When connected to a channel manager, rates are commonly managed in Abode and sent through to your channels. Sometimes you may find that the rate advertised on your online channel is not as expected. There may be several reasons for this. Use the troubleshooting guide below to help you identify the issue.



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Common reasons


You have added additional discounts or deals to the rate


Each online channel offers the ability to choose deals and promos to add to your rate plans and listings. The first place to check is in your OTA account that you do not have discounts or deals added to your rate plan that were mistakenly created or forgotten about. 



The OTA has added additional discounts or deals to the rate


Some of your online channels will add additional discounts where they absorb the cost, but offer your guests a discounted rate. An example of this is Booking.com's 'Genius member rates'. Check your contracts with your OTAs and understand the agreements of how these discounts are applied.



You have added a surcharge or additional fee to your room type or listing


This is easy to do when setting up new listings with channels like Airbnb which allow multiple extra charges to be added to the room rate. Check the settings of your listings that you haven't mistakenly added one of these charges.



You have created a new room type or rate plan in your OTA but have not completed the mapping


Technology has come a long way - but it still needs to be told what to do to work! When creating new room types and rate plans, remember that they need to exist in your Abode PMS and your channel manager and your online channel. For those three systems to talk to each other you need to 'map' the room types and rate plans together. If you think you've forgotten this step find more instructions in this article - How do I connect (map) my room types and rate plans to my channel manager?



You have a rate modifier or rule set in Abode or your channel manager


  • Check in Abode if you have set a rate plan 'rule' for your connected rate plan by selecting Inventory > Rates & Restrictions and select the dropdown menu to change All plans to All mapped.

  • If using AbodeConnect all-in-one, check in your channel settings if you have a rate modifier applied.

  • If using a separate channel manager, check if you have any rules of modifiers set for your rate plans there.



You have updated your default rates but not checked your daily rates


Select Inventory > Rates & Restrictions to view your daily rates. These are the rates sent to your channel manager and will override any default rates set in Settings > Accommodation > Rates.



Rare reasons


You do not have your channel manager configured to accept rate plans from Abode


You or the previous manager/owner of the system may have chosen to manage rates in your channel manager instead of Abode. If you wish to change this configuration please contact [email protected].


  • AbodeConnect - All connected rates should be correct in your AbodeConnect channel manager.

  • SiteMinder - Select Settings > SiteMinder > Options to the check the Rates field. If it states No, then rates should be managed in SiteMinder. If it states Yes, then rates should be managed in Abode.

  • Staah - All rates are sent to Staah and your Staah account is configured whether to accept them. Please contact [email protected] to confirm this.

  • Levart - Please contact [email protected] in all instances.



You have updated your 'default rates' in Abode but not sent a full sync


When updating your default rates in Settings > Accommodation > Rates ensure you select the link on the page to send a full sync once complete.



There has been a system or server error preventing rate updates from successfully sending


Unfortunately, sometimes a server for your PMS, channel manager, or online channel is unavailable temporarily. This means that the systems are momentarily disconnected. Most of the time the systems are designed to recover and update any missing data. If you believe that is not the case please contact [email protected] to investigate.