Production Support | Hilton Dev Portal for documentation

Due to a technical fault the API was returning inconsistent data fields related to Meal Plans between Aug 3rd and Aug 12th for a subset of 142 hotels, all with the brand code HH. During this time the MealPlan field remained accurate but the Breakfast field was incorrectly returning True for all rate plans, pricing for these rate plans did not include a breakfast supplement and no record of breakfast was included on the reservation or the confirmation.

Production Support For Derbysoft Avail, Click here

Once you are live in production, there are many teams within Hilton that will help your application continue working smoothly.
If you encounter an issue, please assess the type and severity and contact the appropriate team.
Please note: Contacting the wrong team - or contacting multiple teams - may result in delays in your issue being addressed. To determine the appropriate action for your issue or inquiry, navigate through the dropdown menus below.

Are you troubleshooting an error?

Are you connecting via switch provider, or Hilton direct?

Is your connection live in production, or being implemented?

Please reach out to your Implementation Manager or API Coach with the error details.

What kind of error are you seeing?

For HTTP4xx errors please first refer to error guide or our FAQ for commonly seen errors and their causes:

To enable us to efficiently investigate your issue, please include the information below and send email to: Distribution_Operations@hilton.com

Application Name or Username (e.g., "dc Partner Name" or "travellink")
Summary of Issue (e.g., 503 Error on Reservations, API Down/No Connection to CRS/Connectivity Issues to XML translator, Etc)
Issue Start Time, End Time (if not on-going)
% or # of transactions impacted (e.g., Approximately 80% failure rate or 200+ errors logged since 9:00 AM ET)
Description (e.g., All/dcres transactions are returning 503 errors, and no bookings are successful.)

Please refer to the error guide or our FAQ for commonly seen issues and their causes:

If your error is not listed in the error reference guides, and if this is a non-critical issue and you are unsure where to route your issue, please contact Third Party Operations for guidance: Distribution_Operations@hilton.com

Please check for any planned outages that may be occurring, wait a few minutes, then retry your request.
If the issue persists or extends beyond the timeframe mentioned in the planned maintenance/outage notification, click here.

Note: If you are not receiving emails related to upcoming maintenance/outages or would like to change the existing email address(es), please send an email to API_Request@hilton.com with the information below:

Partner Name or Username or Client-ID
Email(s) to Add/Remove

Please call the helpdesk and confirm if there is an ongoing issue, or to open a ticket:

+1 (901) 748-7870
+44 (0) 203-467-1572

When prompted to enter Hilton Login ID or OnQ ID, press the pound key (#).

You will be asked to enter your ID three times. If you press pound key(#) all three times, you will be automatically directed to a Support Agent.
If you are in a noisy environment, please mute your phone to avoid the IVR system thinking that you are speaking.

Once you are connected to an Agent, you will be asked for your user ID, OnQ ID or Customer number.

Give your ID as 'guest'.
Tell the agent to reference KB0015855, which links to knowledge article they can use to assist.

Please note the date, time, agent name and ticket # provided.

How are you connecting?

For DerbySoft support inquiries, DerbySoft cache refreshes and DerbySoft portal issues:
Email: Hilton.Support@Derbysoft.net

For DHISCO connectivity related issues:
Contact your DHISCO support representative or
Email: DHISCO Support.

For IBS support inquiries.
Email: HospitalityCustomerSupport@ibsplc.com

For Juniper-related support inquiries and issues.
Email: Integrations@ejuniper.com

What do you need help with?

Please reach out to your assigned Hilton Business contact for:

Strategic opportunities related to channel management
Channel Contract Inquiries
New Connectivity Requests
Channel-impacting Issue Escalation

For assistance with introducing and optimizing channels and products and for third party marketing opportunities: OnlineOptimization@hilton.com

For problems or assistance with existing reservations, including stay-related issues or VCC overcharges, please contact the reservation property.

Hilton's normal CRS maintenance activities will not require downtime.
There will be cases where a system upgrade will impact distribution interfaces, including credit card tokenization for new cards and possible intermittent transaction failures. In those cases, an email will be sent ahead of time with the details and date and time of the outage.

Note: If you are not receiving emails related to upcoming maintenance/outages or would like to change the existing email address(es), please send an email to API_Request@hilton.com with the information below:

Partner Name or Username or Client-ID
Email(s) to Add/Remove

For parity issues: DistributionCompliance@hilton.com

For problems with receiving property images, please reach out to IcePortal Support or Leonardo Support, depending on your Property Images provider.

For issues or questions relating to:

Hotel activations/deactivations
Resort fees, service charges, property taxes
Rate discrepancies/missing rate plans
Dynamic pricing availability
Third party display
Room type discrepancies

Please reach out to: Distribution_Operations@hilton.com

For HTTP4xx errors please first refer to error guide which can highlight meaning of the error:

For IP Whitelisting, click here to send the information below:

Partner name
App Id or client id
JSON or XML
Reason for request (if you are receiving an error, please provide an example so we can confirm the issue)
Prod IPs
Stage IPs

Please reach out to: Distribution_Operations@hilton.com