This article will help you understand the reason for the errors you may encounter during or after connecting Priceline/Agoda to Cloudbeds PMS and how to solve them.
If you can't find the problem you're facing in this list, reach out to our support. You can also reach out to your Priceline/Agoda Account Manager if you have questions about the Priceline/Agoda extranet.
To learn how to connect Priceline/Agoda to Cloudbeds PMS, see article How to connect Priceline/Agoda to Cloudbeds PMS
Errors when creating a listing
Problem
While trying to create a listing with Priceline/Agoda, you get the following error message on Priceline/Agoda's extranet or in Cloudbeds PMS:
"An error occurred while creating this listing which may result in the failure to create one or more rate plans in Priceline/Agoda. Reach out to support@cloudbeds.com for assistance"
This is an error upcoming from the channel side, due to Priceline/Agoda limitations for Priceline/Agoda Homes supply (single unit properties) in some countries.
Solution:
Hotel-type properties (multi-unit) should be eligible. In case you can't connect this property type, reach out directly to Priceline/Agoda support team.
Error during the connection process
Problem
When trying to setup Priceline/Agoda, you receive this message:
Cause
This is caused when your Priceline/Agoda property ID is not associated with myallocator as your channel manager. Priceline/Agoda must associate your property ID with myallocator before it can be setup.
Solution
You must contact Priceline/Agoda to have your property ID associated with myallocator - this can only be done by Priceline/Agoda and must be completed before you can setup Priceline/Agoda in our system.
Errors during Full Refresh
Background
During a Full Refresh, the following error may appear for Priceline/Agoda:
Failed: 1114 Rates could not be updated: Some or all rates are above the maximum room rate set by the channel. As an example, please check [?roomname?] with rate [?ratename?], which should be below [?rate?]. To raise the maximum rate login into your Priceline/Agoda backoffice, go to Settings, Room Settings and raise the rates. (#FAULT.OTA.RATE.TOOHIGH.AGO)
Reasons and Solutions
Problem
There is a setting on Priceline/Agoda called Minimum Rate. It is set in order to prevent too low of prices being added by mistake or a third party.
If you have set a price on Cloudbeds PMS that is lower than the Minimum Rate set in Priceline/Agoda, the channel will respond with an error during the Full Refresh.
Solution
Go to your Priceline/Agoda's extranet and check the Minimum Rate for each room type.
You need to:
- Either make sure there are no base rates of all room types on Cloudbeds PMS that are lower than the Minimum Rate on Priceline/Agoda - and if you do, raise the room rates on Cloudbeds PMS. Follow the instructions here: How to Add / Edit Base Rates
- Or lower the Minimum Rate of your room types in Priceline/Agoda.
Reason
One of the rates on Cloudbeds PMS is too low.
Solution
Check your Availability Matrix on Cloudbeds PMS and make sure there are no rates that are too low (for example, you have set the room rate to 1 USD by mistake).
Follow instructions on how to update your base rates on Availability Matrix: Availability Matrix Overview
Problem
In very rare cases the error is caused by a mismatch in the currency between Cloudbeds PMS and Priceline/Agoda.
Solution
Make sure the currency on Cloudbeds PMS and inside Priceline/Agoda's extranet is the same.
Follow the instructions to set up the currency for your channels on Cloudbeds PMS: How to set up currency for channels
Background
The following error appears when performing full refresh:
"Please select a different rate plan for updates, as the currently selected rate plan is not enabled for updates."
Solution
According to this error code the Rate plan which failed is a child rate plan which is not allowed to set rate. Most likely this rate plan is linked to another master Rate plan so the system does not allow to set the rate of the child rate plan.
In case you would like to set the rate for each rate plan separately, you need to unlink the rate plan on YCS before sending the ARI update.
Frequently Asked Questions
Priceline/Agoda supports:
- Cancellations (it means that when a reservation is canceled, your availability will be updated automatically)
- Modifications
- Minimum length of stay
- Maximum length of stay
- Rate Plan Mapping
- Close Day (Stop Sell)
- Close days for arrival
- Close days for departure
- Credit Card Information
Myallocator (channel manager by Cloudbeds) and Priceline/Agoda.com launched its new payment option, Property Collect, where guests pay the property when they arrive for check-in. This feature enables properties to select whether a booking can be pre-paid by Priceline/Agoda.com, or, if a booking can be paid by the customer at the property.
Property Collect benefits you by attracting more customers while also being easy to use and equipped with intelligent features.
Going forward, please ensure that you check the payment condition when receiving bookings from Priceline/Agoda and also inform your front desk staff about Priceline/Agoda’s Property Collect program.
Per Priceline/Agoda:
"We will not return guest's contact details via the API or any other way since we are a merchant model that the guest pays Priceline/Agoda directly. We do not distribute the contact details to any third party - If the customer needs to be contacted, Priceline/Agoda's Customer Experience Group will assist the property to contact the guest."
Priceline/Agoda has two versions of extranet:
- Hotels (YCS)
- Priceline/Agoda Homes (Host Manage)
Priceline/Agoda uses the same API connection and database for both extranets, which means that the connection process on Cloudbeds PMS is the same for both.
Follow the instructions on how to connect to Priceline/Agoda: How to connect Priceline/Agoda to Cloudbeds PMS
The difference between these two products are:
- Priceline/Agoda Homes: Can have one room type, one rate plan, and one allotment only.
- Hotels (YCS): Can have multiple room types, multiple rate plans, and multiple allotments.
For your Information
Priceline/Agoda Homes Clustering (same as hotel) stands for multi-room/unit vacation rentals.
Example: You have 5 apartment units in the same building which are 2-bedroom apartments (= 2 units) and Studio apartment (= 3 units).
You decide to create a listing as 1 property with 2 room types which are 2-bedroom apartment and Studio apartment and have an allotment of 2 and 3 accordingly.
Single unit/room vacation rentals applies when you decide to create 5 individual listings based on the example above.
Please see below the matrix for each type.
| Number of Room Types | Number of Rate Plans | Allotment | Agoda Extranet | |
|---|---|---|---|---|
| Agoda Homes Single Unit | 1 | 1 | 1 | Host Manage |
| Agoda Homes Clustering (same as Hotel) | Multiple | Multiple |
Multiple |
YCS |
"Since Priceline/Agoda Homes can have only one room availability, the channel did not show the quantity in the Calendar on the extranet. Priceline/Agoda Homes extranet is designed for the individual host so all features will be simplified.
However, Channel Managers can send all the restrictions via API (e.g. min/max length of stay, close to arrival/departure, etc.) but these restrictions will not be displayed in the calendar.
How to send a request to connect to a channel manager?
Log in to your Priceline/Agoda Extranet and:
- Submit the request via Support > Help Center > Contact us
- Live Chat function (available 9.00 AM – 5.00 PM Bangkok time)
Once the connection is confirmed by Priceline/Agoda, please process the room mapping on Cloudbeds PMS. Follow instructions here: How to connect Priceline/Agoda to Cloudbeds PMS
When connecting Priceline/Agoda Homes to a Channel Manager:
- ALWAYS set Instant Booking while connecting to myallocator
- Do not adjust prices on Priceline/Agoda's calendar
- Do not use the calendar sync function
- Additional fees should upload/update from the Priceline/Agoda side
- Advance notice (cut-off day) should set up from the Priceline/Agoda side.
Currently, the myallocator and Priceline/Agoda iCal connection is not compatible. Below you can see an example of an Priceline/Agoda iCal. Please note the warning message saying that the calendar URL is not supported.
Note that Priceline/Agoda Homes (described in the above section) and iCal connection (Calendar Based) are totally different.
No, the UPC (Unique Payment Card or virtual card) data under E-Pass is not sent to Cloudbeds. Priceline/Agoda requires the property to login to their extranet to obtain the UPC details.
For further information on Priceline/Agoda UPC payment method, please contact your Priceline/Agoda Account Manager.
- Cancellations received after the reservation check-out date will not update the status to 'Canceled' in the Cloudbeds PMS.
- Reactivated bookings - meaning, a previously canceled booking that the channel amended back to the status "confirmed" - will not change status in Cloudbeds PMS.
- For either case, the property will need to manually adjust the reservation status.
