This guide provides a central reference for diagnosing and resolving common issues with Online Travel Agent (OTA) channels connected through the RMS Channel Manager.

Overview

The RMS Channel Manager connects your property to OTAs, booking engines, and distributors.

When a channel is not behaving as expected, this guide helps you identify the issue and find the right solution. Use the sections below to navigate to the relevant troubleshooting topic.

Rates or Availability Not Updating on a Channel

If your rates, availability or inventory are not reflecting correctly on a connected channel's extranet or guest-facing pages, follow the steps in this dedicated guide:

• Troubleshooting Rates or Availability Not Updating on a Channel

You can also use the Channel Category Comparison Report as a diagnostic tool to compare what RMS is sending against what the channel is displaying.

Reservations Not Arriving from a Channel

If online reservations made on a connected channel are not appearing in RMS.

This guide covers how to diagnose mapping errors, check critical alerts, and manually create missing reservations:

• Troubleshooting Reservations Not Arriving from a Channel

Related resources:

• Online Critical Alerts in the Message Centre
• Identify Mapping Issues
• Failure Reason RoomTypeId

Overbookings from Online Channels

If your property is receiving overbookings from connected channels, this may be caused by mapping issues, simultaneous bookings, or protection settings. Follow the steps in this dedicated guide:

• Troubleshooting Overbookings

When to Perform a Manual OTA Resync

If you have made changes to rates or availability in RMS and they are not reflecting on a channel, a Manual OTA Resync may resolve the issue. Not all changes trigger automatic updates.

The Manual OTA Resync article includes a table of which changes auto-push to connected channels and which require a manual resync.

Channel Restrictions Not Reflecting (MLOS, Stop Sell)

If Minimum Length of Stay (MLOS), Stop Sell, or other restrictions set in RMS are not appearing on the connected channel, this may be due to channel-specific limitations or push delays.

• Channel Restriction Support Matrix

Related resources:

• Minimum Nights (MLOS)
• Rate Manager Stop Sell

Verifying Your Channel Mappings

Incorrect or incomplete mappings are the most common cause of channel issues. Use these resources to verify your setup:

• Channel Connection
• How to Check and Update Channel Mapping Connections
• Channel Mapping Wizard
• Channel Category Comparison Report
• Fallback Category and Rate Type Mapping