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Resolving Connectivity Issues with the Booking.com Channel Manager API Setup

Users attempting to set up or modify their API connectivity provider (such as Customer Alliance) on Booking.com may encounter an issue where, after logging in, they are not correctly directed to the provider selection page within the "Channel Manager" section. Instead of landing on the expected page to set the "Guest and Reviews" provider, the session may loop, redirect incorrectly, or display an unexpected interface.

Issue: Inability to Access or Select API Connectivity Provider Settings

Users attempting to set up or modify their API connectivity provider (such as Customer Alliance) on Booking.com may encounter an issue where, after logging in, they are not correctly directed to the provider selection page within the "Channel Manager" section.

Instead of landing on the expected page to set the "Guest and Reviews" provider, the session may loop, redirect incorrectly, or display an unexpected interface.


Root Cause: Corrupted or Conflicting Browser Session Data

This behaviour is strongly indicative of a conflict caused by existing browser cookies, cached data, or previous session information stored by the browser for the Booking.com domain.

The saved session data interferes with the specialized login and redirection process required to access the Channel Manager API setup workflow, preventing the user from being recognized as a "new" setup visitor for this specific configuration step.

✅ Solution: Utilize a Private Browsing Session

The most reliable and immediate fix for this issue is to use your browser's Incognito (Chrome, Edge) or Private (Firefox, Safari) mode.

A private browsing session isolates your activity from all existing cookies, cache, and login data, forcing the system to treat the session as a completely new, clean login.

Step-by-Step Resolution

  1. Open a Private/Incognito Window:
    • Chrome/Edge: Click the three-dot menu and select New Incognito Window.
    • Firefox/Safari: Click the File menu, and select New Private Window.
    • Keyboard Shortcut (most browsers): Ctrl+Shift+N (Windows) or Cmd+Shift+N (Mac).
  2. Navigate to Booking.com: In the private window, navigate directly to the Booking.com login page for property partners.
  3. Log In: Log in to your property account as you normally would.
  4. Access Channel Manager: Navigate directly to the "Channel Manager" section.
  5. Complete Setup: You should now be correctly directed to the connectivity provider page, allowing you to successfully select Customer Alliance and confirm the setup.  Once the configuration process is complete and saved, you may close the private window and follow the following steps:

Stewart Taylor-McLaughlin


Steps to Set Up the Connection on the Customer Alliance Platform

Navigate to Settings: Go to the Settings section within your Customer Alliance dashboard.

Access Portal Accounts: Click on General, then select Portal Accounts to manage your platform connections.