If a reservation shows an incorrect guest name in Mews, it usually means the channel manager sent the wrong information.

Recommended action:

• Open the reservation log and check how the guest name was sent to Mews.

If the name is incorrect in the log, this means the channel manager sent it that way. In this case:

• Contact your channel manager support team directly and include a screenshot of the log from Mews.
• You can also forward any other supporting detail to help the channel manager identify the issue.

Recommended action:

Contact Mews Support to investigate.

If a reservation fails to process in Mews, it may be due to a formatting issue in the data sent by the channel manager.

Recommended action:

1. Go to Main menu > Queues > Channel manager.
2. Look for the most recent queue item related to the reservation.
3. Check the Status column. If the status is Failed, click the queue item to open the details.
4. In the Results section, review the error message and download the XML or JSON file.

Once you have the file:

• Contact your channel manager support team.
• Include the downloaded file and the error message shown in the queue to help them identify the formatting issue.

Recommended action:

Contact Mews Support to investigate.

Mews did not receive a creation job from the channel manager.

Recommended action:

Contact Mews Support to investigate and give the creation date and time of the reservation from your channel manager extranet.

This error appears when your channel manager tries to cancel a reservation that Mews cannot find. There are a few reasons why this might happen.

1. The reservation was created manually

If the reservation was entered manually in Mews (not pushed from the channel manager), the cancellation request cannot be matched.
 

What to do:

• Locate the reservation manually in Mews.
• Cancel it directly from the reservation details screen.

2. The reservation was imported from a file

If the reservation was imported via an import file (for example, during onboarding), Mews may not be able to match the cancellation request unless certain fields were filled in.

To confirm this:

1. Go to the reservation and open the Action log.
2. If the Origin shows a channel manager (like SiteMinder), but the action was completed by the System, the reservation was likely imported.

Note: To allow cancellations from the channel manager, imported reservations must include the following fields:

• Channel Manager Number
• Channel Number
• Channel Manager Integration ID

If these were not filled in during the import, Mews cannot match future cancellations or modifications. This cannot be fixed retroactively, but it can be corrected in future import files.

3. The reservation was made through a different channel manager

If your property switched channel managers after the reservation was made (for example, from Booking.com direct to Cubilis), the cancellation cannot be processed through the new integration.

What to do:

1. Go to Main menu > Queues > Channel manager.
2. Look for failed reservation actions and mouse over the status to view the error message.
3. Click the reservation item on the left side to view more details.
4. Match the confirmation number and guest email with an existing reservation in Mews.

If the original reservation came from a different channel manager, you need to cancel it manually in Mews. You can also contact your current channel manager support contact to confirm how they handle these cases.

If a reservation fails to process in Mews, it may be because the data was not sent in the correct format by your channel manager.

To check the format:

1. Go to Main menu > Queues > Channel manager.
2. Find the reservation and click the related queue item.
3. Review the data to see if the reservation includes all expected fields and is structured correctly.

What to do next:

• If the data appears to be incorrectly formatted, contact your channel manager support team.
• Share the reservation log with them so they can verify what was sent and make any necessary corrections on their side.

If reservation details in Mews (such as guest name, email address, or number of guests) do not match what appears in the booking channel, it usually means the information was either sent incorrectly or not sent at all by the channel manager.

To check what was sent:

1. Go to Main menu > Queues > Channel manager.
2. Find the reservation based on the timestamp of the reservation creation.
3. Open the queue item and review the reservation log to see what data was delivered to Mews.

Next steps:

• If the data was not sent or is incorrect in the log:
   Contact your channel manager support team and share the log. They can verify what was sent and help correct the issue.
• If the data was sent correctly but does not appear in Mews:
   Contact Mews Support and provide the reservation log and details. Our team will investigate the issue further.

If a reservation appears in Mews with a rate that cannot be identified, it usually means that the rate sent by the channel manager is not mapped in Mews.

To resolve this issue:

1. Find the channel manager confirmation number and creation time of the reservation.
2. Contact your channel manager support team and ask them to confirm which rate was used for the reservation on their side.
3. In Mews, go to Main menu > Queues > Channel manager and locate the reservation log.
4. Check the log to see which rate code was sent to Mews.

Next steps:

• If the rate code is missing or incorrect in the mapping:
   Update the mapping in the channel manager extranet or contact your channel manager support to do so.

Learn more in our help article The rates in Mews don't match the rates in the channel manager.

If your reservation in Mews displays a different price than what you set in your channel manager extranet, it may be because Mews is overriding the price during the reservation import.

To fix this and ensure prices from your channel manager are used:

1. Open your channel manager integration.
2. Click Channel manager rates.
3. Open the rate that is showing incorrect prices.
4. Deselect the Synchronized checkbox.
5. Click Save.

When a rate is unsynchronized, Mews stops sending price updates for that rate. The system will instead use the price provided by your channel manager.

Note: Only use unsynchronized rates if you manage pricing in your channel manager extranet. If the rate remains synchronized, Mews will continue to send updates, and those will override the values set externally.

If a reservation shows a space category that is incorrect or unexpected, it is likely due to a mapping issue. When Mews cannot match the space category code from the channel manager, it shows the error “Unknown space category” and assigns a default space category to the reservation.

Common reasons and how to fix them:

1. The space category code sent by the channel manager is incorrect

• Go to Marketplace > My subscriptions > Channel manager integration settings > Channel manager space categories.
• Check that the space category code received in the reservation log exactly matches a code in Mews.
• If the code exists only in your channel manager extranet and not in Mews, you need to update the mapping.

2. Extra space in the space category code

• Mews treats spaces at the beginning or end of the code as part of the value.
• Highlight the code in the mapping field. If you see an extra space in blue, remove it and save the change.
• Even a single invisible space can prevent the correct category from being recognized.

3. The space category is not mapped to the rate

• Even if the space category is mapped, it also needs to be linked to at least one rate.
• Go to Channel manager rates, open the relevant rate, and confirm that the space category is selected.
• This step is essential even if the rate is unsynchronized and managed in the channel manager extranet.

Note: If you are unsure which code was sent in the reservation, check the reservation log in Main menu > Queues > Channel manager or contact Mews Support for help reviewing it.

If a reservation includes missing or incorrect products, the issue is often related to how products are connected to rates or mapped in the channel manager integration.

1. The product is not linked to the correct rate

Products must be assigned to the rate to appear in reservations correctly.

To check and fix this, learn more in our help article How to create a rate with a product included in Mews Operations

 Note: You cannot link a product to a synchronized channel manager rate if that product has already been charged. In this case, you can only apply changes to future reservations.

2. The product is not mapped in the channel manager integration

Each product needs a matching Channel manager ID in the integration settings.

To verify and update mapping learn more in our help article Connect and configure your channel manager integration to receive reservations through external channels

Note: If you're using packaged rates or upsell products, make sure they're configured correctly in both Mews and your channel manager platform. Learn more in our help article How to offer products through distribution channels using your channel manager integration

The Travel agency confirmation number in a reservation is automatically generated based on the channel Id received from the channel manager.

If needed, you can manually update this number in Mews. Once you make a manual change to the confirmation number, Mews no longer updates it if your channel manager sends a modification or cancellation.

This error is specific to each channel manager.

Recommended action:

Contact Mews Support to investigate and provide example as soon as the overbooking occurs. Learn more in our help article How to find and solve overbookings?

If a reservation appears in Mews later than expected, it is important to check whether the delay happened on the channel manager’s side or within Mews.

To investigate the delay:

1. Go to Main menu > Queues > Channel manager.
2. Find the reservation in the queue.
3. Look at the Created and Processed timestamps.

What the timestamps tell you:

• If the delay is between Created and Processed times in Mews:
   Contact Mews Support. Our team can investigate why Mews took longer to process the reservation.
• If the Created time is already delayed:
   This means the channel manager sent the reservation late.
   Contact your channel manager support team and share the reservation details so they can investigate on their side.

Note: Mews processes most reservations immediately once received. If delays are recurring, please collect a few examples and share them with both Mews and your channel manager to help resolve the issue more efficiently.

If some guest profiles (companions) are missing from a reservation in Mews, it may be due to how companion profiles are set up in your integration settings.

To check and resolve this:

1. Open the reservation log in Main menu > Queues > Channel manager and confirm whether multiple guest profiles were included.
2. Go to the Action log in the reservation to check if any changes were made to companions after the reservation was created.
3. Open your channel manager integration settings.
4. Look for the setting Create companions without email.

Depending on your setting:

• If the setting is disabled (unticked):
  Mews only integrates guest profiles that include an email address. If companion profiles do not have emails, they will not appear in the reservation.
• If the setting is enabled (ticked):
  Mews integrates all guest profiles, even those without email addresses. If some profiles are still missing, contact Mews Support for further investigation.

If a guest profile in a reservation is missing the nationality, it is likely due to incorrect formatting in the data sent by your channel manager.

Mews only accepts nationality codes in the following formats:

• ISO 3166-1 alpha-2 – a two-letter country code (for example, DE for Germany)
• ISO 3166-1 alpha-3 – a three-letter country code (for example, DEU for Germany)

Note: These codes are case-sensitive, and must be entered exactly as required (uppercase letters only).

If a reservation arrives from a travel agency but the agency profile is missing or not linked correctly in Mews, the issue may be related to your integration settings.

This is controlled by the "Create company and travel agency profiles" option in your channel manager integration. You can also map in the integration itself.

What to expect:

• If the option is enabled:
   Mews automatically creates a new travel agency profile when a reservation is received from an unknown agency.
   You will receive an email notification confirming that the profile was created.
• If the option is disabled:
   Mews does not create a new travel agency profile. Instead, you receive an email stating that the reservation came from an unknown travel agency.
   This email includes recommendations on how to manually link or create the correct travel agency profile.

If you download a reservation by ID through your channel manager and notice issues with the data in Mews, the same troubleshooting steps apply as for any other reservation delivered by the channel manager. This includes checking:

• Product rules
• Mapped and extra products
• Any automation applied during reservation processing

However, one key detail can affect how the reservation is integrated:

• The creation time in the channel manager extranet may differ from the time Mews receives the reservation.

If your property updated rate mappings, space category codes, or product settings between the original creation time and the download time, Mews may apply the most recent settings instead of the ones valid at the time the reservation was first made.

If your rates appear closed or set to stop sell in your channel manager—even though they should be open—this could be caused by restriction settings in Mews or conflicts with settings in your channel manager extranet.

Check the following in Mews:

1. Rate is disabled in Mews
   1. Go to Main menu > Settings > Services > Stay > Rates.
   2. If a rate is disabled, Mews sends it as closed to the channel manager, regardless of any restrictions.
2. Closed restriction is applied
   1. Go to Main menu > Settings > Services > Stay > Restrictions.
   2. Check for any Closed to stay restrictions with no entries in the Exceptions column.
   3. Mews treats these as strict closures for the affected rate(s) or all rates, depending on the setup.
3. Overlapping restrictions
   1. Restrictions with and without exceptions are treated differently.
   2. Restrictions without exceptions take priority over those with exceptions when sending updates.
   3. Review any overlapping rules to ensure they aren’t unintentionally overriding each other.

Next steps:

• If everything appears correct in Mews and you are still seeing the rate as closed in the channel manager, check whether the restriction is being overridden by a setting on the channel manager’s side.
• This is common with Booking.com direct integrations, where old restrictions may still exist in the Booking.com extranet.
   These must be deleted by Booking.com, as Mews cannot override them.

Note: You can also check the actual updates sent by Mews using the Inventory updates queue. If Mews is sending the correct “open” state and it is not reflected in the channel, contact your channel manager support with this information so they can investigate further.

If availability in Mews and your channel manager do not match, there are a few possible causes. This can affect what is shown to guests on online travel agencies (OTAs), so it’s important to investigate.

1. Mews sent the correct availability, but the channel manager did not update

In many cases, Mews sends the correct availability, but the channel manager does not update their system or forward the update to OTAs.

To check this:

1. Go to Main menu > Queues > Channel manager.
2. Make sure the most recent queue item does not have a Failed status.
3. If it failed, click the item and review the Results section for the error.

Then:

• Go to the Inventory updates queue and check whether Mews sent the update.
• Open the Jobs archive to see the inventory update details and confirm if it was correct.

Note: If the availability update was sent correctly, but the OTAs still show incorrect availability, contact your channel manager support and share the update log so they can investigate on their side.

2. Availability updates are not being sent (full or delta)

If availability updates are missing entirely:

• Check the Channel manager queue for failed items.
• If you find one, contact Mews Support and your channel manager support contact with the queue item details.
• Important: Delta updates are not always visible in the queue. If you suspect a delta update failed, contact your channel manager support immediately.

3. Space category mapping issues

Incorrect or missing mapping can prevent availability updates from being processed correctly.

To check:

1. Go to Marketplace > My subscriptions > Channel Integration settings > Channel Manager Space categories.
2. Open each space category and confirm:
   1. The Channel manager ID is correct.
   2. The mapping code exactly matches what is used in your channel manager extranet.

If needed:
 Ask your channel manager support contact to update the mapping code, or update it directly in their extranet if you have access.

4. The "Upload availability" operation is not enabled

If availability is not being pushed at all:

1. Go to Main menu > Settings > Integrations.
2. Open your channel manager integration.
3. In the Enabled operations section, make sure Upload availability is selected.
4. Click Save.

If the option is already enabled but availability still does not match:

• Contact Mews Support and your channel manager support team to investigate further.

Note: Availability sync requires correct mapping and configuration in both Mews and the channel manager. Even a small mismatch can stop updates from going through.

If you notice that the VAT rate applied to your rates is incorrect, the issue may be with the base rate configuration in Mews.

To check and correct this:

1. Go to Main menu > Settings > Property > Services > Stay > Rates.
2. Find the rate that shows a dash (-) in the Base rate column. This is your base rate.
3. Click to open the base rate and review the Tax rate field.
4. Make sure the VAT rate is correct according to your local tax requirements.
5. If needed, update the Tax rate field and click Save.

Note: The tax rate set for the base rate applies automatically to all other rates linked to it. Updating the base rate ensures consistent VAT handling across all associated rates.

If a reservation fails or a rate does not sync correctly between Mews and your channel manager, the issue may be due to an incorrect or missing Channel manager ID (also called a mapping code) for the rate.

To check and fix this:

1. Go to Marketplace > My subscriptions.
2. Click on your channel manager integration.
3. Select Channel manager rates.
4. Open the rate that is affected.
5. Confirm that the Channel manager ID matches the rate code used in your channel manager extranet.

If the ID is missing or incorrect:

• Update the ID in Mews to match the correct value from your channel manager.
• Or contact your channel manager support team and provide the current mapping so they can help align it on their side.

Note: Rate and space codes must match exactly between Mews and the channel manager to ensure successful data exchange. Even a small mismatch can result in errors or missing updates.

If prices or restrictions are not updating as expected for a rate, it may be due to missing mapping or synchronization settings in your channel manager integration.

To check and fix this:

1. Go to Marketplace > My subscriptions.
2. Click your channel manager integration.
3. Select Channel manager rates.
4. Open the rate in question.
5. Confirm that the Channel manager ID matches the rate code used in your channel manager extranet.

If the mapping is incorrect or missing:

• Update the Channel manager ID to match exactly.
• Or contact your channel manager support team and ask them to update the mapping in the channel manager platform.

Also check if the rate is synchronized:

• If the rate is unsynchronized or disabled, Mews does not send any updates (such as pricing or availability) to the channel manager for that rate.
• To send updates, make sure the rate is enabled and synchronized.

Note: Always keep your rate codes aligned between Mews and your channel manager to ensure consistent data exchange.

If your rate prices are not appearing or updating correctly in your channel manager, it may be because the Upload rates operation is not enabled in your integration settings.

To check and enable this:

1. Go to Main menu > Settings > Integrations.
2. Open your channel manager integration.
3. Look at the Enabled operations field.
4. Make sure Upload rates is selected.
5. If it’s not selected, check the box and click Save.

If Upload rates is already enabled but your rates are still not updating:

• Contact Mews Support and your channel manager support team.
• Provide details about the affected rates and the date/time when the issue occurred.

Note: This setting must be enabled for Mews to send rate updates to your channel manager. If it is disabled, Mews will not communicate any price changes.

In general, you should manage your own inventory settings and send availability, rates, and restriction updates from your side through Mews. This ensures your updates are timely and accurate.

However, Mews can send an inventory push on your behalf in special cases, but only with your written confirmation.

If you need Mews to send an inventory update for you:

1. Contact Mews Support and explain the issue.
2. Provide a clear written confirmation in your message, requesting Mews to send the inventory push.
3. If possible, include details such as:
   1. The affected dates and space categories
   2. The rates that should be pushed
   3. Any recent changes made in your settings

Note: Logs used for investigating issues are only stored for 30 days. If you're reporting a case for review, please download and save the relevant log as an attachment in a note or email so it’s available if needed later.

If your channel manager is not sending or receiving updates, the integration may be disabled in Mews.

To check the integration status:

1. Go to Main menu > Queues > Channel manager.
2. Review the most recent queue items.
3. Check for any with a Failed status.

Next steps:

• If you see failed queue items:
   Contact Mews Support and your channel manager support team. Provide details about the errors so they can investigate further.
• If no errors are shown and the integration is simply disabled:
  • Go to Main menu > Settings > Integrations.
  • Open your channel manager integration.
  • Select the Enabled checkbox.
  • Click Save to re-enable the connection.

Note: A disabled integration prevents any data exchange between Mews and your channel manager, including reservations, rates, restrictions, and availability. Always ensure the integration is enabled unless you have intentionally turned it off.

If your connection between Mews and the channel manager is not working as expected, one possible reason is that your Mews enterprise is not yet set up in the channel manager's system.

What to do:

• Contact your channel manager support team directly.
• Ask them to confirm that your Mews enterprise is correctly configured and activated on their side.

Note: Mews cannot complete the connection until the setup is finished in the channel manager platform. Once it is set up, you can continue mapping your spaces, rates, and products in Mews.

If your integration with the channel manager is not working, it may be due to incorrect or missing login credentials in Mews.

To check this:

1. Go to Main menu > Settings > Integrations.
2. Open your channel manager integration.
3. Look for the Username and Password fields.

Next steps:

• If either field is empty or you’re unsure if the values are correct, contact your channel manager support team.
• Ask them to confirm the correct credentials for your connection with Mews.

Note: Not all channel managers require a username or password. To check if these fields are necessary, refer to the help article for your specific channel manager.

This error appears when rate mapping between Mews and Expedia is incorrect, specifically related to how the rate plan’s Collect type is configured.

What the error means:

Mews attempted to send pricing for a rate that Expedia does not expect to receive updates for—typically a Merchant (Expedia Collect) or Net Rate plan. This happens when the Collect type in Mews does not match the setting in Expedia.

How to fix it:

1. Locate the Rate Plan ID from the error message. This identifies the rate with the issue.
2. Find the CSV mapping file provided by Expedia. This includes all your rate plan codes and their settings.
3. Check the Collect type for the affected rate in the CSV file:
   1. Compare it with the rate's configuration in Mews > Settings > Integrations > Expedia.
4. Ensure the Collect type in Mews matches the one defined in Expedia.

Important notes:

• If the rate is set as Expedia Collect (Merchant) in Expedia, Mews should not send pricing for it.
• Some rate plans may be Derived in Expedia. Double-check if the rate should be synchronized from Mews or managed only in the Expedia extranet.

If you're unsure how to interpret the CSV or correct the mapping, contact Mews Support. Include the Rate Plan ID and a copy of the Expedia CSV file to help us assist you faster.

This error occurs when Mews sends a price of 0 for a rate to Expedia, which Expedia does not allow.

How to fix it:

1. Go to Main menu > Settings > Services > Stay > Rates.
2. Open the affected rate and check the Pricing tab.
3. Look at the time frame for which the 0 price was sent.
4. Choose one of the following options:
   1. Update the price in Mews so that it is greater than 0 for the affected period.
   2. Unsynchronize the rate if you prefer to manage pricing for this rate directly in Expedia:
      1. Go to Settings > Integrations > Expedia > Channel manager rates.
      2. Open the rate and deselect Synchronized.
      3. Click Save.

Note: If the rate is synchronized, Mews continues to send pricing updates—even if the value is 0. If you manage pricing in the Expedia extranet, make sure the rate is set to unsynchronized to prevent errors like this.

If you need help identifying the affected time frame or correcting the setup, contact Mews Support and include the error message and Rate Plan ID.

This is a warning and not an error from Expedia. It means the update from Mews was processed, but the associated rate plan is inactive in Expedia. As a result, this rate will not be sold until it is activated by an Expedia Group Market Manager.

What to do:

1. Review the Rate Plan ID listed in the warning message.
2. Check your Expedia rate mapping CSV file to confirm whether the rate plan is active or inactive.
3. If the rate is inactive:
   1. Do not map it in Mews unless absolutely necessary.
   2. If it must be mapped (for example, to allow modifications to existing reservations), make sure it is unsynchronized in Mews:
      1. Go to Main menu > Settings > Integrations > Expedia > Channel manager rates.
      2. Open the rate and deselect Synchronized.
      3. Click Save.

Note: Inactive rate codes should not receive restrictions or pricing updates from Mews. Leaving them unsynchronized prevents errors while still allowing modifications to existing reservations if needed.

If you're unsure whether the rate should remain mapped or active, contact your Expedia support representative for guidance. You can also reach out to Mews Support with the Rate Plan ID and date of the warning for help reviewing the setup.

This rare error occurs when Mews sends multiple updates too quickly for the same product and date, and Expedia is still processing a previous request. Expedia temporarily locks the product to avoid conflicts, which causes the new update to fail.

What to do:

1. Identify the date(s) affected by the error.
2. Go to your Expedia extranet or channel manager, and resend a manual update for those dates.

This refresh will usually resolve the issue once the system has finished processing the earlier request.

Note: If you continue to see the same error or are unsure which dates are affected, contact Mews Support and include the error details and relevant Rate Plan ID. We can help confirm the update times and provide guidance if further action is needed.

This error means that your property has deactivated the connection between Mews and Booking.com from the Booking.com extranet.

What to do:

1. Log in to your Booking.com extranet.
2. Go to Account > Connectivity provider.
3. Check the connection status with Mews.
4. If the connection is deactivated, follow the steps to reactivate it.

Note: While the connection is deactivated, Mews cannot send or receive updates for rates, availability, or reservations. Once the connection is reactivated, data syncing will resume.

If you're unsure how to restore the connection, contact your Booking.com support team or Mews Support for assistance.

This error means that the connection between Mews and Booking.com was either not yet enabled or blocked from sending availability updates at the time the error occurred.

What to do:

1. Check if the connection has been confirmed:
   1. Log in to your Booking.com extranet.
   2. Go to Account > Connectivity provider.
   3. Confirm that Mews is selected and the connection is active.
2. Allow Mews to send availability updates:
   1. In the extranet, ensure your property allows the connected provider (Mews) to manage availability, rates, and restrictions.
   2. This can usually be adjusted under Channel manager settings.

Important: If your property previously received a connection request from Mews but did not approve it, the integration may remain incomplete. You can reach out to your Booking.com account manager to restart or verify the connection process.

If the connection is active but the error persists, contact Mews Support with your property name and Booking.com Hotel ID so we can investigate further.

This error means that Mews could not match the space categories (room types) sent by Booking.com due to incorrect or missing mapping.

What to do:

1. Go to Marketplace > My subscriptions.
2. Open your Booking.com integration settings.
3. Click Channel manager space categories.
4. Review each space category and make sure the Channel manager ID matches the Room ID from the Booking.com extranet exactly.

Note: Even small mismatches, like extra spaces or incorrect capitalization, can cause mapping issues. If you’re unsure of the correct Room ID, contact your Booking.com support team for the mapping sheet or confirmation.

If you're unable to resolve the mapping issue, contact Mews Support and include the full error message and the space category details.

This error means that the rate plan is not active for the linked room type in Booking.com. This usually points to a mapping issue between your rates and space categories.

What to do:

1. Log in to your Booking.com extranet.
2. Go to Rates & Availability > Rate plans.
3. Check that the affected rate plan is linked to the correct room type.
4. If the rate is not active for the room, you can:
   1. Link the rate to the room in the extranet, or
   2. Contact your Booking.com support team to assist with updating the mapping.

Note: This error originates in the Booking.com extranet and cannot be fixed from within Mews. Ensure that the rate is active and properly assigned to each relevant room type.

If the error continues after confirming the settings, contact Mews Support with the Room ID, Rate Plan ID, and a screenshot of your setup in Booking.com.

This error means that the affected rate is derived directly in the Booking.com extranet and cannot be updated by Mews.

What to do:

1. Log in to your Booking.com extranet.
2. Check whether the rate plan is a derived rate.
3. If it is, you will need to contact your Booking.com account manager or Booking.com support team to:
   1. Update the rate settings, or
   2. Convert the rate into a standard (non-derived) rate if you want Mews to manage it.

Important: While the rate is in this state, Mews cannot send updates (such as prices or restrictions) to Booking.com. Leave the rate unsynchronized in your Mews integration settings to prevent further errors.

If you need help identifying the rate plan or adjusting the synchronization in Mews, contact Mews Support with the Rate Plan ID and a description of the issue.

This error means that Booking.com is rejecting the connection request from Mews due to a failed authorization check. In most cases, this is caused by a temporary issue in Booking.com's system.

What to do:

1. Contact Booking.com support.
2. Share the full error message, including the fault code 401 Authorization Required.
3. Let them know that your Mews integration credentials have not changed.
4. Ask them to investigate the authorization issue on their side.

Note: This is not typically caused by incorrect settings in Mews. Once Booking.com confirms and resolves the issue, the connection should resume normally.

If the issue persists after contacting Booking.com, reach out to Mews Support with the full error message and your property’s Booking.com Hotel ID for further assistance.

This error appears when the total capacity in Mews does not match the capacity configured in Booking.com.

It means the total capacity in Mews, including Capacity and Extra capacity, differs from the maximum adult occupancy in Booking.com. When these values do not match, Booking.com rejects inventory updates sent from Mews.

This error often relates to how Mews sends Base price adjustments. Mews sends prices for all guests as adults and does not distinguish between adults and children.

For example, a space category has a total capacity of three in Mews. Booking.com allows a maximum of three guests, but only two adults. Mews sends prices for three adults, so Booking.com returns this error.

What to do:

1. Check the capacity settings in Mews:

   1. Go to main menu  > Settings > Services > Stay > Space categories.

   2. Open the relevant space category.

   3. Review the Capacity and Extra capacity fields.

   4. Calculate the total capacity as the sum of Capacity and Extra capacity.

2. Check the maximum adult occupancy in Booking.com:

   1. Log in to your Booking.com extranet.

   2. Open the room settings for the same space category.

   3. Review the maximum adult occupancy value.

3. Compare the values between Mews and Booking.com:

   1. Ensure the sum of Capacity and Extra capacity in Mews matches the maximum adult occupancy in Booking.com exactly.

4. Update the settings if needed:

   1. Adjust Capacity and Extra capacity in Mews so their sum equals the maximum adult occupancy in Booking.com, or

   2. Contact your Booking.com account manager or support team to update the maximum adult occupancy in Booking.com.

Note: Mews sends all prices as adult prices. If Booking.com applies restrictions on how many guests count as adults, the system detects a mismatch and returns this error.

If you cannot identify the mismatch, contact Mews Support and include the space category name and the error message.

This error appears when Booking.com receives an invalid adult occupancy value from Mews. It relates specifically to occupancy-based pricing that Mews sends to Booking.com.

This error differs from OCCUPANCY_EXCEEDS_MAX_OCCUPANCY. OCCUPANCY_INVALID relates to occupancy-based pricing, while OCCUPANCY_EXCEEDS_MAX_OCCUPANCY relates to general occupancy limits.

It means the adult occupancy sent by Mews is:

• Not a positive number

• The same as the leading occupancy

• Higher than the room’s maximum adult capacity set in Booking.com

What to do:

1. Check the adult capacity settings in Mews:

   1. Go to main menu  > Settings > Services > Stay > Space categories.

   2. Open the relevant space category.

   3. Review the Capacity and Extra capacity fields.

   4. Calculate the maximum adult capacity as the sum of Capacity and Extra capacity.

2. Check the maximum adult occupancy in Booking.com:

   1. Log in to your Booking.com extranet.

   2. Open the room details for the same space category.

   3. Review the maximum adult occupancy value.

3. Compare the values between Mews and Booking.com:

   1. Ensure the sum of Capacity and Extra capacity in Mews matches the maximum adult occupancy in Booking.com exactly.

4. Update the settings if needed:

   1. Adjust Capacity and Extra capacity in Mews so their sum equals the maximum adult occupancy in Booking.com, or

   2. Update the maximum adult occupancy in Booking.com to match the total capacity in Mews.

Note: Mews sends prices to Booking.com based on adult occupancy. If the total of Capacity and Extra capacity in Mews does not match the maximum adult occupancy in Booking.com, the system triggers this error during occupancy-based price updates with the tag Base price adjustments in the Channel manager queue.

If you need help confirming which values Mews sends, contact Mews Support and include the error message and the name of the affected space category.

This error appears when a rate update sent from Mews exceeds Booking.com's allowed pricing limits. Booking.com enforces minimum and maximum price thresholds to prevent unexpected pricing changes.

What to do:

1. Log in to your Booking.com extranet.
2. Go to Rates & Availability > Pricing rules or speak with your Booking.com account manager to review the allowed price range for each rate plan.
3. Check the pricing in Mews to ensure it stays within these limits:
   1. Go to Main menu > Settings > Services > Stay > Rates.
   2. Open the affected rate and review the price values for the relevant dates.
4. Adjust your pricing in Mews if it exceeds Booking.com's configured limits.

Note: When a price is outside the accepted range, Booking.com may reject the update and send you a notification email. You can either update the allowed price range in Booking.com or adjust your prices in Mews to resolve the issue.

If you're unsure which rate is triggering the error or need help reviewing your pricing settings, contact Mews Support with the error message and Rate Plan ID.

This warning appears when the price sent from Mews to Booking.com is less than 10% of the maximum allowed price for a specific room and rate combination on a given date.

Booking.com treats this as a potential pricing error and may block the update or flag it for review.

How to fix it:

You have two options:

1. Lower the maximum price in Booking.com:
   1. Log in to your Booking.com extranet.
   2. Navigate to the room-rate combination and adjust the maximum price for the affected date to bring it closer to the price being sent from Mews.
2. Raise the price in Mews:
   1. Go to Main menu > Settings > Services > Stay > Rates.
   2. Open the affected rate and update the price for the specific date so it is at least 10% of the maximum price set in Booking.com.

Note: Booking.com enforces percentage-based price thresholds to avoid extreme pricing discrepancies. This warning helps you keep your pricing within an acceptable range.

If you are unsure which date or rate is affected, contact Mews Support with the warning details and Rate Plan ID.

This error occurs when your room type in Booking.com is set to use rate-level inventory, but Mews requires it to be set to room-level inventory in order to send updates correctly.

What to do:

1. Contact your Booking.com support team.
2. Ask them to change your property’s inventory setting from rate-level to room-level inventory.
3. Important: When Booking.com makes this change, all existing inventory will be cleared from your extranet.
4. Once the change is complete:
   1. Go to Main menu > Queues > Channel manager in Mews.
   2. Send a full availability update to repopulate your rates and availability in Booking.com.

Note: This update must be handled by Booking.com. After the change, Mews can resume sending updates to Booking.com as expected.

If you need help sending a full push or confirming the update, contact Mews Support and include your property’s Booking.com Hotel ID.

This error appears when age-based pricing settings in Mews conflict with Booking.com's requirements. It is caused by the “Use age categories in inventory” option being enabled in the Mews–Booking.com integration.

Mews no longer supports this feature, and age-related pricing should now be managed directly in Booking.com.

What to do:

1. Go to Main menu > Settings > Integrations.
2. Open your Booking.com integration.
3. Find and disable the “Use age categories in inventory” option, if it is currently selected.
4. Log in to your Booking.com extranet.
5. Set up or update your child pricing and age categories directly in Booking.com.

Note: Mews does not send age-based price adjustments. All child and age-specific pricing should be fully managed within the Booking.com extranet to avoid errors.

If you need help adjusting the integration settings or are unsure if age categories are still enabled, contact Mews Support with your Booking.com Hotel ID and a copy of the error message.

This error means that a restriction set in Mews goes beyond Booking.com’s maximum supported limit for advance bookings. Booking.com allows restrictions to be set up to 360 days in advance. Anything beyond this limit will trigger the error.

What to do:

1. Go to Main menu > Settings > Services > Stay > Restrictions.
2. Review all active restrictions, focusing on the Release period or Advance booking limits.
3. Identify any restriction that applies more than 360 days in advance.
4. Update or remove that restriction to bring it within the 360-day window.

Note: Booking.com does not support availability or restriction updates beyond 360 days from the current date. Mews can send them, but they will be rejected.

If you need help identifying the specific restriction or adjusting it, contact Mews Support with the restriction name and a copy of the error message.

This error means that the affected rate is a derived rate in the Booking.com extranet, and Booking.com does not allow updates to these rates from external systems like Mews. Mews is sending updates as if the rate were independent (a parent rate), which Booking.com rejects.

What to do:

You have two options to resolve this:

Option 1: Keep the rate derived in Booking.com

• Leave the rate derived in the Booking.com extranet.
• In Mews, go to Main menu > Settings > Integrations > Booking.com > Channel manager rates.
• Open the affected rate and deselect Synchronized.
• Click Save.

This prevents Mews from sending updates to that rate, avoiding errors while keeping the derived structure managed in Booking.com.

Option 2: Manage the rate in Mews instead

• Remove the derived relationship for the rate in the Booking.com extranet.
• Recreate or adjust the rate in Mews, including all pricing and restriction logic.
• Go to Channel manager rates in Mews and make sure the rate is synchronized so updates are sent correctly.

Note: Booking.com treats derived rates as "slave" rates. These cannot receive direct updates from Mews unless you remove their derived status in the extranet.

If you're unsure which setup works best for your property, contact your Booking.com account manager or Mews Support with the Rate ID and integration details.

This error appears when Booking.com no longer recognizes the Room ID that Mews is trying to update. It usually means that changes were made in the Booking.com extranet that broke the mapping between Mews and Booking.com.

What to do:

1. Log in to your Booking.com extranet.
2. Go to Property > Room details and check if:
   1. The room type has been edited, removed, or replaced.
   2. The Room ID has changed as a result of any recent updates.
3. Go to Main menu > Marketplace > My subscriptions in Mews.
4. Open the Booking.com integration and check the Channel manager space categories.
5. Confirm that each Channel manager ID (Room ID) in Mews matches exactly with the Room ID shown in Booking.com.

Note: Any changes to room types in the Booking.com extranet can create mismatches. Even a small edit may result in a new Room ID, which needs to be remapped in Mews.

If you're unsure which Room ID is causing the issue, contact Mews Support with the full error message and the name of the affected space category.

This error occurs when Booking.com has disabled XML delivery for your property, meaning reservations cannot be delivered to Mews. Instead, reservations are sent via email, which is not compatible with the Mews integration.

What to do:

1. Contact Booking.com support and ask them to reactivate XML delivery for your property.
   1. Mention that you are using Mews as your channel manager and need XML delivery enabled to receive reservations properly.
2. Once XML delivery is reactivated:
   1. Go to Main menu > Marketplace > My subscriptions in Mews.
   2. Open the Booking.com integration settings and check the Channel manager code (Hotel ID).
   3. Make sure the ID matches your Booking.com Hotel ID.
      1. Booking.com IDs are usually short numeric values. If you see a long code, it may be incorrect and need updating.

Note: This error typically happens after a change in your Booking.com setup. If you're unsure whether XML delivery is active, or if you need help identifying your correct Booking.com Hotel ID, contact Mews Support for assistance.