Troubleshooting rate discrepancies
If a channel is showing a different rate than expected, or a reservation has come in at an unexpected rate or total, use this article to identify the cause and resolve it.
Is mapping correct? Is the rate mapped correctly to the channel?
Are the channel and rate enabled? Check that the channel is enabled in My apps > Channel Manager > Channels > Channel Settings. Check that the affected rate shows Updates Enabled. If the rate shows Updates Disabled, click the rate to see the reason and steps to resolve it. Once resolved, select Yes to "Continue updating Channel" and click Save.
Does the channel rate support receiving rates from Little Hotelier? Does the channel or channel rate support receiving rates? Check if ‘Rates’ appears in green in the channel rate configuration. If rates appears in red, they are not supported and cannot be sent from Little Hotelier - the rate is managed directly on the channel, common for derived promotional rates set directly on the channel.
Are there any rate multipliers or derivations? Check for any Channel Multipliers or derived rates that may automatically adjust the price sent to the channel.
Are there any active channel discounts or promotions? Check the channel extranet for any active discounts or promotions affecting the final price. If a discount or promotion was applied directly on the channel, the reservation in Little Hotelier will show a lower price than the rate sent from Little Hotelier. The reservation sent to Little Hotelier will show the discounted price sent by the channel/OTA, not the original rate sent from Little Hotelier.
➕ For example, if your inventory rate is EUR 110 and you apply a EUR 10 discount directly on Booking.com, Little Hotelier will show EUR 100 on the reservation.
Check for commission or taxes included in the reservation total: Is the reservation amount different (usually higher) to what the guest paid on the channel? If the reservation total in Front Desk is higher than the amount shown in the channel confirmation e-mail, this is usually because the channel is including commission or taxes in the reservation total sent to Little Hotelier. Contact the channel and ask them for the reservation total without commission or taxes included.
Check rate history for bookings
You can only check the inventory grid for future stay dates. You cannot check past dates.
To investigate a rate for a booking with a past stay date:
Contact the channel: You must contact the channel support team directly (for example Booking.com, Expedia).
Request an investigation: Ask the channel to investigate why the correct rate was sent from Little Hotelier, but the incorrect rate was booked.
When to contact our support team
Contact our support team if:
You have already contacted the channel directly and need to investigate further with us to prove the rate sent to the channel at time of booking.
Audit log and reservation XML limitations
Note the following limitations when investigating rate changes:
Lifecycle Audit Tool: This tool tracks the categories and dates of configuration changes. It does not track exact inventory values, including:
Specific Rate values sent to channels.
Availability numbers pushed to channels.
Stop Sell restrictions sent to channels.
Pricing or restriction changes made in Little Hotelier