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Content Discrepancies

Why am I not receiving the content expected from a Seller?🔎​

This can occur for the following reasons:

  1. Your content has not been updated yet. Find more information on how to review and manage your content using our APP here.
  2. If you encounter 0 hotels ('There is no data to display') in the My Connections Content section, you should manually force a content update for that access through the “Force Content Now” tool. Remember, if you've reactivated an access that was previously deactivated, it will always show 0 properties until the next scheduled automatic update occurs or until you manually force the update through the "Force Content Now" functionality. Content updates are only carried out for active accesses on our platform.
  3. The Seller has not provided certain mandatory fields, resulting in the exclusion of some items (e.g., hotels, destinations).
  4. The Seller has not sent those particular items.

What can I do to manage this discrepancy?🚀​

  1. Reach out to the Seller to ensure they are sending the missing information, including all the required fields expected at an integration level.
  2. If the issue persists, you may force an update of your content.
  3. If the problem continues even after forcing an update of your content, please open a Case to our Customer Support Team for further investigation.

What can I do if I receive an error while downloading my content?💡​

  1. Make sure the credentials in your request (Hotel-X Access Code or Legacy Configuration) are active and operative.
  2. Check our list of errors and warnings for further information.
  3. If you encounter an error while downloading your content, we recommend forcing an update. Once it's complete, restart the download process.
  4. If the issue persists or the error code received is not listed, please open a Case through our Support Portal for further investigation.
Force Content Updates

When conducting a 'Force content now' update to refresh a Seller's portfolio, note that the duration of the update depends on the size of the content. The update is managed through a queue system and will proceed when it reaches its turn (this could take anywhere from a few minutes to several hours, or potentially even a day). If the update has not completed after this time, you may initiate the force update again if necessary.

Besides, keep in mind that if you force an update for a large set of accesses, such as updating all accesses for a Supplier across all Buyers, will result in a longer queue, thereby increasing the overall update duration.

In cases where you've followed the steps above and still do not have the most up-to-date content, please don't hesitate to reach out through our Support Portal for further help. We're here to ensure you have the best possible experience!