Understanding your Hotel Center overview page

The "Performance overview" card shows a summary of your property's impressions, clicks, and CTR from the last 30 days. Supplier partners will also be able to view the performance of non-booking link clicks such as calls and website clicks in the “Additional interactions” tab. Partners can switch between reports to view total traffic, free booking link traffic, and paid booking link traffic.

• Red: Your match rate has severely decreased. Immediate attention is required.
• Orange: Your match rate shows some decreases. You may wish to review.
• Green: Your match rate is steady or improving. No action is needed.

Number in feed: The total number of properties you’ve uploaded.

Matched in Maps: The number of properties successfully matched with Google’s canonical list of hotels from Google Maps and potentially eligible to participate in the ad auction.

Map overlap: The number of properties that have more than one match with Google’s canonical list of hotels from Google Maps.

# with data issues: The number of properties with data issues when compared with Google's canonical list of hotel information.

Updated: The time and date of the last update to the hotel list feed.

The "Prices" card offers an overview of primary price feed and accuracy metrics over the past 24 hours. Scores are color-coded as follows:

• Red: Your score or rate has decreased a significant amount. Immediate attention is required.
• Orange: Your score or rate is trending downward. You may wish to review.
• Green: Your score or rate is steady or improving. No action is needed.

The price accuracy score represents your current ad auction-impacting score. Learn more about Google’s price accuracy policy.

The scale for ranking your price accuracy score and predicted price accuracy score are:

• Excellent
• Fair
• Poor
• At-risk
• Failed

The predicted price accuracy score represents your expected score for the next rating period, based on trends of your most recent price updates.

Live pricing success rate indicates how often live pricing (query) requests have succeeded over the past 24 hours.

Price update rate measures how often Google receives your price updates from your primary pricing delivery mode.

• "Stable" indicates that your update rate is consistent or improving.
• "Unstable" indicates a recent drop in the update rate.
• "Failed" indicates no recent updates at all.

The “User feedback” card provides a summary of the complaints that Google has received regarding your account. It is meant to be informative and to help you to improve the user experience on your site. These metrics have no direct impact on the visibility of your booking links.

Complaint rate

The complaint rate reflects the volume of user complaints relative to your click volume. Your account will be assigned a status of Low, Average, Elevated, High, or Insufficient Data. For each of these statuses, you’ll also find the actions we recommend you take based on your current complaint rate.

Complaint rate trend widget

To the right of the complaint rate, you can view a trend widget that indicates whether your complaint rate is trending up or down. This trend is determined by comparing your complaint rate over the last 7 days with your rate from the last 30 days. This feature is designed to help you directionally assess if your optimization efforts are improving the user experience.

Common complaints

The common complaints section shows the top 3 user-selected complaint categories for your account. This information can help you identify the most frequent issues users are experiencing when interacting with your content. The following examples and troubleshooting tips are provided as suggestions to guide your investigation:

• Shows different price: A discrepancy between the price shown on Google and the final price on your site could be due to late updates to your price feed or a mismatch in how taxes and fees are calculated. We recommend you verify that your price feed is accurate and up-to-date, and that your site reflects the price provided in your feed.
• Room isn't available: This might happen if a user clicks on an offer only to find the room is no longer bookable on your site, which could be caused by stale inventory data. You can view your feed to check if it accurately reflects your real time inventory, and it's also worth investigating if any caching mechanisms are causing delays.
• Shows unexpected taxes and fees: Users may be surprised by extra charges that were not included in the initial price. This could indicate a lack of transparency in your pricing or a potential issue with how taxes and fees are handled in your feed. You can review how you are passing taxes and fees in your price feed and make sure they are clearly displayed to the user throughout the booking flow.
• Shows price in an unexpected currency: The price on your site might be in a different currency than what was displayed on Google. You can check that the currency you are passing in your price feed matches the currency on your landing page. It's also a good idea to review your site's currency settings.
• Asks for personal info before showing total price: We recommend ensuring the final total price is visible as early as possible in the booking process, ideally on the landing page itself.
• Prevents booking due to checkout errors: Users might be unable to complete their booking due to technical issues on the checkout page, such as broken forms, payment processing errors, or timeouts. It may be helpful to conduct a full end-to-end test of your booking flow and check your payment processing integrations and logs for any errors.
• I was charged but didn't receive a confirmation email: This happens when a user's payment goes through but they don’t receive a confirmation of their booking. We suggest reviewing your email confirmation system and checking your logs to view if confirmation emails are being sent successfully.
• The page or link was broken: A user clicked on a link from Google and was directed to a page that resulted in a 404 error, a server error, or another broken page. You can verify that the landing page URLs in your feeds are live and valid. It may also be a good idea to check for any recent changes to your website that may have caused links to break.
• Links to a different site than expected: The user was directed to a different website or a different page on the same website than they expected. This could be a sign of a misconfigured landing page URL. You can confirm that the URLs in your landing page feed correctly point to the intended pages.
• Other: This category captures complaints that don’t fit into the other categories. While less specific, a high volume of complaints in this category may still signal a broader issue with the user experience.

Note that these are just examples of the types of issues users might be experiencing. We encourage you to conduct your own investigation to improve and optimize the user experience, especially if your complaint rate is High or Elevated.

The "Landing pages" card measures how many landing pages are correctly configured for your properties and priced itineraries. The overview will show the number of landing pages you’ve configured and total coverage of these landing pages.

Scores are color-coded as follows:

• Gray: You have no landing pages configured. Set up landing pages to serve on Google.
• Green: Your landing pages are correctly configured. No action is needed.

The “Listing feed status” card on the Hotel Center Overview page provides a status on your XML listing feed. On this card, you can view when your feed was last fetched, whether your feed is currently blocked, and unblock your feed in certain scenarios. The listing feed status summary displays the following fields:

• Latest fetch (Hotels and VR): Provides the time the feed was last successfully fetched.
• Status: Indicates the state of a listing feed. The possible statuses for VR partners are “blocked”, “approved”, or “awaiting processing” and the possible statuses for Hotel partners are “needs attention”, “healthy”, or “in progress”. Learn more about these statuses.
• Last approved (VR): Indicates the last time your feed is approved.
• Feed last updated (Hotels): Indicates the time we started the fetch for the currently live property list.

The “Reports” card shows your overall participation rate for the previous day. Learn more about Hotel Center Reports. Scores are color-coded as follows:

• Red: Your participation rate has decreased significantly. Immediate attention required.
• Green: Your participation rate is increasing and shows an upward trend.
• Orange: Your participation rate is decreasing and shows a downward trend.