Troubleshoot when inventory is not syncing or showing correctly from your PMS/RMS/CRS to the Inventory grid in your SiteMinder platform.
First confirm: Check the values in your PMS and SiteMinder platform. If they match and inventory is being sent correctly from your PMS/RMS/CRS to SiteMinder, the issue is between SiteMinder and connected channels - see this guide instead.
Check that the room rates are mapped to your PMS/CRS/RMS with correct room and rate codes
If inventory is not syncing to your SiteMinder platform, or you are seeing an incorrect inventory value in your platform that does not match what is in your PMS/CRS/RMS, check that the room rates are mapped.
Go to Distribution > Connectivities.
Go to the Rooms and rates mapping tab.
Toggle the Mapping status to Unmapped and make sure all room rates are mapped.
Check the room code and rate code for each mapped rate is correct, with no typos. If incorrect, fix mapping codes to match your PMS/CRS/RMS exactly.
Confirm the occupancy settings match between your PMS/RMS/CRS and your SiteMinder platform.
Important: If you are seeing an inventory discrepancy, make sure the room rate is mapped to the correct corresponding rate in your PMS/RMS/CRS. Make sure the mapping codes match between your SiteMinder platform and your PMS/CRS/RMS. If you update mapping, ask your PMS/CRS/RMS provider to do a push/flush.
Note: SiteMinder cannot detect on the Distribution > Connectivities page how many rates are available for mapping in your PMS; the 'Rates mapped: X of Y' indicator is only available for channel mapping. Instead, check the Connectivities status on your dashboard page (Dashboard tab) - there you will see the message 'X of Y rates mapped'. If the values don't match, it means that you have unmapped rates.
Compare mapping codes with your PMS/RMS provider
To get your mapping codes and share them with your PMS/RMS provider:
Go to Distribution > Connectivities.
Click the Rooms and rates mapping tab.
Click the ellipsis button (three dots button).
Select Download rates configuration.
Share the configuration with your provider to compare mapping codes.
Check that your PMS/CRS/RMS supports the inventory update
Contact your PMS/RMS/CRS support team to confirm:
Do they support sending this type of value (rates/availability/restrictions) to SiteMinder? Example they may support rates and availability but not restrictions
Is this enabled for your specific room rate?
⚠️ Note: Most RMS can send rates, but cannot send availability and restrictions.
⚠️ If rates are not syncing: check your SiteMinder minimum rate settings in your PMS - check they do not fall below the minimum rate set.
Sync rates from your PMS after making manual updates in SiteMinder
If you made manual inventory changes in SiteMinder but your connectivity inventory settings are set up for data to flow from your PMS, any updates should be overwritten by the value in your PMS. To restore the sync immediately:
Do a push/resync in your PMS to override the manual changes.
Check that the correct rates now flow through to SiteMinder.
Refresh the sync (push/flush)
If mapping to your PMS is correct but inventory is still not syncing from your PMS to your SiteMinder platform, try sending new inventory updates from your PMS/RMS/CRS
If issues persist:
Ask your PMS/RMS/CRS support team to resend inventory updates (flush/resync) to your SiteMinder platform
Wait up to 30 minutes for changes to reflect in your platform
If the issue persists after the PMS flush:
Get the XML file from your PMS provider showing the data they sent
Verify the XML file contains the correct inventory values (rates, availability, restrictions)
Contact our support team and provide the XML file for investigation
⚠️ Important: Manual updates will be overwritten by your PMS/RMS/CRS
Manual inventory updates made in your SiteMinder platform will not sync back to your PMS/RMS/CRS. Any manual updates made in your SiteMinder platform will be overwritten by the inventory values your system supports and is enabled for.
To enable/disable certain inventory types your PMS/RMS/CRS supports, please contact our support team.