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.
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.