Solutions to common channel manager issues

 Why are restrictions set in my channel manager not reflected properly on HotelTonight?

• Most common reasons:
  • Your Channel Manager hasn’t built out the restriction for HotelTonight’s API
  • HotelTonight is receiving an invalid restriction value. For example, HotelTonight only supports Min/Max advanced booking offset restrictions (release until/from) in full days, and if it’s sent in hours it won’t be received by our system
• How to troubleshoot:
  • Reach out to your Channel Manager representative and ask them to confirm that 1) the restriction is supported on their side, and 2) everything is configured correctly. The majority of the cases related to restriction issues can be solved by the Channel Manager’s support team directly

Why is there a discrepancy between rates/inventory in my channel manager vs. HotelTonight?

• Most common reason:
  • Rate discrepancy - Incorrect currency
  • Inventory discrepancy - The room types/rate plans are incorrectly mapped
• How to troubleshoot:
  • Confirm the currency you have mapped is the same one that is displaying on HotelTonight. If it’s incorrect, please contact Customer Support at [e-mail] to update the currency on HotelTonight. Once this is done, perform an ARI refresh
  • If an ARI update doesn't solve the issue, please contact your Channel Manager’s support team for assistance

Why does my property’s ranking show as “pending” on the HT Extranet?

• Why does this happen:
  • Photos are missing: In order for ARI to be received via your connectivity partner, a minimum of 3 photos have to be live on your hotel’s profile
  • Booking restrictions: We only show rankings for dates that are bookable for one-night stays.
  • Note: minLOS restriction will cause rank to be displayed as pending for that date, but the hotel is still bookable
• How to troubleshoot:
  • Check that the profile is complete by going to the Profile tab. There must be at least 3 photos displayed
  • Check if there are any restrictions set in the Inventory tab
  • If you have a min LOS restriction set, your rank will show as pending for those dates, but the dates are still bookable
  • If you have a min Lead Time restriction set, your rank will show as pending for those dates, and the date is not bookable because the restriction is not supported on HT

If my hotel wants to receive sell vs. net rates to their PMS, how do they set this up?

• HotelTonight only sends net rates. We do not have the ability to support sending sell rates at this time

What room types can I sell on HotelTonight?

• Each room type on HotelTonight has to fit at least two adults (no bunk beds) and the guests should have access to a private bathroom

What cancellation policy will be applied?

• All reservations on HotelTonight with our direct partners are confirmed with non-refundable / non-cancelable conditions

Can I make or accept test bookings?

• We cannot support test bookings at this time

How many room types can I map?

• We recommend a maximum of 15 room types. HotelTonight will display your lowest ADR room type to the guest first. Once this room type sells out, the next lowest ADR room type will be displayed