Abbreviations

HMER - Hotel Mapping Error

MER - Mapping Error

RMER - Room Mapping Error

SMER - Supplier Mapping Error

Overview

Room mapping is the process of matching a hotel's room types across different systems so that the correct rooms are displayed, sold, and booked.

Room mapping examples

There can be several examples of Room Mapping Error as below:

Room Type (Double Room instead of a Junior Suite)
View of the room Type (Skyline, Sea, Garden)
Board type (Half board, full board)

When the RMER is our fault

When a Room Mapping issue is identified through CS Monitoring and we do the mapping for the client, ownership of the issue remains with us. As a result, there is no need to reach out to the provider.

When the RMER is the provider's fault

In case the RMER has not been flagged on CS Monitoring, please follow the below steps:

Report the RMER on the room-mismatch Slack group
Reach the provider to investigate the issue and give solutions if the RMER is their fault

Flowchart

For a larger image of the above, click here.

Process

On CS Monitoring, we can proactively work through RMERs by going to:

LiteAPI > CS Monitoring

Important: Ensure that you have marked the advanced filters as follows:

Escalation: Required
Room discrepancy: Yes

Room Discrepancy Details

Click on the booking where you can more details about the RMER:

Back Office

Notice on Back Office, the room name matches that of the Supplier Room on LiteAPI > CS Monitoring. Therefore, to truly understand what the room type the guest is expecting, you must always use LiteAPI > CS Monitoring > Mapped Room as the source of truth.

Booking Rate

Note that the Booking rate is always mapped to the supplier's room, therefore the guest has paid the correct amount for the incorrect room. This is important to reinforce this fact to the client/guest in case they think that they have paid a higher price for the wrong room.

Booking in the future / InResort

Reach the property to understand whether they are able to accommodate the guest based on what they have booked. If they have availability and the price is reasonable (no more than 150% of the original booking), request that they send us a payment link. Important: Always send the accommodation an email so they can easily respond to us with the payment link.
Inform your Supervisor or Team Leader so they can leave an approval note on the relevant Zendesk ticket.
Once the hotel comes back with the payment link, inform your Supervisor or Team Leader so they can pay for the upgrade with a new VCC.

Property cannot provide a payment link

In case the upgrade is possible but the property does not work with payment links, please ask the property if the following is possible:

Can we send you the VCC via email as an attachment?
Can we provide you the VCC over the phone?

Guest pays for upgrade and invoices us post-stay

As a final option, the guest may pay for the upgrade and invoice us for reimbursement after their stay, provided the cost is agreed and approved by a Supervisor or Team Leader in advance. In case the guest has paid for an upgrade without getting confirmation that we would cover the costs, please still ask them to send us the invoice so it can be reviewed on a case by case basis.

Property cannot provide what the guest has booked / post-stay

When the property cannot provide what the guest has booked (or anything close to it) we can review the compensation table in order to make an offer to the guest (up to 20% of the reservation) and await their response:

Room Mapping Error (RMER aka Room Mismatch)

If the client does mapping with Nuitée – seek to upgrade the room if possible and feasible. If upgrade is not possible – Max 20%
If hotel is at fault - not eligible for compensation

Guest booked one room type but our system offers another (lower category)

Article created on 4th November, 2025

SOP - Room Mapping Error (RMER)

Contents

Abbreviations

Overview