FAQ

Booking.com dashboard

You can access the Booking.com dasboard from https://admin.booking.com/. Booking.com will provide you with a username, it is usually in this type of format “companyname1”.

The Booking.com homepage will display all your properties in the account (Booking.com Hotel ID on the left). You can click on the property to review.

Click the property name at the top right hand corner and select View your property’s listing on Booking.com to see the listing from the guest's perspective. This is a good way to spot any potential issues.

You can also review the property content from the edit view. Click on the Property tab to reveal the content fields. The property manager can make edits to the property content in Booking.com dashboard. Note however that it may be overwritten by the content you have in Rentals United if you trigger a content update via Rentals United.

Booking.com is designed for the hotel inventory. This means that within 1 Booking.com Hotel ID there could be several room types and within those room types several units. To view the set-up in Booking.com, click on the Property tab and select Property Layout or Room details. The different room types will be identified by 2 numbers at the end of the Hotel ID.

Please note that Rentals United cannot create content for this type of inventory. For this set-up, the property manager needs to create the listing in Booking.com manually and it can then be mapped to Rentals United to synchronise prices and availability.

All properties created via Rentals United will be 1 property per Booking.com Hotel ID.

Why the changes I made to the property's descriptive content are not visible in the channel?

If you update the property descriptive content in Rentals United, you need to update the listing content on your own. For more details on how to update the listing in the channel, please see Updating listings. You can also activate automatic updates to Booking.com - see here

Why am I receiving "Cannot create duplicate hotel" error?

Most probably, this error appears because on the first-push attempt a "Build error" occurred and Booking.com did not return any ID to Rentals United. In this situation, Rentals United assumes that a hotel was not created (as an "Build error" appeared) in the Booking.com system, but in fact it was. Pushing again or trying to clear errors away will cause duplication. In such case, contact Booking.com and provide them with your RUID.

Can I remove hotels and rooms?

It is not possible to remove hotels or room from the Booking.com system. For hotels, request Booking.com to move the hotel into the “removed” status. For rooms, contact Rentals United Support Team and request to deactivate selected rooms.

What are Opportunities?

Booking.com offers a solution called Opportunities that helps you identify potential areas that may be improved to better meet your guests' expectations and offer them amazing services. This in turn results in increased number of bookings and revenue. Opportunities give you a range of features that are customized for your property and can be enabled or disabled as you choose. For more information, please see the Booking.com Help Center.

There are two major types of Opportunities:

  • Opportunities actioned directly in Rentals United - once you click the green button and confirm that you want to activate it, the property data in Booking.com will be altered with the selected Opportunity right away.

  • Opportunities requiring a visit at the Booking.com dashboard - once you click the green button, you will be redirected to the Booking.com dashboard where you will be able to finalize the Opportunity implementation.

  1. In Rentals United platform, go to the Services tab in the main menu.

  2. Click the My services tab.

  3. Type the Booking.com name in the search box or scroll down through the list of available channels.

  4. Unfold the Booking.com section by clicking the Down arrow button.

  5. Click the Opportunities button.

  6. A list of opportunities is displayed.

    The customized opportunities are displayed in a list and organized per hotel.

  7. Click the green button to activate an Opportunity and follow the instructions in the Rentals United platform.

    Note: Once the Opportunity is actioned, implemented or dismissed, it will no longer be returned by the channel and will disappear from Rentals United platform as well.

Can I manage reviews through Rentals United?

Yes, you can. You can handle your Booking.com guest reviews directly from Rentals United or via email, without having to log into your Booking.com dashboard. For more information, please see Account Settings

How to temporarily close availability?

If you need to stop selling your properties on Booking.com for a specific period of time you can now do it in Rentals United platform. Select the specific period and set the availability to "0". For a detailed procedure on how to do it, check out the Manual options for all rates in a group.

Why can I not see the credit card details of my guest?

To make it possible for you to charge a guest, Rentals United keeps the credit card details for 10 days. Once this period passes, Rentals United will no longer display these information. If the guest has not been charged yet, contact Booking.com in order to get the data directly from the channel.

However, if 10 days have not passed yet and you are not able to see the credit card details in Rentals United platform, please reach out to your Booking.com Account Manager. There may be various reasons for not receiving credit card details. The most common are:

  • You need to ensure that your property's settings require the CVC details to be provided obligatorily by the guest at the time of reservation. Only if this setting is enabled, Booking.com sends these information to Rentals United.

  • The CC details will not be present if your property accepts cash only.

  • The CC details may not be present if your property has any of the following settings in Booking.com dashboard (domestic bookers, last-minute bookers, short-notice bookers).

  • If you are a new partner and your property has not yet been verified by the Booking.com team, you may be restricted from viewing your guests' credit card details for some time. During this period, you will need to request payments directly from guests at check-in. These are the necessary measures taken by Booking.com to take care of the guests' safety. You can read more about it at Booking.com Help.

If your case does not match with any of the above, please contact Booking.com Support Team. Find the details at Contact details.

How does Booking.com recalculates modified reservations?

According to Booking.com policy, in the scenario where the stay is prolonged with a few nights, the channel should only add the price for the additional nights according to the current pricing in the calendar and leave the remaining nights as per original.

If the stay is shortened by a few nights, the channel should subtract the price calculated as per channel reservation price breakdown. The remaining nights should remain as per original.

In a situation, where the stay in moved to an entirely different period, an entirely new price should be calculated by the channel.

Can I be assisted by a Booking.com Account Manager?

If you need additional assistance in managing your account and properties, it is indeed possible to be assigned a Booking.com Account Manager. In order to do this, you need to get in touch with the channel directly and establish it. Note, however, that Booking.com assigns Account Managers on their proprietary conditions and not all of their clients may receive such an assistance. Rentals United cannot influence it.

Please, see the available forms of contact with Booking.com at Contact details.

How to access my LEID?

The Legal Entity ID (LEID) is the unique Booking.com legal ID of an accommodation partner or group. Now you can access your LEID on the Booking.com extranet.

  1. Log in to the extranet.

  2. Click on your property’s profile picture

  3. The Legal Entity ID appears below the property’s name

Can multiple users operate on the same LEID?

Yes. The same LEID account can be added for multiple users at the same time. This is one of the steps while connecting a property to Booking.com. Learn more how to do it at Add new properties.

Why do my room names change in Booking.com?

This is possible to happen for Booking.com. In case you have multiple rooms with the same name under one hotel, you may observe that some of them change names after Updating listings. For example, from “Studio Apartment” to “Studio Apartment 1”. This is because it is not possible to activate the hotel with duplicate room names.

How can I use different pricing model in Booking.com?

Booking.com supports three pricing models:

  • Daily price

  • LOS pricing

  • FSP pricing

The pricing model is automatically selected on the basis of data you provide to Rentals United upon adding new hotel to Booking.com. Depending on the pricing data, the pricing model is automatically selected only for the hotels added to Booking.com via Rentals United. Please read more about it at Step 5: Price and availability.

However, if you ever wish to change your pricing model, you can do that in the Booking.com dashboard, following the steps below.

  1. Provide the correct type of prices.

    • if you want to operate on LOS pricing model, make sure LOS pricing or FSP pricing is provided

    • if you want to operate on Daily price model, make sure Daily price is provided and there are no LOS pricing or FSP pricing records

  2. In the Booking.com dashboard, go to Account and select Connectivity Provider.

  3. Click Switch providers and choose the proper one: Quick Connect LOS or Quick Connect.

  4. Click Connect.

  5. When the connection request is sent, please, contact the Rentals United Support Team, so that it can be accepted.

  6. Go to Rentals United and under the Services tab, select My Services. Search for Booking.com and open Property settings. Refresh the set-up as described in Refreshing the synchronization settings.

  7. Verify if the prices and availability are correct in Booking.com dashboard (click LOS Price Table in Rates & Availability).