During the connection process, some Booking.com listings may not appear in the selection menu, or they may return a "Failed" status. This typically occurs due to mismatched unit structures, inactive property settings, or configuration errors on the Booking.com extranet.
Follow the steps below to resolve the issue.
Before you begin
Remove all special characters from your custom integration email and listing titles and retry the connection.
Special characters include hyphens, ampersands, underscores, accented letters, emojis, repeated special characters, and the following restricted words: annex, Arab, arsenal, charg, chef, comfortable, God, German, kayak, kill, sue, wifi, wth, yards, and transfer.
Tip:
If errors persist after updates, refresh your browser, clear cache, and try reconnecting in a private or incognito window.
Resolve missing Booking.com listings
If a listing does not appear when you try to connect it, check the following requirements:
- Check property status: Ensure the property in Guesty is active and listed. Inactive or unlisted properties won't appear.
- Verify unit hierarchy: Verify that you aren't trying to link sub-units in Booking.com directly to a Hotel ID in Guesty. You must link sub-units to its multi-unit.
- Match unit quantities: Confirm that the number of units in Booking.com exactly matches the number of units in Guesty. Mismatched quantities block the connection.
- Verify unit structure: Ensure you organize your Booking.com unit structure correctly.
Resolve failed listings
If your listing displays "Failed", follow the instructions below to resolve the issue.
Step by step
- Sign in to your Guesty account.
- In the side navigation menu, click
Marketing and sales to open the dropdown menu. - Under Channel management, select Distribution.
- Click the Booking.com thumbnail.
- Click the relevant account.
-
In the relevant listing row, check the Status column. If the status is "Failed", click Show more to the right.
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See if there is a recommended action you can take.
- Click Fix now where relevant. You'll be redirected to the listing page to apply the recommended changes. Be sure to save any changes.
Resolve additional listing issues
Use these tools to resolve complex sync or connection errors:
- Self-service dashboard: Independently pinpoint and resolve syncing failures.
- Publishing errors guide
- Linking errors guide
- Contact us if the issue persists.
