This article explains how to identify and fix Channel Mapping issues in RMS.

How Channel Mapping Works

Mapping is the process of connecting your property's Categories and Rate Types to those available on the booking channel.

When a guest books a room on a connected channel, the channel sends the reservation details to RMS. The system uses mappings to translate the channel's product names and rates into your RMS room types and rates. If a mapping is missing or incorrect, RMS cannot process the reservation, and it fails to deliver.

Use this when an online reservation has failed to deliver and you need to check whether the channel's room and rate codes are correctly mapped to your RMS Categories and Rate Types.

Before you start, you will need access to Setup > Online Bookings > Channel Management in RMS and sign-in details for the channel's own extranet portal. Mappings are verified by comparing the two side by side, so both are required.

For channels that require manual mapping setup (such as some custom or integrated channels), you must configure these links in the Channel Management section of RMS.

Please Note! Room Type and Rate Type codes must be consistent between RMS and your channel extranet. Inconsistent codes will result in failed reservation deliveries and failed rate and inventory updates. Always verify that your RMS codes match exactly with the codes used in your channel's management portal.

Please Note! RMS is highly configurable. Some Terminology, User Access & Permissions, Images, Labels, and Functions used in these articles may differ from your setup. CLICK HERE to find out more.

Identify Channel Mapping Issues

1. In the side menu of RMS, go to Setup > Online Bookings > Channel Management.
2. Select the Channel for the failed reservation.
3. Select Edit.
   
    
4. Navigate to the Connection Information tab.
5. Review any Retail Website Categories showing (No Link) in either the RMS Category or RMS Rate Type column.
   
    
6. For mapping showing (No Link), select the Category dropdown and select the matching category from RMS.
7. Select the Rate Type dropdown and select the matching rate from your RMS system.

8. Select Save/Exit.

   

    

What to Do After Fixing Channel Mapping

Once you have finished the mappings and selected Save/Exit, RMS will start sending any necessary updates to the channels right away.

Reservations received from the channel from hereon will now correctly drop in to the room types and rates.

However, reservations that failed before the mapping was fixed will not automatically create.

If you had failed reservations waiting to be processed, you may need to:

• Check online reservation reports to identify which bookings did not go through.
• Contact the guest directly through the channel to confirm their reservation details.
• Manually create the reservation in RMS if required.
• Notify the channel support team if reservations continue to fail after mapping corrections are made.

If Channel Mapping Issues Persist

If you have completed all mapping steps and reservations are still failing to deliver, try the following troubleshooting steps:

• Verify the channel extranet: Log into your account on the channel's website and confirm that your room type names and rates match the RMS Categories and Rate Types you selected. Any discrepancy will cause mapping failures.
• Check for code inconsistencies: Ensure that room type codes in RMS use the same format (spelling, capitalisation, and special characters) as codes in the channel extranet. Even minor differences like "Room A" versus "RoomA" will break the mapping.
• Confirm channel connection status: Return to the Channel Management screen and verify that the channel status shows as "Connected" or "Active". A disconnected channel cannot receive reservations.
• Test with a manual reservation: If possible, create a test booking through the channel to see if the reservation now delivers to RMS correctly.

Contact RMS Support

Important! If none of these steps resolve the issue Submit a Ticket with RMS Customer Support. Include details of the failed reservations and a screenshot of your completed mappings. Provide the channel name, the date of the failed reservation, and the guest name if possible.