When inventory isn't syncing or showing correctly on a channel, it could be due to unmapped rates, disabled rates, or connection issues.

Check these settings first if you need to force an update or resync your inventory.

Check channel settings and connection

Check your channel settings: Ensure your channel settings are correct, including the property code and any required credentials

Check the channel extranet: Check your setup on the channel and ensure "SiteMinder" is connected as the connectivity provider

Verify channel and rates are enabled and mapped

⚠️ This is the most common cause of inventory not syncing or channels appearing closed.

If a channel is disabled or rates are unmapped, the channel won't receive updates and may show as closed or display incorrect inventory.

Check if the channel is enabled

Check that the channel is enabled (not disabled):

Go to Distribution > Channels.
Verify your channel status shows Enabled (not Disabled).
If disabled, hover over the disabled icon (red/yellow triangle warning icon) to see the error message.
Fix the error, then re-enable the channel in Channel settings.

Check for unmapped rates

Check your rate mapping and ensure there are no unmapped rates. Note: some channels require you to map one room rate to multiple rate types (such as sell rates, package rates, and derived rates).

Go to Distribution > Channels tab.
Click on the ellipsis button (three dots button) next to the channel name.
Select Edit room rates mapping.
Check that your room rates are mapped to the correct channel rates.
Click on the channel room rate then click Configure.
Make sure "Start updating channel" is set to Yes to start sending inventory updates. (If disabled, it will be set to No).
To see unmapped rates, filter by Unmapped.
To see disabled rates, click More filters > under Rate update status, select Disabled.

Missing room rates: If you cannot locate a specific rate to map to on the channel, check with the channel to confirm if the room rate is active. New rates can take up to 60 minutes to appear in your platform after creation in the channel's extranet.

Check for disabled rates

Check there are no disabled rates. If there are any disabled channel rates, fix the error, then re-enable the rate.

Go to Distribution > Channels.
Click the ellipsis button (three dots) next to the channel.
Select Edit room rates mapping.
Click the more filters button.
In the Rate update status drop-down, select Disabled.
This will show only your disabled rates.
Hover over the disabled icon (red/yellow triangle warning icon) in the mapping list to see the error message.
Or click on the disabled channel rate and select Audit to view the error history.
You can also check your Dashboard under Property status for alerts about disabled rates.

Re-enable a disabled rate

First, fix any errors that caused the rate to become disabled.

Click on the channel rate > click Configure.
Make sure "Start updating channel" is set to Yes.
Click Save.

Also check:

Check if your channel supports these types of inventory updates.
Look for any slow updates affecting the channel messages on your Dashboard.
Look for any connection interruption messages on your Dashboard.
If availability is lower than expected, check if there are yield rules set up.
If rates are lower than expected, check minimum rate settings.
If you see cheaper prices on the OTA website, check if the channel is applying its own promotions or discounts directly in the extranet.

Common inventory sync issues and solutions

Rates showing incorrectly on channel

Example: You updated your room rate in your platform, but it's showing incorrectly on the channel.

Ensure the rate values in your Inventory grid shows the correct value.
Check if you have a rate multiplier enabled in your channel settings.
Check for any promotional discounts active on the channel's extranet.
Check the Currency conversion setting isn't causing the difference.

Stop sells not working

Example: The room is still bookable on the channel even though you have applied a stop sell.

Verify the stop sell appears in your inventory grid.
Check if the channel supports rate-level stop sells (green indicator in the channel rate configuration).
Check the channel's extranet to check for any settings that might override your stop sell.

Reservations received despite zero availability

⚠️ If you receive a reservation even though your platform was sending zero availability to a channel:

Contact the channel directly and request the XML logs for the specific reservation to investigate why the booking was accepted.
To confirm zero availability was correctly sent to the channel, please contact us.

Availability delays and yield rules

Availability can take up to 5 minutes to update across your channels. To prevent double bookings, you can set up an automatic closure yield rule to automatically apply a stop sell when your room availability reaches 1.

If your availability is lower than expected, check if there are any active yield rules (Distribution > Yield rules).

Check your inventory in the Inventory grid

If you see incorrect inventory on the channel, check the values in your Inventory grid:

Go to Distribution > Inventory.
Compare the values with what appears on the channel.

Look for symbols or colours on the inventory grid that might explain rate differences:

Look for symbols or colours on the inventory grid that might explain rate differences (click on the question mark button to open the legend to see what they mean):

Down arrow (↓): Error: your rate is below the minimum rate setting.
Crossed arrows icon: Rate multiplier is enabled.
Calculator icon: Currency conversion is active.
Orange boxes: Stop sell or no availability restrictions.
Alert icon: The channel rate is disabled and not receiving updates.
Red highlighting: Invalid values that channels cannot accept.

Check supported inventory data

Check what inventory data the channel / specific channel rate supports. Not all channels (or certain rates) support all types of inventory updates.

Check on inventory grid:

Dashes (-) for all rates means the channel doesn't support that update type.
Dashes (-) for specific rates may mean updates are blocked for certain rate types (like package or derived rates).

Check in channel rate configuration:

In the mapping, check the inventory types under Data supported by this channel rate / Data not supported by this channel rate:

Go to Distribution > Channels.
Click on the ellipsis button (three dots button) next to the channel name.
Select Edit room rates mapping.
Click on an existing channel rate > click Configure.
Supported inventory types will show in blue under the heading Data supported by this channel rate.
Inventory types not supported will show in grey under the heading Data not supported by this channel rate. These inventory types are not supported and cannot be sent to the channel.

Check for channel connection issues

Check your Dashboard > Property status for any alerts about connection issues:

Channels experiencing delayed updates means updates may take longer to sync.
Channel connections interrupted could indicate a sync issue, a disabled channel, or a performance issue (such as an unexpected incident or scheduled maintenance).

Connection issues can usually be resolved by waiting until the system processes the backlog, but persistent problems may require refreshing your mapping.

Refresh mapping / Manual push

If you've already tried troubleshooting steps, we may need to manually help resend/push inventory to the channel. Contact our support team and provide: