Property mismatch issues: Troubleshoot

If your property is “Not Matched”, it means that Google is unable to find a Google Maps location for your listing, or your property is matched to an ineligible location.

Proceed below by selecting which issues apply to your business and follow the steps to resolve them.

Select one of the following:

How do I know if my property isn’t matched to a Google Maps location?

To view your property match status, go to the Properties tab in Hotel Center. Filter the property list by “Match status” and select Not Matched. This will provide you with a list of all of your properties that are not matched.

Why is my property not matched?

There can be many reasons why your property does not match to a Google Maps location. Follow these steps to check the reason why your property is not matched:

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

If you identify that many of your properties in specific geographic areas are not matching, 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 of a server. Learn more about setting up a hotel list in XML.

My property is matched to a wrong location. How do I fix an incorrect match?

If your property is matched to a wrong location, follow these steps:

• You must first unmatch your property from the current location.
  1. In your Hotel Center 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 the unmatch processes, which takes 1–2 business days, you can submit a manual match request to the correct Google Maps location. This can take up to 14 business days to resolve. Follow these steps to update with the correct match:
  1. Find the Google Maps URL of the business 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.

I can’t find my property on Google Maps. What can I do?

If there is no Google Maps location for your property, work with the hotel owner to add the missing property through Google Business Profile. Note that the process for adding a property can take up to 3 weeks.

If you have multiple properties missing from Google Maps, file a ticket through Google Business Profile Help and mention all the missing properties.

There are multiple Google Maps locations for my property. How do I fix that?

Submit a ticket through Google Business Profile Help. The team will be able to help you consolidate your properties.

How can I fix incorrect property information on Google Maps?

For any incorrect information about a listing on Google Maps, the business owner can edit the information through Google Business Profile or submit a ticket through Google Business Profile Help.

How can I improve my match rate?

If the property that is being matched is open for business, follow these steps to improve your match rate:

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 reach out to 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 Center. Ensure you have updated the information in your property list and confirmed that all information on Google Maps is accurate before using this tool.

Changes to your property list can take 1–2 business days to publish. You can view the last “Updated” date in the “Summary” section of the "Properties” tab. Allow 1–2 business days after updates to your property list or Google Business Profile before re-reviewing a property’s match status.

What should I do if I close my business?

If one or more of your businesses is closed, you can remove the property from your Business Profile account.

The Hotel Ads team cannot update Google Maps information on behalf of individual hotels.

What should I do if my property is matched but I can't find my booking link?

If your property is matched and you can’t find your listing when you search for the property, you should double-check the following:

1. Ensure your property has a price and availability for the searched dates if your price coverage in Hotel Center is greater than 0%.
   • To check your prices and availability, search the property using the “Search properties” bar at the top of Hotel Center 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 the “Available” value is “Yes”. If the value is “No”, update your price or availability for the selected dates.
2. Ensure 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 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.

How to resolve Map overlap issues?

For properties that have “Map overlap” status, multiple properties in your list matched to the same Google Maps location. If there are multiple properties matched to the same Google Maps location, only one of the properties shows up on Google.

To fix map overlap issues:

1. In your Hotel Center 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 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.

I saw a different hotel name listed on Google Maps where my property is located. What should I do?

If you find an incorrect name for your property, check to confirm if you have claimed your business to this Google Maps location in your Business Profile.

If you have already claimed your business, you can fix the name of your property on Google Maps by editing your Business Profile.

My hotel booking link on Google is directed to another property page. What should I do to correct it?

1. Check to confirm that your property in the Hotel Center is matched correctly.
   • In your Hotel Center 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.