This article provides troubleshooting tips for some common PMS issues.
If you're experiencing an issue that is not described here, please contact the Channel Manager support team.
Overview
For a PMS to correctly send and receive information to/from the channel manager, each room setup in the PMS must be correctly mapped to a room type/rate in the channel manager. Common causes of pricing and rate mapping issues include configuration errors, misconfigured rates, and reservation pricing discrepancies.
Additionally, all the channel manager room rates must be correctly mapped to corresponding rooms/rates on booking channels.
If either the 'PMS - The Channel Manager' room mapping, or 'The Channel Manager - booking channel' room mapping is incorrect, the following issues may occur:
"Changes made to a room's pricing in the PMS are not being reflected on my booking channels."
Troubleshooting: Check to see how many channels are affected.
If all channels have incorrect availability, see PMS Connection Check
If one channel has incorrect availability, see Channel Connection Check
Availability Update: "When I update availability for a room in my PMS, the changes don't appear in my booking channel/s."
Check to see how many channels are affected.
If all channels have incorrect availability, see PMS Connection Check
If one channel has incorrect availability, see Channel Connection Check
Failed Reservation Delivery: "I've received an error message saying a reservation delivery has failed."
Check the 'PMS-Channel Manager' mapping of the room related to the failed reservation. See PMS Connection Check
For details on how to resend the reservations see Check your PMS reservation delivery status
PMS Connection Check
Check the 'PMS - Channel Manager' mapping for the affected room:
Click (PMS Name)
Click Room Rates
Click Settings for the affected Room Rate
Check that the Required and Optional fields contain information that correspond to the PMS room. If the information is missing or incorrect make the required change and click Save.
Channel Connection Check
Check 'Channel Manager - booking channel' mapping for the affected room:
Click CHANNELS
Click Channel Settings for the affected channel
Click Update Mapping
Note: If the affected Room/Rate appears in the "...Room/Rates Not Mapped to (Channel Name)" list, click Map to Channel and follow the procedure outlined in this article.Check that the following
The mapping is set to 'Enabled'
The Room/Rate is mapped to the correct channel room
Required and Optional fields contain correct information as corresponding to the channel room
If the information is missing or incorrect, make the required change and click Save.