Resolve property matching issues

A property matching issue occurs when your property is 'Not matched' because Google was unable to find a Google Maps location for your property's listing. If you have a hotel property mismatch, follow the instructions below to resolve your property matching issues using the manual match tool.

Fix hotels with no matches

  1. Log in to your Hotel Centre account.
  2. From the navigation menu, select Properties.
  3. Access the Data issues tab to view hotels with critical issues that may prevent property matching or cause incorrect matches.
  4. Find the hotel that you want to address and click Match under the 'Match status' column to open the manual match tool.
  5. From the 'Match hotel' window, paste the Google Maps URL of the hotel.
    • Note: The URL should link to a single property in Google Maps (not multiple properties).
  6. Review if the hotel name and address are correct, then click Submit.

Fix hotels with map overlap

Match property helps you to resolve issues with hotels that overlap on the map.

To fix map overlap issues:

  1. Log in to your Hotel Centre account.
  2. From the navigation menu, select Properties.
  3. Click Data issues or filter match status by 'Not matched' and 'Map overlap' to view hotels with critical issues that may prevent property matching.
  4. Find the hotel that you want to address and click Fix under the 'Fix match issues' column.
  5. 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.
  6. Click Submit.

Fix hotels where manual match requests weren't accepted

  1. Log in to your Hotel Centre account.
  2. From the navigation menu, select Properties.
  3. Click Data issues and then filter 'Manual fix status' by 'Not accepted' to view hotels with match requests that weren't accepted and the reasons why.
  4. Below are details on how to resolve your match depending on the specific reason.
Changes made using Business Profile are automatically detected and should be matched within five working days. If not, submit a new manual match request.

Reasons why your property failed to match

Property names do not match
  • Description
    • The name in your Google property list differs from that of the match that you requested.
  • To fix the issue:
    • Compare the match that you requested with what the property is called on Google Maps. If the names are different, update the name of the property in your property list and share the new list with Google.
    • If the property still doesn't match automatically, the owner can change the property name using Business Profile.
    • The property should automatically match within five working days. If it doesn't, submit a new manual match request.
Addresses do not match
  • Description
    • The address in your Google property list differs from that of the match that you requested.
  • To fix the issue:
    • Compare the match that you requested with the property address on Google Maps. If it looks like incomplete or missing data is causing the mismatch, update the address in your property list and share the new list with Google.
      • Note: Each property must have a valid business address that matches its location.
    • If the address in your list of properties is correct and the address in Google Maps is incorrect, the owner can change the property address using Business Profile.
    • The property should automatically match within five working days. If it doesn't, submit a new manual match request.
Phone numbers do not match
  • Description
    • The phone number in your Google property list differs from that of the match that you requested.
  • To fix the issue:
    • Compare the match that you requested with the phone number shown on Google Maps. If the phone numbers are different, update the number in your property list and share the new list with Google.
      • Include only one phone number per entry. Using multiple numbers (e.g. +1 650 924 3333/44) isn't supported.
      • You can add dashes, whitespaces or parentheses to the number for clarity.
      • If you're including a country code, start with '+'. For example, +65 6733 3232 is the ideal way to display a number in Singapore, where the country code is 65.
    • If the property still doesn't match automatically, the owner can change the phone number using Business Profile to reflect the contact number for the property.
    • The property should automatically match within five working days. If it doesn't, submit a new manual match request.
Latitude and longitude do not match
  • Description
    • The coordinates in your Google property list aren't the same as the match that you requested.
  • To fix the issue:
    • Compare the match that you requested with the latitude and longitude shown on Google Maps. If the coordinates are different, update them in your property list and share the new list of properties with Google.
    • If the property still doesn't match automatically, the owner can change the pin location using Business Profile.
    • The property should automatically match within five working days. If it doesn't, submit a new manual match request.
Images do not match
  • Description
    • Images in your Google property list differ from those on your official website.
  • To fix the issue:
    • Make sure that the images associated with your property show the same establishment as those on the official website or in visitor-uploaded photos. If the photos don't match, update the images in your property list and share the new list with Google.
      • Note: Image URLs must be accessible by the Googlebot image crawler.
    • The property should automatically match within two working days. If it doesn't, submit a new manual match request.
This property does not host overnight guests
  • Description
    • It's not a hotel and doesn't offer lodging.
  • To fix the issue:
    • Review the match that you requested on Google Maps and the information that you provided, then verify that the property meets Google's definition of a hotel.
    • If your property isn't a hotel, remove it from your property list and share the new list with Google.
This property is a holiday rental
  • Description
    • The property in your list is a holiday rental, not a hotel.
  • To fix the issue:
    • Review the match that you requested on Google Maps and the information that you provided, then verify that the property meets Google's definition of a hotel.
    • If this property isn't a hotel, remove it from your hotel list. Current holiday rental partners can share a separate list of holiday properties. For details, see our holiday rentals integration guide.
This property is closed
  • Description
    • Google Maps shows this property as permanently closed.
  • To fix the issue:
    • Check the match that you requested on Google Maps to find out if it's open. If it's closed but was added to your property list by mistake, remove it and share the new property list with Google.
    • If you believe that the property was mistakenly marked as closed, the owner can reopen the property using Business Profile.
    • The property should automatically match within five working days. If it doesn't, submit a new manual match request.
Needs more information
  • Description
    • Google can't match the property that you requested because information is missing or incomplete.
  • To fix the issue:
    • Review the match that you requested on Google Maps and the property information that you provided to make sure that everything is correct. If any information is missing or incomplete, the owner can update the missing information or create and claim the property on Google Maps using Business Profile.
    • The property should automatically match within five working days. If it doesn't, submit a new manual match request.
This entry is a room, not a hotel
  • Description
    • It's not a hotel, but a room within a property.
  • To fix the issue:
    • Review the match that you requested on Google Maps and the property information that you provided to see if it meets Google's definition of a hotel. Individual rooms and holiday rentals aren't allowed in the property list.
    • If this property is a holiday rental, remove it from your property list. Current holiday rental partners can share a separate list of holiday properties. For details, review our holiday rentals integration guide.
Brands do not match
  • Description
    • The brand in your Google property list doesn't match the brand on Google Maps.
  • To fix the issue:
    • Review the brand of the match that you requested on Google Maps and the brand that you provided for your property. If the brands are different, update the brand in your property list and share the new list with Google.
    • If the listing still doesn't match automatically, the owner can rebrand your hotel using Business Profile.
    • The property should automatically match within five working days. If it doesn't, submit a new manual match request.
Not on Google Maps
  • Description
    • The property in your Google property list doesn't appear on Google Maps.
  • To fix the issue:
    • Review the match that you requested on Google Maps and verify that the property information that you provided is correct. If the property doesn't show up on Google Maps, the owner can add the missing property via Business Profile.
      • Note: The process for adding a property can take up to three weeks.
    • You'll be asked to acknowledge that you're granting Google perpetual and irrevocable rights for any listings submitted for inclusion in Google Maps. Read the content licensing agreement.
    • You'll get an email notification when your request to appear on Google Maps is approved. The property will be automatically added to Google Maps upon approval and should be matched within two working days if the hotel information that you provided is identical to the information in your hotel list feed. If it doesn't, submit a new manual match request.
Only hotels that are open (or will be open within 30 days) can be added.

Low account match rate

Description
  • You have a low match rate on your account, so Google couldn't match this property.
To fix the issue:
  • Remove all unmatched properties that are holiday rentals or not hotels in your property list and Google will automatically re-evaluate this property.

This property is not a valid hotel category

Description
  • The best Google Maps match for this property isn't a valid hotel.
To fix the issue:
  • If Google Maps is showing an incorrect location for this property, submit a manual match request for the correct location.

Verifying your changes

After you've confirmed your changes, it can take up to two weeks for your changes to be applied by Google. You can check their status by accessing the 'Recent changes' tab on the 'Properties' page.

Remove property match

You can remove a property match that was previously made but contains data issues. After you have removed a property match, you'll see the pending match status in your hotels list. If you mistakenly remove a property match, it has to be manually rematched, which can take up to 14 days.

To remove a property match:

  1. Log in to your Hotel Centre account.
  2. From the navigation menu, select Properties.
  3. Click Data issues to see hotels with critical issues that may prevent property matching.
  4. Find the hotel that you want to address and click Unmatch under the 'Match status' column.
  5. In the 'Remove match' window, confirm the hotel that you want to unmatch.
  6. Click Submit.

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