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Master user not able to create or edit message templates

I have set up in the past several automated message templates. However since recent (after 8th of December 2023) security changes that allow only admin users editing or creating templates, I am not longer able to edit my existing templates or create new ones.

I am getting error that reads "Something went wrong – the template didn't save. Try writing something new, then save it again". I am attaching screenshot at the end of my post.

I have master account with admin rights. I also even tried to add new user and granting that user admin rights, but that user is getting exactly the same error.

I tried in Pulse App and in multiple web browsers, still the same error.

I contacted booking.com support team and was asked to provide screenshot which I did straight away and since that time I haven't heard anything back, even after I followed up.

Does anybody else have the same problem? Any advice what I can do?

Thank you!

saving message template error

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Marek Przybyszewski 2 months ago

Hi, i hope someone will address this issue quickly, inability to automate messaging to inform guests of important changes to check-in process really given me a real headache.

 

Regards

Marek

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Elizaveta Ivanova 1 month ago

Hi Marek, just wanted to let you know that I was able to update my message template today with no issues! Looks like the issue has been recently fixed :)

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Elizaveta Ivanova 1 month ago

Hi Ricardo, just wanted to let you know that I was able to update my message template today with no issues! Looks like the issue has been recently fixed :)

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Didem - Commun… 2 months ago

 

Hi @Elizaveta Ivanova,

 

Thank you so much for posting about the message templates!

 

I searched about this topic for you and the rest of our partners like @Marek Przybyszewski and @Ricardo Vaz who also commented here. 

 

Have you by any chance seen these two articles on the topic?

 

In this one, it's written that you need the admin account for this.

 

In this one, it explains more about the admin account.

 

Would you like to take a look and let me know if you're able to add an admin account so that you can edit your templates?

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Elizaveta Ivanova 2 months ago

Hi Didem, thank you for your reply. I actually explained in my post that I was using master account which by default has admin access. Moreover I even created a separate admin user account, however the issue is still the same for that admin user. So apparently there's a technical bug, there are no any issues with the account itself.

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Marek Przybyszewski 2 months ago

I'm not so sure if this has anything to do with account rights... I'm the only one taht have access to account hence my account is the admin as i do not have any other users, and never had any. And i still cannot save templates. 

 

Regards

Marek

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Elizaveta Ivanova 2 months ago

Marek Przybyszewski

Absolutely agree with you. I even tried creating a separate user in addition to a single user I have (myself), I was able to grant that user admin access successfully, but the user still cannot do anything with message templates experiencing exactly the same error.

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Elizaveta Ivanova 2 months ago

Hi Everyone,

I am re-posting an update from @Sue Pirrit published under https://partner.booking.com/en-gb/community/property-management/message-templates-0#comment-114321 post, who received a reply B.com about this issue.

Apparently they temporarily disabled this functionality for everyone:

 

Dear partner,

Thank you for contacting Booking.com Partner Support Team regarding your message template.

First, we hope our email finds you well, we would like to apologize for the inconvenience caused by this circumstance.

As for your request, we would like to inform you that our security team has temporarily disable the messaging feature across all Booking.com platform, in order to resolve some unwanted technical issues surrounding the feature.

Therefore, if you need to contact the guests, please kindly contact them via phone. Alternatively, if you need our assistance in contacting the guests, you can contact our Customer Support line at +44 20 3320 2609, or reply to this message with a reservation ID so that we can forward the information to our relevant team for further support.

If you have any questions, we are here for you.
--
Vivian N.
Booking.com Partner Support Team
 

HOPE IT WILL BE RESOLVED SOON & PLEASE DO LET ME KNOW IF YOU FIND ITS WORKING.

MERRY XMAS FROM NEW ZEALAND:)

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Didem - Commun… 1 month ago

 

Hi @Elizaveta Ivanova,

 

Thank you for sharing helpful information with the rest of the Partner Community.

 

May I only request from you to edit your comment and remove the name of my colleague from the support team under their email please?

 

Employee names are personal information. This way we can keep your comment online as it might help other partners who experience a similar issue. 

 

Many thanks for your kind collaboration and contribution here!

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Elizaveta Ivanova 1 month ago

Hi All, just wanted to let you know that I was able to update my message template today with no issues! Looks like the issue has been recently fixed :)

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Michael 1 month ago

I’m still having the same issues, which is really frustrating, it’s impacting my response score and there is next to no help resolving the problem apart from “contact the administrator” who’s having similar problems access the image galleries. 

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Elizaveta Ivanova 1 month ago

Hi Michael, sorry to hear you are still having this issue. Maybe the one you are having has a different root cause as I have no issues for the last couple of weeks. I haven't tried in the Pulse App though, I have been changing message templates using my computer. Maybe try and see if that makes a difference.