Note: If you have a PMS, to confirm what was actually sent, always check your PMS logs first. Your PMS provider is the only one who can confirm the exact rate, availability, and restriction values sent to SiteMinder for a given room and date: SiteMinder cannot view PMS logs.
Check rate history for future dates
Check the inventory grid for future dates. You can only check the inventory grid for future stay dates. You cannot check past dates in the inventory grid.
Go to Distribution > Inventory.
Navigate to the specific stay date.
Check the rate value in the grid.
Check inventory logs sent from your PMS
To confirm what inventory values were sent from your PMS to SiteMinder, you need to contact your PMS provider directly. SiteMinder cannot view the logs of data sent from your PMS.
Troubleshooting rate discrepancies
If the future rate in the inventory grid is correct, but the channel shows an incorrect rate, check the following:
Check the rate is mapped
Make sure the rate is mapped correctly to the channel:
Go to Distribution > Channels.
Click the ellipsis button (three dots) next to the channel name.
Select Edit room rates mapping.
Filter by Unmapped to see any unmapped rates.
Check your room rates are mapped to the correct channel rates (check the Mapped to drop-down).
Click on the channel room rate, then click Configure, and make sure Start updating channel is set to Yes.
Check there is no partial mapping. The Rates mapped: X of Y counter must show matching numbers.
Check for disabled rates
If a rate is disabled, SiteMinder does not send rate updates to the channel for that rate. The rate may still be live on the channel with an outdated price.
Go to Distribution > Channels.
Click the ellipsis button (three dots) next to the channel name.
Select Edit room rates mapping.
Click the more filters button.
In the Rate update status drop-down, select Disabled.
Hover over the disabled icon (red or yellow triangle warning icon) to see the error message, or click the disabled channel rate and select Audit to view the error history.
Re-enable a disabled rate
Fix any errors that caused the rate to become disabled.
Click on the channel rate, then click Configure.
Make sure Start updating channel is set to Yes.
Click Save.
⚠️ After re-mapping a disabled rate, wait 15 to 30 minutes before checking the channel extranet. Avoid making repeated mapping or price changes during this window, as this resets and delays synchronisation.
Check the channel rate supports rate updates
Not all channels or channel rates accept rate updates from SiteMinder. If a rate is enabled and mapped but still not updating on the channel, the channel rate may not support rate updates. A dash (-) next to the rate in the inventory grid means the channel does not support that update type.
Go to Distribution > Channels.
Click the ellipsis button (three dots) next to the channel name.
Select Edit room rates mapping.
Click on the channel rate, then click Configure.
If Rates appears in blue under Data supported by this channel rate, SiteMinder can send rate updates. If Rates appears in grey under Data not supported by this channel rate, the channel rate does not accept rate updates from SiteMinder, so manage the rate directly in the channel's extranet.
Note: package, derived, and linked rates do not support rate updates because they inherit pricing from a main rate managed by the channel.
Check for multipliers or derived rates
Check for any channel multipliers or derived rates that may automatically adjust the price sent to the channel.
Check for channel promotions
Check the channel extranet for any active discounts or promotions affecting the final price. If a discount was applied directly on the channel, SiteMinder displays the discounted price sent by the channel, not the rate set in inventory. For example, if your inventory rate is €110 and you apply a €10 discount directly on Booking.com, SiteMinder shows €100 on the reservation.
Check if the channel is sending net or commission-inclusive prices
The total on a channel's extranet can differ from what appears in SiteMinder. The channel may be sending net prices when you expected commission included, or commission-inclusive prices when you expected net. Contact the channel to confirm which pricing model the rate plan uses and which price the channel is sending SiteMinder, and ask them to update it if needed.
Investigate rates for past dates
You cannot view rate history for past dates in the inventory grid. To investigate a rate for a booking with a past stay date:
Check your PMS logs first: Contact your PMS provider to obtain historical rate and inventory logs. If your PMS sends rate updates to SiteMinder, it will have records of what rates were sent at the time of booking.
Contact the channel: You must contact the channel support team directly (e.g. Booking.com, Expedia).
Request an investigation: Ask the channel to investigate why the correct rate was sent from your system, but the incorrect rate was booked.
When to contact our support team
Contact our support team if:
You have already contacted the channel directly and need to investigate further with us to prove the rate sent to the channel at time of booking
If the channel is requesting XML logs of inventory (availability, rates, restrictions) updates sent from SiteMinder to the channel (OTA)
Audit log and reservation XML limitations
Note the following limitations when investigating rate changes:
Lifecycle Audit Tool: This tool tracks the categories and dates of configuration changes. It does not track exact inventory values, including:
Specific Rate values sent to channels.
Availability numbers pushed to channels.
Stop Sell restrictions sent to channels.
Pricing or restriction changes made in Inventory.
Reservation XML: The reservation XML file only shows what was sent for a specific reservation from SiteMinder to your PMS. The reservation XML file cannot be used to investigate rate or booking issues that occurred on the channel side (e.g. Booking.com, Expedia).