How to identify and fix Channel Mapping issues in RMS

Overview

When an online reservation fails to be delivered to RMS, the issue often stems from incomplete or incorrect channel mapping.

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

This article explains how to identify which channels have mapping problems and how to fix them by matching your RMS categories and rates to your channel's portal.

How It Works

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.

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.

Verify mappings by comparing RMS mapping to the property's listings in the channel's extranet portal.

Guide

In the side menu of RMS, go to Setup > Online Bookings > Channel Management.

1. Select the Channel for the failed reservation.
2. Click Edit.
   
    
3. Navigate to the Connection Information tab.
4. Review any Retail Website Categories showing (No Link) in either the RMS Category or RMS Rate Type column.
   
    
5. For mapping showing (No Link), click the Category dropdown and select the matching category from RMS.
6. Click the Rate Type dropdown and select the matching rate from your RMS system.
7. Select Save/Exit.
   

What to Do After Fixing Mappings

Once you have finished the mappings and clicked 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 the Issue Persists

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, capitalization, 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.