Frequently Asked Questions

CRS

Why do I need a transaction code when creating an add-on?

Transaction codes are used for posting in the finance module. When the unit price is not zero, you must select a transaction code.

Which add-ons need the room setup toggle?

Services that housekeeping must complete during cleaning — for example extra beds, trolleys, or room layout changes.

Why did the hotel-level availability switch turn off automatically?

Because oversale protection is enabled on the inventory page. When actual available rooms are less than or equal to 0, the system automatically turns off hotel-level availability for that date to prevent overbooking. See Inventory.

After hotel-level close, can I still change room type and rate plan availability?

You can change the switches, but they do not take effect. When the hotel level is closed, all products are unavailable. Room type and rate plan switches apply only after hotel-level availability is restored.

What is the difference between rate plan unavailable dates and closing availability?

Why are some rate plans missing on the availability page?

If you cannot find the expected rate plan in the calendar, check:

1. Whether the rate plan is disabled.
2. Whether the date you are viewing falls within the rate plan’s applicable date range.
3. Whether that date is set as an unavailable date for the rate plan.

How do I view base rate change history?

In the single-day, single-room-type rate dialog, click Operation Records.

How do I view rates for past dates?

You can view last month’s rates only; earlier dates are not supported.

After I change price preset rules, do existing rates change?

No. Changes affect only rates generated going forward; existing rates are not modified.

Why does the system sometimes fail to generate an initial rate?

Because there is no comparable historical data (for example a new hotel), or historical data is too sparse.

What if the system rate is far from what we expect?

Adjust the rate manually or edit the price preset rules. The system only provides an initial reference rate, not the final rate.

Why is a rate plan not visible on a channel?

Check:

1. Whether distribution configuration includes that channel.
2. Whether booking protection is set to locked (if so, a promo code is required).
3. Whether the promo code is still valid.

What does booking protection do?

Booking protection controls whether a rate plan is public or locked.

• Locked: Booking protection shows a lock icon. Guests must enter a valid promo code to book (a promo code must be configured).
• Public: Guests can book without a promo code.

Switch status from the rate plan More Options → Public / Lock.

What are rate plan aliases for?

A rate plan alias is the name used on OTA channels for mapping. For example the Rate Code is STD, but the OTA may need STDD — set the alias to STDD.

How do I set different payment methods per channel?

When configuring stey_app or stey_com, a payment method selector appears. You can:

• Leave all methods selected (default)
• Clear methods you do not need
• Use different combinations per channel

Booking and Channels

Owned channel cannot see an RP

Step 1: Check Console → CRS and CMS

1. Whether the RP is disabled.
2. Whether the selected dates fall outside the RP validity window or on non-selectable dates.
3. Whether the dates fail RP rules: advance booking days and min & max stay.
4. Whether the selected room type does not apply to this RP.
5. Whether availability for the RP is closed on the selected dates.
6. Whether the RP has no matching distribution channel.
7. Under CMS → Hotel Content → Rate Plan, whether the RP is hidden.

If configuration is wrong, edit it and recheck; if still unresolved, go to step 2.

Step 2: Contact R&D or QA to investigate CRS

OTA cannot see an RP or shows errors

1. Check Console → CRS configuration.
2. Check OTA back-office configuration.
3. Contact the Derby platform.

Inventory exists but OTA shows no rooms or cannot book

1. Confirm bookings work on owned channels.
2. Check Console → CRS configuration.
3. In Derby, check Troubleshooting → ARI push.

If those look healthy, the issue is likely between Derby and the OTA — contact Derby and the OTA. If not, contact R&D to investigate CRS.

Direct connect failed; ops takes reservations manually

1. Check whether the RP’s distribution channel includes switch.
2. In Derby, open Operation → Reservation:
   • If there is no reservation, email Derby support.
   • If there is a reservation, review the error and follow up (including one-off failures).

OTA booking failed and the reservation did not enter Console

Contact the OTA platform to investigate.