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1. What are hard closed rooms?
2. How does the room get hard closed?
3. How to avoid this situation from happening?
4. How to open rooms which have been hard closed?
What are hard closed rooms?
We are used to say that a room is hard closed when it appears as closed in the OTA extranet despite of the fact that FrontDesk Master is sending correct open availability.
We've only seen such cases on Booking.com, which doesn't necessarily means it couldn't happen for other channels.
In case you have hard closed rooms on Booking.com, please read this article to the end.
In case you have hard closed rooms on other OTA's, please contact us at support@frontdeskmaster.com.
How does the room get hard closed?
A room usually gets hard closed if it was manually closed on the extranet before the connection with the channel manager was established.
That is, if you closed any room in the extranet, as in the following image, it will be hard closed after your account is connected to the channel manager.
How to avoid this situation from happening?
In order to avoid hard closed rooms from happening we advise you to open all your rooms on the extranet before connecting your account to the channel manager.
To do that, access your Booking.com extranet, go to Rates & Availability and Open/Close Rooms.
Then,
1. Select dates from today to a random date far in the future
2. Select all weekdays
3. Select Open
4. Select Entire Room
5. Select all rates
6. Select all rooms
7. Update
How to open rooms which have been hard closed?
Please note that in case you choose the 2nd option, we recommend doing it during a meeting with us or when having us on chat. It doesn't take more than 10 min to do the entire procedure if only we do it in collaboration.
In case you identify that you have hard closed rooms, there are 2 ways to resolve it.
1. Contact your Booking.com account manager explaining the situation and requesting them to open these rooms for you. You can see and example of message to send to your account manager below.
"Dear partner,
I'm contacting you because despite of the fact that our channel manager is sending correct availability, room (insert problematic room type ID) still appears as closed in our extranet for (insert problematic dates).
Would you be so kind to open this room for these dates?
Thank you,"
2. Disconnect the channel manager, manually open the rooms on the extranet and connect the channel manager again.
(We recommend this option as contacting Booking.com might take longer)
a. To disconnect our channel manager fro your Booking.com account access your Booking.com extranet, click on Account and Channel Manager.
Then, click on Deactivate.
b. To open all rooms for all future dates, go to Rates & Availability and Open/Close Rooms.
Then,
1. Select dates from today to a random date far in the future
2. Select all weekdays
3. Select Open
4. Select Entire Room
5. Select all rates
6. Select all rooms
7. Update
c. To restablish the connection to our channel manager, go to Account / Channel Manager
Click on Connect your channel manager and follow the steps.
Step 1: Select provider
Type our channel manager name in the blank field, select Reservations and Rates and Availability and click next.
Step 2: Agreement
Mark the checkbox saying that you have read and accepted the Terms and Conditions and click on Accept.
Step 3: Provider confirmation
At this step, we will receive the request from Booking.com. We will confirm that for you so that you can go on to the next step.
Step 4: Confirm
Click on I confirm the connection with provider to confirm your request. We will receive the confirmation too!
If you have any questions or need help with this process, feel free to contact us at support@frontdeskmaster.com.