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, you may come across a content mismatch or a property click mismatch.
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 it directly to the channel in question.
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