Before you start
Confirm the change was made in Preno (not directly on the OTA). If your rates to the OTAs are connected in Preno under the Rates page, Preno is the source of truth: if connected, changes made on an OTA's extranet are overwritten by the next sync from Preno.
Troubleshooting checklist
Allow time to sync. Updates flow from Preno to your Channel Manager and on to each OTA. This usually takes a few minutes, but can take longer on the OTA end.
Check the room and rate mapping. In your Channel Manager (Preno, SiteMinder or STAAH), confirm the affected room type and rate plan in Preno are mapped to the correct room and rate on the OTA. An unmapped or wrongly mapped rate plan is the most common cause of one channel not updating while others do.
Check for restrictions on the OTA. A stop-sell, closed date, minimum stay or other restriction set with the OTA directly or in the Channel Manager. This can hold a room as closed or booked even though Preno shows availability.
Confirm the rate change itself. In Preno, open the rate for the affected dates and check it saved as expected — including any derived rates or surcharges that adjust the final price. See Derived rates.
Re-push the update. Make a small change to the affected rate or availability in Preno and save it, to trigger a fresh sync through the Channel Manager.
Still not updating?
Please reach out to our support team with the following information:
The OTA and the affected room type and rate plan
The dates that aren't updating correctly
What Preno shows vs what the OTA shows
This allows us trace the exact update through the Channel Manager and find where it stopped.
Important Don't fix a sync issue by editing rates directly within the OTA's extranet. If connected the rates update must come from Preno. This may cause clashing bookings.
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