innQuest - roomMaster Payments Degradation – Incident details

Payment Gateway Monitoring and Duplicate Postings Advisory

Our team is continuously monitoring the roomMaster Payment Gateway. We are aware that the recent slowdowns and timeouts may have led to duplicate postings on the processing side.

To ensure that no customer is inadvertently double charged, we urge you to review your portal transactions carefully. Please make sure all duplicate entries are voided before batching.

For those who need to post a transaction in roomMaster that appears on the processing side but not in the roomMaster Cloud application, please refer to our Knowledge Base Article here:

How to add an offline transaction in RoomMaster | Valsoft Hospitality Customer Hub (teamsupport.com)

We have identified the issue causing the recent slowdowns in payment processing through our roomMaster Payment Gateway. Our team has implemented a fix and is currently monitoring the system to ensure stability and performance.

While we expect all systems to return to normal shortly, there may be a few residual payment processing issues as the system stabilizes.