Provider Help Center

This guide explains what information you can access in the Provider Portal and what actions you can take.

 

Contents

Assessing connection quality

• Get a detailed overview of API errors and solutions
• Check current failed XML messages (fallbacks)
• Investigate reservation retrievals (fallbacks)
• Get a list of properties experiencing 100% fallbacks
• How to handle planned outages or system maintenance
• Explore, enable or disable features

Onboarding and offboarding properties smoothly

• Onboard new properties that sign up via the extranet
• Access lists of properties in different statuses
• Disconnect from properties you no longer support
• Get building statuses of Content API properties during onboarding

Completing miscellaneous tasks

• Access property information
• Take action on Opportunities
• Manage properties’ access to credit card data
• Manage machine accounts
• Update contact details
• Update your profile
• Request user accounts for your colleagues
• Access API documentation
• Switch properties’ pricing models efficiently

 

Get a detailed overview of API errors and solutions ↑

1. Click on the ‘Reports’ tab, and select ‘API Error’.
   
   
2. In the ‘API Errors Breakdown’ section, you can see summarised data of the most frequent errors, grouped by API Error Code or HTTP Response Code.
3. If you select ‘by API Error Code’ and click on the drop-down arrows, you’ll see details such as related reservation IDs and suggested actions for the most frequent errors. If you select ‘by HTTP Response Code’, you’ll see the latest request responses associated with each error code.
   
   
   

 

Check current failed XML messages ↑

You can get a list of fallbacks arriving on the current or next day, with details like Reservation IDs, Transaction type, Property names and IDs, and Check-in dates. You can also download the list in .CSV file format.

1. Click on the ‘Reports’ tab, and select ‘Email Fallbacks’.
2. In the ‘Fallback Report’ section, click on ‘Upcoming unacknowledged reservations’.

 

Investigate reservation retrievals ↑

1. Click on the ‘Reports’ tab.
2. Select ‘Reservation timeline’ from the drop-down menu.
3. Add the reservation ID in the search field and click on ‘Search’.
   

Read more about when to use the ‘Reservation timeline’ .

 

Get a list of properties experiencing 100% fallbacks ↑

Even if you’ve stopped working with certain properties, they’re still considered connected to you. You can easily check if any of your connected properties are experiencing 100% fallbacks and then cancel those connections. This will reduce errors and improve your connection quality.

1. Click on the ‘Properties’ tab, then the ‘Connection quality’ sub-tab, and select ‘100% fallbacks’.
2. Click the tick boxes of any properties you want to disconnect from, or click the main tick box above the list to choose all properties that appear.
3. Click on the red ‘Cancel Connection’ button.
4. In the popup box, fill in the reason for the cancellation, and click on the blue ‘Cancel Connection’ button.
   

 

How to handle planned outages or system maintenance ↑

You can easily set up a Release Reservation Hold for any planned outages or system maintenance:

1. Log in to the Provider Portal.
2. Click on your company name in the top-right corner and select 'Schedule outage' or ‘Company Settings’.
3. At the bottom of the menu, you’ll find the ‘Scheduled Outage Holds’ feature.
   
   
4. Click on ‘Add Outage’.
5. Fill in the applicable ‘Start Time and Date’ (time zone is UTC).
6. Fill in the ‘Duration’ (from min. 1 hour to max. 8 hours).
7. Click on ‘Add Scheduled Outage’.
   

 

Explore, enable or disable features ↑

In the Provider Portal you can explore and opt in to new features, or disable any features that are no longer applicable:

1. Click on the ‘Administration’ tab, and select ‘Feature Management’.
2. Under the ‘Name & Key’ column, you’ll see the name of each feature and their associated keys.
3. Select ‘View Details’ to learn more about a feature and how any relevant data is shown on XML messages.
4. Test the feature by following the ‘How To Test’ instructions.
5. To enable a feature in a production environment, toggle the button under the ‘Enabled’ column from left to right, and click on ‘Save’.
6. To disable a feature, toggle the button under the ‘Enabled’ column from right to left, and click on ‘Save’.

 

Onboard new properties that sign up via the extranet ↑

You can confirm or cancel connection requests from properties via the Provider Portal as follows:

1. Click on the ‘Properties’ tab, and select ‘Switch Process’.
2. Select ‘Pending Connection’ from the drop-down menu.
3. Click the tick boxes of any properties you want to connect or disconnect from, or click the main tick box above the list to choose all properties that appear.
4. Click on either ‘Confirm Connection’ or ‘Cancel Connection’.
   
   
5. To enable Length of Stay (LOS) pricing, click the optional ‘Length of stay pricing’ tick box and click on ‘Confirm’.
   

 

You can also find properties you have a confirmed connection with that are still pending confirmation from properties themselves. If applicable, you can cancel those connection requests as follows:

1. Click on the ‘Properties’ tab, and select ‘Switch Process’.
2. Select ‘Pending Property’ from the drop-down menu.
3. Click the tick boxes of any properties you want to disconnect from, or click the main tick box above the list to choose all properties that appear.
4. Click on the red ‘Cancel Connection’ button.
5. In the popup box, fill in the reason for the cancellation, and click on the blue ‘Cancel Connection’ button.
   
   
   

Note: You can also download the list of properties by clicking on the ‘Download as CSV’ button.

 

Access lists of properties in different statuses ↑

In the Provider Portal, you can obtain lists of properties according to statuses such as ‘Ready to Open’, ‘Open / Bookable’, ‘Autoclosed (Availability)’, ‘Closed’, ‘Duplicate’ and ‘Test Property’:

1. Click on the ‘Properties’ tab, and select ‘Property Status’.
2. In the drop-down menu that appears, you’ll see how many properties are in each status.
3. Click on the name of a property to:
   • access their property details
   • add a machine account
   • remove them from a specific machine account
   • cancel their connection
   • manage their access to credit card details
   • action opportunities for them

 

Disconnect from properties you no longer support ↑

In the Provider Portal, you can cancel the connection with properties you no longer support:

1. Click on the ‘Properties’ tab, and select ‘All Properties’.
2. Click the tick boxes of any properties you want to disconnect from, or click the main tick box above the list to choose all properties that appear.
3. Click on the red ‘Cancel Connection’ button.
4. In the popup box, fill in the reason for the cancellation, and click on the blue ‘Cancel Connection’ button.
   
   
   

 

Get building statuses of Content API properties during onboarding ↑

In the Provider Portal, it’s easy to get a quick overview of the building stages of Content API properties:

1. Click on the ‘Properties’ tab, and select the ‘Content API’ sub-tab.
2. In the drop-down menu, you can check how many properties are in each building status, such as ‘XML: Being Built’, ‘Processing by Tripeden.com’, ‘Pending Property Registration’, ‘Property Ready to Move’, ‘XML: Ready to Check’, ‘XML: Ready to Open’ and ‘XML: Closed’.
   

 

For independent properties with ‘Pending Property Registration’ status, you can resend the ‘Property Registration’ email as follows:

1. Click on the ‘Properties’ tab, and select the ‘Content API’ sub-tab.
2. Select ‘Pending Property Registration’ from the drop-down menu.
3. Click on the name of the property you want to send the email to.
4. Click on ‘Resend Email’.
   

 

Access property information ↑

In the Provider Portal, you can access property information like ‘Contact Details’, ‘Property Details’, ‘Connection Details’ and ‘PMC Details’:

1. Click on the 'Properties' tab, then select a sub-tab or search for properties via ID, name or PMC name in the search field.
   
   
2. Click on a property name to see the details of that property. Clicking on ‘View Property Page’ will bring you to the same section.
   

 

Take action on Opportunities ↑

It’s easy to take action on Opportunities via the Provider Portal:

1. Click on the 'Properties' tab, then select a sub-tab or search for properties via ID, name or PMC name in the search field.
2. Click on the relevant property name.
3. Select ‘View Property Page’ or ‘Property Settings’.
4. Click on the ‘Opportunities’ sub-tab.
5. Click on ‘Take action’.
   

 

Managing properties’ access to credit card data ↑

In the Provider Portal, you can manage your properties’ access to credit card data on their behalf:

1. Click on the 'Properties' tab, then select a sub-tab or search for properties via ID, name or PMC name in the search field.
2. Click on the relevant property name.
3. Select ‘View Property Page’ or ‘Property Settings’.
4. Click on the ‘Settings’ sub-tab.
5. Select the applicable access from ‘All, full Credit Card details’, ‘No CVC’ and ‘None’.
6. Click on ‘Save’.
   

 

Manage machine accounts ↑

As an admin user, you can create and manage machine accounts settings via the Provider Portal:

• Create new machine account

1. Click on the ‘Administration’ tab, then ‘Machine Accounts’ in the drop-down menu.
2. Click on ‘Add Machine Account’.
3. Type the name of the machine account.
4. Click on ‘Submit’.
5. The password for the newly created machine account is displayed.
   
   
   

 

• Enable or disable machine account

1. Click on the ‘Administration’ tab, then ‘Machine Accounts’ in the drop-down menu.
2. On the ‘Machine Accounts’ page, click on the ‘Toggle’ button under the ‘Status’ column to enable or disable the machine account.
3. Click on ‘Yes’ to confirm the change.
   

 

• Enable or disable automatic connection of newly added properties to machine accounts

1. Click on the ‘Administration’ tab, then ‘Machine Accounts’ in the drop-down menu.
2. On the ‘Machine Accounts’ page, click on the ‘Toggle’ button under the ‘Automatically connect’ column to enable automatic connection.
   

 

• Add properties to machine accounts 

1. Click on the ‘Administration’ tab, then ‘Machine Accounts’ in the drop-down menu.
2. Click on the machine account login name and then either:
   • Click on ‘Add Property’, insert the property ID and select ‘Add’.
   • Click on ‘Add Multiple Properties’, insert the property IDs and select ‘Next’ Then select ‘Properties are ok, add them to machine account’.
   • Click on ‘Add All Properties’ to add all properties to the machine account right away.
     

 

• Drop properties from machine accounts 

1. Click on the ‘Administration’ tab, then ‘Machine Accounts’ in the drop-down menu.
2. Click on the machine account login name.
3. Click on ‘Drop Multiple Properties’.
4. Fill in the relevant property IDs and click 'Next’, then select ‘Properties are ok, drop them from machine account’.
   

 

• Remove a property from a machine account

1. Click on the ‘Properties’ tab and search for the relevant property in the search field.
2. Click on the name of the property.
3. Under the ‘Connection Details’ column, click on the ‘X’ icon next to the machine account you would like to remove the property from.
4. Click on ‘OK’ to confirm the change.
   

 

• Get a list of properties not added to any machine accounts

1. Click on the ‘Administration’ tab, then ‘Machine Accounts’ in the drop-down menu.
2. Click on the ‘Properties with no Machine Accounts’ sub-tab.

 

• Whitelist an IP address 

1. Click on the ‘Administration’ tab, then ‘Machine Accounts’ in the drop-down menu.
2. Click on the machine account login name.
3. Click on the ‘IP Whitelist’ sub-tab.
4. Insert an IP address and add a description.
5. Click on ‘Add’.
   

 

• Remove an IP from whitelisting 

1. Click on the ‘Administration’ tab, then ‘Machine Accounts’ in the drop-down menu.
2. Click on the machine account login name.
3. Click on the ‘IP Whitelist’ sub-tab.
4. Click on the ‘X’ button next to the relevant IP address.
   

 

• Reset machine account password

1. Click on the ‘Administration’ tab, then ‘Machine Accounts’ in the drop-down menu.
2. Click on the machine account login name.
3. Click on the ‘IP Configuration’ sub-tab.
4. Click on ‘Password Reset’.
5. Click ‘Yes’ to confirm the password reset.
   

 

Update your contact details ↑

1. Log in to the Provider Portal.
2. Click on your company name in the top-right corner, and select ‘Company Settings’.
3. Fill in your contact details.
4. Click on ‘Save’.

 

Update your profile ↑

In the Provider Portal, you can provide information about your services, which we’ll display to our accommodation partners on the extranet’s ‘Channel Manager’ page:

1. Log in to the Provider Portal.
2. Click on your company name in the top-right corner, and select ‘Public Profile’.
3. Provide the necessary information and click on ‘Submit’.

 

Request user accounts for your colleagues ↑

1. Log in to the Provider Portal.
2. Click on your company name in the top-right corner, and select ‘Company Settings’.
3. Click on ‘Request new account’.
4. Fill in the necessary details, including your Provider ID, your full name and the new user’s full name, email address, phone number, job title and access level
5. Click on ‘Submit’.
   

 

Access API documentation ↑

You can access our API documentation in the Provider Portal without needing to be logged in. 

Alternatively, when you’re logged in, just click on the ‘Documentation’ tab.

 

Switch properties’ pricing models efficiently ↑

You can now change the pricing model of properties with the new “Change pricing mode” tool. For more information about what benefits this new tool brings please check out this article.

1. Log in to the Provider Portal.
2. Click on the ‘Properties’ tab.
3. Click on ‘Change pricing model’.
4. Choose the pricing model to which the property should be switched.
5. Add the property ID.
6. Click on ‘Change’.
7. Review if the property is eligible for the change, if so click on ‘Change’.
8. Once the change is done, you will see a green tick on the Result column.