Channel troubleshooting

Start with the two moves that fix most of it: check Settings → Channels for the connection’s status and last sync, then press Refresh.

Connecting

The Airbnb popup never opened. Your browser blocked it. Allow popups for the site and press Connect Airbnb again.

“Authorization wasn’t completed.” The window closed before you approved on Airbnb. Nothing was connected — press Try again.

“This Airbnb account is already connected.” The same account is on another connection in this workspace. Disconnect that one first.

No Airbnb listings appear after authorising. Airbnb can take a moment to share them. Press Check again after a few seconds. If it stays empty, confirm you authorised with the account that actually owns the listings — a co-host login shows none.

No Booking.com rooms are found. Almost always the connectivity provider step. In the extranet, Account → Connectivity provider, search Channex, select it, accept the agreement. Then refresh here. If it still finds nothing, re-check the Hotel ID against the number at the top of the extranet.

After import

A room has no price. The importer refused to guess an ambiguous one. Open the room, set a nightly price, and it can sell. On Airbnb the channel link restores itself once a real price exists.

“Kept on Airbnb.” Settings with no exact equivalent here. They still apply on Airbnb. Nothing to do.

A listing stayed linked — not mapped. It points at no room. Map it from the connection page. On Booking.com, the usual cause is a rate plan that does not price a guest count Booking.com accepts — open the room’s rate plan and price that occupancy.

Rooms I did not create appeared. Booking.com discovers rooms as bookings arrive and adds them to the linked property. Rename them, or link them to rooms you already have.

Once live

The channel and Santara disagree about a date. Press Refresh on the connection. If it persists, note the exact date and room and contact support — do not fix it by editing both sides, which can loop.

Availability shows fewer nights than I expect. Availability is capped at the room’s unit count. One apartment is one unit. Check the room’s unit count.

“This channel was removed on the channel manager side.” The connection was cancelled upstream — usually the connectivity provider was removed in the extranet. Syncing has stopped. Re-accept it on the channel, then disconnect and reconnect here.

A price I typed by hand was overwritten. Check the listing’s pricing settings: Replace prices I typed by hand is off by default, and on it overwrites manual rates with no undo. See Smart pricing.

Messages stopped arriving. Check the connection status first. If it is connected and recently synced, the thread may have moved — some channels close a thread after checkout. Contact support with the reservation code.

A booking arrived that I cannot see in the calendar. Check the room it landed on: a listing mapped to the wrong room puts real bookings in the wrong place. Fix the mapping (Managing listings) and tell support so the existing reservation can be moved.

Still stuck

Ask the assistant — it can read your workspace and answer “what is the status of my Airbnb connection” directly. Then contact support from inside the product, which attaches the workspace and connection automatically.