Troubleshooting Channel manager errors

Channel Manager APIMews APITroubleshooting in Mews

In this article you can learn about troubleshooting the following Channel manager errors:

 

 

Reservations do not appear in Mews

The Receive reservations option is not enabled

  1. Go to the Main menu > Marketplace > My subscriptions,
  2. Find your channel manager integration.
  3. Click Edit. 
  4. Under the Enabled operations field, select Receive reservations or Download Reservations.
  5. Click Save. 

If this option is already selected and the integration is enabled, contact your channel manager support to request the full logs and timestamp of the reservation before creating a case with Mews support.
 

Reservations have an error in the format

  1. Go to the Main menu > Queues > Channel manager.
  2. Confirm the most recent queue item doesn't have "Failed" status. If it does, click and open the queue item.
    1. Read the results in the Results section.
    2. Send this information to the channel manager support.

 

Notification email

Check your inbox for any failed reservation notifications. This email is sent to the notification email address set in the channel manager integration.
 

Reservation is not in the channel manager extranet

Reach out to your channel manager support.
 

Existing reservations are not updated or canceled

The Receive reservations option is not enabled

  1. Go to the Main menu > Marketplace > My subscriptions. 
  2. Find your channel manager integration.
  3. Click Edit. 
  4. Under the Enabled operations field, select Receive reservations or Download Reservations.
  5. Click Save.

If this option is already selected and the integration is enabled, contact your channel manager support to request the full logs and timestamp of the reservation before creating a case with Mews support.

 

Reservations have missing or incorrect information

Channel manager sends incorrectly formatted reservations to Mews

Contact Mews support and request the reservation logs to forward to your channel manager. You can learn more about how to read and interpret Channel manager logs here.


 

Reservation was created despite restrictions

Restrictions are missing or incorrect

Review rate restrictions and delete or correct any incorrect or missing restriction.
 

The Upload restrictions operation is not enabled

  1. Go to the Main menu > Marketplace > My subscriptions. 
  2. Find your channel manager integration.
  3. Click Edit. 
  4. Under the Enabled operations field, select Upload restrictions.
  5. Click Save.

If this option is already selected and enabled, contact Mews support and your channel manager support. If not, send a manual upload and check if it fixes the issue.

 

Reservation was assigned to the wrong space category

Check your inbox

A notification email is sent if a reservation arrives with a space code that is not mapped in Mews. Then the default space category is assigned. If the code is missing from mapping in Mews, then add this code in Mews and link it to the correct space category. 
 

Reservations have missing or incorrect products

You can learn more about products and Channel manager here.

 

Products are not linked to the correct rate

Follow the instructions on how to add a stay product to a rate in Mews. Note: Stay products that have already been charged cannot be connected to a synchronized channel manager rate, either by connecting it directly or through later modification.
 

Product codes are not mapped in the channel manager integration

Check the section Map spaces, rates, and products for instructions here.
 

Frequent overbookings 

This is specific to each channel manager. You can send an example to Mews support and your channel manager support.

Check other articles about the topic: 

Why am I overbooked?

Overbookings - how to find them and solve them?


 

Availability does not match in Mews and the channel manager extranet

 

The manual or automatic uploads are not sent

  1. Go to the Main menu > Queues > Channel manager.
  2. Confirm the most recent inventory update doesn't have "Failed" status. If it does, click and open the inventory update.
    1. Read the results in the Results section.
    2. Send this information to the channel manager support contact.

Note: This is not visible for automatic uploads. Contact your channel manager and Mews support.
 

The space category code is incorrect

Check your email inbox for configuration errors. The notification email is sent to the notification email address set in the channel manager integration.
 

The space category is not mapped in the channel manager integration

Check your email inbox for configuration errors.

  1. Go to the Main menu> Marketplace > My subscriptions. 
  2. Find your channel manager integration.
  3. Click Edit. 
  4. Open Channel manager categories in the integration
  5. Confirm that the Space category code matches the mapping codes for the channel manager.
  6. Email your channel manager support to update the mapping code. You can learn more about how to do so in the Map spaces, rates, and products section here.

 

The Upload availability operation is not enabled

  1. Go to the Main menu > Marketplace > My subscriptions. 
  2. Find your channel manager integration.
  3. Click Edit. 
  4. Under the Enabled operations field, select Upload availability.
  5. Click Save.

If this option is already selected and enabled, contact Mews support and your channel manager support. 
 

Rates do not match in Mews and the channel manager extranet

The manual or automatic uploads aren't being sent

  1. Go to the Main menu > Queues > Channel manager.
  2. Confirm that the most recent inventory update doesn't have a "Failed" status. If it does, click and open the inventory update.
    1. Read the results in the Results section.
    2. Send this information to the channel manager support contact.

Note: This is not visible for delta uploads. Contact your channel manager and Mews support.
 

The Rate code is incorrect

  1. Check your inbox for configuration errors.
  2. Open Channel manager rates in the integration.
  3. Confirm that the Rate code matches the mapping codes for the channel manager.

 

The rate is not mapped in the channel manager

  1. Check your inbox for configuration errors.
  2. Open Channel manager rates in the integration
  3. Confirm that the Rate code matches the mapping codes for the channel manager.
  4. Email your channel manager support contact to update the mapping code. You can find the instructions on how to do so in the Map spaces, rates, and products section here.

 

The Upload rates operation is not enabled

  1. Go to the Main menu> Marketplace > My subscriptions. 
  2. Find your channel manager integration.
  3. Click Edit. 
  4. Under the Enabled operations field, select Upload rates.
  5. Click Save.

If this option is already selected and enabled, contact Mews support and your channel manager support. 
 

No information appears in the channel manager extranet or received in Mews

The integration is disabled

  1. Go to the Main menu > Marketplace > My subscriptions. 
  2. Locate the Channel manager integration and confirm that the integration and the operations are enabled.
  • If they are, contact Mews support and your channel manager support contact.
  • If they are not,
    1. Open the channel manager integration,
    2. Select Enabled
    3. Click Save.
    4. Send a full manual update. 

 

The Mews enterprise is not set up in the channel manager

Contact your channel manager support contact.
 

The channel manager username and/or password fields are empty or incorrect

  1. Go to the Main menu> Marketplace > My subscriptions. 
  2. Find your channel manager integration.
  3. Click Edit. 
  4. Contact your channel support contact.
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