If a channel room rate or channel has become automatically disabled, inventory updates stop sending to the channel and you risk overbookings. This article explains the common reasons rates become disabled, what each error message means, and how to fix the issue and re-enable the rate.
About "Updates disabled" errors
A channel rate, or an entire channel, may become temporarily automatically disabled if there is a conflict between certain settings. Until the issue is resolved:
There is an updates disabled error
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. Hover over the disabled icon (red/yellow triangle warning icon) in the mapping list to see the error message.
Common causes
Common errors that cause disabled channels or disabled rates:
Rate pricing mismatches: Rate set falls below the minimum rate
Occupancy configuration errors: Occupancy settings do not match the channel’s extranet, included occupancy exceeds maximum occupancy, maximum occupancy exceeds channel limits, required occupancy settings are missing, or invalid extra charge configurations
Rate calculation errors: Invalid rate multiplier settings, or negative or zero rates
Configuration conflicts: Configuration mismatch between your platform and the channel, settings enabled that the channel doesn't support, incompatible restriction settings, configuration was updated on the channel
Connection issues: Channel connectivity problems, mapping errors with channel extranet, or mismatched rate type configuration
Currency mismatch: The channel connection may be disabled if the currency in your channel settings does not match the currency in your channel extranet
Conflict with channel thresholds
Channel room rates may become automatically disabled if a value in the Inventory or mapping configuration is either below or above the accepted threshold. Examples of why this would occur:
Maximum length of stay and Minimum length of stay conflict: An error will occur if you are attempting to set a Minimum length of stay higher than the Maximum length of stay that is currently set (it must always be lower). Fix this conflict by either increasing the Maximum length of stay or decreasing the Minimum length of stay for the affected dates, then re-enable the rate.
Rooms don’t accept additional charges: Your rate includes extra charges but the channel’s room setting doesn’t allow them. Go to Distribution > Channels > [Channel] > Edit room rates mapping, click Configure on the disabled rate, remove any additional charges from the rate configuration, match the occupancy settings with your channel’s extranet room setup, set “Start updating channel” to Yes, and click Save.
Settings mismatches: Channel rate settings don’t match channel extranet setup (for example, breakfast settings). Ensure mapping configuration matches channel exactly, then re-enable any disabled rates.
Why does my rate keep getting disabled for a price that’s too high or too low? (“Fee exceeds maximum limit”)
A channel rate can be automatically disabled when the rate is too low or too high for the channel to process. Depending on the channel, the error may read “Fee exceeds maximum limit”, or on Agoda, “You have set a rate which is outside the Agoda maximum and minimum for this room”. This happens when a value in your inventory, rate plan, or mapping configuration falls below or above the channel’s accepted price threshold.
Check the affected room rate across all future dates for unusually high or low prices, fees, or adjustments, and correct the value wherever it is set:
In the inventory grid: go to Distribution > Inventory and correct the affected values. The Inventory calendar covers 725 days, so check all affected dates
Check that the rate plan’s default rack rate is not set unrealistically high for future dates.
Check the channel’s Rate multiplier in Channel settings, and the mapped channel rate override, and correct any values that are too high or too low.
For Booking.com, check the Booking.com extranet for excessive rate linking or other linked-rate adjustments.
After correcting the values, re-enable the rate:
Go to Distribution > Channels > [channel] > Edit room rates mapping.
Select the affected disabled rate and click Configure.
Set “Start updating channel” to Yes.
Click Save.
If you are unsure of the channel’s accepted price limits, contact the channel directly.
Disabled channel rate error: room does not allow extra charges
If your channel rate is automatically disabled with the message "Room does not allow extra charges", it means the extra charges are not configured in the channel’s extranet.
To resolve this, you need to reconfigure your channel room rate mapping:
Go to Distribution > Channels > [Channel name] > Edit room rates mapping.
Click on the disabled rate, then click Configure.
Go to Extra / Discounts.
Click the padlock icon to unlock the fields if they are locked.
Clear the Extra Adult Amount and Extra Child Amount fields: remove all values, including "0", leaving both fields blank.
Click Save.
Set "Start updating channel" to Yes and click Save to re-enable the rate.
Why does my rate keep getting automatically disabled due to a pricing model mismatch?
This occurs when the pricing model setting (Occupancy-Based vs. Standard/Per Day) set for SiteMinder does not match the channel.
When these pricing models do not align, the following issues occur:
Rates auto-disable repeatedly
Single guest pricing errors
Occupancy settings conflicts
You cannot maintain an "enabled" status for the rate
How to fix the conflict: To resolve this, your pricing setup must match exactly between the channel and SiteMinder. Contact the channel to confirm if you are using Occupancy-Based Pricing (OBP) or Standard Pricing (PDP), then contact our support team to ensure we match this setup. For all channels (except Booking.com and Expedia), contact our support team to update your SiteMinder pricing model to match the pricing model set for the channel.
Why does my rate keep getting disabled because the occupancy doesn’t match the channel?
A channel rate can be automatically disabled when the occupancy set on the rate does not match the occupancy set in the channel’s extranet. This is often shown as the error “Please check and amend the Maximum Occupancy on this room rate to match what is set on the channel before re-enabling.”
Your Included occupancy and Maximum occupancy on the rate must match the room’s occupancy setup in the channel’s extranet. Check the occupancy in the channel’s extranet, then correct the occupancy on the affected rate to match before you re-enable it.
For Agoda: how to set Maximum occupancy
In the Agoda extranet, Maximum occupancy is the room’s Base occupancy plus the Number of extra beds.
In your platform, set the configuration to match:
Set Included occupancy to Agoda’s Base occupancy
Set Maximum occupancy to the total of Agoda’s Base occupancy and Number of extra beds (this equals Agoda’s Max. occupancy)
Extra capacity comes from the Number of extra beds, not Additional guests allowed.
💡 Example: Base occupancy 3 plus 2 extra beds gives a Max. occupancy of 5. Set Included occupancy to 3 and Maximum occupancy to 5.
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.
"Unable to locate" channel rate or "This room rate on your Channel Manager is not connected to a valid room/rate on [CHANNEL]"
If you are seeing an "Unable to locate" or room rate not found error in mapping, it means your platform can't find a previously mapped rate on the channel's system anymore. The rate still exists in your platform, but the channel can't match it on their side.
This typically means the rate was:
Deleted from the channel extranet
Suspended or deactivated on the channel
Changed: for example, the name or configuration was modified
Expired: this is common with contract-based rates
⚠️ Inventory updates will not be sent to the channel when a rate can't be located.
How to fix:
In Distribution > Channels > [Channel] > Edit room rates mapping, you will see two columns:
Channel manager (left): your SiteMinder room rate
Channel room rates (right): the channel's rates
Re-map the rate
If the rate still exists on the channel and you want to reconnect it:
Log in to the channel's extranet and verify the rate still exists. If it is missing, create it again.
Go to Distribution > Channels > [Channel] > Edit room rates mapping.
In the Channel room rates column, click on the channel rate name showing "Unable to locate" and select Configure.
Select the correct rate from the channel in the drop-down menu.
Set "Start updating channel" to Yes.
Click Save.
💡 If you don't see the channel rate in the drop-down, make sure the rate plan is active in the channel's extranet and is not linked to another rate plan, then wait about 60 minutes before trying again.
⚠️ Booking.com Enhanced Sync: For Booking.com Enhanced Sync only, there is no Configure option when channel rates show the error "Unable to locate". The only option is to Disconnect from channel. To fix, disconnect the rate, then map it to the correct rate.
💡 You can also disconnect and remap instead. Select the channel rate showing “Unable to locate”, select Disconnect from channel, then map the rate again to the correct channel rate.
Disconnect the rate
If the rate is no longer needed, for example, the channel rate was intentionally deleted or is no longer in use, or you want to disconnect to map again from scratch, disconnect it from your mapping:
Go to Distribution > Channels > Edit room rates mapping.
In the Channel room rates column, select the channel rate name showing "Unable to locate".
Select Disconnect from channel.
Confirm the disconnection.
Note for Airbnb: "Unable to locate" may show while approval off the listing is pending with Airbnb
Channel offer-ID has errors / Please correct the following errors to proceed with your request
Common causes:
Multiple users attempting to map the same room simultaneously
Browser cache or session conflicts
Temporary connection issues between systems
How to fix:
Step 1 - Refresh and ensure single-user access:
Refresh your browser page and click the refresh button on the rate indicator. Ensure only one person is mapping the room at a time - no other users or SiteMinder staff should be mapping from different locations simultaneously.
Step 2 - Try basic troubleshooting:
If the error persists, try these steps: refresh the page and try again, open your browser in incognito or private mode, clear your browser's cache and cookies, make sure JavaScript and third-party cookies are enabled in your browser settings, connect to a different network or deactivate any VPN, try using a different device, update your browser to the latest version, or if using Google Chrome make sure Google Translate is turned off (check your browser's language settings).
Booking.com disabled rate errors
Booking.com rate automatically disabled with an error about minimum stay being higher than maximum stay
If you're getting an error about minimum stay being higher than maximum stay and seeing the error message: "You are setting a minimum stay that is higher than your maximum stay", this indicates conflicting restrictions (like requiring minimum 3 nights but maximum 2 nights).
Find and fix minimum stay conflicts for Booking.com
Here's how to find and fix the conflicting stay restrictions (MinStay vs MaxStay settings) when you're getting the minimum stay higher than your maximum stay error:
Go to Distribution > Inventory
Click All rates and availability at the top left
Choose Booking.com from the dropdown
Click MinStay and MaxStay to see your stay restrictions
Look through your calendar dates to find restriction conflicts - you're looking for dates where your maximum stay (MaxStay) is lower than your minimum stay (MinStay)
Fix the conflicts by making sure maximum stay is always equal to or higher than minimum stay
Click Save
Re-enable your rate updates by going to Distribution > Channels > Booking.com > Edit room rates mapping > click on the channel rate and select Configure > change "Start updating channel" to "Yes"
Important: If you use a PMS/RMS/CRS that syncs maximum stay (MaxStay) and minimum stay (MinStay): Always make these restriction updates directly in your connected system.
Error: "This room is connected to a rate plan which has been set up on Booking.com without the option to set a single-use rate per night"
If your Booking.com rate is automatically disabled with this error, try one of these fixes:
Option 1: Remove single guest discount from your platform (Quickest fix):
Remove the "single guest discount" setting from your platform (delete the value completely, do not just set to 0) via Distribution > Channels > Booking.com > Edit room rates mapping. Once saved and updates are re-enabled, set the discount directly in your Booking.com account under Rates and availability > Pricing per guest.
Option 2: Ask Booking.com to enable advanced rate settings:
Contact Booking.com support and ask them to enable "rate level occupancy" for your rate plan. Once confirmed, re-enable the rate in your platform via Distribution > Channels > Booking.com > Edit room rates mapping by setting "Start updating channel" to "Yes".
Note: For Agoda, the Single Guest Discount on your Agoda room rate mapping can also affect the rate being sent.
Error: "The connection to Booking.com has been disabled because the connection to Booking.com was unsuccessful"
How to fix:
In your Booking.com extranet, check that SiteMinder - RDX is set as your connectivity provider
Go to Distribution > Channels > Booking.com > Channel settings and click "Enable connection to Booking.com".
Hotelbeds error: "Inventory needed to update this room rate is missing on Hotelbeds"
This error means there are gaps in your Hotelbeds contract inventory, or not enough advance inventory is loaded.
First, confirm whether this mapping is supposed to send rates from SiteMinder. If rates are managed on Hotelbeds instead, contact Hotelbeds support to load inventory without gaps for at least 3 years in advance. The error will stop once gaps are resolved.
If SiteMinder should be sending rates, fix the inventory with Hotelbeds first, then re-enable the mapping via "Start updating channel".
If rates aren't approved for upcoming years, ask Hotelbeds to load dummy inventory (1 room) and dummy rates at the maximum allowed rate, with Stop Sell applied, then re-enable the mapping.
How to re-enable disabled rates
Re-enabling channel connections or channel rates after fixing errors
Once you have resolved the issue, you'll need to re-enable the channel or channel room rates:
Re-enable a channel:
Fix the issue that caused the channel to become automatically disabled, then re-enable the channel:
Go to Distribution > Channels
Click the ellipsis button (three dots) next to the channel > select Update channel settings.
Click "Enable the connection to [channel name]".
Re-enable a channel rate:
Fix the issue that caused the channel rate to become automatically disabled, then re-enable the channel:
Go to Distribution > Channels
Click the ellipsis button (three dots) next to the channel > select Edit room rates mapping.
Click on the disabled rate > Configure.
Set "Start updating channel" to Yes, and click Save.
⚠️ Important: If you recently enabled or mapped a channel rate, reservations created before you enabled the rate/mapping will not automatically sync (be re-sent) to your platform. You must add these reservations manually.