Get unstuck

Start with the screen where you noticed the problem. These checks cover the most common setup, reporting, email, and connection questions.

A hotel is missing

Confirm that you are in the right workspace. Then ask a workspace owner to review your role and Hotel Access Groups. An access group controls which hotels you can see and shop.

Hotel search found no match

Try the hotel’s public name and location again. Review the address and city in the search results. If the right record is not available, choose Add manually and enter the public hotel details. See Add a hotel and build its first Comp Set.

The report is not ready

Open the hotel’s Workflows tab and check last run, next scheduled run, and the shop status. Queued and Running mean the shop is still in progress. Completed means the new report is ready. If the status is Failed, open the last completed report and try the next available shop.

For the report path, see Take a fresh look at the market.

A room type or room clue is missing

Room labels appear after a hotel completes a detailed rate shop. After that shop, open the hotel’s Rooms tab, review the room names and save the matching room types. See Match room types across channels.

A report email did not arrive

Check that the person is a report recipient for the hotel. Then open Settings → Notifications and confirm that email is not paused for the workspace or hotel. Email settings do not remove access to the report in the app.

Parity has no useful dates

Open the hotel’s Monitored Parity Channels and confirm that Direct and at least one OTA are selected. Then check that the hotel has a completed rate shop in the report window. Room labels add context, but they do not change the parity result. See Scan parity across your portfolio.

API keys are not available

API keys require an active paid Market Intelligence package or an existing Core or Pro contract, plus the required workspace permission. Ask a workspace owner to check the plan and your role in Settings → API keys. See Export your rates and connect your tools.

Your assistant cannot connect

Use the setup guide for Humans or Agents, then ask the assistant to list your workspace and hotels. If the connection is no longer needed, remove it from Settings → Connected apps.

Still need help?

Email Ask Anny at hi@ask.anny.ai with the workspace, hotel, screen, and next step you were trying to complete. Do not include a password or private access link.