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Troubleshoot a failed reservation delivery to your PMS/RMS/CRS

Fix issues with reservations that fail to deliver, stay pending, or appear to be delivered but are missing from your PMS, CRS, or RMS.

⚠️ Important: This article is for PMS/RMS/CRS delivery issues only. Use this guide when:

  • Reservations are not delivered to your PMS

  • Credit card details are missing in your PMS

  • Guest information is incorrect in your PMS

Note: First, verify the reservation exists in SiteMinder (Reservations page). A yellow banner on the reservation indicates an unmapped rate (the reservation came from a channel/OTA rate that isn't mapped to your platform). Reservations for unmapped rates cannot be sent, or re-sent, to your PMS. (Note: the unmapped rate issue is related to the channel mapping and is separate to mapping in Integrated systems).

If your bookings aren't appearing in your property management system (PMS), revenue management system (RMS), or central reservation system (CRS), or are showing delivery failures in SiteMinder, this is usually due to failed reservation delivery, incorrect mapping codes, or PMS connection issues.

Why was my booking not sent to my PMS/RMS/CRS?

Open the reservation and check the reservation's connectivity delivery status first:

  1. Go to the Reservations page.

  2. Search for the reservation by guest name or arrival date.

  3. Open the reservation and check the Connectivity status column, the room type, the rate plan, and any banner shown on the reservation.

Check for any warning indicators on the reservation page and check the connectivity status to see what failed and what to do next:

  • Yellow banner on the reservation: the reservation came from a rate that is not mapped to your PMS. It cannot be sent to your PMS and cannot be resent. Read the instructions in the banner and manually create the reservation in your PMS.

  • The reservation's room type or rate plan is blank/missing, or showing with a dash/hyphen "-": the rate is not mapped. It cannot be resent. Manually create the reservation in your PMS.

  • Failed: The booking failed to send - your provider has either rejected the reservation or has not confirmed its delivery

  • Pending: your PMS has not confirmed it received the reservation. The platform attempts delivery 10 times within one hour, then changes to Delivered or Failed. No resend is available. If it stays Pending after one hour, contact your PMS provider for a connection reset

  • Blank connectivity status or showing with a dash/hyphen "-": missing or Incomplete PMS Delivery Status. This usually means an unmapped rate, or a reservation created before the PMS integration was set up. These cannot be resent. Manually create the reservation in your PMS

  • Delivered but missing from your PMS: Download the XML or JSON file and contact your PMS support

  • Retryable error: We attempted to send the reservation to the PMS/RMS/CRS but failed. Attempt to resend by clicking the resend button (circular refresh icon ↻)

The reservation shows an "inventory not updated" banner

When a reservation shows the yellow banner "Inventory not updated for [channel name] reservation" with the message "This reservation contained an unmapped channel rate", the reservation came from a rate that was not mapped to the channel. It was received in SiteMinder but was not sent to your PMS, and it cannot be resent.

Read the recommended actions in the banner:

  1. Manually update availability for this reservation.

  2. Manually add this reservation in your PMS.

  3. Ensure room rates are mapped to channels where required.

Note: Mapping the rate only affects future bookings, so reservations made before the rate was mapped cannot be resent even after you fix the mapping.

Resend a failed reservation delivery

If the reservation delivery status to your PMS/RMS/CRS shows Failed or Retryable error, try to resend it to your PMS/RMS/CRS:

  1. Go to the Reservations page.

  2. Find the reservation with a Failed status and click on its status.

  3. Read the error message (it should contain steps to fix the issue) and fix the issue.

  4. Click the resend button (circular refresh icon ↻) under the Actions column.

  5. Click on Resend PMS message.

Important: For unmapped rates, you cannot resend the reservation delivery to your PMS. These reservations will need to be manually added in your PMS.

Reservation keeps failing after resending

Important: For unmapped rates (shows a blank or missing status), you cannot resend the reservation delivery to your PMS. These reservations will need to be manually added in your PMS.

If a reservation with Failed or Retryable error status keeps failing when attempting to resend, check mapping codes and download the XML file:

  1. Go to Distribution > Integrated systems > Rooms and rates mapping.

  2. Click on the PMS rate and select Edit PMS mapping.

  3. Check if mapping codes are missing for the room rate or rate plan.

  4. If mapping codes are missing, resending won't work. You'll need to manually create the reservation in your PMS.

  5. Compare mapping codes between SiteMinder and your PMS to ensure they match exactly.

  6. If all mapping codes are correct, download the XML file and send it to your PMS support for further investigation.

Troubleshoot specific delivery statuses

Reservations stuck in "Pending" status

Contact your PMS provider. This issue typically requires a connection reset on their end.

💡 You can download the reservation XML or JSON file from the Reservations page to share with your PMS provider for investigation (go to Reservations > in the Connectivity status column, click on the delivery status > In the Actions column, click on the download icon > verify with MFA to download the file).

Reservation shows "Delivered" but missing in your PMS

When a reservation status shows as "delivered," it cannot be resent to your PMS. In this case:

  1. Download the XML/JSON file by clicking the download button (downward arrow icon ↓) on the PMS message delivery status history page

  2. Share it with your PMS support team so they can investigate why the reservation wasn't processed on their side.

Fix mapping code issues causing delivery failures

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 > Integrated systems > 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 > Integrated systems > 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 > Integrated systems.

  • 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 > select Edit PMS mapping 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 changes 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.

⚠️ Important: Reservations with unmapped rates cannot be resent to your PMS

If a reservation was made for a room rate that was not mapped to your PMS at the time of booking:

  • The resend button will not work

  • You must manually create this reservation in your PMS

  • Retrieve the reservation details from the channel's extranet and manually create the reservation in your PMS.

Why this happens:

  • Guest booked a rate that wasn't connected to your PMS when they made the reservation

  • System cannot determine which PMS room/rate code to deliver to

  • Reservations made before rate plan mapping cannot drop into PMS automatically, even if you fix the mapping later

  • Fixing mappings will only affect future bookings. Manually enter reservations created during the mapping issue into your PMS.

Check for channel connectivity issues

If you're suddenly not receiving reservations or experiencing issues that started recently, check if there's a problem with the channel connection itself:

  1. Go to the Dashboard page

  2. Look for any channel status alerts or connection warnings

  3. Check if the affected channel shows as connected or if there are any error notifications

Note: There may be temporary outages or performance degradation affecting specific channels. If mapping codes appear correct but reservations still aren't delivering, a channel-side issue could be the cause.

If you see channel connection issues on your Dashboard, wait for the connection to restore or contact SiteMinder Support if the issue persists.

To investigate a specific reservation delivery, download the file in the PMS Message Delivery Status History and forward it to your PMS provider.

Troubleshoot PMS-side delivery errors (when mapping is correct)

If one specific reservation is missing from your PMS but:

  • Other reservations are delivering successfully

  • All rates are correctly mapped

  • Mapping codes match exactly

This indicates a PMS-side delivery error. Your PMS may have rejected or failed to accept this specific booking.

Common PMS-side errors:

  • Delivery timeout: PMS not responding to delivery requests

  • PMS not retrieving: PMS not confirming pending notifications

  • PMS not confirming receipt: PMS receives booking but doesn't send confirmation back

  • System errors: PMS returning error responses (500 errors, etc.)

What to do:

  1. Download the reservation file in the PMS Message Delivery Status History (see instructions below)

  2. Send it to your PMS provider

  3. Ask your PMS provider to check their system logs for delivery errors or timeout issues

Reservation missing because the guest booked a past date

If a reservation is missing from your PMS, RMS, or CRS and the arrival or booking date is in the past, your PMS may have rejected it.

This can happen when the channel allows bookings for the previous day after midnight. The booking comes through for a past date, and your integrated system rejects it because it cannot accept a reservation for a date that has already passed.

To prevent this, contact the channel/OTA and ask them to disable bookings for past dates after midnight.

When should I contact my PMS provider?

  • Reservations stuck in "Pending" status

  • "Delivered" reservations missing from PMS

  • Rates are all correctly mapped but some reservations are not being accepted by your PMS (e.g. error for delivery timeouts, missing reservation details)

  • Repeated failures after fixing mapping codes

  • Need exact room/rate codes from your PMS system

Download and share the file with your PMS provider for investigation

If your PMS provider needs to investigate why bookings aren't syncing, you can download and share the file (XML/JSON) containing your reservation details or mapping configuration. These files help your PMS support team troubleshoot delivery failures, missing reservations, or rate mapping issues.

Note: The file format depends on your PMS. Some PMS providers, such as OHIP, use JSON instead of XML.

When to download and share XML files

Download XML files when:

  • Your PMS provider says they didn't receive the reservation

  • Reservation shows "Delivered" in SiteMinder but is missing from your PMS

  • You need to verify delivery errors or troubleshoot sync issues

  • Your PMS provider requests the booking data to investigate

How to download a specific reservation file for delivery issues

To download the reservation XML/JSON file for your PMS provider to investigate issues such as a specific failed or missing reservation:

  1. Go to the Reservations page and find the reservation.

  2. In the Connectivity status column, click the delivery status (for example, Failed, Retryable error, or Delivered). This opens the PMS Message Delivery Status History window

  3. In the Actions column, click the download icon (downward arrow).

  4. When prompted, verify with multi-factor authentication (MFA).

  5. Open the file with a text editor app such as Notepad or TextEdit.

Alternatively, click the three dots in the upper-right corner of the reservation and select Connectivity Delivery Status History.

How to download mapping configuration / mapping codes

To share mapping codes with your PMS/RMS provider for troubleshooting:

  1. Go to Distribution > Integrated systems.

  2. Click on the tab for your PMS/RMS.

  3. Go to the Rooms and rates mapping tab.

  4. Click the ellipsis button (three dots button).

  5. Select Download rates configuration.

  6. Share the configuration with your PMS to help investigate on their side.

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