Fix issues with reservations that fail to deliver, stay pending, or appear to be delivered but are missing from your PMS, CRS, or RMS.
Resend a failed reservation delivery
If a reservation shows a Failed reservation delivery status, try to resend it to your PMS/RMS/CRS:
Go to the Reservations page.
Find the reservation with a Failed status and click on its status.
Read the error message (it should contain steps to fix the issue) and fix the issue.
Click the resend button under the Actions column.
Click on Resend PMS message.
If the reservation fails again after resending
Go to Distribution > Connectivities > Rooms and rates mapping.
Check if mapping codes are missing for the room rate or rate plan.
If mapping codes are missing, resending won't work. You'll need to manually create the reservation in your PMS.
Compare mapping codes between SiteMinder and your PMS to ensure they match exactly.
If all mapping codes are correct, download the XML file and send it to your PMS support for further investigation.
If reservations are stuck in "Pending" status
Contact your PMS provider. This issue typically requires a reset on their end.
If a reservation shows as "Delivered" but is missing in your PMS
When a reservation status shows as "delivered," it cannot be resent to your PMS. In this case:
Download the XML file.
Share it with your PMS support team so they can investigate why the reservation wasn't processed on their side.
Download a reservation XML file
To download the reservation XML file for your PMS provider to investigate issues:
Go to the Reservations page and find the reservation.
Click on the delivery status in the Connectivity status column.
Then, in the Actions column, click on the down arrow download button.
Open the XML file with a text editor app such as Notepad or TextEdit.
This is useful when:
Your PMS provider indicates they didn't receive the reservation
There's a discrepancy between SiteMinder showing "delivered" but the reservation isn't in your PMS
You need to verify if there were errors in the delivery process
Your PMS needs to check why they didn't accept the booking
Check and fix PMS mapping/codes
If your reservation has not been delivered to your PMS/RMS, a common cause is an issue with mapping codes. This happens when:
The mapping codes (room code/rate code) in SiteMinder do not match exactly with the codes in your PMS (Distribution > Connectivities > Rooms and Rates mapping). This is a common reason for the “Failed because: Delivery of the Reservation was not confirmed by the PMS” message
Missing/blank room rate or rate plan codes (Distribution > Connectivities > Rooms and Rates mapping)
The room rate exists in your PMS but is not yet mapped
To identify and fix mapping/mapping code issues for your PMS/RMS:
Go to Distribution > Connectivities.
Click on the tab for your PMS/RMS.
Go to the Rooms rates mapping tab.
Check if the room rate from the reservation appears in your mapping list. If the room rate is not in the list, filter by "Unmapped" to find and map the rate.
Click on the PMS rate to check if the room code and rate code fields match the codes in your PMS.
If codes are missing or incorrect, enter the exact room code and rate code that matches your PMS.
Click Save to update the mapping.
Note: If you don't know the correct mapping codes, contact your PMS support to get the exact room and rate codes as they appear in your PMS.Make sure to use the exact same codes including spacing and special characters, as even small differences will cause delivery failures.
Download connectivity mapping codes
To share mapping codes with your PMS/RMS provider for troubleshooting:
Go to Distribution > Connectivities.
Click on the tab for your PMS/RMS.
Go to the Rooms and rates mapping tab.
Click the ellipsis button (three dots button).
Select Download rates configuration.
Share the configuration with your PMS to help investigate on their side.