If you received a booking with the incorrect price, please check the possible issues below which will help you find and solve the problem.
PROBLEM 1 - Price edited after entering the system
Check if the booking price was not edited manually in the reservation or the price has not changed while changing rooms or dates. You can see that information in the history.
PROBLEM 2 - Incorrect price set up manually in the calendar
Check what price is set up in the Availability & Rate Calendar for the booking date. Red color means that it was set up manually by a user. You can restore season price:
PROBLEM 3 - prices adjusted by Channel Manager or strategies
1. Open Channel Manager, select plugin and click on Next button until you see the Rate Mapping section. Check if there is any adjustment in the table. Change it to 0 if necessary.
Click on Save button to keep the connection active and send the update to the channel.
2. Open Availability and Rate Calendar and show strategies to see the adjustments. Check the strategies' configuration, instruction: Setting up price Strategies
PROBLEM 3 - not updated occupancy prices
Check the occupancy prices in the Calendar. They are important in case of bookings from Expedia and Agoda which support occupancy prices.
PROBLEM 4 - plugin is disabled in the Channel Manager
Open Channel Manager. If the plugin is red but you had the connection activated previously, it means that the synchronization is disabled and prices cannot be updated.
Activate the connection again, see here how to do it: Disabled plugin, how to activate it?
PROBLEM 5 - incorrect currency configuration in the Channel Manager
Go to Channel Manager, select problematic connection and click on Next button until you see the Rate Mapping section. Check, if the currency is the same as the currency set up in the portal.
This point is very important, because if you select an incorrect currency, the portal will not accept the update from the system or will show incorrect prices.
Click on Save button to keep the connection active.
PROBLEM 6 - rates are not mapped in Channel Manager
Go to Channel Manager, select problematic connection and click on Next button until you see the Rate Mapping section. Map all missing rates and click on Save button to keep the connection active and send the update to the channel.
PROBLEM 7 - Portal price limits block prices synchronization
If you change prices in the system and they are not updated on the portal, make sure that they are within the minimum and maximum price limit set up on the portals account. If the price is lower than the minimum price or higher than the maximum price, the update will not be accepted. You can contact your account manager in order to check or change the limits.
This restriction may appear in case of Booking.com, Expedia and Agoda connections.
If you can find the cause of the incorrect price in the reservation:
1. Make the availability and prices update test to check if the system updates data correctly, see here: How to check if prices and availability are updated correctly on the portal
2. Send the problematic booking ID to firstname.lastname@example.org, we will check it for you!