Introduction
Multiple configuration factors can prevent hotel rates from appearing in Zeno search results. This troubleshooting guide covers the most common causes for travel administrators and TMC configuration staff, along with the recommended checks and resolutions.
GDS and negotiated rate issues
Rate access code is not active or correctly verified in Amadeus
If a rate access code such as OZC is loaded in the hotel policy but the rate is not correctly verified or active in the Amadeus GDS, the rate may appear in Amadeus directly but not in Zeno.
Resolution: verify that the rate code is active in the Amadeus GDS and that it is entered correctly in the hotel condition.
Negotiated rates are not loaded into the correct Serko PCC
Negotiated rates must be loaded into the correct Serko PCC to display in Zeno. If they are loaded elsewhere, they will not return in search results for the intended users.
Resolution: ensure the negotiated rates are loaded into the correct Serko PCC.
Rate code fields are missing or incorrect in the hotel condition
Incorrect values in the Rate text prefix to Hotel Name or Special Rate / Negotiated Rate fields can prevent rates from being matched and displayed correctly.
Resolution: check these fields in the hotel condition configuration and correct the rate code if needed.
Discrepancies between Sabre and Amadeus rates
If there are discrepancies between rates sourced from Sabre and Amadeus, they may not display correctly.
Resolution: Verify the rates directly within the respective GDS.
Hotel condition and policy configuration issues
Deposit-required rates are filtered out
If Show Rates requiring a Deposit is not selected, deposit-required hotel rates will be filtered out of search results.
Resolution: tick Show Rates requiring a Deposit in the hotel condition settings if these rates should be visible.
Missing keywords or incorrect city code mapping
Missing keywords in the hotel policy or incorrect city code mapping can prevent rates from showing.
Resolution: Ensure keywords are added to the policy and that city codes are correctly mapped.
Pay-later rates are suppressed
When Suppress Pay-Later Rates is selected, Booking.com API rates can be blocked from displaying. This is a known issue for Booking.com Demand API V3 availability when this setting is active.
Resolution: untick Suppress Pay-Later Rates if Booking.com rates should be visible.
Non-refundable or instant-purchase rates are suppressed
Suppress Non-Refundable Rates and Suppress Instant-Purchase Rates can unintentionally filter out available rates if they are enabled.
Resolution: review these suppression settings and adjust them as needed.
Provider Type does not match the current hotel source
If the hotel condition is still configured for Expedia after a migration to Booking.com, rates may no longer display because the condition is pointing to the wrong provider.
Resolution: update the Provider Type in the hotel condition to match the current provider.
Ranking is set incorrectly
An incorrect Ranking value can cause preferred rates to be hidden from users.
Resolution: verify the Ranking field is set to Preferred where required.
Maximum Rate is too low or Minimum Rate is too high
Rate thresholds can exclude valid results. A Maximum Rate that is too low will filter out higher-priced rates, while a Minimum Rate that is too high will filter out lower-priced rates.
Resolution: review the Maximum Rate and Minimum Rate values and adjust them if needed.
API and non-GDS provider issues
Hotel condition still points to Expedia after Expedia removal
If Expedia has been removed from Serko and the hotel condition has not been updated, Booking.com rates will not appear until a new condition is created and activated.
Resolution: create a new hotel condition using Booking.com as the Provider Type.
Hotel Hub returns hotels as restricted
When an API provider such as Hotel Hub returns hotels as restricted, the issue typically requires log-level investigation.
Resolution: raise a support case for OHH log investigation.
The property is not available through the configured API provider
Some providers do not cover every location. If the searched property is not available via the configured API provider, it will not appear in Zeno.
Resolution: verify that the provider covers the searched location and consider adding an alternative provider condition.
Property only accepts Payments by Booking.com
Hotels may not appear in Zeno search results if they only accept Payments by Booking.com, a payment method that Zeno does not currently support. This is often the case with smaller properties in Australia.
Resolution: Advise the user to select an alternative property, as this specific payment method cannot currently be accommodated within Zeno.
Policy scope and access issues
The hotel policy is linked to the wrong corporate profile
If the hotel policy Corporate field does not point to the correct corporate profile, the intended users may not see the policy or its rates.
Resolution: verify the Corporate field in the hotel policy links to the correct corporate profile.
Lower level corporates do not have access to the policy
If Allow Lower Level Corporates to Access Policy is not selected, cost centres and lower-level corporates cannot use the policy.
Resolution: select Allow Lower Level Corporates to Access Policy in the hotel policy settings.
The policy is not active
A policy that is not enabled will not apply to search results.
Resolution: ensure Enable Policy is checked.
The policy category does not match the itinerary
Policy Category must match the type of travel being booked. A mismatch between Trans Border and International can prevent the expected hotel rates from displaying.
Resolution: verify the Policy Category matches the travel itinerary.
Next steps
If hotel rates are still not appearing after checking the settings above, review the hotel condition, policy, and provider configuration together to confirm they align with the intended booking flow. For provider-specific issues, collect the relevant search details and raise a support case for further investigation.
Additional information
When troubleshooting missing hotel rates in Zeno, check the GDS or API provider, the hotel condition settings, and the hotel policy scope in combination. A single misconfiguration in any of these areas can prevent rates from displaying in search results.