This article provides step-by-step troubleshooting for when rates, availability, or inventory changes made in RMS are not reflecting on a connected Online Travel Agent (OTA) channel.

Overview

The RMS Channel Manager automatically pushes rate and availability updates to connected channels when certain changes are made in RMS. However, some changes require a manual resync, and other issues, such as incorrect mapping, configuration errors, or channel-side caching, can prevent updates from appearing on the OTA.

This guide walks through the diagnostic steps in order, from the most common causes to escalation.

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.

Step 1 - Verify Channel Mapping

Incorrect or incomplete mapping is the most common reason updates fail to reach a channel. If an RMS Category or Rate Type is not mapped to the corresponding channel room and rate code, updates will not be sent.

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

1. Select the channel connection and click Edit.
2. Review the Room/Rate Mapping section.
3. Confirm each RMS Category and Rate Type is correctly mapped to the corresponding channel room and rate codes.
4. Use the Channel Category Comparison Report to compare mappings across all channels.

Tip! If a mapping row shows 'No Update', RMS will not send rate or inventory updates for that combination. Complete the mapping if the channel should receive updates.

Step 1b — Check “Disable Rate Updates” (Sabre, Hoseasons & AxisRooms only)

For the Sabre SynXis HTNG, Hoseasons OneConnect (Awaze) and AxisRooms connections, a Disable Rate Updates checkbox is available on each mapping row. When this is ticked, RMS will not send rate updates for that room/rate even though availability, restrictions and reservations continue to sync. This is a common cause of rates appearing to be “stuck” on these channels while everything else updates correctly.

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

1. Select the Sabre SynXis HTNG, Hoseasons (OneConnect) or AxisRooms connection and click Edit.
2. In the Room/Rate Mapping section, review the Disable Rate Updates column for the affected room/rate.
3. If rates should be sent from RMS, untick Disable Rate Updates and Save.
4. Perform a Manual OTA Resync for the affected date range, category and rate type.

Tip! If availability is updating on the channel but rates are not, Disable Rate Updates is the first thing to check on Sabre SynXis HTNG, Hoseasons OneConnect and AxisRooms.

Step 2 - Check for Stop Sells or Restrictions

A Stop Sell applied to a Category, Rate Type, or Channel will close availability for the affected dates, preventing bookings from being made on the connected OTA.

1. Go to Charts > Rate Manager.
2. Set the Display to Stop Sell.
3. Expand the relevant Category and Channel rows.
4. Check if a Stop Sell is active for the affected dates.
5. If a Stop Sell is applied unintentionally, untick the checkbox to release it.

Step 3 - Confirm the Category is Available Online

If a Category is set to Inactive or has "Available to RMS Online" disabled, connected channels will not receive updates for that Category.

1. Go to Setup > Category/Area.
2. Select the affected Category.
3. Confirm the Category is Active.
4. Confirm Available to RMS Online is enabled.

Step 4 - Review the Channel Log

The Channel Log records all updates sent to and received from connected channels. Reviewing the log can reveal errors or failed updates that explain why changes are not reaching the OTA.

1. Go to Setup > Online Bookings > Channel Management.
2. Select the channel connection and click Edit.
3. Navigate to the Channel Log section.
4. Review recent entries for errors or failed updates.
5. Note any error messages for troubleshooting or to provide to RMS Support.

Step 5 - Perform a Manual OTA Resync

If the mapping is correct and no restrictions are blocking the update, a Manual OTA Resync will push current rates and availability to the channel.

1. Go to Setup > Online Bookings > Channel Management.
2. Select the channel connection and click Edit.
3. Navigate to Room/Rate Mapping and select Manual OTA Resync.
4. Select the Date Range, Category, and Rate Type to resync.
5. Click Apply.

Please Note! Depending on the date range and number of combinations selected, it may take several minutes for the update to appear on the channel's extranet.

Important! Do not repeatedly perform Manual OTA Resyncs for the same issue. If a single resync does not resolve the discrepancy, the cause is likely a mapping or configuration issue that requires investigation.

Step 6 - Check the Channel Extranet

After performing a resync, verify the data has arrived on the channel side.

1. Log in to the channel's extranet portal (e.g., Booking.com, Expedia, Airbnb).
2. Verify the rates and availability match what is set in RMS.
3. If the extranet shows the correct data but the guest-facing pages do not, contact the channel directly as this is a caching issue on their side.