Frequent Questions

Derived rate plan

Derived rates plans inherit their pricing and restrictions from their parent rate plan on OTA extranet, which means our platform does not send any inventory updates to OTA for these rates; the channel blocks the values being sent.

You need to change the price as set up as a new rate plan

Why is guest information (email, address, phone) not included in the booking?

REASON: For certain OTA (channel) bookings, you may not receive all of the information due to connection limitations. It's important to remember that an OTA is the source of this incoming information. Smart Order will always display the full information the OTA provides and it will be imported to myfrontdesk. If there is a piece of information missing, it means the OTA did not send it to the channel manager.

Another reason is the setting inside your OTA extranet: it might be that certain guest data is not set as mandatory on your Extranet.

SOLUTION: To resolve this, you'll need to email your OTA Account Manager (NOT the customer support team) and inform them that you are missing guest data from bookings that are forwarded to myallocator, and Smart Order has already confirmed that their system is working.
Your OTA Account Manager will be able to update the setting for you.

Room closure

You create all the needed blocks on Smart Order calendar — if you had any on OTA prior to making the connection. Any manual blocks you had in OTA before connecting it to Smart Order will be automatically deleted/overridden as soon as the connection is initiated.