Service Level Agreement (SLA) for Booking.com

Once you are connected to Booking.com our responsibility is to ensure a flawless synchronisation to the channel. However, sometimes there are cases when we are not in control. Even though these interruptions are not common, you should bear in mind that they still might happen so it is good to know how to proceed in such cases.

If a channel (Booking.com) is having technical issues, new reservations, modifications or cancellations might not arrive to your Sabee system. If these technical issues occur on the level of Booking.com, they are sending you notifications via e-mail or fax (to the provided feedback back e-mail address of fax number).
If you receive a fax about new reservation from Booking.com, it means that there was a connection issue and you should apply changes manually in your SabeeApp system (add a reservation manually, modify it accordingly or cancel). 

If you notice that the availability or prices are not synchronised correctly from your Sabee account with Booking.com's extranet, make sure to inform your SabeeApp account manager as soon as possible and provide the following information:

1. Which property's prices or availability are not correct (if you have several Booking.com accounts, please specify which account you have in mind)
2. For what time period are these prices or availability are wrong;
3. Which rate plan does not have the correct prices
4. If you have screenshots from the extranet with the exact problem - feel free to attach it when reporting the issue to us.