Initial checks and common fixes when a Property's TripAdvisor TripConnect connection is not returning rates or bookings.

Overview

This article covers the most common issues Properties encounter when setting up or maintaining a TripAdvisor TripConnect connection, and the checks to work through before escalating to RMS Support. For the full setup process see TripAdvisor TripConnect.

Initial Troubleshooting Checks

Before raising a Support Request, confirm each of the following:

1. The RMS Booking Engine is set up and active for the Property.
2. Category Long Descriptions are completed for all Categories that should be available on TripAdvisor.
3. The Property has at least one published rate and available inventory for the test dates being checked.
4. The Trip Advisor Id field in Setup > Property Options > Property Information > Online is populated and saved, and matches the Property's TripAdvisor ID exactly.
5. The Property Name, Address, and Email Address in RMS are identical to the Property record on TripAdvisor.

Common TripConnect Connection Issues

Rates or Availability Do Not Appear on TripAdvisor

• Confirm the Trip Advisor Id in RMS matches the ID on the TripAdvisor Property record.
• Confirm there is a published rate and available inventory for the test dates.
• Allow time for the first feed to be picked up after entering the Trip Advisor Id.
• Check for a published cancellation policy on the Property and rate. TripAdvisor will not accept data if a cancellation policy is missing.
• Confirm the Property is not a Vacation Rental or Sites-only Property, as TripConnect does not support these.

Property Is Not Recognised as Connected

A Property setting up the connection for the first time may see a TripAdvisor message similar to the following example:

If this message appears:

• Confirm the Property has received at least one valid booking through the RMS Booking Engine within the last 60 days. TripAdvisor requires a recent live Booking Engine reservation to complete certification.
• If no Booking Engine reservation has been received in the last 60 days, place a test booking through the RMS Booking Engine and retry.
• If a recent Booking Engine reservation has been received and the message still appears, raise a Support Request with the Property ID, the TripAdvisor ID, and the date of the most recent Booking Engine reservation.

Bookings Made on TripAdvisor Are Not Arriving in RMS

• Confirm the guest was redirected to the RMS Booking Engine when selecting the direct rate on TripAdvisor, and that the booking was completed in full.
• Search Reservations in RMS by the guest's surname, email address, and arrival date.
• Check the RMS Booking Engine session logs for an abandoned booking on the same date range.
• If the booking cannot be located, raise a Support Request with the guest details, arrival date, and time of the booking attempt.

Taxes, Fees, or Cancellation Policy Look Wrong on TripAdvisor

• Confirm the Tax, Fee, and Cancellation Policy setup on the Rate Type used for TripConnect is correct in RMS.
• Update the relevant Rate Type and allow time for TripAdvisor to refresh the feed.
• If the displayed information on TripAdvisor does not match RMS after the feed has refreshed, raise a Support Request.

When to Raise a Support Request

If all Initial Checks above pass and the issue has not resolved after the feed has had time to refresh, raise a Support Request so the issue can be escalated to the RMS Connectivity team. Include:

• The Property ID in RMS.
• The Property's TripAdvisor ID.
• The exact TripAdvisor error message or screenshot of the price comparison module on the Property's listing.
• The date and time of the most recent test booking through the RMS Booking Engine.
• A summary of the checks already completed from this article.

Related Articles

• TripAdvisor TripConnect
• RMS Booking Engine
• Category & Categories
• Booking By Travel Agent Report
• Channel Manager Troubleshooting Guide