Smart Hotel interface – error handling and recovery logic
Below you can find a detailed explanation of how errors are handled in the Smart Hotel 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 Smart Hotel room type and rate (product). An email notification with the subject SMARTHOTEL CHANNEL MANAGER 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 Smart Hotel 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 Smart Hotel product. At this point, an email with the subject SMARTHOTEL CHANNEL MANAGER 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 Smart Hotel 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 Smart Hotel export errors
To identify and resolve the root cause of the error, please contact the Smart Hotel 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 → SmartHOTEL
Edit the affected connection
Go to the Room / Rate maps 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 20–30 minutes after enabling the export
Check the data in the Smart Hotel system and the OTAs
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 as shown in the Smart Hotel system
The value currently displayed on the OTA side
The expected correct value
This information is required for further investigation and validation.
Most common Smart Hotel export errors
Room type and rate combination no longer exists
A specific combination of room type and rate is no longer available in the Smart Hotel system, but is still present in the connection settings in Clock. Example of the errors:
Invalid rate ID: 18. | Processing exception(12) | Invalid rate code(249)
Invalid room ID: 2. | Processing exception(12) | Room/unit code incorrect(141)
In this case:
- The obsolete room type and rate combination must be removed from the connection settings in Clock. Go to Navigation menu → Settings → All settings → SmartHotel and edit the connection.
Select the Sync - SmartHotel maps tab
Review the data (more details can be found here) and confirm the download operation
The removed products will no longer part of the mapping settings and there is nothing more to do for them
In case there are newly downloaded products from Smart Hotel -> review their mapping settings in Clock PMS+ and enable the export for them