In the hotel industry, efficiently managing online distribution is key to maximizing occupancy and revenue. Channel Managers have emerged as a solution to synchronize rates and availability across multiple OTAs (Online Travel Agencies) from a single platform. However, this relationship is not always perfect, and recurring challenges can affect hotel operations. In this blog, we explore the most common problems between OTAs and Channel Managers and how to mitigate them.
In many small hotels, the Channel Manager is the brain of operations for an adequate online distribution. In an ideal scenario, this system would allow seamless centralization of rates, images, room names, and policies. However, many OTAs impose their own format, forcing hoteliers to manually adapt information, creating additional work and potential confusion for both hoteliers and guests. Will we ever reach a level of integration where everything synchronizes uniformly? For now, reality presents several challenges.
1. Rate and availability desynchronization
One of the most frustrating issues for hoteliers is the lack of synchronization between the Channel Manager and OTAs like Booking.com, Expedia, Agoda, or Airbnb. This can lead to:
- Overbookings due to errors in updating availability.
- Incorrect rates displayed on OTAs, affecting hotel competitiveness.
Suggestion: Choose a Channel Manager with real-time updates and certified integrations with major OTAs.
2. Delays in data updates
Some platforms have slower update times, which can create inconsistencies in availability and rates on OTAs such as Booking, Expedia, Hotels.com, Despegar.
Suggestion: Check the latency of the Channel Manager, and if necessary, contact the provider or switch to one with faster synchronization.
3. API integration errors
OTAs and Channel Managers rely on API integrations to communicate. However, technical problems can disrupt this connection, causing errors in bookings and incorrect data.
Suggestion: Work with Channel Managers that offer strong technical support and regular integration reviews with leading OTAs like Booking.com and Expedia.
4. Differences in cancellation policies and restrictions
Each OTA handles cancellation policies and restrictions differently, which can create inconsistencies when a hotel tries to standardize its rules through a Channel Manager.
Suggestion: Ensure the Channel Manager allows configuring specific policies per OTA and conducts periodic checks to verify they are correctly reflected.
5. Issues with promotions and discounts
Many hotels use promotions on OTAs to attract bookings, but sometimes these offers are not reflected correctly when managed through a Channel Manager.
Suggestion: Manually verify each OTA after setting up a promotion in the Channel Manager and use tracking reports to ensure rates are correct.
6. Limitations in content management
A major challenge is that many OTAs impose their own format on room names, images, and descriptions. For example, Booking.com may change the name of a suite to fit its standard, while Airbnb might rearrange the order of the photos. Some Channel Managers do not allow updating these key elements, forcing hoteliers to make these changes manually on each OTA.
Suggestion: Standardizing photos and room name nomenclature across all platforms, including both Channel Managers and OTAs, would reduce confusion and manual work for hoteliers.
7. Poor technical support
When critical issues arise, the response from the Channel Manager provider is crucial. Slow or inefficient support can cause significant losses for the hotel.
Suggestion: Choose a Channel Manager with a strong reputation for support and 24/7 assistance.
Conclusion
Although Channel Managers greatly facilitate the online distribution of hotels, proper configuration and maintenance are essential to avoid problems with OTAs. The dream of perfect integration, where hoteliers can fully centralize their management without interference from each OTA, is still far from reality. However, choosing a reliable provider, periodically reviewing integrations, and staying up to date with best practices will help minimize risks and improve hotel profitability.
And you, are you happy with your Channel Manager? Do you feel it is constantly evolving to make your life easier?
