Use this guide to troubleshoot Booking.com listings that are blocked, unavailable, or not bookable, and check the most common issues affecting publication, rates, and availability.
Troubleshooting Unbookable or Blocked Listings on Booking.com via Hostaway
Introduction
If you are experiencing issues with your Booking.com listings not being bookable or showing as blocked, this guide covers common causes and step-by-step troubleshooting processes. By ensuring accurate configurations in both Booking.com and Hostaway systems, you can restore your property’s status to "Open/Bookable."
Diagnosing the Problem
- Check Booking.com Extranet: Log in to your Booking.com extranet and verify whether the property is marked as "Close/Not Bookable."
- Hostaway Channel Manager: Review the property’s status in Hostaway to confirm if it reflects the current availability from Booking.com.
Step-by-Step Troubleshooting
A. In Booking.com Extranet
- Verify Property and Rate Plans: - Ensure the property is set as Open/Bookable.- Confirm that at least one active rate plan and a room type are configured.
- Select Hostaway as Connectivity Provider: - Log in to the Booking.com extranet of the property.- Navigate to Account > Connectivity Provider.- Click Search and select Hostaway as your connectivity provider.- Ensure all options allow Hostaway to access the extranet.- Confirm the connection by clicking Connect.
B. In Hostaway Channel Manager
- Log in to your Hostaway account.
- Go to Channel Manager > Channels > Booking.com > Configure.
- Select Connect new Booking.com property.
- Enter your Booking.com Property ID.
- Map your Booking.com rooms to the appropriate Hostaway listings and complete the configuration steps.
Booking Window Overriding Manual Closures
If your calendar automatically reopens dates that you manually closed, the Booking Window setting in Booking.com Extranet may be overriding your changes. The Booking Window controls how far in advance guests can book and can reopen calendar dates automatically.
- Check your Booking Window setting in Booking.com Extranet > Property > Availability > Booking Window.
- If Hostaway is managing availability, do not use the Booking Window setting in Booking.com Extranet — set it in Hostaway instead under Channel Manager > Channels > Booking.com > Configure.
- Removing the Booking Window from the Booking.com Extranet will allow Hostaway to fully control available dates.
Listing Appears Published but Is Not Accepting Bookings
If the property shows as published or live but guests cannot book it, check the following in this order:
- In Booking.com Extranet, confirm the property status is Open/Bookable — not just Published.
- Verify at least one active rate plan is configured with rates for the dates in question. A 'Price Missing' error in Extranet means no rate was received from Hostaway for those dates.
- Check the Sync History in Hostaway (Listings > Edit > Channel Connections > Booking.com > Sync History) for any errors on the relevant dates.
- Confirm that Hostaway is selected as the Connectivity Provider in Booking.com Extranet > Account > Connectivity Provider.
Additional Tips
- Synchronize availability carefully to ensure your Booking.com calendar reflects accurate dates for bookings.
- Check the property status regularly to ensure there are no unexpected blockages.
- If the issue persists after completing these steps and the property appears as bookable in Hostaway but not on Booking.com, it is recommended to contact Booking.com support directly.
When to Contact Support
Contact Booking.com Support if:
- The property remains blocked even after ensuring the correct configurations.
- There are discrepancies in availability between Booking.com and Hostaway systems.
Contact Hostaway Support if:
- The Hostaway configuration steps fail, or errors persist in syncing data to Booking.com.
Both teams will require relevant details, such as the Booking.com Property ID and Hostaway Listing ID, to assist effectively.
By following these actions, you can efficiently resolve the most common issues related to unbookable or blocked listings on Booking.com via Hostaway. If further assistance is required, use the support contacts provided above.