How do I check that my rates are mapped to a channel correctly?
To check if your rates are mapped correctly to a particular channel:
Go to Distribution > Channels tab.
Click on the ellipsis button (three dots) next to the name of the booking channel.
Select Edit room rates mapping.
Review your room rates to ensure they're mapped to the correct rates on the channel.
For each channel room rate, click Configure to verify settings.
Ensure "Start updating channel" is set to Yes.
Make sure all channel rates are mapped.
Important: Check "Rates mapped: X of Y" at the top right corner - both numbers must match (e.g., "10 of 10") to prevent overbookings and ensure all channel rates receive inventory updates.
Check for unmapped or disabled rates:
To check if rates are available in SiteMinder, but not mapped to the channel, use the Unmapped filter
Some rates such as package, derived, or linked rates won't show in the Unmapped filter. If channel rates are missing from the Unmapped list: Click Configure on an existing mapped rate in the right column. The dropdown will show all the rates that exist on the channel
To check for disabled rates, click the more filters button > in the Rate update status drop-down, select Disabled
Re-enable any disabled rates: fix the error, then ensure "Start updating channel" is set to "Yes".
What does “Rates mapped: X of Y” mean, and how do I find the missing channel rates?
“Rates mapped: X of Y” at the top of the mapping screen counts how many channel rates are mapped. When the numbers don’t match, the difference is the number of channel rates that are not yet mapped. For example, “Rates mapped: 25 of 30” means 5 channel rates are still missing.
Note: The Unmapped filter and the Channel manager column show which of your SiteMinder rates are not mapped, not which channel rates are unmapped.
To find which channel rates are not mapped:
Go to Distribution > Channels.
Click the ellipsis button (three dots button) next to the channel.
Select Edit room rates mapping.
Click Configure on any mapped channel rate in the channel column on the right.
Click the Mapped to [channel] drop-down to open the full list of unmapped channel rates.
Review the list and note the room type and rate plan names of the unmapped channel rates.
To map each unmapped channel rate:
Find the corresponding SiteMinder rate plan name in the Channel manager column.
Click the matching SiteMinder room type name.
In the pop-up that appears, select Map to [channel].
Select the corresponding channel rate from the Mapped-to drop-down menu.
Click Yes to Start updating channel.
Click Save.
Repeat for each unmapped channel rate.
Why can't I find package, derived, or linked rates to map?
When you map one platform rate to multiple rate types (such as package, linked or derived rates), the additional rate types will not show in the Unmapped filter or in the main rate mapping list. This is expected: because you are mapping the one platform rate, only the first mapped rate appears in the main list.
For example, Expedia may sell one room rate in multiple ways, such as SellRate, Package, Derived, and Linked rates. You still need to map all relevant rate types for that room rate.
To find and map the additional rate types:
Go to Distribution > Channels tab.
Click the ellipsis button (three dots button) next to the channel name (e.g. Expedia).
Select Edit room rates mapping.
Click Configure on the existing mapped rate (or click the Channel Manager room rate in the left column and select Map to [channel name]).
Select a different rate type from the dropdown.
Set Start updating channel to Yes.
Click Save.
Repeat for each additional channel rate type.
⚠️ Map the one room rate in SiteMinder to all available channel rate types (sell rates, package rates, derived rates, and linked rates) to prevent overbookings and missed reservations. ⚠️ Expedia (ETP) exception: For Expedia properties using the Expedia Traveller Preference (ETP) program, whether you map both Hotel Collect and Expedia Collect separately depends on your Use ETP derived rate mapping setting. If it is enabled, map both payment rates separately. If it is disabled, map one payment type only, as a single mapping delivers reservations for both. All other rate types (package, derived, and linked) must still be mapped.
Why do I see a duplicate room rate on a channel?
If your rates are mapped correctly and the numbers match, but you still see a room rate duplicated on the channel/OTA, or the channel shows a room rate that is not mapped in your SiteMinder platform, this means the room rate is not coming from SiteMinder. It may be set up directly with the channel. Contact the channel directly to check.
How do I check if the channel or specific channel rate supports certain inventory updates (rates, availability, restrictions)?
Check what the channel supports
Check when connecting the channel:
Go to Distribution > Channels tab.
Find and click on the channel you want to connect to.
Review the details about what inventory data can and can't be sent to the channel (Data supported by this channel and Data not supported by this channel). Data types that will show here: stop sell, availability, rates, maximum stay, minimum stay, closed to departures, closed to arrivals, inclusions.
On inventory grid:
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)
Check what inventory data each individual channel rate supports.
Check the channel rate configuration for each channel rate:
Go to Distribution > Channels tab.
Map a new rate to the channel, or click on an existing channel rate > Configure to go to the Channel rate configuration.
Supported inventory types will show in blue under the heading Data supported by this channel rate.
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. Data types that will show here: stop sell, availability, rates, maximum stay, minimum stay, closed to departures, closed to arrivals, inclusions.
If a channel (or certain channel rate) doesn't support the type of inventory data, you'll need to manage these updates directly in the channel's extranet.
Note: If you are seeing dashes (-) for all channel rates on your inventory grid, it may mean the channel doesn't support that inventory update. Dashes (-) for specific rates may mean updates are blocked for certain rate types (like package or derived rates)
Why is my channel room rate disabled?
A channel room rate becomes disabled when there's a conflict between settings. When this happens:
The rate appears greyed-out in Room Rates Mapping
You'll see an error message explaining the conflict
You'll receive an email notification if enabled
No inventory updates are sent to the channel for this rate
How do I find the error message for a disabled rate?
To see why a rate was disabled:
Go to Distribution > Channels
Click the ellipsis button (three dots) next to the channel
Select Edit room rates mapping
Hover over the disabled icon (red/yellow triangle warning icon) in the mapping list to see the error message.
Or click on the disabled channel rate and select Audit to view the error history
How do I fix and re-enable disabled rates
Fix the error, then re-enable the disabled rate:
Go to Distribution > Channels > Edit room rates mapping
Click more filters button
Under Rate update status, select Disabled
All disabled rates will be displayed
Hover over the disabled icon (red/yellow triangle warning icon) to see the error message
Fix the error.
Re-enable the rate: Click on the channel rate > click Configure > update "Start updating channel" to Yes.
Note: To enable e-mail notifications about disabled rates, go to your property name > My account.
When do I need to update my channel mapping?
You must update your mapping in the platform whenever you change settings directly in a channel's extranet (such as changing a rate plan's name or settings). The settings in your platform must match the channel extranet exactly to prevent errors. Examples of configuration changes that require this process include occupancy settings, extra person rates, pricing models, or any other room rate settings.
To update the mapping configuration after you change settings in the channel extranet:
Go to Distribution > Channels.
Click the ellipsis button (three dots button) next to the channel.
Select Edit room rates mapping.
Click Configure on the channel room rate.
Click Save, even without making changes.
When do I need to re-map my rates?
You will need to disconnect and re-map your rates if:
The property code has changed
The rate name on the channel extranet has changed
You changed your business model on Expedia — for example, from Expedia Traveller Preference (ETP) to Expedia Collect (EC) — the mapping will no longer sync. Contact our support team first to update your pricing model settings, then you will need to disconnect and re-map your room rates
How do I re-map my rates to the channel?
To re-map your rates to the channel:
Disconnect the current mapping:
Go to Distribution > Channels > find the channel
Click on the channel rate you need to disconnect and re-map
Click Disconnect from channel
Review the warning and click Disconnect
Remap the rate to the channel:
Click on the channel rate you need to re-map
Select the correct channel rate from the drop-down menu
Set Start updating channel to Yes
Click Save
Can I manually repush inventory to channels?
No, there is no built-in feature to manually push or repush inventory to channels. Inventory updates (rates, availability, and restrictions) are sent to channels automatically.
Note: A manual push or re-sync will not resolve the issue unless the underlying root cause is identified and fixed. If rates or availability are not updating on a channel, review the following before contacting our support team to manually sync your inventory/ARI with the channel (OTA):
Channel Status: Go to Distribution > Channels and ensure the channel is set to Enabled
Mapping Errors: Check your channel settings for any unmapped or disabled rates
Supported inventory types: Not all channels or channel rates support every type of inventory update. To check what a channel rate supports, go to Distribution > Channels, click the ellipsis button (three dots button) next to the channel, select Edit room rates mapping, then click the channel rate and select Configure. Under Data supported by this channel rate (shown in blue) and Data not supported by this channel rate (shown in grey), you can see which inventory types are and are not supported
Dashboard Alerts: Check your Dashboard for notifications such as "Channels experiencing delayed updates" or "Channel connections interrupted"
If you have confirmed these settings and the issue persists, please contact our support team.
Do I need a room type code to map my rates to channels/OTAs?
No. Room type codes are only required for PMS mapping, not for channel or OTA mapping.
For channels:
You need your hotel/property code (hotel ID)
Your platform automatically retrieves your available rates on the channel
For PMS mapping:
Room type codes are required
Go to Distribution > Connectivities > Rooms and rates mapping
Used to link your platform room types to your PMS room types
Will disabling a channel room rate stop selling on the channel?
No, disabling a channel room rate only stops your platform sending updates to the channel. The rate will still appear on the channel. The same applies to disabling a channel. A channel room rate may also become disabled automatically if there is an error or conflict in settings.
To stop selling the disabled channel rate on the channel:
Apply a stop sell through your Inventory grid or PMS
Remove the rate directly from the channel's extranet if needed
Exception: For Airbnb, disabling a rate will deactivate the listing on the channel
Can I receive reservations without sending inventory updates?
Yes. Map the rate and leave Start updating channel set to No. The rate still needs to be mapped to prevent overbookings.
When Start updating channel is set to No, SiteMinder stops sending all inventory updates for that rate. This includes rates, availability, and restrictions. You will need to manage all of these directly in the channel's extranet.
⚠️ This increases the risk of overbookings because changes made in the channel's extranet do not sync back to SiteMinder.
Can I choose which inventory types SiteMinder sends to a channel?
What SiteMinder sends to a channel is determined by what the channel and channel rate supports. You can only manage certain inventory types (such as rates, availability, or restrictions) manually in the channel extranet if it is listed under Data not supported by this channel rate for the channel rate. For example, the channel rate may support receiving availability updates, but does not support receiving rate updates.
If a data type appears under Data supported by this channel rate, SiteMinder will always send it. Any updates made in the channel's extranet for supported data types will be overwritten by SiteMinder.
To check what your channel rate supports, open the channel rate configuration and review Data supported by this channel rate and Data not supported by this channel rate.
To check if you can change which inventory types are sent to the channel for a certain rate (example to manage rates directly via the channel extranet) contact the channel directly.
What does the "Start updating channel" setting do?
The Start updating channel setting in the channel rate configuration controls whether inventory updates for supported data (rates, availability, and restrictions) are sent to the channel for the mapped room rate.
Set to Yes: supported inventory updates will be sent to the channel for that rate. The inventory types sent (rates, availability, restrictions) depend on what that specific channel and channel rate support. Supported types appear under Data supported by this channel rate. Data types listed under Data not supported by this channel rate will not be sent regardless of this setting.
Set to No: no inventory updates will be sent to the channel. This includes rates, availability, and restrictions. This setting stops all supported inventory types and cannot be used to stop sending individual data types only. You will need to manage all inventory directly in the channel's extranet.
⚠️ Setting Start updating channel to No increases the risk of overbookings because any updates made in the channel's extranet will not sync back to SiteMinder.
Do all channels handle occupancy the same way?
Channels handle occupancy differently:
Your SiteMinder platform lets you set occupancy at both room type and room rate level.
Some channels only manage occupancy at the room type level.
Note: Do not create separate room rates for different occupancies (like single, double, triple rooms) on the channel. This creates multiple availability for the same room type and can cause overbookings.
How do I create special offers or promotions for my booking channels?
Most booking channels (Online Travel Agencies: OTAs) have their own process for setting up promotions or discounts. You'll need to set these up directly with each channel. This includes:
Stay pay deals e.g., "Stay 3 nights, pay for 2"
Free night offers: zero-rate promotional nights
Package deals: bundles that include extras or activities
Campaign discounts: advertised discounts for specific sell or stay dates
Contact the channel's support team or your account manager for help setting these up.
You could also create promotional rate plans in your platform (e.g. derived rate plans to offer length-of-stay discounts) and map them to your channels:
Go to Distribution > Rate plans to create and manage rate plans (for example create derived discounted rates with restrictions)
Map these rate plans to your channels
What is an update period?
Update period settings control the maximum number of days in advance your inventory (rates, availability, and restrictions) are sent to your connected channels.
Update period settings:
Each channel's maximum update period: the maximum number of days the channel accepts inventory updates for. View this for each connected channel in Distribution > Channels.
Your property update period: set this in Property settings > General information > Inventory > Update period. The default is 400 days.
Your PMS/RMS/CRS update period: if you have a connected PMS, RMS, or CRS, it may have its own limit on how many days in advance it sends inventory to SiteMinder. Check this with your PMS/RMS/CRS provider.
How can I prevent bookings while I'm setting up my channel mapping?
Before you complete your mapping and enable the channel, SiteMinder won't send any inventory updates to the channel yet.
To prevent bookings during mapping:
Log into your channel's extranet
Manually close your inventory or set availability to zero
Complete your channel mapping
Map all rates, make sure the setting "Start updating channel" is set to Yes, and enable the channel
What happens after I enable the channel:
Once your mapping is complete and the channel is enabled, SiteMinder will start sending inventory updates to the channel and will overwrite any manual changes you made in the extranet.
Can I download my channel room rate mapping?
No, there is no option to download room rate mapping for channels (OTAs).
You view and manage mapping in Distribution > Channels > Edit room rates mapping.
How do I manage rates for Channels Plus?
To manage rates for Channels Plus, go to Distribution > Channels Plus.
Channels Plus channels are not mapped in Distribution > Channels. There is no Edit room rates mapping step for a Channels Plus channel.
With Channels Plus, you configure your rooms and rates in SiteMinder, then select which room rates to make available via Distribution > Channels Plus. Toggle a channel on or off, and select the room rates you want to make available.
How do I contact a channel directly?
For help resolving issues in the channel's extranet, such as channel rate setup or channel account settings, contact the channel directly.
Find the channel's phone number and contact information through their official website or the channel's partner portal/extranet.