Note: This article applies only to standard connected channels (OTAs), and does not apply to Channels Plus or Direct Booking.
Step 1: Always check the channel extranet first
SiteMinder syncs rates directly to your channel extranet, not the channel's public website. Checking the extranet first confirms whether there is a SiteMinder mapping sync issue or a channel-side promotion.
Compare the rate in SiteMinder with the rate in the channel extranet for the same room type, rate plan, stay date, occupancy, currency, and tax settings.
SiteMinder rate differs from the channel extranet: This is a sync or mapping issue. See this guide: Troubleshoot inventory not syncing or displaying correctly on channels.
SiteMinder rate matches the channel extranet, but the public website differs: SiteMinder has successfully delivered your rates through the mapping. The rate difference on the public website is controlled by the channel. Continue reading below.
Why is the rate on an OTA or channel's public website lower or different?
If the rate in your channel extranet matches SiteMinder, but the public website shows a lower or different price, the channel is applying updates on their side.
⚠️ Important: SiteMinder sends inventory updates through the mapping to the channel's extranet. SiteMinder does note control over how a channel displays rates, discounts, or margins on its public website. To investigate these differences, contact the channel (OTA) directly.
Common reasons an OTA or channel's public website displays a different price:
Channel-managed promotions: Member deals, mobile-only discounts, genius programs, or country-specific promotions configured directly within the channel extranet.
Third-party sourcing / wholesalers: The channel is sourcing rates from an affiliated partner, wholesaler, or secondary rate feed.
Extranet rate restrictions: Rules set directly in the extranet, such as early-bird deals, last-minute discounts, cut-off times, or stay-length rules.
Tax/fee display settings: The public website may display rates inclusive or exclusive of local taxes based on the guest's browser location.
To confirm why a public website rate is displaying differently when the extranet rate is correct, please contact the channel's support team directly.