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 to enable inventory updates.
Make sure all available 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 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
Re-enable any disabled rates: fix the error, then ensure "Start updating channel" is set to "Yes".
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
Make sure the room rate name set up in the channel extranet is unique
Wait at least 60 minutes after creating new room rates in the channel's extranet for the room rates to sync from the channel
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.
Note: If you have active rates on the channel that do not yet exist in your platform, you must either create the new rates in your platform (and map them to your PMS if you have one) or remove the redundant rates via the channel’s extranet.
Trying to map but get a "Failed to retrieve" status
"Failed to retrieve" usually means connection or credential issues.
Check:
Credentials/property code are correct
SiteMinder RDX connection is active in the channel extranet
There are active room rates in the channel extranet
Why is my channel stuck in 'awaiting setup'?
"Awaiting setup" status is normal for some new channel connections and typically takes 24-48 hours. During this time, the connection is being established, our team may reach out for additional credentials, and you'll receive an email when the channel is ready.
Note: Some channels are automatically enabled and won't show "awaiting setup" status, including Booking.com, Expedia, and Hotelbeds.
If setup takes longer than 48 hours, check the following:
Log in to the channel's extranet and navigate to connectivity or channel manager settings.
Verify SiteMinder appears as connected, with both Rates/Availability and Reservations connected (if applicable).
Confirm your property status shows as Active.
Check your property code matches exactly between the channel's extranet and your platform (Distribution > Channels > channel settings).
Confirm you've selected the correct connectivity provider (for example, "SiteMinder RDX").
If the channel is still stuck after 48 hours, contact us with your channel name, how long it's been waiting, and your property code.
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).
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.
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.
I'm getting "All room rates on this channel are currently mapped" error
All available channel rates are already mapped, or rates can't be retrieved from the channel.
Fix:
Ensure you have created all corresponding rates in the channel’s extranet
Click Refresh button next to "Rates mapped: X of Y"
Verify channel is enabled (green status)
Check property code is correct in channel settings
Confirm rates exist and are active in channel's extranet
Wait 60 minutes if rates were recently created
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 push inventory to channels?
No, you cannot manually force an inventory push to channels via your platform. Inventory updates (rates, availability, and restrictions) are automatically sent to channels.
If you notice that rates or availability are not updating on a channel, please check the following:
Channel Status: Go to Distribution > Channels and ensure the channel is set to Enabled.
Dashboard Alerts: Check your Dashboard for notifications such as "Channels experiencing delayed updates" or "Channel connections interrupted".
Mapping Errors: Check your channel settings for any unmapped or disabled rates.
If you have confirmed these settings and the issue persists, please contact our support team. We can investigate the issue and perform a manual push to the channel for you.
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, 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
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.