Learn how to manage and confirm bookings from OTAs, even in cases where the bookings aren't automatically imported into the Hotel Link Channel Manager.
What is booking retrieval?
'Booking retrieval' refers to the process of collecting booking information, usually from OTAs, and importing the booking details into the Channel Manager. The Channel Manager frequently 'calls' the OTA to check for new bookings, modifications, and cancellations. This process is automated between the OTA and the Hotel Link Channel Manager. Nevertheless, in certain instances of connection errors, manual booking retrieval may be necessary.
When do you need to retrieve a booking manually?
Manual booking retrieval between the channel manager and OTA becomes necessary when there are issues with the automated process. These issues can occur due to technical glitches, communication errors, or disruptions in the connection between the two systems. In such cases, the manual retrieval ensures that booking information is still obtained and synchronized correctly, preventing any discrepancies or missed reservations.
Changes in the OTA rate plan
If the OTA has updated their rate plans and you haven't fetched rooms in the Channel Manager, or if there's a new rate plan on the OTA that hasn't been mapped to a rate plan in Hotel Link, this could potentially lead to missed bookings. In such a situation, please follow these steps:
- Go to Channel Manager in the extranet. On the left menu, select the OTA.
- On the mapping page, click ‘Fetch rooms’. By clicking on 'Fetch Rooms' the channel manager will access the OTA system to retrieve the complete list of rate plans available.
- Click 'Save'. This action will synchronize all the data with the OTA once again and retrieve any missing booking information.
How to retrieve a single booking
You'll receive email notifications whenever a booking cannot be processed by the channel manager due to various reasons. In these email notifications, you'll always find the Booking ID or Reference Number displayed. You'll need the ID/Ref. Number to retrieve the booking. Please follow these steps:
- Copy the booking ID/Ref. Number.
- Navigate to Booking Engine > Booking Management >Retrieve OTA Booking. If you're using the Front Desk, go to Calendar > Actions > Retrieve OTA Booking.
- In the 'Retrieve OTA Booking' popup, choose the relevant OTA and paste the booking ID/Ref. Number. Click 'Retrieve'.
- If the booking retrieval is successful, you will see it displayed in your Front Desk Calendar and on the Booking Management page.
Expedia Booking Retrieval Rules
Expedia's approach to booking expiration depends on the booking window:
a. If the guest is arriving on the same day (based on the hotel's local time), bookings will expire 30 minutes after the customer makes the booking.
b. For bookings made between midnight and 23:59:59 the day before arrival (based on the hotel's local time), bookings will expire 60 minutes after the customer makes the booking.
c. For any booking made further in advance, bookings will expire 24 hours after the customer makes the booking.
Airbnb
Please note that for Airbnb booking retrievals are not available.
Couldn't retrieve a booking?
If you're unable to retrieve a booking, please reach out to our global support team for assistance.