Troubleshoot when inventory is not syncing from your PMS/RMS/CRS to the Inventory grid in your SiteMinder platform. Inventory includes your rates, availability, and restrictions: minimum stay (Min LOS), maximum stay (Max LOS), minimum stay through, maximum stay through, stop sells, closed to arrival (CTA), and closed to departure (CTD).
This article covers inventory that is not reaching your SiteMinder platform from your PMS/RMS/CRS. It does not cover inventory or ARI (availability, rates, restrictions) that is wrong on a connected channel or OTA such as Booking.com, Expedia, or Hotelbeds.
Quick check first
Is the discrepancy between your PMS/RMS/CRS and SiteMinder, or between SiteMinder and a channel?
Check the values in your PMS and in your SiteMinder Inventory grid. If they match, inventory is syncing correctly from your PMS/RMS/CRS and the discrepancy is between SiteMinder and the channel. Follow Troubleshoot inventory not syncing or displaying correctly on channels instead.
If the value in your PMS/RMS/CRS does not match your SiteMinder Inventory grid, the discrepancy is between your PMS/RMS/CRS and SiteMinder. Continue with the steps below.
Check that the room rates are mapped to your PMS/CRS/RMS with correct room and rate codes
If inventory (rates, availability, or restrictions) 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 > Integrated systems.
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 > Integrated systems 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 Integrated systems 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 > Integrated systems.
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 minimum or maximum length of stay restrictions
Is this enabled for your specific room rate?
Note:
Most RMS can send rates, but cannot send availability and restrictions
Support for length of stay restrictions varies by PMS and connection type. For example, Opera OXI and Opera OHIP connections support sending Min Stay, Max Stay, and Min Stay Through restrictions to SiteMinder. Opera ADS supports Min Stay, but not Max Stay
⚠️ If rates are not syncing: check your SiteMinder minimum rate settings in your PMS - check they do not fall below the minimum rate set.
⚠️ If your rate plan is set to derived in SiteMinder, rate updates from your PMS will be ignored for that rate plan. Rates can only be updated by your PMS if the rate configuration is set to manual.
Sync rates from your PMS after making manual updates in SiteMinder
If you made manual inventory changes in SiteMinder but your Integrated systems 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, availability, or restrictions now flow through to SiteMinder.
Resend inventory from your PMS/RMS/CRS (push/flush)
If mapping to your PMS is correct but inventory (rates, availability, restrictions) is still not syncing from your PMS to your SiteMinder platform, try sending new inventory updates from your PMS/RMS/CRS.
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
⚠️ Resending inventory from your PMS/RMS/CRS applies only to the connection from your PMS/RMS/CRS to SiteMinder. If you need to re-sync or resend ARI to a channel or OTA, follow Troubleshoot inventory not syncing or displaying correctly on channels instead.
⚠️ 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.