Booking.com: Common Connection Issues and Fixes

Use this guide to troubleshoot common Booking.com connection and integration issues in Hostaway, including sync errors, listing mapping problems, and setup issues that can prevent listings, rates, availability, or reservations from updating correctly.
 

Common Booking.com Issues and Fixes

There may be times when you've already mapped the properties in the dashboard, but then, after verification and testing, you've noticed the rates or availability are not being shown correctly.

Here are the most common causes of Booking.com connection issues.

Your listing status shows as "Autoclosed: Availability" and "Closed/Non bookable."

Your Booking.com Extranet Calendar is showing like this with yellow or red lines:
 

Possible reasons might include:

There are no existing Rate Plans on your Booking.com Extranet for the property

To check Rate plans on Booking.com Extranet, please follow the next steps:

1. Go to Rates & Availability > Rate Plans
2. Check if there are Rate Plans available
3. If there are none, create one

There are no "Rooms to Sell". The Booking.com Extranet Calendar shows "0" instead of "1" for all the available dates, and no rates are being shown

Please follow the next steps to troubleshoot this issue:

1. Go to Booking.com Extranet > Rates & Availability > Calendar and double-check if you have the same situation as the above screenshot. If yes: Unmap the property in the Hostaway software
2. Make sure that there are rooms available to sell on your property. You should be able to see an "Edit" button under "Rooms to Sell" before the connection, and make sure you've filled out the rooms for all the dates you wish to be bookable. Alternatively, you can go to Rates & Availability > Open/Close Rooms or Adjust rooms to sell. More information on how to update your availability here. For further information, please get in touch with your Booking.com account manager
3. Next is to disconnect Hostaway from the Booking.com Extranet
   • Go to your Booking.com Extranet
   • In the top right corner > Go to your Profile Account
   • Click on "Connectivity provider."
   • Scroll down until you find the red button called "Disconnect" and click
   • Select "Unmap these listings in Hostaway and store reservations."
   • Disconnect Booking.com
4. Once the property status has been set to Open/Bookable or Ready to Open and the rooms to sell have been filled out, you can connect again

The rates are too low for Booking.com to accept

Please follow the next steps to troubleshoot this issue:

1. Check if different currencies are being used on Booking.com compared to the ones in Hostaway
2. If there are different currencies, please check if the markup percentage is being set accordingly so that the daily rate on Booking.com is equivalent to €5.00/USD, as this is the set minimum daily rate required by Booking.com to be able to push rates correctly. To learn more about how to update your mark-up

Note: A healthy calendar should look like the one below, showing green asterisk marks as bookable dates and yellow ones corresponding to the fact that the room has been booked or has already been sold out:
 

Resolving the issue of properties becoming 'closed/not bookable' on Booking.com within 24 hours of mapping in Hostaway

The issue occurs when a listing is mapped from Hostaway to Booking.com, and within 24 hours, the listing becomes "Closed/not bookable" on Booking.com.

To resolve this:

1. Unmap the listing in the Hostaway Dashboard
2. Open the listing on Booking.com and ensure the currency settings match Hostaway's
3. Map the listing in Hostaway
4. Set up any necessary currency markup
5. Verify that the calendars are correctly synchronized between Hostaway and Booking.com.

Accessing Booking.com listings connected to Hostaway

If your Booking.com property is now connected to Hostaway, but you are unable to access the listing, you should first check the status of the property in your Booking.com extranet.

If the status is 'Closed/Not Bookable', you may need to reach out to Booking.com support to resolve the issue on their end.

Once the property status is updated, you should be able to access the listing through your Hostaway dashboard.

Why does Booking.com sometimes show a negative base rate when fees like the cleaning fee are included?