When inventory isn't syncing or showing correctly on a channel, it could be due to unmapped rates, disabled rates, or connection issues.
Check these settings first
If your rates, availability, or restrictions (such as min stay, max stay, or CTA/CTD) aren't syncing or are showing incorrectly on a booking channel, check these settings first:
Check all required room rates are mapped to your channels
Make sure channel room rates are enabled with Start updating channel set to Yes in the channel rate configuration
Ensure the channel is enabled in channel settings
Check rates are mapped to your connected PMS, CRS, and RMS (if applicable)
Check if your channel supports these types of inventory updates
Look for any slow updates affecting the channel messages on your Dashboard
Look for any connection interruption messages on your Dashboard
Check if there are yield rules set up
Refresh your mapping by saving your Channel rate configuration, even without making any changes
Common inventory sync issues and solutions
Rates showing incorrectly on channel
Example: You updated your room rate in your platform, but it's showing incorrectly on the channel.
Ensure the rate values in your Inventory grid shows the correct value
Check if you have a rate multiplier enabled in your channel settings
Check for any promotional discounts active on the channel's extranet
Check the Currency conversion setting isn't causing the difference
Stop sells not working
Example: The room is still bookable on the channel even though you have applied a stop sell.
Verify the stop sell appears in your inventory grid
Check if the channel supports rate-level stop sells (green indicator in the channel rate configuration)
Check the channel's extranet to check for any settings that might override your stop sell
Re-save your channel rate configuration to force an update
⚠️ If you receive a reservation even though SiteMinder was sending zero availability to a channel:
Check your SiteMinder audit logs to confirm zero availability was correctly sent
Contact the channel directly and request the XML logs for the specific reservation to investigate why the booking was accepted
Availability can take up to 5 minutes to update across your channels. To prevent double bookings, you can set up an automatic closure yield rule to automatically apply a stop sell when your room availability reaches 1.
If your availability is lower than expected, check if there are any active yield rules (Distribution > Yield rules).
Check your channel mapping
Check if your room rates are mapped correctly to the channel. Make sure there are no unmapped or disabled rates. Some channels require you to map one room rate to multiple rate types (such as sell rates, package rates, and derived rates).
Go to Distribution > Channels tab.
Click on the ellipsis button (three dots button) next to the channel name.
Select Edit room rates mapping.
Check that your room rates are mapped to the correct channel rates.
Click on the channel room rate then click Configure.
Make sure "Start updating channel" is set to Yes to start sending inventory updates. (If disabled, it will be set to No).
To see unmapped rates, filter by Unmapped.
To see disabled rates, click More filters > under Rate update status, select Disabled.
If there are any disabled channel rates, fix the error, then re-enable the rate.
Click on the channel rate > click Configure.
Make sure "Start updating channel" is set to Yes.
Click Save.
Missing room rates: If you cannot locate a specific rate to map to on the channel, check with the channel to confirm if the room rate is active. New rates can take up to 60 minutes to appear in your platform after creation in the channel's extranet.
Check your dashboard
On your Dashboard page under Property status, Connectivities status, and Channel status view:
Disabled channel room rates
Reservation delivery failures today
Your PMS rates mapped count
Disabled channels
Channels experiencing delayed updates
Channel connections interrupted
Check your inventory in the Inventory grid
If you see incorrect inventory on the channel, check the values in your Inventory grid:
Go to Distribution > Inventory.
Compare the values with what appears on the channel.
If you have a PMS, check your PMS values.
If you don't have a PMS, update values in the Inventory grid.
Check supported restriction types
Check what the channel supports. Not all channels support all types of inventory updates. Dashes (-) for all rates means the channel doesn't support that update type. Dashes (-) for specific rates may mean updates are blocked for certain rate types (like package or derived rates).
Also ensure the inventory update shows in green in the channel rate configuration. To check:
Go to Distribution > Channels .
Click on the ellipsis button (three dots button) next to the channel name.
Select Edit room rates mapping.
Click on an existing channel rate > click Configure.
All inventory types in green are supported by the channel. Any inventory types in red are not supported and cannot be sent to the channel.
Different channels support different restriction types, example:
Booking.com: Supports stop sells, min/max LOS, CTA/CTD
Expedia: Supports stop sells, min LOS (but not max LOS on some rate types)
Airbnb: Generally only supports stop sells and availability controls
Google Hotel Ads: Supports stop sells but not restriction controls
Check for channel connection issues
Check your Dashboard > Property status for any alerts about connection issues:
Channels experiencing delayed updates means updates may take longer to sync.
Channel connections interrupted could indicate a sync issue, a disabled channel, or a performance issue (such as an unexpected incident or scheduled maintenance).
Connection issues can usually be resolved by waiting until the system processes the backlog, but persistent problems may require refreshing your mapping.
Refresh mapping / Manual push
If your inventory still isn't showing correctly on the channel, manually help resend/push inventory to the channel by refreshing the mapping.
To do this, save the Channel rate configuration, with or without making any changes:
Go to Distribution > Channels.
Find the channel and click on the ellipsis button (three dots button).
Select Edit room rates mapping.
Click Configure on the channel room rate.
Click Save to attempt pushing the updates again, even if you haven't made changes.
This process forces a refresh of the connection and can resolve many syncing issues. Allow 15-30 minutes for the changes to appear on the channel after refreshing the mapping.
If you've already tried troubleshooting steps, contact our support team and provide:
The room type affected (if all, just give an example of one)
The room rate affected (if all, just give an example of one)
Stay date (example of one)
The value SiteMinder is displaying
The correct value