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Learn about common mapping error messages

Errors and error messages you may encounter with your channel room rates, and how to resolve them.

Updated over a week ago

Updates disabled / Disabled channel rates errors

Note: A channel room rate — or an entire channel — may become temporarily automatically disabled if there is a conflict between certain settings. Until the issue is resolved:

  • No inventory updates will be sent to the channel(s)

  • Reservations may not be delivered to your platform

  • The channel continues selling based on old availability data, creating overbooking risk

You must first resolve the issue, then re-enable the room rate or channel.

If a channel or channel room rate becomes automatically disabled, you will be notified (if notifications are enabled). The error message will also be shown in the channel rate configuration or dashboard status.


Re-enabling channels and rates after fixing errors

Once you have resolved the issue, you'll need to re-enable the channel or channel room rates:

To enable a channel: Go to Distribution > Channels, click the ellipsis button (three dots) next to the channel, select Update channel settings, and click "Enable the connection to [channel name]".

To enable a channel rate: Go to Distribution > Channels, click the ellipsis button (three dots), select Edit room rates mapping, click on the disabled rate > Configure, set "Start updating channel" to Yes, and click Save.


"All room rates on this channel are currently mapped"

What this means: The system believes all available channel rates have already been mapped.

Common causes:

  • All channel rate types are already mapped

  • No room rates exist in the channel's extranet

  • Room rates were recently created (need 60+ minutes to sync)

How to fix:

  1. First try: Go to Distribution > Channels > Edit room rates mapping > click Refresh button

  2. Create rates in channel extranet first: Log into channel extranet, create rate plans, wait 60+ minutes, then refresh in your platform

  3. Check mapping status: Look at "Rates mapped: X of Y" - if Y shows 0, there's a connection problem


"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

  • No active rates in channel extranet

  • Connection not properly established

How to fix:

  1. Verify property code: Check it matches exactly between channel extranet and your platform (no typos/spaces)

  2. Check channel extranet connection: Ensure SiteMinder shows as connected with both Rates/Availability and Reservations enabled

  3. Wait for new connections: Allow 24-60 hours for initial setup


"Unable to locate" channel rate

What this means: Your platform can't find a previously mapped rate on the channel's system.

Common causes:

  • Rate was deleted, suspended, or changed on the channel

  • Rate expired (common with contract-based rates)

How to fix:

  • To disconnect: Click the rate > Disconnect from channel

  • To reconnect: Verify/recreate the rate in channel extranet, then re-map

Note for Airbnb: "Unable to locate" may show while approval off the listing is pending with Airbnb


Channel stuck in "Awaiting setup"

Normal timeframes: 24-48 hours for most channels

If stuck over 48 hours:

  1. Verify SiteMinder connection is active in channel extranet

  2. Check property code matches exactly

  3. Contact us with your channel name and property code


Conflict with channel thresholds

Channel room rates may become automatically disabled if values exceed accepted limits:

Length of stay conflicts: Minimum stay higher than Maximum stay - fix by adjusting stay restrictions for affected dates

Rate threshold conflicts: Price too low or too high for channel limits - adjust rates to fall within acceptable range

Settings mismatches: Channel rate settings don't match channel extranet setup - ensure mapping configuration matches channel exactly


A channel requires placeholder rates before mapping, but none have been set

Channel room rates may become automatically disabled if the channel requires placeholder values in their inventory grid for future dates (for example 999), but placeholder values have not been set. Your platform would override these placeholder values during the first update. This typically happens if you recently connected the channel or mapped the channel rate.

The channel rate contract needs to be extended

A contract with a channel usually includes a minimum number of dates for availability that must be sent, often around 400 days. An error may occur if you are sending less availability than the contract requires. Contact the channel to extend your contract terms.

Could not connect to channel

If you receive "Could not connect to channel" when attempting to connect:

Common causes:

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.

Connection not properly established: You need to:

  1. Connect the channel in your SiteMinder platform

  2. Enable the channel in your platform's channel settings

  3. Activate the connection in the channel's extranet (request SiteMinder as connectivity provider)

  4. Allow 24-48 hours for "Awaiting setup" status to complete

Note: New connections showing "Awaiting setup" for 24-48 hours is normal. Contact us only if it remains in this status longer than 48 hours.


Inventory not syncing to channels

If rates, availability, or restrictions aren't updating:

Check these first:

  • Channel status shows "Enabled" with green indicator

  • Check that the channel supports receiving the inventory updates

  • All rates properly mapped with "Start updating channel" = Yes

  • No disabled rates (yellow warning triangles)

  • Check if there are slow updates affecting the channel or channel connection interrupted messages on Dashboard

Manual refresh: Go to channel mapping, click each rate > Configure > Save (without changes), wait 15-30 minutes

Remember: Disabled rates don't receive updates and must be re-enabled first. Disabling only stops updates - it doesn't remove rates from the channel.

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