1. Guesty Help Center
  2. Distribution
  3. Booking.com
  4. Linking Booking.com listings

Booking.com linking errors

When you link your listings, there are some cases when the connection fails. In these cases, the listing status will display "Failed".

The self-service dashboard is the easiest way to troubleshoot why listings failed to sync independently.

Below are additional types of errors you may encounter and how to resolve them.

Country name missing content

Error message displayed

Explanation/resolution
Country name missing content element The name of the listing country is listed differently in Guesty than in Booking.com. Contact us for assistance.

Hotel doesn't have room rates

Error message displayed

Explanation/resolution
Hotel doesn't have room rates

If you receive this error message, confirm that Guesty is the connectivity provider for the listing.

Follow the instructions below to check this on Booking.com:

  1. Sign in to your Booking.com account.
  2. Select the relevant listing.
  3. In the top menu, click Account.
  4. In the dropdown menu, click Connectivity provider.
    1. Confirm Guesty is set as your listing's connectivity provider.
    2. Set a rate plan for the listing on Booking.com's Extranet.
    3. Attempt to link the listing again.

Hotel integration error

Error message displayed

Explanation/resolution
Hotel is already integrated with Guesty.

The property is still connected to the previous or current owner in Booking.com. 

Request the owner remove the listings from the Booking.com Distribution Hub.

Once the listings are fully removed, attempt to link the listing again.

Listing postal code is incorrect

Error message displayed

Explanation/resolution
Listing's postal code is incorrect

The listing's postal code does not correspond with the country in which the listing is located.

Follow the troubleshooting steps below to resolve the issue.

  1. Sign in to your Guesty account.
  2. In the side navigation menu, click icon Properties.
  3. Select the relevant property.
    If the listing is a multi-unit, access the multi-unit listing's main settings.
  4. In the side navigation menu, select Details and layout, then click Location & details.
  5. Click Edit next to "Full address".
  6. Under "Property address" click Manual override.
  7. Update the zip code (postal code) field.
  8. Click Save.

Attempt to link the listing again.

Listing status prevents connection

Error message displayed

Explanation/resolution

There was a problem linking your property. Please fix the following issues and click to refresh.

The status of the hotel on Booking.com is ‘Closed Operations Temporary’ and properties in this status cannot be connected. To connect the listing, please contact Booking.com’s support to request to change the hotel’s status to ‘Open/Bookable’.

The property status in the Booking.com Connectivity Tool is set to “Closed Operations Temporary”, which prevents successful linking.

Update the property status directly in the Booking.com extranet:

  1. Log in to the Booking.com extranet.
  2. Navigate to the affected listing.
  3. Select General information & property status.
  4. Click Be visible now.

The status will change to Open/Bookable, which allows the property to be successfully connected.

No general contact is specified

Error message displayed

Explanation/resolution
No general contact is specified in the correct format

The property's "General contact" information is missing, incomplete, or not in the format required by Booking.com. Booking.com rejects hotel activation. 

Follow these steps to resolve the issue:

  1. Log in to your Booking.com Extranet.
  2. In the top-right corner, click the account icon.
  3. From the dropdown, select Contacts.
  4. Ensure the "General" contact includes the following:
    • A valid contact name
    • A valid phone number
    • A valid email address
  5. Save the changes and wait a few minutes for Booking.com to process the update.
  6. Sign in to your Guesty account.
  7. In the side navigation menu, click icon Marketing and sales and select Distribution.
  8. Click the Booking.com thumbnail.
  9. Click the relevant account, and locate the failed listing's row.
  10. Under the "Status" column, click the dropdown menu next to "Failed", and select Retry.

Important:

Verify that contact details are configured specifically under the "General" contact category. Having contact details in "Billing" or "Reservation" isn't sufficient.

Occupancy exceeds room capacity

Error message displayed

Explanation/resolution
Occupancy exceeds room capacity

Occurs when the occupancy configured in Guesty exceeds the occupancy configured in the Booking.com Extranet.

Note:

Booking.com includes children in the total guest count. The combined number of adults and children mustn't exceed the maximum guests limit.

Follow these steps to resolve the issue:

  1. Sign in to your Guesty account.
  2. In the side navigation menu, click icon Properties.
  3. Select the relevant property.
  4. Under "Details and layout", select Location & details.
  5. In the "Property details" section, find the "Occupancy" field and verify the maximum guest number.
  6. Sign in to your Booking.com Extranet.
  7. In the main menu, click Property and select Room details.
  8. In the "Property layout" section, update the "Maximum guests" value to match the occupancy in Guesty.
  9. Click Save.
  10. Return to Guesty. In the side navigation menu, click icon Marketing and sales and select Distribution.
  11. Click the Booking.com thumbnail.
  12. Click the relevant account, and locate the failed listing's row.
  13. Under the "Status" column, click the dropdown menu next to "Failed", and select Retry.

Parking charge frequency

Error message displayed

Explanation/resolution
We only support parking ChargeFrequency: xxx

Follow these steps to resolve the issue:

  1. Sign in to your Guesty account.
  2. In the side navigation menu, click icon Properties.
  3. Select the relevant property.
  4. In the side navigation menu, select Pricing & Policies, then click Pricing.
  5. Click Edit next to "Additional fees & charges".
  6. Turn off the toggle next to "Use your account's default settings".
  7. Click Save.
  8. In the side navigation menu, click icon Marketing and sales and select Distribution.
  9. Click the Booking.com thumbnail.
  10. Click the relevant account, and locate the failed listing's row.
  11. Under the "Status" column, click the dropdown menu next to "Failed", and select Retry.
    Retry connection

Once the listing has successfully connected, you can toggle on Use your account's default settings again.

Rate x on room x is not RLO

Error message displayed

Explanation/resolution
Rate x on room x is not RLO Contact Booking.com support for assistance.

Room Type

Error message displayed

Explanation/resolution
When Room[@RoomType=x], the room must contain more than 1 bed (Amenity[@AmenityCode]) Check your listing settings according to the hotel, room and bed types supported by Guesty and update your listing accordingly. If you still encounter issues after updating the settings, consider changing the property or room type.
RoomType: Invalid RoomTypeCode: xxx

Set Guesty as your PMS in Booking.com

Error message displayed

Explanation/resolution
Set Guesty as your PMS in Booking.com

If you receive this error message, check that the property ID is correct and that Guesty is confirmed as the channel manager in your Booking.com account.

Follow the instructions below to check this on Booking.com:

  1. Sign in to your Booking.com account.
  2. Select the relevant listing.
  3. In the top menu, click Account.
  4. In the dropdown menu, click Connectivity provider.

If Guesty is not set as your listing's connectivity provider, follow these instructions.

Please contact us if you require further assistance.

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