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Troubleshoot when inventory is not syncing, or is showing incorrectly on a channel
Troubleshoot when inventory is not syncing, or is showing incorrectly on a channel

Troubleshooting steps to try when inventory (rates, availability, restrictions) are not syncing, or are showing incorrectly on a channel.

Updated over a week ago

Important to know:

  • To successfully send inventory updates and process channel reservations, all required room rates need to be mapped to your channels, and your connected PMS, CRS, and RMS (if applicable). Channel room rates also need to be enabled in your SiteMinder platform.

If inventory updates — rates, availability, or restrictions such as min stay, max stay, or CTA restrictions — are not syncing to a channel, or if inventory is not showing correctly on the channel (if you see a mismatch of inventory), please check the following:

  • Make sure the room rate(s) are mapped correctly to the channel, and that the Start updating channel toggle in the Channel rate configuration is set to Yes.

  • Check the inventory values in the Inventory grid (Distribution > Inventory).

  • Check that the channel supports receiving the inventory updates.

  • Check if there are slow updates affecting the channel.

  • Check if there is a ‘channel connection was interrupted’ message on your Dashboard

  • Check your mapping, and update the Channel rate configuration with or without making any changes to attempt to refresh the mapping.

Make sure the room rate(s) are correctly mapped to the channel

If your inventory updates (rates, availability, or restrictions) are not syncing to the channel, double check that the room rate(s) are mapped correctly to the channel.

To check and update your mapping, go to Distribution > Channels > click on the channel name > Room rates mapping tab.

If the room rate is mapped correctly, but the inventory is not showing on the channel, make sure the channel room rate is enabled. Click Configure on the channel room rate and select Yes to the Start updating channel toggle to enable inventory updates to be sent.

If you are seeing an inventory discrepancy on the channel, double check that you have mapped the right room rate to the corresponding channel rate.

Check that rates, availability, and restrictions are showing correctly in the Inventory grid

If your inventory (rates, availability, or restrictions) are displaying incorrectly on the channel, check if the mismatched value for the channel room rate(s) are correct in your platform’s Inventory grid.

If the inventory values are incorrect in the Inventory grid:

  • If you have a PMS/RMS/CRS — check the inventory values in your connected system.

  • If you do not have a PMS/RMS/CRS — make the inventory update in the Inventory grid to correct the inventory value. Then to refresh the mapping, go to the channel’s mapping page, click Configure on the channel rate, and click Save.

Check that the channel supports receiving the inventory

When you map or edit a rate, the Channel rate configuration window will show you what inventory updates are supported by the channel.

If certain inventory updates are not being sent to the channel, ensure that the channel is able to receive the inventory update you are trying to sync. Some channels may not support receiving all inventory values.

If a channel does not support a certain inventory update, you will see dashes (-) on the Inventory grid.

  • If all your channel rates show dashes (-) for the same inventory value — it’s likely the channel doesn’t support that inventory update.

  • If only specific channel rate(s) show dashes (-) for the inventory value — sometimes channels can block certain inventory updates when rates are derived on their side. For example, if you use Expedia Traveller Program, your Expedia’s ‘Derived rates’ will block all inventory updates; while ‘Linked rates’ and ‘Package rates’ will block rates and restrictions, but not availability. Contact your channel’s support team to see if they can enable these updates for you (if your contract allows it).

Check with the channel’s support team to confirm which inventory values they support receiving from the SiteMinder platform.

Check if there are slow updates affecting the channel

Go to your Dashboard > Property status and check if there is a “Channels experiencing delayed updates'' message. Multiple inventory updates may take a little longer to sync; please wait until the sync is completed.

Check if there is a ‘channel connection was interrupted’ message on your Dashboard

Check if there is a "Channel connections interrupted" message under Property status on your Dashboard page. This could be due to a sync issue, or because there is a disabled channel or a performance issue (such as an unexpected incident or scheduled maintenance).

Check the channel’s Room rates mapping page to check if the channel rate shows an alert. If there is an alert, hover over the exclamation mark to read the error message, fix the issue, then enable the channel rate.

Update / refresh the mapping

To try and help resend/push inventory to the channel, update the mapping by saving the Channel rate configuration configuration, with or without making any changes. To do this:

  1. Go to Distribution > Channels tab > find the channel.

  2. Click on the channel’s ellipsis (...) button and select Edit room rates mapping.

  3. Click Configure on the channel room rate, which will open the Channel rate configuration.

  4. Click on Save, even if you have not made an update. You can also try changing a value to something else, see if it reflects on the channel, then change it back.

If you have done all the above troubleshooting steps, but inventory updates are still not being sent to the channel, check with our support team who may be able to help resend the inventory updates to the channel.

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