⚠️ 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. Reservations for unmapped rates cannot be sent to your PMS.

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?

Check the reservation's connectivity status first:

Failed: The booking failed to send - your provider has either rejected the reservation or has not confirmed its delivery
Pending: Contact your PMS provider for a connection reset
Blank (-) missing or Incomplete PMS Delivery Status: These cannot be re-sent. Usually indicates unmapped rates
Delivered but missing: Download the XML file and contact your PMS support
Blank (-) No connectivity status is shown. This usually indicates unmapped rates or that the reservation was created before the PMS integration was configured. These cannot be re-sent.

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 (circular refresh icon ↻) under the Actions column.
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, you cannot resend the reservation delivery to your PMS. These reservations will need to be manually added in your PMS.

Check mapping codes and download the XML file:

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.

Troubleshoot specific delivery statuses

Reservations stuck in "Pending" status

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

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:

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

⚠️ 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

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

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:

Go to your Dashboard
Look for any channel status alerts or connection warnings
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.

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:

Download the reservation XML file (see instructions below)
Send it to your PMS provider
Ask your PMS provider to check their system logs for delivery errors or timeout issues

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 XML files with your PMS provider for investigation

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