Troubleshooting: Channex isn't syncing

OTA sync issues fall into a small number of buckets. Diagnose in order from the broadest cause to the narrowest — most issues resolve at the connection or mapping layer without needing per-OTA debugging.

Step 1 — Check the connection status

Settings → Integrations → Channel Managers → Channex. The page shows connection status. Green / Active = OK. Red / Disconnected = the connection is down. If disconnected, re-authenticate (you may need a fresh API key from Channex). The connection sometimes drops after Channex billing changes or password resets — re-auth resolves it.

Step 2 — Verify room-type mappings

Backoffice → Room Types → open each type. The channexId field maps your HotelBee room type to a Channex one. Empty = no sync for this type. The Channex configuration page also shows the mapping table; gaps there mean availability and rate updates won't propagate. Fill in any missing channexId values from the Channex dashboard's room types section.

Step 3 — Verify rate-plan mappings

Backoffice → Rates → open each rate plan. The channexRatePlanId field is an array — one entry per room type the rate covers, each entry maps that room type to a Channex rate-plan ID. Missing entries mean the rate won't sync to OTAs for those room types. The Channex dashboard's Rate Plans section gives you the IDs to fill in.

Step 4 — Confirm the change actually saved

Open the rates calendar (Channel Manager → Rates Calendar) for the date and rate plan you changed. Does it show your new value? If not, the change didn't save in HotelBee — the OTA side can't be wrong if HotelBee is wrong. Re-enter, save, refresh.

Step 5 — Wait for OTA propagation

Channex pushes to OTAs immediately, but each OTA processes at its own pace — Booking.com usually within minutes, Expedia 5-15 minutes, Airbnb up to an hour during high traffic. If you've verified mapping and the rates calendar is correct, give it 30 minutes before escalating. Check the OTA's extranet directly (not just public price; the extranet shows the rate the channel manager pushed).

Step 6 — When to contact support

• Connection has been red/disconnected for >24h after re-auth attempts.
• Mappings look correct, rates calendar is correct, but a specific OTA is still on old prices after 1+ hour.
• Inbound bookings from OTAs aren't appearing in HotelBee (one-way sync working, the other not).
• Channex dashboard shows successful pushes but the OTA still shows old data — likely an OTA-side issue Channex needs to escalate.