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
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.
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 > 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.
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.
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.
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:
Connect the channel in Little Hotelier Channel Manager
Enable the channel in the channel settings
Activate the connection in the channel's extranet (request SiteMinder RDX as connectivity provider)
Allow 24-48 hours for "Awaiting setup" status to complete
Note: New connections showing "Awaiting setup" for 24-48 hours is normal. Contact us only if it remains in this status longer than 48 hours.
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 values exceed accepted limits:
Length of stay conflicts: Minimum stay higher than Maximum stay - fix by adjusting stay restrictions for affected dates
Rate threshold conflicts: Price too low or too high for channel limits - adjust rates to fall within acceptable range
Settings mismatches: Channel rate settings don't match channel extranet setup - ensure mapping configuration matches channel exactly
Rates, availability, or restrictions are mismatched or not not syncing correctly to a channel
If rates, availability, or restrictions aren't updating:
Check these first:
Channel status shows "Enabled" with green indicator
Check that the channel supports receiving the inventory updates
All rates properly mapped with "Start updating channel" = Yes
No disabled rates (yellow warning triangles)
Check if there are slow updates affecting the channel or channel connection interrupted messages on Dashboard
Manual refresh: Go to channel mapping, click each rate > resend/push inventory to the channel by updating the Channel rate configuration with or without making any changes > then wait 15-30 minutes
Remember: Disabled rates don't receive updates and must be re-enabled first. Disabling only stops updates - it doesn't remove rates from the channel.