These are the most frequent questions we receive about Booking.com's platform. Even if solutions to these common issues are found on your Booking Extranet and not on Smoobu's end, we thought we could help you find the answers you need :)
In the end, we wish our hosts to manage their properties successfully, so here are some resources we put together to share with you.
- Cannot map room ID to Smoobu --> Needs cancellation policy on Booking.com
All rate plans on Booking.com require a Cancellation Policy in place. If you are trying to connect a new room ID on Smoobu but the mapping step is not possible, please double check on Booking Extranet that your rate plan has a defined Cancellation Policy.
How? Here's how to define a cancellation policy for your rate plan on Booking.com
Here's more information about this case: Troubleshooting: I cannot connect my Booking.com listing to Smoobu
- Cannot map room ID to Smoobu due to Error message --> Needs to create more room IDs
You have more than one unit ("Rooms to sell") available within the same listing (Room ID). You are working with listings with an inventory greater than 1 and you cannot connect with Smoobu until you have individual Room IDs - one per bookable unit. Please call Booking.com Customer Service. They will adjust the structure for you creating as many Room IDs as bookable units you have.
How? Here's how to add a Room on Booking Extranet. However, for this case we would suggest to call Booking.com as they are able to replicate your existing RoomID 'n' times in just a few minutes.
Here's more information about this case: What to do if you have a room ID with availability greater than 1 on Booking.com or Expedia?
- Other rate plans don't sync Min. nights from Smoobu --> Connect rate plans on Booking.com
Smoobu will always sync “only” with the Standard rate. All other fees must be managed in the portals. However, you can have these other fees derive from your Standard rate. For example, a Non-refundable rate can be set on Booking.com to be 10% cheaper than your Standard one and have the exact same Min. nights restriction. This way, if you have your Non-refundable derive from your Standard rate plan, your changes on Smoobu will also update all your Booking.com rate plans.
How? Here's how to set up a new rate plan on Booking.com. Please contact Booking.com to make sure your min. nights derive from your Standard rate.
- How to open rooms --> Booking Extranet-Rates&Availability-Open/Close rooms
Even if your set up is correct in Smoobu, and you have entered prices and requested an initial push to us when you first connected, your Booking.com listing might not show as bookable. You need to make sure your Room Status is Open on Booking Extranet.
How? Here's how to open / close a room on Booking.com
Here's some extra information about this case: I have wrong availabilities / closed for sale on Booking.com
- Set up occupancy pricing/charge extra guest fee --> Booking Extranet-Rates & Av. -Edit occupancy pricing
First, you need to make sure your base rate on Booking.com is set to the min. quantity of occupants. More info here: Standard base rate management: where are Smoobu prices sent
If that's already the case, please note that Smoobu will be sending prices to your Standard base rate, and you must set up on Booking Extranet an extra fee (€ or %) per extra guest.
How? If it's the first time you are going to set occupancy pricing on Booking.com, you should call Booking.com Customer Support to enable it. Guide
If you have already set occupancy pricing in the past, here's a guide for you
Let us know if you have other cases, we will be happy to assist. Please open a ticket from your Smoobu account or email us at firstname.lastname@example.org