Booking.com Errors, Troubleshooting and Frequently Asked Questions

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This article will help you understand the reason for the errors you may encounter during or after connecting Booking.com 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 Booking.com Account Manager if you have questions about the Booking.com Extranet.

If you are not connected to Booking.com yet, please find the connection guide here: How to Connect Booking.com to myfrontdesk

Errors during the connection process

I can't select a channel manager in my Booking.com extranet.

LIGHT EXTRANET 

With this version of Booking.com's extranet, many features are not available, including the Channel Manager link.

If you have this version, and the Channel Manager link is not available, you must upgrade your Booking.com extranet version.

Solution: Please contact your Booking.com Account Manager (NOT Booking.com customer service) and ask to upgrade your Extranet to the most recent version.  Once you have been upgraded, you can proceed with choosing a channel manager.

PLUS EXTRANET 

With this version of the Booking.com extranet, the menus and layout are different from the previous version and the Channel Manager link will be displayed.

How to connect Booking.com to myallocator – Myallocator - Google Chrome
My property is not available on Booking.com, why?

ISSUE: On the Booking.com extranet you have the message "This property isn't taking reservations on our site right now"

REASON: Usually when this message appears on Booking.com, it means that Booking.com manually closed the availability on the extranet due to the connection process with myallocator (Channel Manager by Cloudbeds).

SOLUTION: You need to contact your account manager and ask them to reopen it because your connection to the channel manager is finalized. 

Errors after the connection process

Error during mapping: "There are no usable rate plans configured for this channel"

ISSUE: During mapping, you receive this error: "There are no usable rate plans configured for this channel. It's possible that they are all read-only, which means that we cannot update them."

REASON: This error happens when all of your rate plans are set up on Booking.com to be "read-only".  When they are set up as read-only, it means the channel manager is unable to update rates or availability for those rate plans.

Having them as read-only is not possible for channel management, so they must be changed to XML enabled.

Note:

If your Rate Plans are marked as Read Only, you may see a message similar to the one circled below.

This rate is connected.  You can receive reservations via channel manager but you need to update your availability via the Extranet.

SOLUTION: The only way to resolve this is to ask your account manager (NOT Booking.com Customer Support) to change your rate plans to be XML enabled.

Send an email or message to your Account Manager stating the following,

Hi [Account Manager's name],
This is [Your Name] from [Your Property].  My Property ID is [ID].
I am currently connected to myallocator as my channel manager.  However, my rate plans are setup to be "read only" and they cannot control my availability or rates.
Please change my Rate Plans to be XML enabled to resolve this problem.
Thank you!

Once the change has been made to XML Enabled, you will be able to complete the Booking.com setup normally per the instructions here: Start mapping Booking.com in myfrontdesk

Why the percentages shown on discounted rates in my Booking.com backoffice are incorrect?

REASON: It happens when you have special rates XML-enabled on Booking.com, which allows us to manage the percentages for those special rates.  When enabled, you can set a percentage discount for those rates directly in channel mapping, as shown below:

As you see in the screenshot above, there has been a 5% discount applied to the Non-Refundable Rate. However, when looking at your Booking.com extranet page, you might see something like: "Non-Refundable Rate - 7%." The 7% does not match the 5% rate specified in channel mapping.

SOLUTION: If this problem applies to you, please contact Booking.com directly. Those special rates may be connected to the standard rate in a parent/child way, and if so, changes by the channel manager are not allowed.  Booking.com will need to eliminate the parent/child relationship so that the percentages set by the channel manager will be considered.

I have just added a new room type in Booking.com Extranet but it doesn't appear in channel mapping - why?

REASON: When adding a room in Booking.com, there is a setting called NON-XML which would hide it from being viewable by channel managers.

SOLUTION:  Please make sure this setting (NON-XML) is not enabled for your room.  If it is, deselect that setting and submit the room again, which should make it viewable by myallocator.

The rates on Booking.com are too high (9999 USD)

ISSUE: After connecting, the rates on Booking.com are very high.

EXPLANATION: If your currency is USD and the rate for some dates became 9999, or if you use another currency but the rate equals 9999 USD after conversion, the reason is that the price for this date was set to 0 in myallocator (Channel Manager by Cloudbeds). The myallocator connection is designed to send 9999 USD instead of 0 rate.

*If the rate is too high but does not equal 9999 USD - the reason for the issue is different. Try checking the Base Rate Adjustment setting in your channel mapping or your currency settings, if they were set incorrectly, this might cause wrong rates.

SOLUTION: We plan to start sending 0 rate in the future; meanwhile, you can close the room for the dates with 0 rate or myallocator will keep sending 9999 USD for these dates.

The reservation rate plan description does not match Booking.com

ISSUE: The reservation is imported into myfrontdesk with the rate plan description 'genius rate' while in Booking.com it was made under the non-refundable rate plan.

REASON: (provided by Booking.com team) "As this rate was not created through the Promotions API or using the Promotions tab, the Rate Name will not display. However, within it will be sent not as a rate plan name but as a description (additional information) mentioning that the booking was made with a non-refundable policy."

Why is guest information (email, address, phone) not included in the booking?

REASON: For certain OTA (channel) bookings, you may not receive all of the information due to connection limitations. It's important to remember that an OTA is the source of this incoming information (not myallocator). Myallocator (channel manager by Cloudbeds) will always display the full information the OTA provides and it will be imported to myfrontdesk. If there is a piece of information missing, it means the OTA did not send it to the channel manager.

Another reason is the setting inside your OTA extranet: it might be that certain guest data is not set as mandatory on your Extranet.

In this example, the guest email address is missing:

SOLUTION: To resolve this, you'll need to email your OTA Account Manager (NOT the customer support team) and inform them that you are missing guest data from bookings that are forwarded to myallocator, and myallocator has already confirmed that their system is working.
Your Booking.com Account Manager will be able to update the setting for you.

Errors during Full Refresh

"Please activate the connection with the channel manager in the Booking.com extranet. No updates are possible until you do this"

ISSUE: myfrontdesk is showing the following error:

REASON: This message means that you have not activated the connection to the channel manager myallocator in the booking.com extranet.  

SOLUTION: You must log in to your Booking.com extranet and confirm the connection to myallocator.

Please follow the steps from this article to confirm the connection.

"At least one room/rate combination could not be updated"

ISSUE: During a Full Refresh you receive an error "#1118 At least one room/rate combination could not be updated, as it's inactive (Room Id #####, Rate Id #####). 

This is usually not a problem since you might not have all rate plans available for all rooms.

SOLUTION: If you see this error message in myfrontdesk channels page, please contact your account manager at Booking.com and ask them for help. Give them the rate and Booking.com room IDs. They will know more about the issue since this message is coming from their system. 

Troubleshooting / Frequently Asked Questions

Does Booking.com send the actual number of guests for each booking?

ISSUE: When Booking.com sends us a booking, they include a value for the "Occupancy" of the booking.  This value actually corresponds with the occupancy of the entire room - not necessarily the true number of guests that booked the room.

In this example, we have a booking for a 6 person private room.  

However, on the channel the guest actually specified the following information:

  • 2 Adults
  • 2 Children

What myallocator received: Since this is a Private 6 person room, Booking.com actually sent the number of occupants as 6 - not 4 (full occupancy of the room).

This is how the connection is designed and cannot be changed on myallocator side. For further information on this issue please contact your Booking.com Account Manager.

Why was a closed room was re-opened on the Booking.com extranet?

Booking.com has a setting called "Auto Replenish." This setting causes a room to open back up when a Booking.com reservation has been cancelled, and it's totally independent of the channel manager and/or PMS.  

Reason: When a Booking.com reservation is cancelled on the Booking.com extranet by a guest, the channel will automatically open the room and rate for the dates that the booking had been previously booked under, even if those rooms/rates are closed by the channel manager.  This can lead to unexpected availability and thus could potentially cause an overbooking.

As per Booking.com Support team, there are 2 types of "Auto Replenish":

  1. General auto-replenishment
    This option is integrated by default to all properties on Booking.com and cannot be deactivated. Whenever a cancellation comes through Booking.com, the room is put back on sale automatically to give the property another chance at reselling it.
  2. Auto-replenishment on closed rooms 
    This feature can be deactivated at the property level, however, the general auto-replenishment for Booking.com cancellations will remain active. Deactivating this feature means that if the room/date is closed in red (stop sell), it will not be auto-replenished even if there are cancellations.

SOLUTION:

The first option above is normally enabled by default but is agreed on in the commercial agreement between the property and Booking.com Account Manager. If you want to change this, please contact your Booking.com Account Manager.

I closed my room for specific dates. Why do I still receive reservations for these dates from Booking.com?

REASON: Let's suppose that the property closed a specific room for three days in myfrontdesk.
On Booking.com extranet the same room with Standard rate was closed for reservations as well.

However, you can see that there is still 1 availability for this room with a Non-refundable rate. Myallocator (channel manager by Cloudbeds) only manages XML enabled rate plans. In this particular case, it is only the Standard rate.

That's the reason why availability wasn't closed for the Non-refundable rate, and the booking was allowed.

SOLUTION: There are 2 ways to fix it.

1. Manually manage availability for this rate plan on the Booking.com extranet.

2. Contact your Booking.com account manager and ask him/her to XML enable this rate plan. So both availability and rates are derived from the Standard rate and thus managed by the channel manager.

How to charge a virtual credit card (VCC)

A Note about COVID19 shared by Booking.com on March, 2020:

"Due to the crisis situation and in the attempt to better protect the best interest of our partners and our guests, we have decided to change the activation date of all outstanding and future virtual credit cards (VCC). For more information, please visit this article."

You have 2 options to charge a virtual credit card

Automatic and Scheduled method

Please check this article for further details: Payment Processing Setup

Manual Method

For your convenience, the Virtual Credit Card information will be visible on myfrontdesk for each reservation.

  1. Go ahead and access the desired reservation on myfrontdesk and click on 'Credit Card' tab.

For security  purposes:

  • Only authorized users can see credit card details. Please check the following article to check further details: Viewing Credit Card Details: All You Need To Know
  • The credit card details will be removed for all reservations with a check-out date of 14 days or more in the past
Safestay Bratislava - Reservations - Google Chrome

2.    Enter the virtual credit card details in your POS machine

3.    Charge the desired amount

4.    Add the payment on guest's folio - Please check step by step on the following article: How to Process Payment in myfrontdesk

If you have Stripe as your payment gateway, please note that Stripe processes most virtual cards, but not the cards that begin with 553397.

How can I refund a virtual credit card? What happens if I decide to refund a guest but I’ve already charged the virtual credit card?

Booking.com will help refund the guest on your behalf. If you’ve already received money for the reservation, all you need to do is return that same amount back to the same virtual credit card that we provided. You'll find the card details with your guests' reservation details. 

Note: Virtual credit cards can be refunded even if they’ve expired. If the expiry date is in the past, enter the current month as the card’s expiry date. 

If you have trouble refunding the virtual credit card, we recommend that you contact your bank or financial institution. For more details, please contact your Booking.com account manager.

Have more questions? Contact Support

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