Why can a discrepancy occur?
Mapping issues
Sync problems with a channel (performance issue)
What can I do if I have a discrepancy?
You can attempt to check where the discrepancy is.
Before contacting our support team, try and identify which system has a discrepancy:
Between your Front Desk and the Channel Manager.
Between your Channel Manager and one or more of your online booking channels.
Note: If you see incorrect inventory on the channel, check the values in your Inventory in Front Desk. All rates should be managed in Front Desk, not Channel Manager.
Check the mapping
Check that all the rates in Channel Manager are mapped correctly to your channels and Front Desk.
Tick the box “Show rooms/rates not mapped to <Property name>” to display the room rates from the Channel Manager that are not connected to Front Desk.
When you notice discrepancies between Little Hotelier and the Channel Manager, you might need to confirm the mapping configuration (mapping codes) with our support team.
When you notice a rate, availability or restriction discrepancy - it could be because an update is stuck somewhere between Little Hotelier and Channel Manager because a configuration has been changed. Attempt a refresh and send an update by changing the value affected twice (change to a random value and Save, then change back to the correct value and save again).
A minimum rate can be configured in three different places:
My apps > Front Desk > Setup > Property details > Minimum Room rate
My apps > Channel Manager > Property name> Property settings > General > Minimum rate
My apps > Direct Booking > Setup > Property > General > Rate settings
To check the mapping is correct, go to My apps > Channel Manager > Channels.
Note: When reporting discrepancies between Channel Manager and an online booking channel to our support team, make sure you are checking the booking channel extranet.
If the Channel Manager has been updated, the channel extranet will match the content of the inventory in the Channel Manager. Discrepancies can occur between the channel extranet and booking site, to resolve this contact the channel's support team.
Check if there is connection with the channel
You can see when the connection with a Channel is functional. To view this go to, Channel Manager > Channels and click the channel you want to check and in the right-hand corner of the page, you should see "Rates mapped: x/y" beside the Refresh button. Instead of X or Y, you should see the number of connected rates followed by the number of rates in the channel extranet that can be mapped.
If the connection is not currently functional, it will show the message "Channel information retrieval failed for (channel name)".
Two reasons for the connection not being functional:
Incorrect configuration details applied in Channel Settings (Hotel code, Username, Password, etc). Contact the channel directly to make ensure the correct information has been provided.
WebService has not been activated on the Channel end of the Channel and therefore is not connected to Channel Manager as a provider. Contact the channel directly to make sure these conditions are fulfilled.
Is the channel enabled?
A channel can be enabled or disabled in the tab “Channel Settings.” A channel must be enabled to receive updates from the Channel Manager.
Check there is no channel rate unmapped or disabled
In order to send updates to a booking channel, the room rates need to be enabled in the channel manager - the status shows Updates Enabled.
A disabled room rate will show a status Updates Disabled.
Clicking on will usually display the reason for the deactivation and some explanations to resolve the problem. Once resolved you can re-activate the room rate selecting YES to the option “Continue updating Channel” and Save.
Ensure there is no cross-mapping in place
What is cross-mapping?
“Cross mapping” happens when the configuration on the Channel Manager and the one on the channel don’t match; all the rates of the same room in the Channel Manager should be configured in the exact same way in the channel.
If rates that belong to the same room in Channel Manager are in different rooms in the channel please be aware that this configuration can cause over bookings, since availability is handled at the room level and if the rates of the same room in the channel manager are mapped to different rooms in the channel the availability can be doubled.
This can happen when a room is booked on a channel when there is not enough availability in Channel Manager.
Example of correct mapping in Channel Manager:
Double Room Availability 2
BAR rate
DUI rate
Total availability in the Double Room on the channel manager: 2
Example of cross-mapping in the booking channel:
Double Room Availability 2
BAR rate
Double Single Use Room Availability 2
Double Single Use rate
Total availability for both Double Rooms 4
Note: The rates shouldn’t be created as rooms unless you split your availability in 2. If not your inventory can get duplicated. If this is your case, you would need to fix your channel’s configuration to reflect the same organisation we have on the Channel Manager. Both configurations have to be identical.
Check Channel Update Period
Each channel has a Max update period that you can check in the Channels tab. The update period can also be configured in Hotel Settings.
Check the Dashboard
The Dashboard provides an overview of your Channel Manager and the connection status of your booking channels. The Dashboard has the following sections:
Hotel Status (a summary of any problems related to your Channel Manager and booking channels)
Channel Status (provides real-time monitoring of all your connected booking channels)
System Alerts (displays any performance issues occurring with a channel)
Announcements
Reservations Received
Top Channels, Last 30 Days
Check your notifications
When a room rate gets disabled in your Channel Manager, you will receive an email notification. To resolve, log in to your Channel Manager and check the room rate affected.