).
In every case, include your organization name, the affected listing or reservation ID, and a screenshot of the PMS Sync screen so support can dig in fast.