OTA interface – error handling and recovery logic
Below you can find a detailed explanation of how errors are handled in the OTA interface and how the export suspension and recovery process works.
1. Error detection and retry process
When an error is detected during data export, it is recorded for the specific OTA room type and rate (product).
An email notification with the subject OTA CHANNEL MANAGER EXPORT ERROR will be sent to the hotel email address. The email contains:
Information about the affected product (room type and rate)
The exact error message returned by the OTA partner
After the error is detected, the system will initiate an automatic retry process.
If the retry attempt is not successful, it will be recorded as a consecutive error.
2. Export suspension for the entire connection
When a large number of consecutive export attempts fail, the system will stop sending data for the entire OTA connection, not only for a single product.
At this point, an email with the subject OTA CHANNEL MANAGER EXPORT STOPPED will be sent to the hotel email address.
At this stage:
Data export from Clock to the OTA partner is suspended
Booking retrieval remains active
We strongly recommend resolving the error as soon as possible in order to resume normal operations and avoid data inconsistencies.
How to resolve OTA export errors
To identify and resolve the root cause of the error, please contact the OTA partner’s support team, providing them with the exact error message received.
Once the issue has been resolved, please follow these steps:
Go to Navigation menu → Settings → All settings → OTA / SiteMinder
Edit the affected connection
This will open the Settings tab of the connection
At the bottom of the page, click the Enable export button
This action will restore the connection to its normal operational state.
Important note about data resend after enabling export
Activating the export will trigger a full data resend for:
Availability
Prices
Restrictions
for all changes made in Clock since the last successful update, covering a period of up to 365 days.
Depending on how long the export was suspended, the amount of data to be processed may be significant and may take some time. Please:
Wait approximately 20–30 minutes after enabling the export
Check the data in the OTA partner system and the OTAs
If you notice any discrepancies, notify the Clock support team and provide the following information:
The affected date(s)
The room type and rate name as shown in the OTA partner system
The value currently displayed on the OTA side
The expected correct value
This information is required for further investigation and validation.
Most common OTA export errors
Room type and rate combination no longer exists
A specific combination of room type and rate is no longer available in the OTA partner system, but is still present in the connection settings in Clock.
In this case:
The obsolete room type and rate combination must be removed from the connection settings in Clock
Only after that should the export be enabled again