Set Up SiteMinder Channel Manager Integration

Quick Setup

Most hotels can finish this setup in about 10 minutes. You need your Publisher ID, Hotel Code, Environment, and REST API Bearer Token. You also need AVA room types for SiteMinder room-type mappings.

This guide helps you connect SiteMinder so AVA receives reservation updates automatically. It works with your PMS, not instead of it. You can also map SiteMinder room types to AVA room types here. Physical SiteMinder room IDs now map on the Rooms page. SiteMinder rate-plan codes now map on Rates & Availability → Rate Plans. The room-mapping workspace still shows summary counts, search, filters, suggestions, and drawer edits. It uses the same similarity rules as Room Access mapping suggestions.

Go to: Settings → Essentials → Channel Manager Integration

Quick Reference

| Setting | What It Controls | What You Enter | | --- | --- | | Channel Manager | Picks the vendor | Select SiteMinder | | Environment | Connects to test or live SiteMinder | Pre-production (Sandbox) or Production | | Publisher ID | Links your SiteMinder account | Your SiteMinder publisher ID | | Hotel Code | Matches the property in SiteMinder | Your hotel code | | REST API Bearer Token | Lets AVA call the REST API | The bearer token from SiteMinder | | Room Type Mappings | Matches SiteMinder room types to AVA room types | Select the AVA room type for each observed code in Settings → Essentials | | Physical Room Mappings | Matches observed SiteMinder room IDs to AVA rooms | Use the workspace on Rooms | | Rate Plan Mappings | Matches SiteMinder rate codes to AVA rate plans | Use Rates & Availability → Rate Plans | | Enable SiteMinder integration | Starts syncing | Turn it on when everything is ready | | SiteMinder reservations missing from the PMS | Shows OTA bookings needing review | Review it after enabling SiteMinder | | Overbooked stays needing a room | Shows accepted OTA stays without assigned rooms | Assign, upgrade, free capacity, or follow your walk procedure |

SOAP credentials

You will not enter SOAP username or password here. AVA manages those credentials globally.

Room type discovery

SiteMinder room types appear after SiteMinder sends reservations. You may not see every code until that happens.

Room mapping locations

Use Settings → Essentials → Channel Manager Integration for SiteMinder room-type mappings. Use Rooms for physical SiteMinder room ID mappings.

Faster room review

Start with Unmapped. Then check Suggestions and Conflicts. That is faster on properties with many rooms.

Before You Start

Confirm these items first:

• You have SiteMinder access for your property
• You have the correct Publisher ID and Hotel Code
• You know whether you are testing or going live
• You have registered the SOAP endpoint URL with SiteMinder

Why this matters

AVA can save the settings without enabling SiteMinder. You must complete the fields before turning the integration on.

warning

Do not turn on the integration until SiteMinder has the correct SOAP endpoint URL. If the endpoint is missing, updates will not reach AVA.

Set Up SiteMinder

1. Go to Settings → Essentials
2. Scroll to Channel Manager Integration
3. Open the Channel Manager dropdown
4. Select SiteMinder
5. Open Environment
6. Choose Pre-production (Sandbox) for testing
7. Choose Production for live traffic
8. Enter your Publisher ID
9. Enter your Hotel Code
10. Paste the REST API Bearer Token
11. Turn on Enable SiteMinder integration
12. Click Save

✓ You should see Connected.

What Happens After You Save

Change	Result
SiteMinder settings saved	AVA stores the local settings immediately.
Settings sync runs	AVA sends the configuration to web-be-channel-manager in the background.
You return later	Secret fields stay masked on the page.
You switch to None	AVA clears the SiteMinder fields.

Secret fields

If a secret field looks masked after reload, that is expected. Only change it if you want to replace the stored value.

Review SiteMinder Reservation Outcomes

Use the reservation outcomes panel to find SiteMinder bookings that AVA has not confirmed in the PMS. SiteMinder can confirm a booking to the guest before the PMS accepts it. Use the separate overbookings panel for OTA stays the PMS accepted while sold out.

1. Go to Settings → Essentials

2. Open Channel Manager Integration

3. Confirm SiteMinder is selected and enabled

4. Review SiteMinder reservations missing from the PMS

5. Open each item and check the guest, confirmation number, stay, room type, and reason

6. Create the reservation in your PMS by hand, or contact the guest

   ✓ The panel opens automatically when SiteMinder is selected and enabled. ✓ It shows items needing attention by default.

Review overbooked stays needing a room

The Overbooked stays needing a room panel appears when SiteMinder is enabled. It lists OTA stays accepted by the PMS while their room type was sold out. Each row shows the guest, reservation or OTA number, dates, room type, and sold-out nights.

1. Review the stay and its sold-out nights

2. Assign a suitable room in AVA or your PMS

3. Upgrade the guest, free capacity, or follow your walk procedure when needed

4. Click Refresh

   ✓ The stay disappears when it has a room, the oversold night is resolved, or the stay is cancelled.

The panel can appear only for PMS connections that support overbooked-stay checks. Unsupported PMS connections show no overbooked stays and skip this check.

Understand reservation outcome statuses

Status	What it means	What you should do
Rejected by the PMS	The PMS refused the booking.	Check the reason, then create it manually or contact the guest.
Delivery failed, retrying	AVA could not deliver the booking yet.	Check the reason and refresh later.
Not confirmed by the PMS	The PMS has not confirmed the booking after 15 minutes.	Check your PMS before creating a duplicate.
Rejected, sent back to SiteMinder	The booking was rejected and returned to SiteMinder.	Follow up with the guest or SiteMinder.
Accepted as overbooking	The booking was accepted despite unavailable inventory.	Assign a room or follow your overbooking procedure.
Resolved by a later update	A later SiteMinder update resolved the earlier issue.	No action is usually needed.
Applied	The booking reached the PMS successfully.	No action is needed.

Resolve an accepted overbooking that still needs a room

The overbookings panel keeps an accepted overbooking visible until its room need is resolved. Use the stay details to review the guest, dates, room type, and affected nights.

1. Review the accepted overbooking in Overbooked stays needing a room

2. Review the stay and the nights that still need a room

3. Assign a suitable room in AVA or your PMS

4. Click Refresh in the overbookings panel

   ✓ The stay leaves the unresolved overbooking list after a successful room assignment.

If capacity becomes available, refresh the panel to update the list. A cancellation or later reservation update can also remove the stay. This view appears only when your connected PMS supports unresolved overbooked stays.

Show all SiteMinder reservations

The panel hides successful reservations by default.

1. Select Show every SiteMinder reservation, not only problems
2. Review successful, pending, and problem outcomes together
3. Clear the checkbox to return to items needing attention

Use Refresh after you create or update a reservation in the PMS. Select Load older to review earlier outcomes.

Use the Room Mapping Workspace

Use this section after the SiteMinder room mapping workspace appears on Rooms.

1. Go to Rooms
2. Find Channel Manager Room Mappings
3. Review the summary counts for Mapped, Unmapped, Conflicts, and Disabled
4. Use search or filters to narrow the list
5. Open a room row or suggestion
6. Select the matching AVA room
7. Use Map, Change, or Unmap in the drawer
8. Click Save

Suggestion behavior

AVA skips AVA rooms that are already mapped when it builds new suggestions. Use Apply all to run the current suggestions one by one. If one suggestion fails, AVA keeps applying the rest.

✓ Suggested matches appear when the SiteMinder room ID or room name is a close match. ✓ Suggestions use the same similarity rules as Room Access mappings. ✓ The drawer warns you if the chosen AVA room is already used elsewhere. ✓ Future reservations use the selected AVA room.

Troubleshooting

SiteMinder cannot be enabled

What you see: A message says you must complete SiteMinder configuration before enabling the integration.

Fix:

1. Confirm Channel Manager is set to SiteMinder
2. Fill in every SiteMinder field
3. Check the Environment selection
4. Turn on Enable SiteMinder integration
5. Click Save again

Connected does not appear

What you see: The page saves, but you do not see Connected.

Fix:

1. Confirm Enable SiteMinder integration is on
2. Refresh Settings → Essentials
3. Check that all SiteMinder fields still contain values
4. Save again

Updates do not reach SiteMinder

What you see: AVA saves the settings, but SiteMinder does not receive updates.

Fix:

1. Confirm the SOAP endpoint URL is registered with SiteMinder
2. Check that your Environment matches the SiteMinder account
3. Recheck the Publisher ID and Hotel Code
4. Save the settings again

SiteMinder fields disappeared

What you see: The SiteMinder fields clear after you select None.

Fix:

1. Select SiteMinder again
2. Re-enter the values
3. Click Save

Room types do not appear

What you see: The SiteMinder room type list is empty.

Fix:

1. Wait until SiteMinder sends a reservation for that property
2. Refresh Settings → Essentials
3. Check again for the new room type codes
4. Save the mapping after the codes appear

Room mappings do not appear

What you see: The Channel Manager Room Mappings panel is missing on Rooms.

Fix:

1. Confirm your active PMS is AVA
2. Confirm SiteMinder is selected and enabled in Settings → Essentials → Channel Manager Integration
3. Confirm the Hotel Code is saved
4. Wait until SiteMinder sends a reservation or room event
5. Refresh Rooms

Duplicate mapping warning

What you see: The drawer warns that the selected AVA room is already mapped.

Fix:

1. Pick a different AVA room
2. Or unmap the other row first
3. Save again

Save failed in the drawer

What you see: The save action fails or the drawer keeps the old value.

Fix:

1. Reopen the same row
2. Confirm the selected AVA room
3. Click Save again

The reservation outcomes panel is missing

What you see: You cannot find SiteMinder reservations missing from the PMS.

Fix:

1. Confirm SiteMinder is selected in Channel Manager Integration
2. Confirm Enable SiteMinder integration is on
3. Save the settings
4. Refresh Settings → Essentials

The reservation outcomes panel shows a load error

What you see: The panel says it failed to load SiteMinder reservations.

Fix:

1. Click Refresh
2. Confirm SiteMinder is connected
3. Check whether other SiteMinder settings load correctly
4. Contact support if the error continues

A SiteMinder booking is not listed

What you see: A guest has a SiteMinder confirmation, but you cannot find it.

Fix:

1. Click Refresh
2. Select Show every SiteMinder reservation, not only problems
3. Select Load older if the booking is not recent
4. Search your PMS using the confirmation number
5. Contact support if the booking remains missing

Do not create a duplicate reservation until you check your PMS.

An accepted overbooking is not listed

What you see: A booking was accepted while sold out, but it does not appear as needing a room.

Fix:

1. Confirm the booking reached the PMS successfully
2. Click Refresh in the overbookings panel
3. Check that the booking still has an unassigned room
4. Confirm your PMS supports unresolved overbooked stays

Some PMS connections do not provide this list. They skip the check instead of showing a load error.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ The SiteMinder section still will not enable
• ❌ You keep losing saved SiteMinder values
• ❌ Updates do not reach SiteMinder after you register the endpoint

Helpful to include:

• Screenshot of the SiteMinder section
• The exact error message
• The time the issue started

Related Guides

• PMS Connection
• PMS Sync Issues
• Hotel Basic Details