Why is my channel stuck in 'awaiting setup'?

"Awaiting setup" status is normal for some new channel connections and typically takes 24-48 hours. During this time, the connection is being established, our team may reach out for additional credentials, and you'll receive an email when the channel is ready.

Note: Some channels are automatically enabled and won't show "awaiting setup" status, including Booking.com, Expedia, and Hotelbeds.

If setup takes longer than 48 hours, check the following:

Log in to the channel's extranet and navigate to connectivity or channel manager settings.
Verify SiteMinder appears as connected, with both Rates/Availability and Reservations connected (if applicable).
Confirm your property status shows as Active.
Check your property code matches exactly between the channel's extranet and your Channel Manager
Confirm you've selected the correct connectivity provider (for example, "SiteMinder RDX").

If the channel is still stuck after 48 hours, contact us with your channel name, how long it's been waiting, and your property code.

Why do I see 'could not connect' while mapping if my channel is already active?

The channel has not yet enabled the connection on their side, you will need to contact the channel to establish a connection with ‘SiteMinder RDX’.

Or, some of your channel settings such as your property code, username or password are incorrect. If you need to update your property code, you will need to reach out to our Support team to update this.

Why was my channel deactivated / disabled?

If your channel was automatically deactivated or disabled after activation, you can view the disabled error reason in your Channel Manager:

Go to My Apps > Channel Manager > Channels.
Select the channel you want to view.
Click Configure.
Click Channel Settings.
View the error message displayed.

The error message will explain why the channel was deactivated. Common reasons include missing credentials, connection issues with the channel's extranet, or configuration mismatches.

What does 'all rates found on this channel are currently mapped to other rates' mean?

This message can mean one of the following:

All rates you have created on the channel have been already mapped
The rates are not yet created or active in the channel’s extranet
The new channel rates are not yet visible to be mapped. It can take up to 60 minutes for any newly created channel rates to be available for mapping.
You have created something other than a rate in the channel (a promotion or a room). Mapping can only occur between rates.
Your rate on the channel has the same name or description of another rate from the channel (all channel rate names and descriptions must be unique). Therefore, our system recognises it as a duplicate and doesn’t show it to be mapped until the name and description are changed on the channel.

⚠️ Channel rates are not available for mapping if they are being derived on the channel directly.

What does "Unable to locate" channel rate or "This room rate on your Channel Manager is not connected to a valid room/rate on [CHANNEL]"mean?

If you are seeing an "Unable to locate" or room rate not found error in mapping, it means your Channel Manager can't find a previously mapped rate on the channel's system anymore. The rate still exists in Little Hotelier, but the channel can't match it on their side.

This typically means the rate was:

Deleted from the channel extranet
Suspended or deactivated on the channel
Changed — for example, the name or configuration was modified
Expired — this is common with contract-based rates

⚠️ Inventory updates will not be sent to the channel when a rate can't be located.

How to fix:

Re-map the rate

If the rate still exists on the channel and you want to reconnect it:

Log in to the channel's extranet and verify the rate still exists. If it's missing, create it again.
Go to My Apps > Channel Manager > Channels
Find the channel and click Configure
Click on the Rooms & Rates tab
Click on the rate > edit
Select the correct rate from the channel in the drop-down menu.
Set "Continue updating channel" to Yes.
Click Save.

Disconnect the rate

If the rate is no longer needed — for example, the channel rate was intentionally deleted or is no longer in use — disconnect it from your mapping:

Go to My Apps > Channel Manager > Channels
Find the channel and click Configure
Click on the Rooms & Rates tab
Find the rate
Click on the rate
Select Disconnect from channel
Confirm the disconnection

Note for Airbnb: "Unable to locate" may show while approval off the listing is pending with Airbnb

Trying to map to a channel but get a “Failed to retrieve” status

"Failed to retrieve" usually means connection or credential issues.

Check:

Credentials/property code are correct
SiteMinder RDX connection is active in the channel extranet
There are active room rates in the channel extranet

What is cross-mapping?

Cross-mapping is when incorrect mapping occurs between two rates that have different pricing, restrictions, or availability.

Mapping mismatch

Leaving an incorrect mapping could lead to incorrect pricing, restrictions or availability being sent to a channel. Once you’ve noticed an incorrect mapping, unmap the rate and re-map it.

Configuration mismatch

Your availability is managed at the room level, if rates of the same room in your Front Desk are mapped to different rooms in the channel, there can be a mismatch in availability leading to overbookings.

We recommend you create your rooms and rates in the same structure/naming convention in both your Front and any connected channels, this makes it easier when mapping.

What do I do if a channel is not receiving specific updates?

If your values are not successfully showing on a channel it could be because of one of the following reasons:

Channel support & data limits – the channel or specific channel room rate does not support certain inventory updates from Little Hotelier
There are unmapped or disabled rates
The rate configuration has changed on the channel but it is yet to be updated on the Channel Manager side
The channel shows a "Slow updates" tag on the Channel Manager Dashboard, which indicates there are sync issues with your channel rates. This is not always an error message, when making multiple inventory updates for various dates simultaneously, it takes longer for those changes to reach the channel. Wait a reasonable time based on the number of updates being sent to the channels. Important: Do not attempt a manual push when seeing "Slow updates"
The channel shows a "Performance issues" tag on the Channel Manager Dashboard. This happens when there is a sync issue or reservations are not arriving from the channel. Click on the tag to check for further information.

How to check what inventory data the channel supports

For new channels (during initial connection) only:

Go to My Apps > Channel Manager > Channels
Find and click on the channel you want to connect
Review the supported inventory updates for the channel:
1. Rates
2. Availability
3. Minimum stay
4. Maximum stay
5. Closed to arrivals (CTA)
6. Closed to departures (CTD)
7. Stop sell
8. Inclusions - breakfast, WiFi, etc.

Note: Most channels don't support inclusion updates from Little Hotelier. Supported inventory updates may differ for specific rates.

For existing channels (already connected):

You will see dashes instead of inventory values in the inventory grid
Contact the channel directly or check their extranet documentation to confirm what inventory updates they support

If a channel doesn't support certain inventory data, you'll need to manage these updates directly in the channel's extranet.

Does disabling a rate send a stop sell?

Disabling a rate does not send a stop sell, it only blocks sending inventory updates (rates, availability, and restrictions) to the channel rate. The same applies to disabling a channel, it only blocks the inventory updates to all its channel rates.

💡 To stop selling a rate on a channel, make sure the rate is enabled and then apply a stop sell from the Inventory tab in your Channel Manager .

What do I do if I want to receive reservations but not send updates to a channel rate?

To map rates for reservation delivery only, you can map your rates but leave ‘start updating channel’ on ‘No’ if you don’t want to update rates, availability and restrictions. Make sure you enable the channel.

When do I need to update my channel mapping?

Configuration settings must match exactly between Little Hotelier and the channel's extranet to prevent sync issues and inventory discrepancies. You need to update your mapping when configuration changes are made in either system.

Examples of configuration changes that require this process include room name, rate plan name, included occupants, maximum adults/children/infants/occupancy, extra adult/child/infant rates, room amenities, room descriptions, or any other room rate settings.

If you update any of these details in Little Hotelier, you must manually make the same changes in each connected channel's extranet. After you make changes in the channel extranet, you need to re-save the mapping:

Go to My Apps > Channel Manager > Channels > find the channel.
Click on each affected channel rate to edit.
Click Save (even without making changes).
Wait 60 minutes for changes to sync completely.

When do I need to re-map my rates?

You will need to disconnect and re-map your rates if:

The property code has changed
The rate name on the channel extranet has changed
You changed your business model on Expedia — for example, from Expedia Traveller Preference (ETP) to Expedia Collect (EC) — the mapping will no longer sync. Contact our support team first to update your pricing model settings, then you will need to disconnect and re-map your room rates