This article provides information on how to read and interpret the Channel Manager logs, to help resolve different issues that might arise.

Channel Manager logs can include inventory updates that Mews sends, and new reservations made via the Channel Manager. The logs could be important to the Channel Manager support team for resolving queries.

For an explanation of how to access the Channel Manager logs, see How to access Channel Manager logs .
 

General information

Time-stamp

It is important to check at what time Mews sent an inventory update or received a reservation. Each log from SiteMinder contains a TimeStamp field, which shows the exact time, e.g.

TimeStamp="2005-08-01T09:30:47-05:00"

Echo token

The SiteMinder team might ask you for an 'echo token'. This is a unique identifier for each log and this is how the SiteMinder team searches for logs. Just Ctrl-F your log to search for EchoToken and share the EchoToken id with the SiteMinder team, e.g.

EchoToken="echo-abc123"

Availability & Restrictions

To learn more about Availability and Restrictions updates -
https://help-platform.siteminder.com/en/articles/8674045-update-rates-availability-and-restrictions-in-the-inventory-grid
 

Rates

To learn more about Rates updates -
https://help-platform.siteminder.com/en/articles/8674045-update-rates-availability-and-restrictions-in-the-inventory-grid
 

Reservations

To check what reservation action Mews received from SiteMinder, e.g. whether it is a new reservation, a change to an existing reservation, or a cancelled reservation, check the ResStatus field. This is normally one of three values - Book, Modify, or Cancel, e.g.

ResStatus="Book"

Use cases

The following examples only apply to SiteMinder integrations using the SiteMinder API. In all cases, the data is in XML format.
 

Contents

1. Inventory update - check the number of rooms

2. Inventory update - check the price

3. Inventory update - what rooms did we close?

4. Reservations - are guest details missing?

5. Reservations - troubleshooting payment cards

6. Reservations - where can I see the per-night price?

7. Reservations - where can I see the guest count?

8. Reservations - where can I see which products are booked?

9. Reservations - where can I see the total price?

10. Reservations - is there a company profile attached?

11. Reservations - what channel was used?

12. Reservations - troubleshooting reservation numbers

1. Inventory update - check the number of rooms

This is how Mews displays the number of available spaces or rooms. Note: 'InvTypeCode' is the space category mapping code, and 'Start' and 'End' show the time period.

  <AvailStatusMessages HotelCode="HOTEL">
    <AvailStatusMessage BookingLimit="10">
      <StatusApplicationControl Start="2010-01-01" End="2010-01-14" InvTypeCode="SUP"/>
    </AvailStatusMessage>
  </AvailStatusMessages>

2. Inventory update - check the price

This is how prices look in the logs. In this example, the price applies for the space category 'A1K' and the rate code 'BAR'. Note: Mews always sends default price, this integration does not support prices for different guest counts. The amount could be 'AmountAfterTax' or 'AmountBeforeTax', depending on your configured legal environment, i.e. gross or net.

    <RateAmountMessage>
      <StatusApplicationControl InvTypeCode="A1K" RatePlanCode="BAR"/>
      <Rates>
        <Rate CurrencyCode="AUD" Start="2010-01-01" End="2010-01-14" Mon="0" Tue="0" Weds="0" Thur="0" Fri="1" Sat="1" Sun="1">
          <BaseByGuestAmts>
            <BaseByGuestAmt AmountAfterTax="123.00"/>
          </BaseByGuestAmts>
        </Rate>
      </Rates>
    </RateAmountMessage>
  </RateAmountMessages>

3. Inventory update - what rooms did we close?

Mews sends all restriction types to SiteMinder, including Closed to Stay, Closed to Arrival and Closed to Departure. The restriction type is given by the 'RestrictionStatus' field.
 

<RestrictionStatus Status="Close" />

<RestrictionStatus Status="Open" />

<RestrictionStatus Status="Close" Restriction="Arrival" />

<RestrictionStatus Status="Open" Restriction="Arrival" />

<RestrictionStatus Status="Close" Restriction="Departure" />

<RestrictionStatus Status="Open" Restriction="Departure" />

Example: closed to stay

In this example, the restriction applies for the rate and space category combination: InvTypeCode="SUP" and RatePlanCode="GLD"

    <AvailStatusMessage>
      <StatusApplicationControl Start="2010-01-01" End="2010-01-14" InvTypeCode="SUP" RatePlanCode="GLD"/>
      <RestrictionStatus Status="Close" />
    </AvailStatusMessage>
  </AvailStatusMessages>

Example: closed to arrival

In this example, the restriction applies for the rate and space category combination: InvTypeCode="SUP" and RatePlanCode="GLD" 

   <AvailStatusMessage>
      <StatusApplicationControl Start="2010-01-01" End="2010-01-14" InvTypeCode="SUP" RatePlanCode="GLD"/>
      <RestrictionStatus Restriction="Arrival" Status="Close" />
    </AvailStatusMessage>
  </AvailStatusMessages>

Example: closed to departure

In this example, the restriction applies for the rate and space category combination: InvTypeCode="SUP" and RatePlanCode="GLD" 

    <AvailStatusMessage>
      <StatusApplicationControl Start="2010-01-01" End="2010-01-14" InvTypeCode="SUP" RatePlanCode="GLD"/>
      <RestrictionStatus Restriction="Departure" Status="Close" />
    </AvailStatusMessage>
  </AvailStatusMessages>

Example: Minimum stay

In this example, the restriction applies for the rate and space category combination: InvTypeCode="SUP" and RatePlanCode="GLD". 'Time="2"' shows the minimum length of stay, in days.

    <AvailStatusMessage>
      <StatusApplicationControl Start="2010-01-01" End="2010-01-14" InvTypeCode="SUP" RatePlanCode="GLD"/>
      <LengthsOfStay>
        <LengthOfStay MinMaxMessageType="SetMinLOS" Time="2"/>
      </LengthsOfStay>
    </AvailStatusMessage>
  </AvailStatusMessages>

Example: Maximum stay

In this example, the restriction applies for the rate and space category combination: InvTypeCode="SUP" and RatePlanCode="GLD". 'Time="7"' shows the maximum length of stay, in days.

    <AvailStatusMessage>
      <StatusApplicationControl Start="2010-01-01" End="2010-01-14" InvTypeCode="SUP" RatePlanCode="GLD"/>
      <LengthsOfStay>
        <LengthOfStay MinMaxMessageType="SetMaxLOS" Time="7"/>
      </LengthsOfStay>
    </AvailStatusMessage>
  </AvailStatusMessages>

Removing maximum stay restriction

When you remove the maximum stay restriction in Mews, Mews sends 'SetMaxLOS' as 999 days. This is the maximum value that SiteMinder can accept and requires Mews to send when no maximum stay restriction applies.

    <AvailStatusMessage>
      <StatusApplicationControl Start="2010-01-01" End="2010-01-14" InvTypeCode="SUP" RatePlanCode="GLD"/>
      <LengthsOfStay>
        <LengthOfStay MinMaxMessageType="SetMaxLOS" Time="999"/>
      </LengthsOfStay>
    </AvailStatusMessage>
  </AvailStatusMessages>

4. Reservations - are guest details missing?

If you're not sure why the guest phone number or any other guest details are missing in the reservation, you can find the reservation log and check to see what SiteMinder sent. If the details are missing from the log, then Siteminder did not send them across and you should check with SiteMinder support why they are missing.

To find the exact reservation log, search the Channel Manager queue and filter for Type 'reservation processing' and for a Start and End time based on the reservation creation time. If you have more than one Channel Manager integration, filter for SiteMinder under 'Client'.

This is how a guest profile looks in the SiteMinder reservation log:

  <Profile ProfileType="1">
    <Customer>
      <PersonName>
        <GivenName>James</GivenName>
        <Surname>Bond</Surname>
      </PersonName>
      <Telephone PhoneNumber="555-1234"/>
      <Email>[email protected]</Email>
    </Customer>
  </Profile>

5. Reservations - troubleshooting payment cards

For security reasons, full card details are never displayed, you can only see the expiry date and the card holder name. You can find the list of card provider codes that SiteMinder supports here. 

  <Guarantee>
    <GuaranteesAccepted>
      <GuaranteeAccepted>
        <PaymentCard CardCode="VI" CardType="1" CardNumber="4444444444444444" ExpireDate="1114">
          <CardHolderName>Bruce Wayne</CardHolderName>
        </PaymentCard>
      </GuaranteeAccepted>
    </GuaranteesAccepted>
  </Guarantee>

6. Reservations - where can I see the per-night price?

This is an example of how the system represents per-night prices. 'RoomTypeCode' is the booked space category, 'RatePlanCode' is the booked rate, and 'NumberOfUnits' is the quantity of spaces booked.

  <RoomRates>
    <RoomRate RoomTypeCode="DR" RatePlanCode="RAC" NumberOfUnits="1">
      <Rates>
        <Rate UnitMultiplier="3" RateTimeUnit="Day" EffectiveDate="2022-03-12" ExpireDate="2022-03-15">
          <Total AmountAfterTax="30.00" CurrencyCode="USD"/>
        </Rate>
    </Rates>
  </RoomRate>

7. Reservations - where can I see the guest count?

'GuestCount' gives the number of adults and children in the booking, divided into different age brackets. Each age bracket has a different 'AgeQualifyingCode'. You can find the full list of codes in the SiteMinder documentation.

  <GuestCounts>
    <GuestCount AgeQualifyingCode="10" Count="1"/>
  </GuestCounts>

8. Reservations - where can I see which products are booked?

To see details of what products were booked along with the stay, including prices and dates, search for "EXTRA" within the message log.

'ServiceInventoryCode' is the product mapping code, this maps to a specified product in your Channel Manager integration settings. 'Quantity' shows how many products were booked. 'ID' is another form of identifier SiteMinder uses for product codes, Mews does not support this, so you can ignore this. 'Total' shows the total cost of all booked products against the reservation. 'AmountAfterTax' or 'AmountBeforeTax' depends on your configured legal environment, i.e. gross or net.

  <Services>
    <Service ServiceInventoryCode="EXTRA" Inclusive="true" Quantity="1" ID="12345" ID_Context="CHANNEL" Type="18">
      <Price>
        <Total AmountAfterTax="80.00" CurrencyCode="USD"/>
      </Price>
    </Service>

9. Reservations - where can I see the total price?

The system specifies total price for the booking as 'Total' under 'ResGlobalInfo'. This includes the sum of amounts for each night of the stay, plus the total of extra products. Mews receives this value from the Channel Manager, the value is altered only if you configure the system with Product Rules that state that Mews should add an amount on top.

  <ResGlobalInfo>
    <Total AmountAfterTax="120.00" CurrencyCode="USD"/>

If configure your property for gross pricing, Mews uses 'AmountAfterTax'; however if you configure it for net pricing, then Mews uses 'AmountBeforeTax' and calculates taxes as per your legal environment.
 

10. Reservations - is there a company profile attached?

The company name is attached to the channel information, so first of all search for the channel - see 11. Reservations - what channel was used? below.

The system records the company information like this:

  <Source>
    <RequestorID Type="22" ID="SITEMINDER"/>
    <BookingChannel Primary="true" Type="7">
      <CompanyName Code="WTF">Wotif</CompanyName>
    </BookingChannel>
  </Source>

Note: The Company name within <CompanyName Code="WTF">Wotif</CompanyName> is "Wotif".
 

11. Reservations - what channel was used?

To see which channel the reservation was made through, search the message log for 'BookingChannel'.

Tip: This can be useful when you are not certain if SiteMinder sent the correct channel mapping code and it affected your Travel Agency mapping. You don't need to copy the codes when mapping Travel Agency profiles, just simply pick them from the drop-down menu when setting up Travel Agencies, as explained under Method 1 here. They are already connected to the listed channel codes.

The system records the channel information like this:

  <Source>
    <RequestorID Type="22" ID="SITEMINDER"/>
    <BookingChannel Primary="true" Type="7">
      <CompanyName Code="WTF">Wotif</CompanyName>
    </BookingChannel>
  </Source>

'Type' refers to the type of channel, e.g. GDS or CRS. You can find a complete list of channel types used by SiteMinder here. 

Note: The Booking channel within <BookingChannel Primary="true" Type="7"> is 7. Use the SiteMinder channel code list to identify the corresponding channel name.  

 

12. Reservations - troubleshooting reservation numbers

You can find the reservation number under 'HotelReservationIDs'. 'ResID_Type' is the reservation ID type. See here, 'ResID_Value' is the actual value.

  <HotelReservationIDs>
    <HotelReservationID ResID_Type="14" ResID_Value="RES_3243525"/>
  </HotelReservationIDs>

Further information

For further information about SiteMinder messages, please consult the SiteMinder documentation here.