Mybookings - Troubleshooting

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This article shows the most common problems and the troubleshooting steps for your booking engine mybookings. If you are facing an error that is not covered here, please reach out to our support team at support@coudbeds.com

You may also want to see Mybookings - Frequently Asked Questions

My rate plan is not being displayed on mybookings

Below are some possible reasons why the rate plan might be unavailable on mybookings:

The rate plan is not active for mybookings
  1. Click Rates and Availability
  2. Select Rate Plans & Packages
  3. Check the toggle Active for sources/mybookings as shown below. Make sure the toggle is ON (green)

This toggle controls whether your rate plan is displayed on mybookings or available internally as a source during new reservation creation.

There are restrictions configured for the Rate Plan

In the Rate Plans & Packages settings, make sure to check all restrictions that might affect the rate plan being displayed such as minimum length of stay, cut off, etc.

Follow steps:

  1. Click Rates and Availability
  2. Select Rate Plans & Packages
  3. Click the (+) sign to expand the corresponding rate plan settings
  4. Double-check the restrictions for the rate plan

You may edit the restrictions in the rate plan to make it available as needed. See the instructions here: How to save, edit or delete rate plan

The reservation source Website is not enabled for the rate plan

Check if the source Website is activated in the Reservation Sources settings.

  1. Click the gear icon (Manage)
  2. Go to Reservation Sources
  3. Double check if the source Website is active

The Website as a reservation source should always be enabled if you'd like your rate plan to be available on your website.

  1. If the source Website is not active, switch the toggle to green to enable it.
  1. Once the reservation source is active, go to Rate Plan & Packages settings and edit the rate plan.

Scroll down to the section Which sources is rate plan available for? and add Website as a source.

The amount of discount equates to a room rate total of $0 or less.

If the amount of discount configured in the rate plan is equal or higher than the actual room rate, it will result to the total room rate of $0 or less.

The system will not display rooms with no price, therefore, any rate plan with the amount of discount equal or higher than the actual room rate will not appear on mybookings.

Note: The rate plan will still be available when creating a direct reservation on myfrontdesk using a third party source even if the room rate is $0.

I need to fill the billing address but the system is not allowing me to select the Billing State

If you have a Payment Processing connected to myfrontdesk and you are not able to select the Billing State on mybookings, please check the following instructions to fix.

Problem

When clicking on Billing State, the drop-down is empty and there is a message saying "Please select country first".

Reason

The Billing Country field is not enabled under the Credit Card Configuration. There can't be a drop-down for state unless the system knows which country it is.

Please make sure you have the field Billing Country selected under Credit Card Configuration.

  1. Click the gear icon (Manage)
  2. Go to Payment Options
  3. In the Credit Card section, scroll down to Credit Card Configuration
  4. Make sure that Billing Country field is selected
    • If not, tick the box and save the changes
Guests are getting an error while trying to book "ERROR: This Field is required"

Problem

Guests may experience the following error when trying to create a reservation on mybookings. This error may occur when a property has Payment Processing feature enabled and recently switched from one payment gateway to another.  

Example of error: Field name (i.e birthday) is required

Why does this happen?

This may happen when a property has connected to one payment gateway but then switched to another payment gateway.

Let's review a hypothetical situation for a better understanding:

  • You have Stripe as your initial payment gateway which requires a certain field as mandatory [i.e birthday]. With the initial payment gateway settings, the guest was required to fill out this specific field when making a reservation on mybookings.
  • When you changed to another payment gateway, the new gateway does not require [birthday] as a mandatory field anymore. Since the field is not required, it does not display on mybookings page.
  • Although this field was hidden by the system, the guest can not complete the reservation, because this field is still required.

Solution

While our development team is working to fix this issue to provide a long-term solution, please follow the steps below for a temporary workaround:

  1. Click the gear icon (Manage)
  2. Go to Payment Options
  3. In the Credit Card section, scroll down to Credit Card Configuration
  4. Make a temporary change to the fields - it only serves to trigger a "system refresh" on mybookings page. Example: Uncheck the field Billing Zip
  5. Click Save
  6. Revert the change that was made in Step 4 (check the box that you selected on Step 3)
  7. Click Save
  8. Once the changes are saved, the system will refresh and pull all the required fields once more but this time from your new payment gateway.
The custom code is not working for other languages on mybookings

If you noticed that the codes applied in Customize Mybookings page are not translated into different languages, please check the detailed explanations below.

Background

  • Sections that do not allow translations to your custom texts:
    • Custom Meta Tags
    • Custom Meta Tags (Confirmation Page Only)
    • Javascript Code (Confirmation Page Only)
  • Sections that allow translations to your custom texts:
    • Custom header for your hotel booking page
    • Custom footer for your hotel booking page
    • Customize the text that will appear on the booking page if there is no availability for the dates searched

Example

You have added code into the  'Custom Meta Tags' section in order to add a custom text under the 'Search' button on mybookings page.

[Demo] Mountain Resort & SPA - Customize mybookings - Google Chrome

When you access mybookings page, the text will be shown only in that language in which the code was written - the system will not translate the text automatically even though you switch mybookings language.

[Demo] Mountain Resort & SPA - Kyiv, Ucrania - Mejor precio garantizado - Google Chrome

How to translate the text in custom codes

In order to translate the custom text, add the desired code to the section that allows you to switch the language, and provide the translation manually.

Example:  To add a custom text under the 'Search' button and apply it to other languages, follow the steps below. 

  1. Add the code into the 'Custom footer for your hotel booking page' section which allows you to switch the language
[Demo] Mountain Resort & SPA - Customize mybookings - Google Chrome

2. Select the desired language on the top right corner of the 'Custom footer for your hotel booking page' section

3. Apply the same code with the translated custom text

[Demo] Mountain Resort & SPA - Customize mybookings - Google Chrome

4. Save the changes and check mybookings page

[Demo] Mountain Resort & SPA - Kyiv, Ukraine - Best Price Guarantee - Google Chrome

On the screenshot above, the text was successfully translated according to the translation added in the code.

Guests are getting an error while trying to complete a reservation "An error has occurred..."

Problem:

Guests may experience the following error when trying to create a reservation on mybookings. This error may occur if the CVV option is not enabled.

Solution:

Follow these steps to enable the CVV settings:

  1. Click on Manage (the gear icon in the top right)
  2. Select Booking Engine from the left bar
  3. Choose the option mybooking settings from the menu
  4. Check the box Ask for CVV code when entering credit card information (credit card payments only)
  5. Click on Save
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