Reserve with Google may disable your integration or inventory as necessary in order to maintain user expectation and experience. We will attempt to send a notification to you prior or at the takedown time and work with you to resolve the issue.
This following issue types describes the root causes of inventory takedowns and the associated policies and guidelines.
Failing health check
This error is encountered when your HealthCheck booking server route is not returning a successful status code (200 OK) consistently.
Our system auto-disables your integration after repeated HealthCheck failures and will auto-restore your integration once the HealthCheck returns successful status code (200 OK) consistently.
Relevant Policy: Launch and monitoring
High booking server error rate or latency
This is encountered when one (or multiple) of your booking server routes are either taking too long to respond, or are failing too frequently. The exact thresholds are stated in the Launch and monitoring page.
Our system auto-disables your integration after spikes in error rates. Once you address the underlying issue, you may be able to re-enable the integration on the Accounts page of Partner Portal. If that button is not available, please contact the partner support team with the root cause, and the actions taken to resolve the issue.
Relevant Policy: Launch and monitoring
Partner unresponsive or SLA violation
This is encountered when the Reserve with Google team reaches out to your team with an issue (technical, user issue, data issue, etc.) and does not hear back within the time outlined in the Support and Maintenance Guidelines.
Alternatively, if the issues identified are not resolved within the timeline given, we may disable your integration. Once the issue is resolved and confirmed by our team, we will restore your integration. You can reach out to the partner support team with the email reference id you received for status updates or to inform us the issue has been resolved.
Relevant Policy: Support and Maintenance Guidelines
No merchant relationship
This is encountered if Reserve with Google identifies the partner is not authorized by the merchant or point of interest with which their listing is associated. Partners must have an agreement (written or otherwise) with the merchant to distribute the inventory.
For example, a merchant may submit a removal request to Reserve with Google to opt out or stop work with a specific partner. Please honor any merchant opt-out requests submitted from our team or the merchant directly. To resolve this issue, please reach out to your merchant and ensure they authorize you to list their inventory on Reserve with Google.
Unfulfillable by merchant
Any inventory offered on Reserve with Google by a partner must be honored and fulfilled by the merchant as listed. If the merchant can not honor the service as listed, it is not eligible to be listed on Reserve with Google. To resolve this issue, please work with your merchant to update the inventory to ensure it is accurate and that the merchant will honor any future bookings.
Relevant Policy: End-to-end Policy
Place Action policy violation
Reserve with Google requires that Place Actions link(s) must follow specific guidelines to ensure user and merchant expectation. For example, Place Actions link(s) must be actionable, lead to a dedicated landing page for specific merchants, and clearly denote that it is owned and operated by a platform provider.
Relevant Policy: Place Actions Policy
Pricing policy violation
Reserve with Google requires that the price shown to the user is the ultimate price that they will pay (exclusive of any optional gratuity) and the cancellation and refund policies must be clear and accurate. Providing false, placeholder, or otherwise inaccurate information is not supported. Please work with your merchant to ensure that the values provided to Reserve with Google are accurate and meet our Pricing Policies. Reach out to the partner support team once the issue is resolved.
Relevant Policy: Pricing Policies
Confusing or missing information
In order to ensure a great user experience, Reserve with Google requires that all information is present and clear to the user. Partners should work with their merchants to ensure fields are accurately set and not conflicting.
For more information, review our Merchants and services eligibility criteria. Once you resolve this issue please reach out to the partner support team for review.
Unsupported by integration
Reserve with Google is only live in certain countries, merchant categories, and with specific feature sets. Please review our Merchants and services eligibility and the features currently supported by your integration to ensure you are only using those that are supported.
For example, if you have not completed an async integration, you can not offer async inventory. Please remove the unsupported portion of the inventory and reach out to the partner support team for a review.
Relevant Policy: Merchants and services eligibility criteria
Bad match or noncompliance of matching policy
The provided listing must be properly matched to the Google listing. Alternatively, if we don’t have sufficient information to ensure that the match is accurate, we will remove that inventory.
Please ensure that the match is in compliance with our matching policy. Once you take those steps please reach out to our partner support team for them to review.
Relevant Policy: Matching guidelines
Payments policy violation
To ensure a consistent experience for consumers, merchants, and partners using Reserve with Google, inventory requiring payment must adhere to the appropriate guidelines. Failure to adhere to these policies will lead to suspension of your inventory or integration.
Relevant Policy: Payments Policies
Offers policy violation
To ensure a consistent experience for consumers, merchants, and partners using Reserve with Google, inventory with Offers must adhere to the appropriate guidelines. Failure to adhere to these policies will lead to suspension of your inventory or integration.
Relevant Policy: Offers Policies
Online services policy violation
To ensure a consistent experience for consumers, merchants, and partners using Reserve with Google, inventory for online services must adhere to the appropriate guidelines. Failure to adhere to these policies will lead to suspension of your inventory or integration.
Relevant Policy: Online services policy