How do I check that my rates are mapped to a channel correctly?
To check if your rates are mapped correctly to a particular chanel:
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 to enable inventory updates.
Make sure all available rates are mapped.
Check for unmapped or disabled rates:
To identify unmapped rates, use the Unmapped filter
To check for disabled rates, click the more filters button > in the Rate update status drop-down, select Disabled
Room rates are missing from the available list to be mapped
If you're trying to map your room rates to a channel but some rates are missing from the available list:
Log in to your channel's extranet and check if the room rates exist and are active.
Wait at least 60 minutes after creating new room rates in the channel's extranet for the room rates to sync from the channel.
If you see an error message that says "Failed to retrieve," refresh your connection and check back in a few minutes.
Why isn't a channel receiving inventory updates?
If your channel is not receiving inventory updates from your platform, check these common reasons:
The channel isn't connected and enabled in your platform. Enable the channel in its channel settings.
Your room rates are not mapped to the channel. Map all required rates to ensure no unmapped rates.
Your channel room rate is disabled. Go to Distribution > Channels, select Edit room rates mapping, click Configure on the disabled rate, fix any configuration errors, then set Start updating channel to Yes.
The channel has blocked updates for specific rates such as derived or package rates. Check the setting with the channel.
The channel may not support certain types of updates. Check if you can manage these settings directly in the channel's extranet.
Multiple updates are processing. Check for a "Channels experiencing delayed updates" message under Property status on your Dashboard. If you see this message, wait and check again.
How do I check if the channel supports certain inventory updates (rates, availability, restrictions)?
Not all channels support all types of inventory updates. 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).
If the channel is already connected, check in the mapping channel rate configuration:
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.
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.
If a channel doesn't support certain 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 Rooms Rates Mapping.
You'll see an error message in the rate configuration explaining the conflict.
You'll receive an e-mail notification if you have notifications enabled.
To fix a disabled rate, go to Distribution > Channels, select Edit room rates mapping, click Configure on the disabled rate, fix the configuration error, then set Start updating channel to Yes.
Note: To enable e-mail notifications about disabled rates, go to your property name > My account.
Why are my inventory updates delayed or not reaching the channel?
Check your Dashboard under Property status for these messages to check if your rates, availability, or restriction updates are slow reaching the channel:
"Channels experiencing delayed updates" means multiple updates are processing. Wait and check again later.
"Channel connections interrupted" means there's a sync issue or reservations aren't arriving from the channel. This could be due to a disabled channel or performance issue.
Why does a room rate exist on the channel, but it is not showing in the available list of room rates to map?
There are a few reasons why a rate might not appear for mapping:
New rates take up to 60 minutes to appear after creation.
The rate list needs refreshing. Click the Refresh button next to Rates mapped.
The rate is not active in your channel's extranet.
To get the latest list of channel room rates available to map:
Go to Distribution > Channels.
Click the ellipsis button (three dots button) next to the channel.
Select Edit room rates mapping.
Click Refresh next to Rates mapped.
Wait a few minutes for the update.
How do I update / refresh my mapping if rates aren't syncing?
To refresh your mapping and help resend/push inventory to the channel, save the Channel rate configuration configuration, with or without making any changes:
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.
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:
Click Configure on the channel room rate, then click Save to re-enable updates.
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, you can map a channel room rate for reservations only. When mapping:
Map your room rate to the channel.
Leave Start updating channel set to No.
Note: This means you must manage inventory directly on the channel, which may increase the risk of overbookings.
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. Set them up via the channel’s extranet directly (for example, directly via the Expedia extranet). Contact the channel’s support team or your account manager if you need assistance.
You can also create rate plans in your platform 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