Understanding channel manager notification emails in Mews Operations

Channel manager notification emails alert you when there is a mismatch or issue between your property's channel manager and Mews Operations. Your property receives these emails to help maintain accurate availability, rates, and reservations across systems. You handle these emails when new reservations come in, when a change is made through an external extranet, or when something goes wrong with an information sync. These notifications appear in your email inbox and relate to settings managed in Mews Operations and your connected channel manager extranet.

To view the email notifications,

• In Mews Operations, go to the main menu  > Queues > Emails.

Learn more about setting the filters and understanding the fields in the queue in our help article The Mail queue.

 

 

In this article you can learn about the following channel manager notification email types:

 

• High urgency: Action required immediately
  • Channel manager configuration error
  • Channel manager creating reservation with unknown rate
  • Channel manager creating reservation with unknown product
  • Channel manager creating reservation with unknown category
  • Channel manager creating reservation with suitable category
  • Channel manager inventory update error
  • Channel manager mapping error
• Common Issues: Important but not urgent
  • Channel manager notification
  • Channel manager operation summary
  • Attempting to cancel a non-existing reservation
  • Channel manager modifying cancelled reservation
  • Channel manager unknown age category error
• Low Urgency: Informational only
  • Channel manager creating group with created travel agency
  • Channel manager creating group with missing travel agency

 

 

 

High urgency: Action required immediately

 

Channel manager configuration error (Very common, high urgency)

 

This email means there is a mismatch between Mews and the channel manager for space or rate categories. The system pauses operations to prevent incorrect data from syncing.

 

Recommended action:

• Use the mapping guide from your channel manager.
• Update the rate and space category mappings in Mews Marketplace > My Subscriptions > Channel Manager.
• Enable operations once fixed.
• Manually push updates until errors stop.

 

Channel manager creating reservation with unknown rate (Urgent)

 

This email means you have not mapped a new rate you created in the channel manager in Mews. Mews assigns a default rate.

 

Recommended action:

• Map the correct rate.
• Manually assign it to the reservation and confirm the reservation total.

 

Channel manager creating reservation with unknown product (Urgent)

 

This email means you have not mapped a product in the reservation in Mews.

 

Recommended action:

• Map the product in Mews.
• Adjust the reservation manually if needed to match the original rate and included products.

 

 

Channel manager creating reservation with unknown category (Urgent)

 

Mews receives a reservation with a space category you have not mapped. The system creates a reservation with a space type that is not originally booked.

 

Recommended action:

• Map the correct space category.
• Assign the reservation to the proper space category in Mews.

 

Channel manager creating reservation with suitable category (Urgent)

 

A space category exists in the channel manager but is not mapped in Mews. The system cannot download or process these reservations.

 

Recommended action:

• Update your space category mappings.
• Send a manual update and try downloading the reservation again.
• If needed, create the reservation manually in Mews.

 

Channel manager inventory update error (Generic but Urgent)

 

This email indicates various reservation delivery issues.

 

Recommended action:

• Escalate the issue to Mews Support and the channel manager for investigation.

 

Channel manager mapping error (Generic but Urgent)

 

This refers to unspecified rate or space category mapping issues.

 

Recommended action:

• Review the details in the email.
• Correct any mapping mismatches.
• Send a manual update for confirmation.

 

 

 

Common channel manager notification emails

Channel Manager Notification

 

This is the most generic message. It alerts you when:

• The system attempts to modify a non-existing reservation
• The system attempts to modify/cancel an already checked-in/out reservation
• The system attempts to modify a reservation that has paid items already
• A reservation contains nights or orders in the past.

 

Why this happens:

• A manual change in Mews is later overwritten by a channel manager update.

 

Recommended action:

 

• Compare the reservation in both Mews and the channel manager.
• Decide which version is correct.
• Adjust one system to match the other.
• Avoid making manual changes in Mews unless the channel supports reservation sync.

 

Channel manager operation summary

 

This message appears when a customer created a reservation in Booking.com before your property connected to Mews.

 

Recommended action:

• Review the reservation in Booking.com and in Mews.
• Confirm that they match.

 

Attempting to cancel a non-existing reservation

 

This notification appears when the channel manager sends a cancellation or modification for a reservation ID that does not exist in Mews Operations.

This can happen when:

• The reservation is already canceled or deleted in Mews Operations
• The reservation was never received in Mews Operations
• You manually created the reservation before connecting to the channel manager, and it does not include the channel reservation ID

Note: Mews Operations and the channel manager rely on a unique channel reservation ID to match updates. If Mews Operations does not have a reservation with that ID, the update cannot be applied.

 

Recommended action:

• Check the status of the reservation. Then either cancel the reservation manually in Mews or create it manually to match the channel manager.

 

Channel manager modifying cancelled reservation

 

This email appears when the channel manager tries to modify a reservation that the system has already cancelled in Mews.

 

Recommended action:

• Review the reservation in both Mews and the channel manager.
• Update one of them to match if needed.

 

Channel manager unknown age category error

 

This happens when a guest’s age in Booking.com does not match your mapped age categories. Note: You must verify this option in Booking.com. If not, the mapping does not work.

 

Recommended action:

• Ensure your age categories include all ages without gaps.
• Update the age category mapping in your integration settings.

 

 

Low Urgency: Informational only

 

Channel manager creating group with created travel agency

 

If you have enabled the Create company and travel agency profiles in the channel manager integration settings, Mews automatically creates travel agency or company profiles when new ones appear in reservations.

 

Recommended action:

• Review the new profile in Mews and confirm accuracy.

 

Channel manager creating group with missing travel agency

 

If you have not enabled the Create company and travel agency profiles in the channel manager integration settings, this message appears when a reservation includes a travel agency that does not exist in Mews.

 

Recommended action:

• Manually create and map the travel agency in Mews.