Google Hotel Search Troubleshooting

There can be several reasons why your property was not enabled on Google Hotel Search or, if already enabled, you cannot see your property on Google yet.

In this article you can find a checklist with some reasons that you must check if you are experiencing issues with Google Hotel Search and the errors that may presented with the channel connection.

Troubleshooting checklist

Go through each topic below and make sure that your property has everything correctly configured.

Click on the arrows to expand the items and after checking, put a check mark on each topic to have a better overview about what you have already verified or not.

In case you property was not enabled on Google Hotel Search yet, make sure that:

The following details between your Cloudbeds and Google My Business accounts must match:

  • Website
  • Address
  • Phone number
  • Postal code
  • City

Check further details on the following article: Google Hotel Search - All you need to know

At the moment, this type of business (for example, Vacation Rentals) are not eligible for a Google My Business Profile. Click here for further details from Google support.

The activation occurs weekly for a smooth and successful rollout. Click here for more details.

Keep an eye out for a in-app announcement on your Cloudbeds account to see if your account has been activated

If you have Google Hotel Search enabled, but cannot see your property or you are having issues, make sure that:

It happens when somebody else claimed your business account. Click here to check a knowledge base article from Google to learn more.

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The following details between your Cloudbeds and Google My Business accounts must match:

  • Property Name
  • Website
  • Address
  • Phone number
  • Postal code
  • City

Check further details on the following article: Google Hotel Search - All you need to know

On your Cloudbeds account, check if your Channel Distribution section is enabled.

If you are under the Onboarding process, please reach out to your Onboarding coach before making changes on your Cloudbeds account.

Properties that are using the setting Allow guests to book specific accommodations on mybookings are not eligible for Google Hotel Search connection.

You need to set booking engine allotment (if that setting is enabled) higher or equal than Channel Distribution allotment in order for Google Hotel Search to work properly, otherwise those rooms will not be sent to Google. If mybookings rooms' allotment is set as 0 the connection will also stop working.

Check where to find this setting on the following article: Google Hotel Search - Frequently Asked Questions and Troubleshooting

If your Cloudbeds package includes this feature, we highly recommend you to keep the Allow Overbooking option disabled on your Availability Matrix page.

  1. Access your Rate Plans & Packages page
DEMO - Karina's Hostel - Rate Plans & Packages - Google Chrome
  1. Click to edit the rate plan interval in order to check the Seleable Accommodations (the number of rooms you assigned to this package)
DEMO - Karina's Hostel - Rate Plans & Packages - Google Chrome
  1. Your availability for these Rate Plans cannot be lower than for base rates in Availability Matrix.
DEMO - Karina's Hostel - Availability Matrix - Google Chrome

There can be some cases that you need to create categories for some conference halls, but these open rooms are not meant for selling on the booking engine or connected channels.

Make sure that these type of rooms don't have rates and availability - otherwise, it'll be sent to Google and it can cause issues.

Check the following article to learn How to Block Room Availability

Access the desired rate plan under Rate Plans & Packages page and make sure that the Website/ Booking Engine source was selected under the following drop-down.

DEMO - Karina's Hostel - Rate Plans & Packages - Google Chrome

This setting is applicable to customers that use Cloudbeds system in Portuguese or Spanish.

The Public Rate Plan name (applicable for Booking Engine) must have the English version added as shown below.

DEMO - Karina's Hostel - Rate Plans & Packages - Google Chrome

This setting is applicable to customers that use Cloudbeds system in Portuguese or Spanish.

  1. Access Taxes and Fees tab and click to edit the applicable tax/fee applicable
  2. Check if the Tax/Fee name also have the English version
DEMO - Karina's Hostel - Taxes and Fees - Google Chrome

The prices don't show on the Google search view because the price won't show there until at least one business (an OTA or the property itself) runs an Ad on Google.

Cloudbeds does not send info on extra guest pricing beyond the guests that are already included in the rate

Check the following article to learn more about Google Hotel Search restrictions: Google Hotel Search - Information about Restrictions

Channel errors troubleshooting

If your connection presents errors, a warning will be displayed in your Distribution page. Find the most common errors and solutions in the list below.

Google was unable to match your Cloudbeds property with a property listing on Google Maps (NOT_MATCHED)

This error means that your property cannot be matched with any Google My Business profile.

In order to fix this error, make sure that:

  • Your Cloudbeds property address, phone number, postal code correspond with ones on your Google My Business Profile.
  • Your property type category is a lodging-type business (e.g. a hotel, hostel, B&B, etc.) and not something else like a restaurant or store.
This property was not found on Google Maps (MISSING)

This error means that your property cannot be matched with any Google My Business profile or the Google My Business Profile was not created for your property yet.

In order to fix this error, make sure that:

  • Your Google My Business Profile was created and claimed
  • Your Cloudbeds property address, phone number, postal code correspond with the ones on your Google My Business Profile.
  • Your property type category is a lodging-type business (e.g. a hotel, hostel, B&B, etc.) and not something else like a restaurant or store.
Multiple properties with the same address are trying to match to a single listing profile on Google My Business (MAP_OVERLAP)

This error means that multiple properties with the same address are trying to match to a single listing profile on Google My Business. Please ensure that only one Google listing exists for each property you wish to distribute on Google.

Google matches one Cloudeds property to one Google My Business Profile and the property details must be unique.

In order to fix this error, you need to make sure that:

  • Your property doesn't have more than 1 property with the same location details
  • Property's location details are correct and they do not correspond with some other business
  • Your Cloudbeds property address, phone number, postal code correspond with ones on Google My Business

After fixing any of the above errors, Google might take up to 2 weeks to complete the matching process.

  • If after checking all the above topics, you couldn't find the reason, reach out to our support team with all the details and one of our customer coaches will help you to figure out.
  • Click here to visit our dedicated section about Google Hotel Search on our knowledge base.
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