Property mismatch issues: Troubleshooting

• In your Hotel Centre account, go to the navigation menu and select Properties.
• Go to the Data issues tab.
  • Check the 'Match issues' column to find out why your property is not matched.

If you find that several of your properties in specific geographic areas are not matched, add a local language XML file for each property in the country where the language is used. You can review the instructions for adding multiple languages to your hotel list pull file. This is eligible only for partners hosting their property list on a server. Learn more about setting up a hotel list in XML.

• You must first unmatch your property from the current location.
  1. In your Hotel Centre account, go to the navigation menu and select Properties.
  2. Find your property in the list. Use filters to help you search.
  3. In the 'Match status' column, click Unmatch to remove the match of your property with the wrong location.
• After unmatching, which takes 1–2 working days, you can submit a manual match request to the correct Google Maps location. This can take up to 14 working days to resolve. Follow these steps to update with the correct match:
  1. Find the Google Maps URL of the business that you are trying to match to.
  2. Click Match under the 'Match status' column.
  3. From the 'Match hotel' window, paste the Google Maps URL of the hotel.
     • Note: The URL should be linked to a single existing property in Google Maps, and not to multiple properties.
  4. Review if the hotel name and address are correct, then click Submit.

1. Validate that the information in your hotel list aligns with the information that is publicly available on Google Maps. Data to check includes name, website, phone number, address, latitude and longitude.
2. Update Google Business Profile
   • If the information in your property list is correct, but the information on Google Maps is incorrect, the business owner can update property's information in Google Business Profile or you can contact Google Business Profile support for assistance. The Hotel ads team cannot update Google Maps information on behalf of individual hotels.
3. After checking the information in your hotel list and on Google Maps, use the manual match tool to fix any missing or incorrect matches in Hotel Centre. Ensure that you have updated the information in your property list and confirmed that all information on Google Maps is accurate before using this tool.

1. Ensure that your property has a price and availability for the searched dates if your price coverage in Hotel Centre is greater than 0%.
   • To check your prices and availability, search the property using the 'Search properties' bar at the top of Hotel Centre and select the property.
     • To check prices: Navigate to the 'Price list' page to view price coverage for specific dates and length of stay.
     • To check availability: After navigating to the 'Price list' page, hover over a price and confirm that the 'Available' value is 'Yes'. If the value is 'No', update your price or availability for the selected dates.
2. Ensure that you have a landing page:
   • Your landing page restrictions can affect which users can view your booking link.
   • Review your landing page matching report to identify how you can improve your landing page match rate.
3. Ensure that your property's Live on Google setting is 'Yes':
   • Follow the steps to turn Live on Google to 'Yes'.
   • If you change a property's Live on Google status from 'No' to 'Yes', it can take about 20 minutes before the change takes effect.
4. Check to find out if there are duplicate Google Maps locations for your hotel, if applicable.
   • If you have checked all the above and still can't find your ad or free booking link, check to find out if there are duplicate Google Maps locations for your hotel. Follow these steps:
     • Navigate to Google Maps.
     • Check if multiple locations are rendered in the same proximity (for example, usually the same street) when searching for the property.
     • If duplicate properties are identified, submit a ticket to the Google Business Profile team to merge these property listings.

1. In your Hotel Centre account, go to the navigation menu and select Properties.
2. Click Data issues or filter match status by 'Map overlap' to view hotels with critical issues that may prevent property matching.
3. Find the hotel that you want to address and click Fix under the 'Fix match issues' column.
4. In the 'Match property' window, choose the correct hotel.
   • If none of the options are correct, you can choose to remove the current match and separately enter a valid Google Maps URL when you request to rematch the property. You'll be able to preview the hotel name and address before submitting.
5. Click Submit.

1. Check to confirm that your property in the Hotel Centre is matched correctly.
   • In your Hotel Centre account, go to the navigation menu and select Properties.
   • Access the Data issues tab to view hotels with critical issues that may prevent property matching or cause incorrect matches.
   • On the upper right of the property table, click the 3-dot icon , and then click Manage columns. Select Name on Google.
   • Compare your property's name on the 'Name' and 'Name on Google' columns.
   • Look at the 'Match status' column.
2. Follow these steps depending on Match status:
   • If the Match status is 'Map overlap', fix the map overlap.
   • If the match is incorrect, unmatch the property.