If you encounter an error when adding hotels to your account, or a property isn't appearing where expected, use this guide to identify and resolve the issue.
Can't add my hotel ("Failed to Get Entity" error)
This is the most common hotel-related error. It occurs when the Hotel ID entered is not recognized by the platform.
Sponsored Listings only accepts Booking.com Hotel IDs. Other identifiers—such as internal property codes, Agoda IDs, Priceline IDs, or chain reference numbers—will return this error, even if they appear similar. How to fix it:
Log in to the property's Booking.com Extranet.
Locate the Booking.com Hotel ID:
In the property's URL (a numeric ID, for example, 12345678), or
In the Property Info section.
Return to Advertiser Tools > Hotels > Add Hotels and enter the correct Booking.com Hotel ID.
My hotel isn't appearing in my campaign
Adding a hotel to your advertiser account is different from activating it within a campaign. A hotel won't participate in auctions until it's activated in an ad group. How to fix it:
Go to Campaigns.
Open the relevant campaign.
Click the ✏️ icon next to the ad group.
Under Hotels, click Add Hotels > All Hotels.
Select the hotel(s).
Click Activate in Ad Group > Apply.
Save the ad group.
If your hotel still doesn't appear, confirm you're using the correct Booking.com Hotel ID. If the property was recently created or has just gone live on Booking.com, it may take some time before it becomes available in Sponsored Listings.
My Hotel name is incorrect or outdated
Hotel names are synchronized from Booking.com. If your property was recently renamed, update the name in Booking.com Extranet first. Sponsored Listings will automatically reflect the change once the update has propagated from Booking.com.
If the correct name appears in Booking.com but is still incorrect in Sponsored Listings after 48 hours, contact support at booking.sponsoredlistings@koddi.com and include:
Your Booking.com Hotel ID
The correct property name
My property isn't eligible for Sponsored Listings
Sponsored Listings is primarily available for hotels and aparthotels listed on Booking.com. The following property types may not be eligible:
Vacation rentals
Private homes
Villas
Guesthouses classified as non-hotel properties
Properties that are not yet live on Booking.com
Properties located in countries where Sponsored Listings is not currently available
If you believe your property should be eligible, contact support with your Booking.com Hotel ID and property type so we can investigate.
My CSV file failed
If your CSV upload fails or returns errors, check the following:
The file contains exactly two columns: Hotel Name and Hotel ID.
All Hotel IDs are valid Booking.com Hotel IDs.
There are no extra columns, merged cells, or formatting.
The file is saved as a .csv file (not .xlsx or .xls).
Hotel IDs are numeric and do not contain leading spaces or apostrophes.
Need help?
Our team is here to help. Reach out via Live Chat 💬 in the platform, email us at booking.sponsoredlistings@koddi.com, or browse the Help Center for additional guides and resources.