Troubleshooting OTA, CRS and Interface Sync

Troubleshooting · Updated 2026-10-25

SunPMS does not sell rooms itself; a CRS / channel manager does. Pushes are queued: "success" on a sync screen only means "queued" (Sync overview).

Symptom: CRS or Sync menu items are missing

Causes: the property is not flagged as CRS-connected (SunTatva support sets it), the licence CRS / OTA Channel Manager is missing (Not licensed), the user lacks the privilege, or no interface exists (the Select Interface list is filled from Webhook settings).

Symptom: I clicked Sync, got a success message, but the OTA did not change

Likely causes, ranked:

1. Not delivered yet. Wait a few minutes; the partner may take longer.
2. Processing failed. Open CRS Bulk Update, find the push, read CRS Result.
3. Wrong room type, rate type mapping or date range (Rate type has Rate Type Mapping to OTA rate types).
4. Closed by restriction: stop sell, closed to arrival, minimum or maximum nights (Restrictions). Syncing twice is safe: a sync resends current values.

Symptom: wrong availability on the OTA

Symptom: an online booking did not arrive

Check Search Reservation by guest name and the CRS number; look for a cancelled or no-show folio. If missing, the CRS may have failed to deliver it: ask the channel manager to resend, and check the room type and rate type mapping. Booking engine bookings can be auto-assigned a room with Auto assign room to CRS Reservation (Rental Setting).

Symptom: the partner shows duplicates after Sync Reservation

SunPMS resends full folio data. The partner must match on folio number (Sync reservation).

Symptom: OTA Reconciliation shows differences or Report to OTA is greyed

Reconcile first and there must be a discrepancy. A row without a check box has a departure outside the current reporting month; handle it with the OTA. Engine 2 posts to Expedia, other engines to Booking.com (OTA reconciliation).

Symptom: no-show or cancellation not reported to the OTA

It is sent after the audit when No-Show is on and by cancel; manual revenue posting setting may delay revenue (No-show/cancel revenue posting).

Symptom: card not reported to the OTA

Use Report To OTA after authorization (Credit card authorization).

When to escalate

Status stuck at Sent To Queue Success; Processing Failed with an unclear CRS Result; consistent mapping errors; Wednesday-only updates.

Tips and FAQ

• Q: I clicked Sync and saw a success message but the OTA did not change. A: The message means "queued". Wait a few minutes, then check the history in CRS Bulk Update. If the status is Processing Failed, open CRS Result for the reason.
• Q: Is it safe to sync twice? A: Yes. A sync sends the current values again; it does not add or remove rooms.