Escalating meta channel issues

Updated 1 year ago | 2 min read time

Meta channels are websites that aggregate inventory and information from different platforms. These channels – like Google, Trivago or Hotel Finder – enable users to check for availability across all online travel agent (OTA) platforms. Because of the nature of these channels, it can happen that you come across a content mismatch or a property click mismatch.

What’s in this article

Potential issues with meta channels

There are two potential issues with meta channels that we’re able to support you with:

  • Content mismatch – the content, images or reviews on the meta website don’t actually belong to the property they’re associated with
  • Property click mismatch – users clicking on the property link on the meta website are directed to a different property on our website

The escalation process

At the moment, you’re only able to escalate content and property click mismatches with our three largest meta partners: Google Hotel Ads, TripAdvisor and Trivago. This is because these channels have committed to reviewing all escalations once a month.

If you have an issue on one of these three channels, you can report it to us by sending us a message or calling us. Please keep in mind that it can take up to two months before an escalation is resolved.

If you experience a mismatch on another meta channel, or if you experience issues other than content or property click mismatches, you’ll need to report that directly to the channel in question.

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