Overview
If you are receiving an error message relating to mapping or an error on your channel room rates, check the common errors below with explanations on why it may have occurred and what steps you can take to fix the error.
Once you have resolved the issue, you’ll need to re-enable the channel or channel room rates:
To enable a channel, go to Distribution > Channels > My channels, and update your channel settings
To enable a channel rate, go to Distribution > Channels > My channels, and update your channel settings, ensuring that Start updating channel is set to Yes
⚠️ Important: If you recently enabled or mapped a channel rate, reservations created before you enabled the rate/mapping will not automatically sync (be re-sent) to Little Hotelier. You must add these reservations manually.
Common errors that cause disabled rates
Rate pricing mismatches: Rate set falls below the minimum rate
Occupancy configuration errors: Included occupancy exceeds maximum occupancy, maximum occupancy exceeds channel limits, or required occupancy settings are missing
Rate calculation errors: Invalid rate multiplier settings, or negative or zero rates
Configuration conflicts: Features enabled that the channel doesn't support, incompatible restriction settings, or invalid extra charge configurations
Connection issues: Channel connectivity problems, mapping errors with channel extranet, or mismatched rate type configuration
Updates disabled / Disabled channel room rates
Note: A channel room rate — or an entire channel — may become temporarily automatically disabled if there is a conflict between certain settings. Until the issue is resolved:
No inventory updates will be sent to the channel(s)
Reservations may not be delivered to your platform
The channel continues selling based on old availability data, creating overbooking risk
You must first resolve the issue, then re-enable the room rate or channel.
If a channel or channel room rate becomes automatically disabled, you will be notified (if notifications are enabled). The error message will also be shown in the channel rate configuration or dashboard status. Hover over the disabled icon (red/yellow triangle warning icon) in the mapping list to see the error message.
Re-enabling channels and rates after fixing errors
Once you have resolved the issue, you'll need to re-enable the channel or channel room rates:
To enable a channel: Go to Distribution > Channels, click the ellipsis button (three dots) next to the channel, select Update channel settings, and click "Enable the connection to [channel name]".
To enable a channel rate: Go to Distribution > Channels, click the ellipsis button (three dots), select Edit room rates mapping, click on the disabled rate > select Configure, set "Start updating channel" to Yes, and click Save.
Conflict with a channel threshold
Channel room rates may become automatically disabled if a value in the Inventory or mapping configuration is either below or above the accepted threshold. Examples of why this would occur:
Maximum length of stay and Minimum length of stay conflict: An error will occur if you are attempting to set a Minimum length of stay higher than the Maximum length of stay that is currently set (it must always be lower). Fix this conflict by either increasing the Maximum length of stay or decreasing the Minimum length of stay for the affected dates, then re-enable the rate
Rate exceeds minimum or maximum channel price threshold: An error will occur if the price is either too low or too high for certain dates. Check the rates and either increase or decrease the rates for the affected dates, then re-enable the rate
Breakfast settings for the channel rate do not match those on the channel extranet — some channels require you to set up your mapping to exactly match the channel settings. Not matching them could lead to a disabled channel rate. Adjust the settings, then re-enable the disabled rate
A channel requires placeholder rates before mapping, but none have been set
Channel room rates may become automatically disabled if the channel you are mapping to requires a placeholder values in their inventory grid for future dates (for example 999), but placeholder values have not been set. Little Hotelier would override these placeholder values during the first update. Missing placeholder values could happen if you recently connected the channel or the disabled channel room rate.
The channel rate contract needs to be extended
A contract with a channel usually includes a minimum number of dates for availability that must be sent, often around 400 days. An error may occur if you are sending less availability than the contract requires. Contact the channel to extend your contract terms.
Could not connect to channel
If you receive "Could not connect to channel" when attempting to connect:
Common causes:
Incorrect channel credentials: Incorrect property code, username, or password provided by your channel. Contact your channel's support team for correct credentials, then ask our support team to update your details in channel settings - you cannot update these yourself.
Connection not properly established:
Did you enable the connection in the channel’s extranet? If you see the error message "Your XML connection for [channel name] has not been enabled for your hotel and Channel Manager", it means you have not successfully activated the connection in the channel’s extranet yet.
Steps to connect:
Activate the connection in the channel's extranet (request SiteMinder as connectivity provider)
Connect the channel in your platform
Allow 24-48 hours for "Awaiting setup" status to complete (most channels)
All room rates on this channel are currently mapped
If you are receiving an error message “All room rates on this channel are currently mapped”, this means there are no room rates to map.
Common causes:
All channel room rates are already mapped.
No room rates on the channel extranet exist: You need to create room rates on the channel’s extranet first, in order to map them to your room rates in Little Hotelier. Once creating corresponding room rates on the channel, please wait 60 minutes before attempting mapping again. Then, try refreshing your channel room rates on the channel’s Room rates mapping page. If you see "Rates mapped: X of Y" - if Y shows 0, there may be a connection problem. Verify that the credentials in your Channel settings tab are correct and that the connection with Little Hotelier is active on the channel side.
There are multiple room rates with the same name or description: If Little Hotelier identifies a duplicate room rate, it will not show it. Ensure all channel room rates’ names and descriptions are unique.
"0 mapped rates" or "Rates mapped: 0 of 0"
What this means: The system can't retrieve any rates from the channel.
Common causes:
New connection still processing (24-60 hours needed)
Property code/Hotel ID mismatch
Incorrect or missing channel credentials (username/password)
No active rates in channel extranet
Connection not properly established
Connection to Little Hotelier is not activated by the channel
How to fix:
Contact your channel directly: Verify that your property code and credentials (username/password where required) are correct for connecting to Little Hotelier
Confirm “SiteMinder RDX” is connected in the channel extranet: Check the channel extranet or ask the channel to confirm that the connection has been activated on their end. Ensure both Rates/Availability and Reservations are enabled
Verify property code: Check it matches exactly between channel extranet and Little Hotelier (no typos/spaces)
Wait for new connections: Allow 24-60 hours for initial setup
Can't find the specific rate I want to map
If you can see rates available for mapping but can't locate the specific one you're looking for:
Rate name appears different than expected: Compare with your channel's extranet - names may vary between systems. Log into your channel's extranet to confirm the exact rate name
Rate already mapped elsewhere: Check your existing mappings first. The rate might already be mapped to a different room rate. Disconnect from incorrect mapping before remapping
Duplicate names in channel extranet: System won't display duplicate rate names. Ensure all rate names are unique in your channel's extranet, then wait 60 minutes before mapping
Contact channel support: If rate still doesn't appear, verify with your channel's support team that the rate is properly configured and active.
Unable to locate channel rate / Update error / "This room rate on your Channel Manager is not connected to a valid room/rate on [CHANNEL]"
What this means: Little Hotelier can't find a previously mapped rate on the channel's system.
Common causes:
Rate was deleted, suspended, or changed on the channel
Rate expired (common with contract-based rates)
Note for Airbnb: "Unable to locate" may show while approval off the listing is pending with Airbnb
How to fix:
To disconnect: Click the rate > Disconnect from channel
To reconnect: Verify/recreate the rate in channel extranet, then re-map
Channel stuck in "Awaiting setup"
Normal timeframes: 24-48 hours for most channels
If stuck over 48 hours:
Verify SiteMinder connection is active in channel extranet
Check property code matches exactly
Contact us with your channel name and property code
Conflict with channel thresholds
Channel room rates may become automatically disabled if a value in the Inventory or mapping configuration is either below or above the accepted threshold. Examples of why this would occur:
Maximum length of stay and Minimum length of stay conflict: An error will occur if you are attempting to set a Minimum length of stay higher than the Maximum length of stay that is currently set (it must always be lower). Fix this conflict by either increasing the Maximum length of stay or decreasing the Minimum length of stay for the affected dates, then re-enable the rate.
Rate exceeds minimum or maximum channel price threshold ("Fee exceeds maximum limit"): An error will occur if the price is either too low or too high for certain dates. Go to Distribution > Inventory, check all dates for the affected room rate, and reduce any rates/fees above the channel's maximum limit. If unsure about limits, contact the channel directly. Re-enable the rate after adjusting values.
Rooms don't accept additional charges: Your rate includes extra charges but the channel's room setting doesn't allow them. Go to Distribution > Channels > [Channel] > Edit room rates mapping, click Configure on the disabled rate, remove any additional charges from the rate configuration, match the occupancy settings with your channel's extranet room setup, set "Start updating channel" to Yes, and click Save.
Settings mismatches: Channel rate settings don't match channel extranet setup (for example, breakfast settings). Ensure mapping configuration matches channel exactly, then re-enable any disabled rates.
Channel offer-ID has errors / Please correct the following errors to proceed with your request
Common causes:
Multiple users attempting to map the same room simultaneously
Browser cache or session conflicts
Temporary connection issues between systems
How to fix:
Step 1 - Refresh and ensure single-user access:
Refresh your browser page and click the refresh button on the rate indicator. Ensure only one person is mapping the room at a time - no other users should be mapping from different locations simultaneously.
Step 2 - Try basic troubleshooting:
If the error persists, try these steps: refresh the page and try again, open your browser in incognito or private mode, clear your browser's cache and cookies, make sure JavaScript and third-party cookies are enabled in your browser settings, connect to a different network or deactivate any VPN, try using a different device, update your browser to the latest version, or if using Google Chrome make sure Google Translate is turned off (check your browser's language settings).
Why does my rate keep getting automatically disabled due to a pricing model mismatch?
This occurs when the pricing settings (Occupancy-Based vs. Standard/Per Day) in your platform do not match the channel.
When these pricing models do not align, the following issues occur:
Rates auto-disable repeatedly
Single guest pricing errors
Occupancy settings conflicts
You cannot maintain an "enabled" status for the rate
How to fix the conflict: To resolve this, your pricing setup must match exactly between the channel and your platform. Contact the channel to confirm if you are using Occupancy-Based Pricing (OBP) or Standard Pricing (PDP), then contact our support team to ensure we match this setup.
Booking.com errors
Booking.com rate automatically disabled with an error about minimum stay being higher than maximum stay
If you're getting an error about minimum stay being higher than maximum stay and seeing the error message: "You are setting a minimum stay that is higher than your maximum stay", this indicates conflicting restrictions (like requiring minimum 3 nights but maximum 2 nights).
Find and fix minimum stay conflicts for Booking.com
Here's how to find and fix the conflicting stay restrictions (MinStay vs MaxStay settings) when you're getting the minimum stay higher than your maximum stay error:
Go to Distribution > Inventory
Click All rates and availability at the top left
Choose Booking.com from the dropdown
Click MinStay and MaxStay to see your stay restrictions
Look through your calendar dates to find restriction conflicts - you're looking for dates where your maximum stay (MaxStay) is lower than your minimum stay (MinStay)
Fix the conflicts by making sure maximum stay is always equal to or higher than minimum stay
Click Save
Re-enable your rate updates by going to Distribution > Channels > Booking.com > Edit room rates mapping > click on the channel rate and select Configure > change "Start updating channel" to "Yes"
Why are my minimum stay restrictions not updating on Booking.com?
This usually indicates a configuration mismatch between your platform and Booking.com regarding how minimum stays are calculated ("Arrival" vs "Through Stay").
Note: If a guest was able to book for fewer nights than your minimum stay (for example, booking 1 night when the minimum is 2), it is likely due to this same configuration mismatch.
Check Booking.com's setup:
Log in to your Booking.com extranet (your Booking.com account)
Go to Rates and availability > Calendar > MinStay
Click the "?" help icon to see the explanation
Update your platform settings: Go to Distribution > Channels > Booking.com > Channel settings and update "Use Length of Stay on Arrival" to match:
Set to "No" if Booking.com uses "Minimum length of stay".
Set to "Yes" if Booking.com uses "Min. stay from arrival".
Important: We can only sync one type of rule. If your Booking.com calendar has both types, pick one to match your platform settings and manually remove the other from Booking.com.
Error: "This room is connected to a rate plan which has been set up on Booking.com without the option to set a single-use rate per night"
If your Booking.com rate is automatically disabled with this error, try one of these fixes:
Option 1: Remove single guest discount from your platform (Quickest fix)
: Remove the "single guest discount" setting from your platform (delete the value completely, do not just set to 0) via Distribution > Channels > Booking.com > Edit room rates mapping. Once saved and updates are re-enabled, set the discount directly in your Booking.com account under Rates and availability > Pricing per guest.
Option 2: Ask Booking.com to enable advanced rate settings: Contact Booking.com support and ask them to enable "rate level occupancy" for your rate plan. Once confirmed, re-enable the rate in your platform via Distribution > Channels > Booking.com > Edit room rates mapping by setting "Start updating channel" to "Yes".