Booking.com interface – error handling and recovery logic
Below you can find a detailed explanation of how errors are handled in the Booking.com interface and how the export suspension and recovery process works.
1. Error detection and retry process
When an error is detected during data export, it is recorded for the specific Booking.com room type and rate (product). An email notification with the subject BOOKING.COM CHANNEL EXPORT ERROR will be sent to the hotel email address. The email contains:
Information about the affected product (room type and rate)
The exact error message returned by the Booking.com system
After the error is detected, the system will initiate an automatic retry process.
If the retry attempt is not successful, it will be recorded as a consecutive error.
2. Export suspension for the entire connection
When a large number of consecutive export attempts fail, the system will stop sending data for the specific Booking.com product. At this point, an email with the subject BOOKING.COM CHANNEL EXPORT STOPPED will be sent to the hotel email address with information about the affected product.
Important:
At this stage:
Data export from Clock to the Booking.com product is suspended
Booking retrieval remains active
We strongly recommend resolving the error as soon as possible in order to resume normal operations and avoid data inconsistencies.
How to resolve Booking.com export errors
To identify and resolve the root cause of the error, please contact the Booking.com support team, providing them with the exact error message received.
Once the issue has been resolved, please follow these steps:
Go to Navigation menu → Settings → All settings → Booking.com
Edit the affected connection
Go to the Room / Rate Map tab
Edit the respective product, change the Export enabled option to Yes and save
This action will restore the connection to its normal operational state.
Important note about data resend after enabling export
Activating the export will trigger a full data resend for:
Availability
Prices
Restrictions
for all changes made in Clock since the last successful update (related to the specific product), covering a period of up to 365 days.
Depending on how long the export was suspended, the amount of data to be processed may be significant and may take some time. Please:
Wait approximately 5–10 minutes after enabling the export
Check the data in the Booking.com account
If you notice any discrepancies, notify the Clock support team and provide the following information:
The affected date(s)
The room type and rate name
The value currently displayed in Booking.com
The expected correct value
This information is required for further investigation and validation.
Most common Booking.com export errors
Room type and rate combination no longer exists
A specific combination of room type and rate is no longer available in the Booking.com system, but is still present in the connection settings in Clock. Here is an example of the error:
- Rate '................' is not active for room '...........................' | RATE_NOT_ACTIVE_FOR_ROOM
In this case:
Go to Navigation menu → Settings → All settings → Booking.com
Edit the affected connection
Go to the Room / Rate Map tab of the connection
Click on the Sync maps button in order to download the latest setup from Booking.com
No further actions will be needed as this operation will remove the product generating the error from the mapping settings.
Discrepancy based on the number of guests set in Booking.com
If the possible guest combinations or default guest count for a rate is changed in Booking.com after the connection to Clock is activated and at the same time the connection is not updated in Clock you might get errors, similar to the ones bellow:
- Cannot set price for occupancy 1. Please check the room-rate pricing model | INVALID_USE_OF_SINGLE_OCCUPANCY
- Room '...........' has a maximum occupancy of '2'. You cannot set price for higher occupancy for rate '...............'. | OCCUPANCY_EXCEEDS_MAX_PERSONS
The solution is as follow:
Go to Navigation menu → Settings → All settings → Booking.com
Edit the affected connection
Go to the Room / Rate Map tab of the connection
Click on the Sync maps button in order to download the latest setup from Booking.com
Edit the respective product, change the Export enabled option to Yes and save