Hotel-Spider Outage History

Started Oct 21, 2026, 07:00 PM UTC· resolved Oct 22, 2026, 03:20 PM UTC

1. identified Oct 21, 2026, 07:00 PM UTC

   Dear customers, With AI-tools exploring security flaws at a pace the IT industry has never seen before, it was getting clear that sooner or later a bigger flaw would be identified. As you might already have read, two severe security flaws were found in the programming language PHP. PHP is used by approximately 69% to 71% of all websites or Software-as-a-Service platforms. Parts of the Hotel-Spider Platform also rely on the PHP programming language. As such we are also exposed to these two security flaws. Our IT team has been working round the clock to mitigate the effects of these two severe security flaws. Part of their efforts to reduce our exposure to data leakage has temporarily impacted the normal behaviour of our systems.: Some PMS updates have been involuntarily blocked. As a result, you might see some error messages in your PMS system this morning. The importing of reservations has been slightly delayed. The uploading of images is currently blocked in some cases. As we stand, the situation is contained but not fully solved yet. Our IT team will continue to undertake the necessary steps of make sure your guest data is and remains safe within our platform. Please join our IT team in their efforts to secure our platform by securing your user accounts. For this all you need to do it enable the multifactor authentication option on your user accounts. Step-by-step instructions on how to activate MFA can be found in our help-center . Thank you for understanding and for helping us to keep Hotel-Spider secured. Marco Baurdoux CEO

2. resolved Oct 22, 2026, 03:20 PM UTC

   The incident has been resolved.

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Started Oct 15, 2026, 01:16 PM UTC· resolved Oct 16, 2026, 01:33 AM UTC

1. identified Oct 15, 2026, 01:16 PM UTC

   A technical incident is currently impacting the reservation import from Booking.com. Please check Booking.com's extranet for new reservations and enter reservations for busy days manually in your PMS, to avoid double bookings. For updates, please also follow Booking.com's status page: https://connect.booking.com/status

2. resolved Oct 16, 2026, 01:33 AM UTC

   Booking.com has resolved the incident at 03:33am CET last night. Please make sure that all reservations have been entered into your PMS.

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Started Sep 24, 2026, 12:19 PM UTC· resolved Sep 30, 2026, 09:00 AM UTC

1. investigating Sep 24, 2026, 12:19 PM UTC

   Due to a technical issue, HRS is currently not transferring any bookings to our channel manager. We have reached out to HRS to find a solution as quickly as possible. Please enter HRS reservations for busy dates manually into your PMS or contact us to request a manual import. We'll share further updates as soon as possible.

2. monitoring Sep 29, 2026, 03:48 PM UTC

   HRS confirmed that the issue has been resolved and that bookings are being transferred successfully again. We are monitoring the HRS reservation imports and will publish a final status update once we have verified that their transmissions are working reliably.

3. resolved Sep 30, 2026, 09:00 AM UTC

   The incident has been resolved.

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Started Sep 14, 2026, 11:35 AM UTC· resolved Sep 18, 2026, 07:18 AM UTC

1. identified Sep 14, 2026, 11:35 AM UTC

   We are currently experiencing an unplanned degradation from HRS as we are experiencing an elevated level of API errors from HRS. HRS is investigation the issue a we will update as soon as we know more.

2. resolved Sep 18, 2026, 07:18 AM UTC

   The issue was identified and is now fixed. We consider this incident as resolved.

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Started Aug 03, 2026, 12:50 PM UTC· resolved Aug 03, 2026, 03:27 PM UTC

1. investigating Aug 03, 2026, 12:50 PM UTC

   A technical incident is currently impacting the Hotel-Spider platform. We are aware of the problem and we are actively working on getting the situation back to normal. We'll share further updates as soon as possible.

2. identified Aug 03, 2026, 02:00 PM UTC

   The root cause of the problem has been identified and the impacted database server has been restored. Our system is now catching up with all the updates in the queue. Reservation import and transmissions to the PMS systems are processed successfully again. What you should do: Check any reservations that were made on online platforms (OTAs) since 14:00 today, to make sure that they have been imported. If you have very high occupancy in the coming days, we kindly ask you to check and update availability on the most important OTAs manually. That's because PMS/RMS updates might still be delayed until the queue is fully processed. We apologize for the inconvenience. Please don't hesitate to contact us if you need further assistance. We will publish a final status once everything is 100% back to normal.

3. monitoring Aug 03, 2026, 02:24 PM UTC

   The fix has been implemented and we are monitoring the results.

4. resolved Aug 03, 2026, 03:27 PM UTC

   We consider this incident as resolved.

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Started Apr 20, 2026, 12:30 PM UTC· resolved Apr 21, 2026, 08:15 AM UTC

1. identified Apr 20, 2026, 12:30 PM UTC

   A technical incident is currently impacting our Spider-Booking web booking engine. An error occurs at the end of the reservation process. You, as the hotel, will receive an email notification in this moment with the following subject: "Booking engine reservation failure" The booker might not be aware that the reservation failed. Please contact the booker to confirm the reservation details and then enter the reservation manually in your PMS. The reservation will not be re-sent by our system at a later stage. Our tech team is working on a solution to fix the issue as quickly as possible. Other parts of our platform are not affected. We'll share further updates, soon. Thank you for understanding.

2. resolved Apr 21, 2026, 08:15 AM UTC

   The issue on our WBE has been resolved. New bookings can now be successfully completed and will be submitted to your PMS. We apologise for any inconvenience this may have caused.

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Started Mar 28, 2026, 10:00 PM UTC· resolved Mar 29, 2026, 09:20 AM UTC

1. investigating Mar 28, 2026, 10:00 PM UTC

   Some parts of the Hotel-Spider platform is currently experiencing some issues involving the authentication. We are looking into it.

2. monitoring Mar 29, 2026, 07:48 AM UTC

   The symptoms of the login issues have been solved. We are checking reservations.

3. resolved Mar 29, 2026, 09:20 AM UTC

   All services have been restored to norrmal. Reservations queued during the outage have been transmitted. Some hotels might have received a few e-mails more than once.

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Started Feb 27, 2026, 09:00 AM UTC· resolved Mar 03, 2026, 11:09 AM UTC

1. investigating Feb 27, 2026, 09:00 AM UTC

   A technical incident is currently impacting the Hotel-Spider platform. Reservations to and updates from some PMS are being processed with delays. You may also have difficulities logging into our extranet. The incident is acknowledged and investigated. More information will follow as soon as we know more. We apologize for the inconvenience.

2. investigating Feb 27, 2026, 02:31 PM UTC

   Our IT team believes to have found the root cause of the caching & login issues. They are currently deploying a fix for it. We are hoping to see improvements on the system performance in about 30 minutes. Thank you for your patience! We'll share further updates as soon as possible.

3. monitoring Feb 27, 2026, 03:22 PM UTC

   The fix has been deployed successfully and we have rebooted our servers. You should now be able to login to our platform as usual. During the server reboot you may have received a few warning messages from your PMS/RMS, saying that our system could not be reached. We'll continue monitoring the systems closely during the next hours, to ensure that everything is 100% back to normal. Apologies for any inconvience the issues may have caused.

4. monitoring Feb 27, 2026, 09:54 PM UTC

   Dear customer, dear partner, We have been able to identify the root cause of the problem that led to the slow responses of our system. The necessary configuration changes have been applied immediately. We are happy to announce that the overall performance of our system is good again. We are currently processing reservations that are still queued . Additionally we'll repush any updates that might have been delayed or blocked during the day. We will continue to monitor the situation for the following hours.

5. monitoring Mar 03, 2026, 11:09 AM UTC

   "Reservation transmission to PMS (PMS CONNECTION)" is Operational

6. monitoring Mar 03, 2026, 11:09 AM UTC

   "Updates from property management system (PMS) (PMS CONNECTION)" is Operational

7. resolved Mar 03, 2026, 11:09 AM UTC

   All components are Operational

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Started Dec 31, 2025, 11:00 PM UTC· resolved Jan 02, 2026, 06:27 AM UTC

1. monitoring Dec 31, 2025, 11:00 PM UTC

   Dear customer, dear partner, A temporary database overload was detected this morning. It started shortly after midnight on 01.01.2026. After initial remediation actions, additional computing resources were deployed. As a result of this overload, the autocompletion of some reservations has been delayed. At the time of this message 18:30, the entire Hotel-Spider platform is stable and fully functional.

2. resolved Jan 02, 2026, 06:27 AM UTC

   Dear customer, dear partner, The incident is now considered as resolved.

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Started Nov 18, 2025, 12:00 PM UTC· resolved Nov 18, 2025, 06:30 PM UTC

1. investigating Nov 18, 2025, 12:00 PM UTC

   One of our 3rd party service providers is currently experiencing an internal technical degradation. This is impacting - the reservation import from all OTAs - the completion of WBE reservations with credit card guarantee The service provider is focused on restoring service. We will post an update as soon as we receive further information.

2. investigating Nov 18, 2025, 02:14 PM UTC

   We would like to share some additional information about the current incident: The affected 3rd party platform is Cloudflare - one of the biggest CDN providers worldwide. We are using their service to process and save credit card details in reservations. Cloudflare's outage is impacting processes where credit card details are being transmitted from and to other platforms: OTAs from which our channel manager pulls reservations that contain credit card details (e.g. Booking.com, Expedia, ...) PMSes to which our channel manager pushes reservations that contain credit card details (e.g. Apaleo, MEWS, ...) We'll share further updates as soon as possible. Cloudflare's status page is also continuously being updated: https://www.cloudflarestatus.com/

3. monitoring Nov 18, 2025, 06:20 PM UTC

   Cloudflare's global network issue is now considered as resolved. Their engineering teams - as well as our team - continue to closely monitor the performance of the platform. New reservations are being processed successfully again. We have done all we could to (re-)import earlier bookings subsequently. Nevertheless, we strongly recommend that you double-check the bookings made today, 18 November 2025, between 01:00pm and 07:00pm CET on the following platforms: - STC - Reconline - Expedia - Booking.com - SimpleBooking - Agoda - Bookassist - Rezonline - Sunhotels - Hostelworld - Mirai - Keytel Should you find that reservations are still missing, please reach out to our customer care team ( [email protected] ).

4. monitoring Nov 18, 2025, 06:30 PM UTC

   "SPIDER-BOOKING WBE" is Operational

5. monitoring Nov 18, 2025, 06:30 PM UTC

   "Reservation transmission to PMS (PMS CONNECTION)" is Operational

6. resolved Nov 18, 2025, 06:30 PM UTC

   All components are Operational

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