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existing reservation on extranet but not in my system

my name is Laura I work at motel6 huron ohio  44839   Id number is 379508.   The reservation number is 3890323845

Name is Kimberly myers   I have called and been hung up on and then the second call the gentleman said they have to call back to call hotel and I have not had a call. I have this guest in her room but I need the virtual card to go thru and it keeps declining