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Troubleshooting & Frequently Asked Questions

This section covers the most common issues and questions you may encounter when activating PriceLabs with Hotel Link.

I entered the wrong PriceLabs email. Can I change it? ⌄
The email field is locked after the first save, as each hotel can only be mapped to one PriceLabs account. Please contact Hotel Link Support to reset the mapping for your property.
Save returned an error from PriceLabs. What should I do? ⌄
A red warning message will appear under the controls with the error returned by PriceLabs. The most common causes are an unrecognised email address, room or rate names containing special characters, or a temporary issue on the PriceLabs side. Correct the input and click Save again. If the error continues, please contact Hotel Link Support.
I cannot see the Push Bookings to RMS button. ⌄
The button only appears after your first successful Save and disappears once the historical push has been completed. From that point on, bookings are sent automatically and the button is no longer needed.
Why can't I select a date earlier than 01-01-2020? ⌄
01-01-2020 is the earliest historical date PriceLabs accepts through this integration. If your property was created in Hotel Link after that date, the earliest selectable date is the date your property was created.
My Price Feed table is empty. ⌄
It can take a short while for PriceLabs to produce its first suggestions after the initial setup. If the table remains empty, please check the following:

1. Check that your rooms are toggled on in the Mapping tab.
2. Check if the Sync Price toggle in PriceLabs is turned on. It must be enabled for the Price Feed table to display price recommendations.
3. Use the Refresh button to pull the latest data (no more than once every 10 minutes).
Can I disconnect from PriceLabs? ⌄
Yes. Open the Mapping tab and click Deactivate. Your mapping configuration is preserved so you can reactivate later without re-entering everything. If you want to disconnect completely, please read the Deactivate connection section in this article.
How do I change the currency on the PriceLabs mapping screen? ⌄
The currency displayed on the PriceLabs mapping screen is based on your hotel's default Rate Currency setting in Hotel Link. To change it, update the Rate Currency setting in Hotel Link before connecting. Note that this cannot be changed from the mapping screen itself.
Are there additional charges for creating rooms in PriceLabs? ⌄
No. There is no additional charge for simply creating or importing rooms into PriceLabs. Billing is based only on listings that are actively syncing during a billing cycle (where the Sync Price toggle is set to ON). Note that if you are configuring multi-unit listings, child units are charged at a lower rate once syncing is active.
When a room is created in PriceLabs, is the Sync Price toggle automatically turned ON? ⌄
No. When a new room is first pulled into PriceLabs, the Sync Price toggle is automatically set to OFF. This allows you to log in to PriceLabs, review the pricing recommendations, and adjust your settings before manually toggling it ON to push live prices to Hotel Link.
How do I switch from one PMS to another? ⌄
Follow the steps outlined in the Transitioning Between Management Systems guide on the PriceLabs Help Center. This process uses the mapping feature to safely copy historical data and pricing settings from the old PMS listing to the new one before disconnecting the old connection, ensuring no data is lost.