Hostelworld Errors, Troubleshooting and Frequently Asked Questions

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This article describes how Cloudbeds sends rates and availability from myallocator (channel manager by Cloudbeds) to Hostelworld. It will also help you understand the reason for the errors you may encounter during or after connecting Hostelworld to myfrontdesk and how to solve them.

If you can't find the problem you're facing in this list, please contact our support team at support@cloudbeds.com. You can also reach out to your Hostelworld Account Manager if you have questions about the Hostelworld extranet.

To learn how to connect to Hostelworld, see article: How to connect Hostelworld to myfrontdesk

Frequently Asked Questions

How do I get support from Hostelworld?

Hostelworld provides 24/7 customer service:

Phone: +353 (0) 1 5245800

E-mail: customerservice@hostelworld.com

There is also a useful FAQ section here: https://hwhelp.hostelworldgroup.com/hc/en-us

What are the Hostelworld Room Types?
  • Double Room: Has 1 bed which sleeps 2 people. Only 2 people can sleep in a double room.
  • Twin Room: Has 2 beds and sleeps 2 people only.
  • Tent: Can be found in any property type classified as Campsite. It will be a canvas structure with a small bed that will normally sleep mixed genders.
  • Dorm Room: The room is shared with other people and they will usually have bunk-style beds.
  • Private room/family room/apartment: An accommodation where you will need to book the entire room. For example, three guests booking a four-bed private room will need to select and pay for four guests - if they wish to have a private room. If you set your preference to a private room and there is no private room available, the website will offer you the best alternative available.
How do we send rates to Hostelworld?

Myallocator sends rates to Hostelworld in a unique way - it sends the rate per person.

For dorm room types it sends the rate per each bed but for Private Rooms, myallocator takes the rate and divides it by occupancy. See examples below:

Dorms

Let's suppose that you have a 3 Bed Dorm and the room rate is $15:

In this case, myallocator takes 3 Bed Dorm Rate: $15 and because in myallocator, occupancy for Dorms means beds, it sends $15 for each bed.

Bed 1: $15
Bed 2: $15
Bed 3: $15

Hostelworld shows the Rate per Bed as $15 - EASY AND CORRECT!

Private Rooms

Let's suppose that you have a Double Room and the room rate is $30.

In this case, myallocator takes the Standard Double Room Rate of $30 and divides by the occupancy of 2.

The rate of $30 divided by the occupancy of 2 =  Cloudbeds sends $15 rate per person to Hostelworld.

The security code (CVV) of the credit card is not available, how to proceed?

For PCI compliance, Hostelworld does not store CVV codes, so they can not provide it to us because they do not have it.

If you are using a payment gatewayIt depends on both the gateway company and the security settings the individual accounts have enabled. A lot of gateways allow you to charge without the CVV code. Please contact the payment gateway company directly for further details.

If you are not using a payment gateway: Contact the guest directly to request this information, if desired.

How does the Hostelworld "Stop Sell" functionality work with myfrontdesk?

Stop Sell is a rate plan restriction that is commonly used by OTAs/properties. It allows properties to stop selling rooms on individual rate plans for a time of the property's choosing.

When you click on this feature on your Hostelworld extranet, you'll notice this warning: "The Stop Sell functionality should be handled through your Channel Manager."

As of December 11, 2019, Myallocator (channel manager by Cloudbeds) updated the Hostelworld integration to support Closeouts to this channel. Please check further information on this article: Hostelworld Integration Updates (December 2019)

Myallocator only supports managing one rate plan (base rate)It means that when a room is marked as "closed", it closes the availability for all Hostelworld rate plans.

What's the difference between Stop-Sell and 0 Availability?

Zero availability = all rooms occupied

Stop sell (aka Closed) is the same as sending 0 availability, however, the reason for the flag is so that you do have to overwrite your typical inventory for that day.

If you typically sell 10 rooms, but maybe there is a temporary reason that you need to close off that day(s) - like maintenance - you can set the flag which will overwrite the 10 rooms of inventory.

If the maintenance issue is fixed and you can start selling rooms for a date again you simply delete the flag and you are able to immediately sell 10 rooms again.

In short, it's a way to overwrite inventory to zero, but still, retain the original count in the "background" in case you want to lift the stop sell.

How does Minimum and Maximum Length of Stay work with Hostelworld?

As of December 11, 2019, Myallocator (channel manager by Cloudbeds) updated the Hostelworld integration to support Minimum and Maximum Length of Stay (Min LOS & Max LOS) restrictions to this channel.

  • If you do not set anything on myfrontdesk, Hostelworld will default the Min LOS to 1 and the Max LOS to 14
  • The lowest Min LOS and Max LOS that can be received by Hostelworld is 1.
  • The highest Min LOS and Max LOS that can be received by Hostelworld is 14.
  • So if you have Min LOS or Max LOS higher than 14 set on your Cloudbeds account, Hostelworld will default to 14 due to the limitation on their side.
How to sync myfrontdesk Rate Plans to Hostelworld?

As of March 2020, you can sync your myfrontdesk Rate Plans & Packages and sync with Hostelworld. Check further information on this article: How to sync Rate Plans to Distribution Channels?

Please note that this feature is currently in a pilot phase and not enabled for all users. If you would like to join the pilot, please email support@cloudbeds.com

Troubleshooting

Private Room rates issues

Hostelworld only accepts rates as per person which works great for dorms but has the potential for issues with Private Rooms. See quote from Hostelworld:

All rates need to be submitted per person. Rates for private rooms are then multiplied by the total capacity of the room. Capacity of Double Room is always “2” because you can accommodate 2 people in that room. We do not sell double rooms for single occupancy and thus total rate for this room is always the same.

  1. Each room type in Hostelworld also has a total capacity, if the occupancy of a private room in myfrontdesk / myallocator does not match up with the capacity of that room type in Hostelworld, 2 things will happen:

    1. Hostelworld may not accept our availability and rate update, or
    2. The rate we send to Hostelworld will be wrong

Please make sure the configuration of the number of guests allowed in the room match on both myfrontdesk and Hostelworld.

Example of correct configuration:

My Hostelworld room(s) are not showing in the room mapping process

Hostelworld displays rooms based on their type, such as "Shared" or "Private". If you have setup your room type on myfrontdesk different than the room type in the Hostelworld, you will not see the corresponding Hostelworld room for mapping purposes.

See the solutions in the following article: My Hostelworld room(s) are not showing in the room mapping process. Why?

Error:  Availability interface not enabled. Please contact the channel manager support.

Problem

This error message always means that Hostelworld has not been enabled for your property for use with myallocator.

Solution

You must contact your Hostelworld Account manager and ask whether they have activated the connection between Hostelworld and myallocator (channel manager by Cloudbeds). See Step 2 - Select/Enable myallocator (channel manager by Cloudbeds) as your Channel Manager

Error: Mapped room has wrong number of beds

This error occurs when the maximum occupancy of your private room on myfrontdesk doesn't match the number of guests for the same room on Hostelworld.

Example:

Your double room on myfrontdesk has maximum occupancy of 2 people - this room is mapped to a room type on Hostelworld with maximum occupancy of 3 people.

This could lead to connectivity issues, the availability and rates will not be updated correctly on Hostelworld. See section Private Room Rates Issue

Please make sure the configuration of the number of guests allowed in the room match on both myfrontdesk and Hostelworld.

Error #1002: Availability Interface Not Enabled - please contact the channel manager support

Until the steps above are complete, we will be unable to connect your property to Hostelworld and will not be able to manage your inventory or rates.
If you try to set up Hostelworld in myfrontdesk and have not completed these steps, you will receive the following error:

OTA Error #1002: Availability Interface Not Enabled - please contact the channel manager support.

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