This article covers the most common channel connection and mapping errors and how to fix them.
Channel connection errors
Could not connect to channel
If you receive "Could not connect to channel" when attempting to connect, common causes are:
Connection not properly established:
Did you enable the connection in the channel’s extranet? If you see the error message "Your XML connection for [channel name] has not been enabled for your hotel and Channel Manager", it means you have not successfully activated the connection in the channel’s extranet yet.
Steps to connect:
Activate the connection in the channel's extranet (request SiteMinder as connectivity provider)
Connect the channel in your platform
Allow 24-48 hours for "Awaiting setup" status to complete (most channels)
Incorrect channel credentials:
Incorrect property code, username, or password provided by your channel. Contact your channel's support team for correct credentials, then ask our support team to update your details in channel settings - you cannot update these yourself.
Channel stuck in "Awaiting setup"
"Awaiting setup" status is normal for some new channel connections and typically takes 24-48 hours. During this time, the connection is being established, our team may reach out for additional credentials, and you'll receive an email when the channel is ready.
Note: "Awaiting setup" applies to standard channel connections only and does not apply to Channels Plus. To check whether a Channels Plus channel is live, search for your property on the channel's website using your property name and location.
Some channels skip the "awaiting setup" stage. Once the channel connected, the channel status will show as "Disabled" until the connection is enabled. These channels include:
Airbnb
Agoda
Booking.com
Expedia
Hotelbeds
Tripadvisor Instant Booking
If setup takes longer than 48 hours for a standard channel connection, check the following. (Note these steps don't apply to Channels Plus channels):
If setup takes longer than 48 hours, check the following:
Check the channel was connected successfully. Once connected the channel will display in Distribution > Channels > My channels tab. Check the channel status.
Log in to the channel's extranet and navigate to connectivity or channel manager settings.
Verify SiteMinder appears as connected, with both Rates/Availability and Reservations connected (if applicable).
Confirm your property status shows as Active.
Check your property code matches exactly between the channel's extranet and your platform (Distribution > Channels > channel settings).
Confirm you've selected the correct connectivity provider (for example, "SiteMinder RDX").
If you've completed the checks above, contact us with your channel name, how long it's been waiting, and your property code.
Mapping errors
Data not supported for a channel rate
Check if inventory data is supported/compatible for a channel rate:
Go to Distribution > Channels.
Click the ellipsis button (three dots button) next to the channel.
Select Edit room rates mapping.
Click on a channel rate > click Configure.
Supported inventory types will show in blue under the heading Data supported by this channel rate. This data can be updated and sent to the channel.
Inventory types not supported will show in grey under the heading Data not supported by this channel rate. These inventory types are not supported and cannot be sent to the channel. These will show as (-) blank cells in the inventory grid.
"No rates available to map"
What this means: The system could not find any room rates from the channel.
Common causes:
All room rates on this channel have already been mapped.
No room rates exist in the channel's extranet
Room rates were recently created (need 60+ minutes to sync)
Multiple room rates with the same name or description. Ensure all channel room rates’ names are unique
How to fix:
Log into the channel extranet and create the room type and at least one rate plan
In the channel extranet, set the room type and rate plan to active
Check that the room rate name is unique
Contact the channel's support team if you need assistance
Once you've completed these steps, refresh your browser then go to Distribution > Channels > Room rates mapping and click the Refresh button to sync rates from the channel. If the room rate is still not appearing for mapping and you have already created the rate in the channel extranet and confirmed it is active and uniquely named, contact your channel’s support team to confirm the rate is set up correctly on their side. A rate must be retrievable from the channel before it can be mapped in SiteMinder.
Note: for some channels you may have to wait 60 minutes after creating the room rates in the channel extranet.
I'm getting "All room rates on this channel are currently mapped" error
All available channel rates are already mapped, or rates can't be retrieved from the channel.
Fix:
Ensure you have created all corresponding rates in the channel’s extranet
Click Refresh button next to "Rates mapped: X of Y"
Verify channel is enabled (green status)
Check property code is correct in channel settings
Confirm rates exist and are active in channel's extranet
Wait 60 minutes if rates were recently created
Trying to map but get a "Failed to retrieve" status
"Failed to retrieve" usually means connection or credential issues.
Check:
Credentials/property code are correct
SiteMinder RDX connection is active in the channel extranet
There are active room rates in the channel extranet
Note: To verify your property code (Hotel ID), go to Distribution > Channels, click the ellipsis button (three dots) next to the channel, select Edit channel settings, and confirm your property code matches exactly what the channel assigned.
"0 mapped rates" or "Rates mapped: 0 of 0"
What this means: The system can't retrieve any rates from the channel.
Common causes:
New connection still processing (24-60 hours needed)
Property code/Hotel ID mismatch
Incorrect or missing channel credentials (username/password)
No active rates in channel extranet
Connection not properly established
Connection to SiteMinder not activated by the channel
How to fix:
Step 1: Check your retrieval status
Look at "Rates mapped: X of Y" at the top right
If you see "0 of 0" → Connection or credential issue (continue to Step 2)
If you see "X of Y" where Y is not 0 → Rates exist but may need refresh (skip to Step 4)
If you see "Requesting rates" → The system is still retrieving rates. Wait for the process to complete before taking further action
Step 2: Verify connection is active
Go to Distribution > Channels
Check channel status shows as "Enabled" (green)
Log into channel extranet and confirm SiteMinder is connected with both Rates/Availability and Reservations enabled
Step 3: Verify credentials match exactly
Property Code: Must match exactly between channel extranet and your platform. If it needs updating, contact our support team
Username/Password: Check these are correct (if required by channel)
Go to Distribution > Channels > Channel settings to review
Contact our support team if credentials need updating
Step 4: Refresh to retrieve latest rates
Go to Distribution > Channels > Edit room rates mapping
Click Refresh button next to "Rates mapped: X of Y"
Wait 60 minutes if rates were recently created in channel extranet
Step 5: For persistent issues
Try disconnecting and reconnecting SiteMinder RDX in channel extranet
After reconnecting: Allow 24 hours for the connection to re-establish before attempting to map rates again
If you have already created the rate in the channel extranet and confirmed it is active and uniquely named, contact your channel’s support team to confirm the rate is set up correctly on their side.
If the issue persists after all steps above, contact our support team for assistance. When contacting us, have ready: your channel name and how many rates are missing
Room rates are missing from the available list to be mapped
If you’re trying to map your room rates to a channel but some rates are missing from the available list:
Check rate is active: Log in to your channel’s extranet and check if the room rates exist and are active. For help, contact the channel’s support team directly.
Rate name appears different than expected: Compare with your channel's extranet - names may vary between systems. Log into your channel's extranet to confirm the exact rate name
Rate already mapped elsewhere: Check your existing mappings first. The rate might already be mapped to a different room rate. Disconnect from incorrect mapping before remapping
Duplicate names in channel extranet: System won't display duplicate rate names. Ensure all rate names are unique in your channel's extranet, then wait 60 minutes before mapping
Rate is a package, derived, or linked rate: These additional rate types don’t appear in the Unmapped filter, even though they can be mapped. Click Configure on an existing mapped rate in the Channel room rates column, then select the rate type from the drop-down
Rate is a derived rate on Booking.com: For example, a Booking.com rate shown as “X% cheaper” or “X% more expensive than [rate name]” in the Booking.com extranet is a derived rate managed by Booking.com and cannot be mapped. Set it to a standalone (not derived) rate in the Booking.com extranet, then wait 60+ minutes and refresh
Wait at least 60 minutes after creating new room rates in the channel’s extranet for the room rates to sync from the channel.
Then click Refresh to get the latest list of channel room rates available to map:
Go to Distribution > Channels.
Click the ellipsis button (three dots button) next to the channel.
Select Edit room rates mapping.
Click Refresh next to Rates mapped.
Wait a few minutes for the update.
⚠️ If you are trying to map additional rate types for a rate you’ve already mapped (such as package, derived, or linked rates), these won’t show in the Unmapped list. Click Configure on the existing mapped rate and select a different rate type from the dropdown.
Note: If you have active rates on the channel that do not yet exist in your platform, you must either create the new rates in your platform (and map them to your PMS if you have one) or remove the redundant rates via the channel’s extranet.
Contact channel support: If rate still doesn't appear, verify with your channel's support team that the rate is properly configured and active. For Airbnb specifically, check the listing is published and not in snooze status.
I’ve confirmed my rates exist and are active in the channel extranet but still can’t map them
If you have already created the rate in the channel extranet and confirmed it is active and uniquely named, contact your channel’s support team to confirm the rate is set up correctly on their side. A rate must be retrievable from the channel before it can be mapped in SiteMinder.
My Booking.com room rate is not available to map
A Booking.com rate will not appear in your mapping options if it is a derived rate, is managed directly on Booking.com, or has a duplicate name.
Derived rates
A Booking.com rate plan derived from another rate plan cannot be retrieved for mapping. SiteMinder can only map a Booking.com rate set up as a standalone (not derived) rate.
In the Booking.com extranet, you can tell which is which from the rate’s price column:
mapped from SiteMinder - RDX: the rate is set up correctly and can be mapped
X% cheaper / X% more expensive than [rate name]: the rate is derived and managed only by Booking.com, so it cannot be mapped
NOT XML: the rate is managed directly in the Booking.com extranet and is not connected to SiteMinder. Manage its pricing, restrictions, and availability in the Booking.com extranet
⚠️ A derived rate cannot be mapped. You must first make it a standalone or 'manual' rate in the Booking.com extranet. Log into your Booking.com extranet:
Change the derived rate’s settings to a standalone or 'manual' rate, or
Create a new standalone rate plan (not derived from another rate)
Wait 60+ minutes and refresh the mapping list
Contact Booking.com support for help changing a rate’s setup.
Duplicate rate names
If two room rates have identical names in the Booking.com extranet, Booking.com will not send the rate to SiteMinder for mapping. Make sure each rate name is unique, then wait 60+ minutes and refresh.
Why aren’t my rates and availability updating for far future dates?
Each channel has a maximum period for how far ahead you can update rates and availability. If you set rates or availability for dates beyond a channel’s limit, those dates cannot be updated on that channel. For example, Agoda has a maximum inventory update period of 372 days, so you can send rates and availability to Agoda for dates up to 372 days in advance.
Booking.com errors
Error: "Connecting Booking.com failed. The connection between Booking.com and SiteMinder is already active"
This error means your Booking.com property code is already linked to another active account or old account.
To resolve this:
Log in to your Booking.com extranet.
Disconnect SiteMinder as your connectivity provider.
Contact our support team so we can update the property code/remove it from the old account.
Once our team confirms the code has been corrected, reconnect Booking.com.
Why are my minimum stay restrictions not updating on Booking.com?
This usually indicates a configuration mismatch between your platform and Booking.com regarding how minimum stays are calculated ("Arrival" vs "Through Stay").
Note: If a guest was able to book for fewer nights than your minimum stay (for example, booking 1 night when the minimum is 2), it is likely due to this same configuration mismatch.
Check Booking.com's setup:
Log in to your Booking.com extranet (your Booking.com account)
Go to Rates and availability > Calendar > MinStay
Click the "?" help icon to see the explanation
Update your platform settings:
Go to Distribution > Channels > Booking.com > Channel settings and update "Use Length of Stay on Arrival" to match:
Set to "No" if Booking.com uses "Minimum length of stay".
Set to "Yes" if Booking.com uses "Min. stay from arrival".
Important: We can only sync one type of rule. If your Booking.com calendar has both types, pick one to match your platform settings and manually remove the other from Booking.com.
Error: "Failed to map room type, please try again later" (Booking.com Enhanced Sync)
If you see this error when mapping a room type in Booking.com Enhanced Sync, it means required room type configuration is missing in your platform.
How to fix:
Go to Rooms and rates > Room types.
Click on the affected room type.
Make sure all required fields are complete and valid, including: room size, bathrooms, view, amenities, amenities and facilities, and any other fields marked as required for your property
Save the room type.
Go to Distribution > Channels > Booking.com > Room types mapping.
Try mapping the room type again.
Other "Failed to... please try again later" errors in Booking.com Enhanced Sync
If you are seeing similar "Failed to create/update rate plan, please try again later" messages when creating or updating rate plans for Booking.com Enhanced Sync, check all required fields in the rate plan configuration are filled out, then try again.
Error "Your property is not configured on Booking.com to accept short-term rentals"
If you see the error "Your property is not configured on Booking.com to accept short-term rentals", you need to update your property classification directly with Booking.com. This is not a SiteMinder setting.
Update the setting in the Booking.com extranet, or contact Booking.com directly for assistance.