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Why aren't the rates changed in your PMS updating on your hotel website?

Understanding the synchronization between PMS, Channel Manager and booking engine

Key points:

  • The website never displays prices directly: they come from the booking engine.
  • The update depends on the synchronization between your PMS and your Channel Manager.
  • A lag or API connection error can prevent price updates.
  • The site remains static: it does not "push" any pricing data.

When you change your rates in your PMS (Property Management System), these changes don't immediately appear on your hotel website because the site doesn't directly manage pricing. The website simply displays the booking engine, which receives rates transmitted via your Channel Manager. If the synchronization is interrupted, the new rates won't propagate. Here's how to identify and fix this problem.

1. Understanding the synchronization chain

The standard workflow is as follows: PMS → Channel Manager → Booking Engine → Website

  • The PMS (e.g., Mews, Clock, Apaleo, RoomRaccoon…) centralizes your rooms, availability, and prices.
  • The Channel Manager (often integrated into the PMS) distributes this data to the channels: Booking.com, Expedia, and your booking engine (D-Edge, Reservit, Amenitiz, etc.).
  • The website only integrates this search engine; it does not store prices or availability information.

💡 So, if your PMS rates are not updating on the site, the problem lies between the PMS and the engine, never in the site itself.

2. Check the connection between PMS and Channel Manager

Log in to your Channel Manager and make sure that:

  • Synchronization with your PMS is active and up to date.
  • The rates and availability information has been correctly transmitted.
  • No API error messages appear in the dashboard (e.g., “Sync failed”, “Rate not updated”).

💡 If you see an error message, try forcing a manual synchronization. This will often update the rates within minutes.

3. Check the connection between Channel Manager and booking engine

Your search engine (D-Edge, Reservit, Amenitiz, etc.) must receive pricing data from the Channel Manager.

  • Log in to the engine interface.
  • Check the “Received Rates” or “Last Synchronization” section.
  • Check the date and time of the last update.

💡 If the last synchronization was more than 24 hours ago, the API link between the engine and the Channel Manager is likely temporarily disconnected. In this case, contact your engine's support to re-establish the automatic connection.

4. Check period restrictions and pricing rules

Some PMSs apply minimum stay, seasonal, or availability rules. 💡 For example: if you have modified a rate for a period not open for booking, it will not be transmitted to the engine. Verify that the period, room type, and rate plan are active and published.

5. Check the currency and taxes in the engine

In some cases, the price is correctly updated but appears "incorrect" due to a difference in:

  • Currency (EUR vs USD)
  • VAT or tourist tax (displayed excluding or including VAT) 💡 Check in your search engine to see if taxes are included in the prices displayed to the public.

6. Test the website update

Once synchronization is restored:

  • Reload the website page and click on “Book”.
  • Open the engine in a private window (to avoid caching).
  • Please check that the new prices are displayed correctly.

💡 If the engine integrated on your site is displayed via an iframe, it will automatically load the updated rates as soon as the synchronization between PMS and engine is complete.

7. If the problem persists

Contact the technical support of your Channel Manager or booking engine with this information:

  • The hotel in question
  • The price has been changed in the PMS.
  • Time for change
  • The affected channel (direct site) will allow them to manually restart the API synchronization to correct the discrepancy.

Conclusion

The hotel website has no influence on the displayed rates; it simply integrates the booking engine. If your new prices aren't updating, the problem lies with the synchronization between the PMS, Channel Manager, and the engine. A quick check of the API connection, sales restrictions, and currency settings usually restores the correct rate display within minutes.