Emergency line and outage communication

Although we continually monitor our connectivity systems, they can occasionally experience outages.

If an outage lasts longer than 30 minutes, we’ll let you know via the Connectivity Provider Portal. Any updates on these outages will also be communicated there.

Our announcements always include timestamps for both when the outage began and when it was resolved. We also include information about the cause and impact of the decreased performance. If any action is needed from your side, we’ll provide recommended steps in our updates.

You can sign up for automated outage alert emails in the 'Company Settings' as described here. 

Escalation phone line (emergencies only)

In case of emergencies, you can call our escalation line from Monday 2:00 a.m. to Friday 00:00 a.m. (Central European Time) on the following regional phone numbers:

• Americas: +1 212 548 3463
• Europe, Middle East and Africa: +31 20 715 8575
• Asia-Pacific: +65 64 22 4646

Please follow the instructions provided on the call. If you call outside business hours, or there’s no agent available to help you, please leave a voice message and we’ll get back to you as soon as possible.

Please only use these phone numbers for genuine emergencies such as:

• Downtime of the interface
• Issues that affect all hotels, which need immediate attention
• Issues that have significant business impact

Please do not use these phone numbers for regular troubleshooting of individual property issues or single-property customer service issues (such as overbookings).

The escalation phone line is open from Monday to Friday, for 24 hours a day. Please leave a voicemail if we are not able to answer.

If you are currently having an outage and have access to the Provider Portal you can schedule a reservation hold for any current outages and future maintenance of you system.

To do that - please follow the steps in this article.

In the meantime, check out some of our resources that might help you:
- find here how to investigate cases related to reservations yourself (via our Reservation Timeline)

- keep an eye out for bugs and outages via the Announcements in the Provider Portal

We are currently in the process of moving to a new help centre. If you want to submit a ticket to us you can use this form.