Connectivity Support Guidelines

As Channel Managers (CM), you may see some bookings present itself as overbooking and raise a ticket for more details on the issue. Upon analysis of overbooking-related inquiries, however, we found that approximately 58% of them were non-connectivity related, and could have been resolved with preliminary checks by the property or CM. This would help resolve the issues much faster and without having to wait for a response from our Technical Connectivity Support team.

Below are possible scenarios that can be presented as overbooking but not a connectivity related issue, which can be categorized into these 4 buckets.

YCS extranet manual update:

Inventory Allotment is set as 0 using API for a certain date range, room type belonging to a property, but YCS still shows availability. This could be due to someone with YCS privilege modifies the allotment manually after the API updates. Agoda would allow booking on such room types.

We request CMs to check if any manual updates have been made on the YCS extranet.

The information could be accessed here in YCS to check if any Front End users update the properties after ARI updates. 

Allotment made available due to cancellation (Inventory Return)

The CM updates the allotment as 0 for a certain date range & room type. There is a cancellation of booking at Agoda on the same room type for the same date after the CM updated the allotment. It is considered as Inventory Return.

We request CMs to check the booking retrievals & YCS extranet to see if there is any booking cancellation for the same room type and date range.

The information could be accessed here in YCS to check if any cancellation is made on an existing booking after ARI refresh.

Note: Enter the date range wider than the actual date that you would like to validate. This would ensure that the bookings spanning multiple dates are also accommodated.

Rate plan is closed for a Room but not Inventory

CM closes a rate plan for a room type for a certain date range. Note that there may be another rate plan that is still associated with the room type, and it would allow our system to process booking. If a CM doesn’t want any booking to be made on a room type for a certain period, we request CM to close the allotment in inventory updates.

We request CMs to check rate plan on a booking that is considered as overbooking and see if it is still active and inventory updates sent on that room type.

Calendar Sync option turned on for NHA properties

If a non-hotel accommodation (NHA) property gets activated with the CM, the property should no longer use the Calendar Sync option on Host Manage. This feature is created for NHA properties not associated with the CM to manage its inventory. Any updates sent by the CM through API would get overridden by the Cal Sync updates and would cause allotment errors leading to overbooking.

We request CMs to educate their NHA properties about this.

Example: The below setting must be disabled by the property.