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Hotel Ads FAQs

I’m interested in adding my property to Google Hotel Ads. How can I integrate?

Given the number of important features that Google Hotel Ads provides, integration requires a significant amount of technical expertise. For best results, we recommend that you work with a Google-authorized third-party integration partner.

If you have a Google Account Manager, talk to him/her about any additional integration options we have available to you.

Learn more about integrating with Google Hotel Ads.

How do I update my Hotel List Feed?

The Hotel List Feed is a complete list of all properties that you want to display on Google Hotel Ads. We use the information in your Hotel List Feed to match your properties to the canonical listing on Google Maps. The Feed Status Tool gives you a list of issues related to your feeds, and their possible remediations.

To update your Hotel List Feed, correct or update any errors in the file and update the file in your Hotel Ads Center account, depending on your delivery mode.

For more information about updating your feed, see Hotel List XML Syntax.

Why are my hotels not indexed?

If a hotel is not indexed, then it does not participate in the auction. The following are the most common reasons why a hotel might not be indexed:

Each of these common issues is described in the sections that follow.

You can use the Scorecard (on the Home page of your Hotel Ads Center dashboard) to get a quick sense of your overall matching statistics:

Data quality issues

Data quality issues are problems with the Hotel List Feed, such as missing information or incorrect formatting of information. The cause of a data quality issue is shown in the DATA ISSUES column of the Matching Report tool.

If a hotel in your feed has an error message, add or correct the information in your hotel's entry within your feed and resubmit the feed so that the hotel will be able to participate in the ad auction.

Troubleshoot data quality issues

The Hotel Ads Center provides a way for you to easily check the validity of your Hotel List Feed and remedy any errors. To find and fix data issues, follow the steps below. 

To view data issues with your Hotel List Feed:

  1. In a browser, open Hotel Ads Center.
  2. Select the Tools tab.
  3. In the left-hand navigation, select Hotel List > Matching Report. The Matching Report tool displays.
  4. In the Data Issues drop-down list, be sure that at least some or all of the possible data issues are selected:

  5. To find unmatched listings only, enable the "Not Matched" check-box and disable the "Matched" and "Overclustered" check-boxes in the Match Status drop-down list:

  6. Click the Apply Filters button. Hotel Ads Center displays a list of hotels that match your filtering criteria. The DATA ISSUES column lists errors for each hotel.

    The following example shows a list that contains hotels with and without data issues:

  7. Click on a link in the DATA ISSUES column to display remedial action about that issue. For example, if you click on "Duplicate Address", the Matching Report tool displays the following possible solutions:

     

For a complete list of data issues and their solutions, see Data Issues Error Messages and How do I find and fix data issues?

NOTE:  For more information about troubleshooting specific types of data issues, see below:

Clustering issues 

Overclustered hotels are hotels that appear to be duplicates of other hotels in your Hotel List Feed. Overclustering is usually a result of incomplete or duplicate information in one or more entries.

If a hotel is "overclustered," the Matching Report tool displays it and the other overclustered properties in the HOTEL ID OVERCLUSTERED WITH column. To fix overclustered hotels, correct the error(s) and resubmit your feed. You can also download a CSV file with all of your overclustered hotels by clicking the Download as CSV button.

Troubleshoot clustering issues

When a hotel is "overclustered," it means that multiple listings are considered as the same entity due to its similarity in its attributes such as name, address, or phone number. This commonly happens in areas where the addresses are not well specified (in some countries) or where there is a high concentration of hotels (in some resort areas or Las Vegas, NV).

To get the list of overclustered hotels, you can either access them through the Hotel Ads Center or by using the hotels API.

To get a list of overclustered hotels in Hotel Ads Center:

  1. In a browser, open Hotel Ads Center.
  2. Select the Tools tab.
  3. In the left-hand navigation, select Hotel List > Matching Report. The Matching Report tool displays.
  4. In the Match Status drop-down list, select the "Overclustered" check-box:

  5. In the Data Issues drop-down list, select all issues so that you do not filter your results:

  6. Click the Apply Filters button.

    The Matching Report tool displays a list of hotels that are overclustered and/or match your other filter criteria. The hotel that is considered "canonical" (or primary) in a cluster is shown in the table. The FEED HOTEL ID column displays the ID of the canonical hotel in the cluster. The overclustered hotels are listed in the HOTEL ID OVERCLUSTERED WITH column.

To fix overclustering, submit a request to fix the overclustered properties to Google for consideration. When sending the request, please include the following:

  1. Hotel ID
  2. Hotel name
  3. Hotel address
  4. Hotel phone number

Be sure to check whether the overclustered property has data quality issues before submitting a request. The more accurate and specific the name, address, and phone numbers are, the easier it is to fix overclustering. For more information about fixing overclustering issues, see Manual Match Fix tool.

NOTE: In some scenarios, overclustered hotels may not be able to be fixed.

Matching issues 

Unmatched hotels are hotels whose entries in your Hotel List Feed do not match any entries in Google's catalog of hotels (also referred to as the manifest). Google attempts to match the hotels in your feed with those in its manifest.

Troubleshoot matching issues

If a hotel matches, then the Matching Report tool displays the name of the match in the MATCHED GOOGLE HOTEL NAME column and the hotel's entry is considered valid.

If a hotel does not match any entry in the manifest, then the value of the MATCHED GOOGLE HOTEL NAME column is "Not Matched." In this case, the hotel's entry in your feed is considered invalid and its information should be corrected. Once you remedy any errors, you can resubmit your feed.

The Manual Match Fix tool gives you a simple way to resolve issues after your initial Hotel List Feed matching process has finished. Use it to address any properties with missing, incorrect or incomplete data. See the Help Center for more information about how to use the Manual Match Fix tool.

Why are my hotels over- or under-clustered?

Over-clustering usually happens when one or more of your hotel properties appears to be a duplicate of another property. Hotels are often over-clustered in densely populated areas, such as Las Vegas or other tourist destinations. Occasionally, two or more attributes (e.g. address, phone, longitude, name, etc) of a hotel are listed on maps separately, but describe the same hotel property. If you experience issues over- or under-clustering see Manual Match Fix tool.

How do I fix issues with images?

Google gathers images of hotels from multiple sources. Depending on the original source of the image, you may be able to resolve the issue yourself. For any issues not resolved by the sources listed below, please contact Google.

NOTE: There is currently no way to alter the ranking of photos on Google.

Photos submitted by other users

Street View

With indoor Street View for hotels, you have the ability to offer 360º virtual tours. To troubleshoot issues with these Street View images and user-submitted images, use the “Report a Problem” link included on the bottom right of any photo's page. You can also use this form to request blurring and report on the overall quality of a photo.

User uploaded images

Hotel photos uploaded by users can be flagged for review. See our reporting errors article about flagging inappropriate or irrelevant photos. Google will review flagged photos to determine if they violate our quality guidelines.

Photos you submitted

After you verify your hotel’s page on Google, sign in to your accountto add and manage photos of your hotel.

If the photos for your hotel(s) are incorrect (old, wrong hotel, rebranding) or non-existent, please contact Google through the contact form.

How do I update my Point of Sale (POS) file?

Use the Point of Sale Editor to add, change, or remove Points of Sale (POSes) in an existing Points of Sale file. Access the Point of Sale Editor by following these steps after you log into your Hotel Ads Center account:
  1. Navigate to Tools (in the top navigation)

  2. Select Point of Sale (in the left-hand navigation menu) and click Point of Sale Editor

  3. Click a POS to edit

Follow these step-by-step directions to add, edit, or delete a POS.

How do I fix transaction message errors?

Review transaction message errors by using the Feed Status Tool, which generates a report of feeds that include errors and/or warnings that Google encountered when processing those feeds. Filter the report to by file type, status, or time period to get more granular insights into your feed errors. You can also use the Feed Status v.2.0 to generate the same reports.

How do I fix feed errors?

The Hotel Ads Feed Validation Tool uses feed error codes to identify specific problems with the validity of your data feed. For more information on how to interpret specific error codes, consult our searchable feed error codes table. It provides options to filter by keyword, or by feed error type. We also have a variety of other tools in the Hotel Ads Center that you can use to troubleshoot different types of feeds. 

My ads aren’t showing up in search. What should I do?

There are a variety of factors that can prevent your ads from appearing in searches, including issues with billing, prices, taxes, POS, bidding strategies, or feed errors. Below are suggestions for troubleshooting each issue:

Check your billing accuracy

  • Be sure that your billing information is accurate and complete your Hotel Ads Center account. 
  • Confirm that your hotel is indexed and has no data quality issues. You can check index status in the Hotel List views, or in the list provided by the hotels API. To resolve data quality issues, use the Manual Match Fix tool.

Ensure your hotels are not suspended and have valid prices

  • Ensure that you have valid prices and no errors for hotel itineraries. You can check prices through the Hotel Ads Center or the /prices API.
  • Check to see if your hotel has been suspended because of price violations.
  • Review the Price Accuracy Policy to see if your price accuracy score is below the acceptable threshold.

Review the Taxes and Fees Policy

  • Hotel itineraries that include taxes and other fees will show in markets outside the US and Canada, but itineraries that do not include taxes and fees in the US and Canadian markets are more likely to be shown. Please refer to the Taxes and Fees Policy for further details.

Check for Point of Sale (POS) mismatches

  • Check that there is no Point of Sale mismatch by looking at the tags in your Points Of Sale file. Our matching algorithm decides whether the ads should be displayed or not for a user coming from a particular IP location.

Evaluate your bidding strategy

  • Review your bid strategy to confirm your bid for a hotel is competitive enough. Non-competitive bids will result in a slot type of “Z” and a slot position of “-1” in your Performance Report.
  • (Pull/Hint partners only) Confirm that the hotel exists in your query control file.
  • Check the Ad Preview tool. The Ad Preview Tool in  Hotel Ads Centercan help you understand why your hotels might not be shown. For more information, see Using the Ad Preview Tool.
  • Fix feed errors. Often, ads won’t show up in searches due to feed errors. Google’s Hotel Ads feed validation tool provides you with quick and easy access to the information you need to fix most search-related data issues, such as overclustering, indexing and more.

Additional information

For additional information on how to improve the performance of your ads, see our tips on how to troubleshoot common issues:

Want to learn more? We offer a comprehensive list of reports that can help you effectively manage your ads performance and identify improvement opportunities.​

What's an “Automated Check Score Drop” alert?

Getting an alert that your Hotel Ads Center account experienced an “Automated Check Score Drop,” means your accuracy score experienced material drops and needs to be improved.

To opt-in to alerts or to review/change your email alert settings, see “Setting up Email Alerts”. To improve your accuracy score, review “Price Accuracy Report” and “Improve Price Accuracy.”

Related links

To help assess general feed quality, use the following:

To look into errors with Hotel List feeds (information about your hotel properties), use:

For more information about Hotel Price feeds (Information about room rates and availability):

For questions about Points of Sale feeds: (Information about where online customers book your rooms):

If you have additional questions, please contact us.

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