Follow this guide to solve issues when direct booking rates aren't appearing on your booking engine or are showing as "sold out" when you have availability.
Rate visibility can be affected by "inactive" status, inventory restrictions, occupancy settings, promotional code requirements, or direct booking controls.
Check rates are activated for direct booking
Check direct booking rates are active:
Go to Direct booking > Rates.
Check the Active tab to view all activated rates.
If your missing rates do not appear in the Active list, click the Inactive tab.
Look for your missing rates in the Inactive tab.
Tick the checkboxes next to the rates you want to activate.
Click the blue Activate rates button.
Click Activate rates to confirm.
Note: If the checkbox is greyed out and shows Missing room rate details or Missing room type details, you will need to update the required information before the rate can be activated. Click the ellipsis button (three dots) for the rate, select Edit, fill in the missing details, then return to activate.
Check for inventory restrictions blocking rates
Stop sells and other inventory restrictions can completely hide rates from your booking engine, even if they are activated.
Check inventory restrictions:
Go to Distribution > Inventory.
Click All rates and availability > Direct Booking.
Look at the dates you are testing and check for these restrictions on your missing rates:
Stop Sell: completely blocks bookings and hides the rate
Min stay: hides rate if search does not meet minimum length
Max stay: hides rate if search exceeds maximum length
CTA (Closed to Arrival): blocks check-ins on specific dates
CTD (Closed to Departure): blocks check-outs on specific dates
Check rate plan release period settings
Release periods prevent bookings within a certain number of days before check-in. This can make rates appear "missing" for near-term dates.
Check and adjust release period:
Go to Rooms and rates > Rate plans.
Find the affected rate plan and click Edit.
Under Restrictions and Inclusions, check the Release period setting.
If a release period is set (for example, "2" days), rates will not show for arrivals within 2 days.
Adjust or remove the release period if needed.
Click Save.
Check direct booking controls on rate plans
Direct booking controls add additional restrictions that can hide rates based on dates, booking timeframes, discounts, or device type.
Review direct booking controls:
Go to Rooms and rates > Rate plans.
Find the direct rate showing as sold out or missing and click Edit.
Scroll down to the Direct booking controls section.
Review each enabled control: applicable dates, advertised dates, maximum advance booking dates, dynamic discount restrictions, mobile device restrictions
Check occupancy settings at all levels
Occupancy settings control which rates appear based on guest count.
Check property-level maximum occupancy:
Go to Direct booking > Configuration > Guest display options.
Check the Maximum room occupancy setting.
This setting must match or exceed your highest room capacity across all room types.
If this is set too low (for example, to 2 guests), rates for rooms that accommodate more guests will not appear when guests search for 3+ people.
Check rate plan occupancy:
Go to Rooms and rates > Rate plans.
Click Edit on the affected rate plan.
Check Included occupancy and Maximum occupancy settings.
Included occupancy: the base number of guests included in the rate price.
Maximum occupancy: the highest number of guests allowed for this rate.
Check direct booking rate-level occupancy:
Go to Direct booking > Rates.
Click the ellipsis button (three dots) for the affected rate, then select Edit.
Check Included occupancy and Maximum occupancy settings.
These settings override the rate plan level settings for direct booking only.
Verify the occupancy limits match your intended capacity for this rate.
Check promotional code restrictions
Check if a promotional code is required:
Go to Direct booking > Rates.
Click the ellipsis button (three dots) for the missing rate, then select Edit.
Look for the Restrict rate toggle.
If this toggle is ON, the rate requires a promotional code and will not appear in regular searches.
To make rate visible without promotional code:
Turn off the Restrict rate toggle if you want the rate to always be visible.
Click Save.
The rate will now appear to all guests without requiring a promotional code.
Note: If you want the rate to remain promo-code-only, ensure you have created and distributed the promotional code to your guests. Go to Direct booking > Promotion codes to manage codes.