Escalating meta channel issues
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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