HotelConnect24 Support

Hotel Support. Clear Routes. Useful Context. Better Answers.

Get help with HotelConnect24 account access, property configuration, rates, availability, reservations, distribution, direct booking and supported technology connections.

Find the Right Support Route → Help Center

Account Access Rates & Availability Reservations Distribution Integrations Technical Support

Hotel Partner Support Start with the Issue. Add Context. Route It Correctly.

Support

HotelConnect24 Support Flow Self-Service When It’s Simple. Support When It Needs Investigation.

HotelConnect24 separates general guidance from property-specific support so operational issues can be handled with the right context.

1 · Identify Issue 2 · Add Context 3 · Correct Route

Account Login & Access Help with partner access and account-related problems.

Operations Rates & Reservations Property-specific questions involving hotel inventory and bookings.

Distribution Channel Issues Supported connection, mapping and distribution questions.

Technology Integration Issues Problems involving supported external system connectivity.

Self-Service First Help Center for common questions

Hotel Support Account and property-specific issues

Booking Support Separate route for travellers

Secure Support Never send passwords or secret keys

Support Routes

What Do You Need Help With?

Choose the route closest to the issue. Clear routing helps separate general questions, hotel operations and guest reservations.

Account

Partner Login & Access

Use this route if an existing HotelConnect24 hotel user is having difficulty reaching or using the protected partner environment.

Partner Login →

Hotel Operations

Rates & Availability

For property-specific questions involving room inventory, pricing, availability or related hotel configuration.

Rates & Availability →

Reservations

Hotel Reservation Support

For hotel-side questions involving reservation information, booking workflow or an operational booking issue.

Reservation Management →

Distribution

Channel & Mapping Issues

For supported distribution connections, room or rate mapping and channel-related operational questions.

Distribution Channels →

Technology

Integration Support

For issues involving a supported PMS, API, webhook or other approved HotelConnect24 technology connection.

Integrations →

General Help

Help Center

For common questions that do not require HotelConnect24 to inspect a specific account, property or booking.

Help Center →

Guests

Traveller Booking Support

Guests with an existing reservation should use the dedicated booking-support route rather than hotel-partner support.

Booking Support →

Commercial

Sales & Pricing Questions

Hotels considering HotelConnect24 should use the commercial route rather than operational partner support.

Contact Sales →

Trust

Security & Privacy

For security, data-protection or related trust questions use the HotelConnect24 Trust Center and relevant contact route.

Trust Center →

Support Route Finder

Not Sure Where Your Issue Belongs?

Select the closest description below and the page will recommend the most appropriate HotelConnect24 route.

Choose Your Issue This routing tool works directly in the browser and does not submit account or booking data.

Route Finder

Recommended Route

Good Support Requests

Give Support the Information Needed to Understand the Problem.

A short but specific description is usually more useful than a long message without property, booking or technical context.

✓

Identify the affected property Include the relevant hotel or property reference where available.

✓

Name the affected workflow For example login, rates, availability, reservation, distribution or integration.

✓

Explain what you expected Describe the result you expected and what actually happened.

✓

Include relevant timing For intermittent issues, include the approximate date and time if known.

✓

Include a relevant reference A booking or connection reference can help when it is directly related to the issue.

Useful Support Context Five pieces of information that can make investigation easier.

Property Which hotel or accommodation business is affected?

Feature Which HotelConnect24 workflow or connection is involved?

Expected Result What were you trying to accomplish?

Actual Result What happened instead?

Reference & Time Relevant booking, connection or approximate event time where available.

Issue Priority

Describe the Business Impact Accurately.

Not every support issue has the same operational impact. A clear description of what is affected is more useful than simply marking every request as urgent.

General

Question or Limited Issue

A general product question or issue affecting a limited workflow without preventing core hotel operations.

Examples: configuration question, explanation of a feature or non-blocking workflow issue.

Important

Material Operational Impact

A problem affecting an important hotel workflow, supported channel, reservation process or connected system.

Explain which operation is affected, when it started and whether an alternative workflow remains available.

Critical

Major Service Impact

A serious operational problem affecting a major booking or distribution workflow across the property.

Describe the actual business impact and affected scope. Do not include passwords or private credentials.

Secure Support

Support Needs Context — Not Your Secrets.

HotelConnect24 support should never depend on you pasting sensitive authentication credentials into an ordinary support message.

Never Send Your Account Password Do not disclose your HotelConnect24 password in an ordinary support request.

Never Send Private API Keys API secrets, tokens and similar integration credentials should remain protected.

Limit Personal Data Provide only the guest or account information reasonably necessary to identify the relevant issue.

Use Relevant References A property, booking or connection reference can be useful without exposing secret credentials.

Report Security Concerns Responsibly Potential security issues should follow the HotelConnect24 security-reporting route.

Protect Third-Party Credentials Do not disclose credentials for a PMS, distribution partner, database or another external system.

Self-Service

You May Not Need a Support Request.

For common questions, these HotelConnect24 resources may provide the answer immediately without account-specific investigation.

General Help Help Center Operational guidance for onboarding, rates, bookings, distribution and integrations. Help Center →

Answers HotelConnect24 FAQ Common questions about pricing, the platform, direct booking, distribution and security. View FAQ →

Learning Guides for Hoteliers Practical guides to help hotel owners and managers understand HotelConnect24 workflows. Hotel Guides →

Reference Hotel Tech Glossary Clear definitions of hotel distribution and technology terminology. Open Glossary →

Trust Service Reliability Understand HotelConnect24 monitoring, dependencies and reliability principles. Reliability →

Security Trust Center Security, data protection, service reliability and subprocessor information. Trust Center →

Guests Booking Support Dedicated assistance route for travellers with reservation questions. Booking Support →

General Contact Contact HotelConnect24 Choose the right route for sales, partnerships, bookings or company enquiries. Contact →

Support FAQ

Common Questions About HotelConnect24 Support.

Who should use HotelConnect24 Support?

HotelConnect24 Support is primarily for existing hotel or partner users who need assistance with an account-specific, property-specific or operational HotelConnect24 issue.

I am not yet a HotelConnect24 customer. Should I use Support?

For product, commercial or onboarding questions before joining, use Contact Sales, Book a Demo or Getting Started.

I am a guest with a reservation problem. Where should I go?

Use Booking Support. Hotel-partner support is intended for property and platform operations.

What information should I include in a support request?

Include the relevant property, affected workflow, what you expected, what actually happened and any directly relevant booking or connection reference. Approximate timing can also help with intermittent problems.

Should I send my HotelConnect24 password?

No. Do not send account passwords, private API keys or other authentication secrets through ordinary HotelConnect24 support messages.

Can I send screenshots?

Where the relevant support channel allows attachments, a screenshot can help explain a visual or configuration issue. Review the image first and avoid exposing passwords, API keys or unnecessary personal information.

Does HotelConnect24 provide 24/7 support?

A universal 24/7 support commitment should not be assumed unless it is explicitly stated in the applicable HotelConnect24 service or support terms.

How quickly will HotelConnect24 respond?

Response times can depend on the enquiry type, operational impact, support route and applicable service terms. This page does not promise a universal response time.

What if several channels are affected?

Describe the scope clearly, identify the affected property and list which supported channels or workflows appear to be affected. This helps distinguish a single-channel problem from a broader property issue.

What if I think there is a security vulnerability?

Review the Security page and use the appropriate responsible-reporting route. Do not intentionally access unrelated data or disrupt production services.

What if I cannot access my partner account?

Start with Partner Login. If access cannot be restored through the available account workflow, use the relevant HotelConnect24 support route.

Where can I check general HotelConnect24 service reliability information?

Use the Service Reliability page for HotelConnect24 reliability, dependency and recovery principles.

Support scope: Support availability, channels, response handling and any specific service commitments can depend on the applicable HotelConnect24 agreement and service configuration. This page does not create a universal 24/7 support, response-time, resolution-time or uptime commitment.

Need Help with Your HotelConnect24 Setup?

Start with the Help Center for common questions. If the problem depends on your hotel account, property, booking, channel or supported integration, use the relevant HotelConnect24 support route with enough context to investigate it.

Choose a Support Route → Help Center