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Channel Manager - Frequently Asked Questions

HOME > CHANNEL MANAGER > Frequently Asked Questions


  

I've just created a new promotion and its not available on the channel, why?

Please bear in mind that in order for new promotions and/or room types to be available on the channels, you need to connect them first. For this you will need to:

  1. Make sure you have the same offer created on the channel side
  2. Perform mappings on SETUP - CHANNEL SETTINGS and publish updates on REVENUE area

  

I was updating my revenue calendar and received a publishing error, why?

This can happen due to several reasons. Here are the most common ones:

  1. You have "XML RES rates" active on the channel side. This means you will not be able to manage rates/availabilities for these channel offers, as these rates are set as read-only on the channel side.
  2. You have minimum contracted rules on the channel side. This means you will not be able to decrease availability and/or stop sales for this specific offer

By clicking to see message details, you will be able to see full information on the warning alert, as on these examples:

  • XML RES Rates


    

A channel reservation didnt drop into guestcentric, why?

This happens whenever our CM tool doesnt find any match on guestcentric, usually this is related to mappings missing.
On these cases guestcentric sends an email notification to hotel, so you become aware of the reservation and accordingly update manually your availability on our revenue calendar and/or PMS.


  

A reservation status is showing up "with warnings", why?

Please open and check reservation details, there you should be able to see additional information.

Usually this is related to rates and/or availability mismatches.


  

A reservation dropped with incorrect rates, why?

This can happen whenever we receive a channel reservation with a total amount different than the rate set on guestcentric.
Sometimes channels send reservations without tax details, suplement charges, or even apply a direct discount related to an active promotion set directly on the channel side.
To make you aware of this, our system alerts you displaying the reservation status "with warnings", and showing relevant information under the reservation details, as on this example:


  

A reservation dropped when I was already fully booked, why?

Channel reservations can take up to 20 minutes to be loaded into our reservation list [our connection is performed based on the minimum time allowed by the channels]. During this communication window it can happen a second reservation from a different channel.

Along with this, please also be aware that if you still have allotment contracted on the channel side, this channel will disregard the 0 availability update we sent and will still allow a new reservation, based on their allocation settings.

Therefore, although our CM tool will decrease the odds of overbookings, this still remains a risk.


  

A reservation dropped when I had already stopped sales, why?

Adding to the scenarios described above, specifically on Booking.com channel, there's a "auto-replenishment" rule that opens your sales if they receive a reservation cancellation.

This means, that if a Booking.com cancellation is received, Booking.com will try to re-sell that reservation and for that purpose it will automatically open the date you had previsouly closed, disregarding the availability settings you had on the background. On this case, just imagine you had stopped sales, but behind the scenes you had 2 rooms available, Booking.com will re-open sales due to the cancellation, but now you will have 3 rooms available.


  

I received one channel reservation, but on guestcentric it shows as a multiple reservation, why?

Although you can see only 1 reservation record on the channel side, if through the XML interface the channel sends this reservation associated to different rateplans, our system will display this record as a multiple reservation, so you can see in details exactly under which rateplan this reservation was booked. This is very common for Booking.com reservations, as this channel always offers the Lowest Available Rate, and sometimes this means a mix of a standard and a non refundable rate. On our system, you will be able to see in detail for which night the non refundable rate was applied, as shown on this example:

It can also be related to the fact that the channel reservation was made to 2 different room types, and on this case we will also separate as follows:


  

I received a reservation with a fake email guest details, why?

Guest email details is a mandatory field for guestcentric reservations and therefore whenever a channel reservation is received without an email address, in order for our system to import it to our backoffice it automatically adds a "fake" email to the guest details. On such scenarios, in case you wish to contact the guest directly, you will need to check guest contacts directly on the channel extranet. You can then copy that information to our reservation.


  

A reservation modification is showing up as a UNREAD reservation, why?

When the channel manager receives an update for an existing reservation, althout it keeps its status as "confirmed" it turns the reservation into bold, to alert you that there's a modification in place. It also sends the hotel an email notification


  

I have just enabled the channel manager, but I cant find my channel reservations on guestcentric, why?

Please note that bookings made earlier on the channels will not be imported to your list of reservations, so it's important to make sure that you have the availability updated accordingly and the revenue shows the correct values.

If there's an update of a previous channel reservation, after the channel activation, then this reservation will be imported to our system as a NEW CONFIRMED reservation, so you will need to review & update your availability accordingly to make sure there's no duplication.


  

My rooms got disabled on the channel manager, why?

This can happen due to several reasons. Here are the most common ones:

  1. Your channel contract is no longer valid for the minimum required length of channel calendar. Some channels require to have a minimum of 400 days of loaded calendar, whenever we reach a date with no original data, our tool cannot process any updates.
  2. You are trying to set a rate lower that the minimum allowed by the configurations set on the channel extranet.

On any of the scenarios above an email is sent to hotel with the relevant instructions to re-enable the connection.


  

The values (rates/availability) on my PMS do not match with guestcentric revenue calendar, why?

Please contact your PMS provider to make sure that mappings are done correctly on the PMS side, otherwise you will not be publishing your updates accordingly to guestcentric. After confirming the mappings are done OK, if you still find any inconsistencies, please request your PMS to send us the XML log records related to the updates that werent successfully published to Guestcentric. Only after completing the prior steps will we be able to further investigate this issue on our side.


  

How can I increase/decrease my rates for specific channels?

For this purpose you need to go into SETUP - CHANNEL SETTINGS.

Select the channel from the list and click on SET PRICING, as shown here:


On the next screen, select BEST RATE GUARANTEE from the drop down list and enter the rate policy you wish to apply.

You can either set a % or a flat rate, for all weekdays or for specific ones, bearing in mind that this is a general setting that will apply to your whole calendar year. You cannot set this seasonally.

To complete the process hit SAVE AND CLOSE, go to REVENUE tab and make sure you PUBLISH the pending changes. Only after that your new rate policy will be applied to the specific channel.


  

How can I define specific allocation for Booking.com?

For this purpose you need to go into SETUP - CHANNEL SETTINGS.

Select Booking.com from the list and double-click on it.

On the next screen scroll down until you find CHANNEL ALLOCATION section.

By default is set to have the same limit of your own booking engine availabilities, but as soon as you select SET SALES LIMIT PER WEEK DAY, you will be able to define specific allocation for ALL ROOMS or PER ROOM.

This can be done for all weekdays or for specific ones, bearing in mind that this is a general setting that will apply to your whole calendar year. You cannot set this seasonally.

To complete the process hit SAVE AND CLOSE, go to REVENUE tab and make sure you PUBLISH the pending changes. Only after that your new allocation settings will be applied to the specific channel.