This article provides troubleshooting steps for when reservations booked on a connected Online Travel Agent (OTA) or distribution channel are not appearing in RMS.

Overview

When a guest books on a connected channel, the reservation is sent to RMS and mapped to the correct Category and Rate Type using the Channel Management configuration. If a reservation does not appear in RMS, the cause is typically a mapping error, a connection issue, or a channel-side delay. This guide covers the diagnostic steps to identify and resolve the problem.

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.

Important! Reservations that have failed to deliver should be manually created in RMS as soon as possible to prevent overbookings. Investigate and resolve the underlying cause after the reservation has been secured.

Step 1 - Check the Message Centre for Critical Alerts

RMS displays critical alerts in the Message Centre when an online reservation fails to deliver.

1. Check the Message Centre - the envelope icon will flash red if there are unread critical alerts
2. Look for alerts related to the missing reservation
3. The alert will include the Online Confirmation Number and the Failure Reason
4. Acknowledge the alert after the issue has been investigated and the reservation has been manually created

Please Note! Critical alert emails are also sent to the email address configured in Setup > Online Bookings > Online Options > Notifications (Confirmation Email 1).

Step 2 - Identify the Failure Reason

The most common failure reasons and their solutions:

Step 3 - Review Channel Management Mapping

1. Go to Setup > Online Bookings > Channel Management
2. Select the affected channel connection and click Edit
3. Review the Room/Rate Mapping section
4. Compare the mapped room and rate codes with those listed in the channel's extranet portal
5. Add or correct any missing or mismatched mappings

Tip! Use the Channel Category Comparison Report to quickly identify unmapped or incorrectly mapped combinations across all channels.

Consider setting up a Fallback Category and Rate Type Mapping as a safety net for future mapping issues.

When a fallback is configured, reservations with unmapped room or rate codes will still be created in RMS under the fallback Category and Rate Type, rather than failing to deliver.

Step 4 - Check the Channel Log

1. In the channel connection settings, navigate to the Channel Log
2. Look for entries related to the missing reservation's date and confirmation number
3. The log will show whether RMS received the reservation data and why it failed to process

Step 5 - HTNG Connection Issues (SynXis, SiteMinder)

For channels using HTNG connections, such as Sabre SynXis HTNG and SiteMinder HTNG, additional factors may prevent reservations from arriving:

• The 2-way PMS interface must be enabled by RMS Support
• Connection credentials may have expired or changed on the channel side
• The channel may have a processing delay during high-volume periods

If HTNG reservations are not arriving and no critical alerts are displayed, contact RMS Support to verify the connection status.

Step 6 - Reservation Modifications and Cancellations

Some channels support real-time modification and cancellation syncing, while others do not. If a reservation was modified or cancelled on the channel but the change is not reflected in RMS:

• Check the Channel Log for modification messages
• Verify the channel supports 2-way modification sync (refer to the individual channel connection guide in the Help Centre)
• If the channel does not support modification sync, updates must be applied manually in RMS

Still Not Resolved?

Contact RMS Support with the following details:

• The channel name and Online Confirmation Number
• The Failure Reason from the Message Centre (if available)
• Screenshots of the Channel Log
• Whether the reservation is a new booking, modification, or cancellation