Su Channel Manager Outage

Update timeline

1. investigating Oct 28, 2026, 11:01 PM UTC

   We have received the following advice from Su. Note that this applies to STAAH customers as well as their conenction is via Su. **Su Platform has been taken offline for emergency maintenance during the following times:** Start: 28/10/2026 15:50 UK time End: TBC. Restoration time to be confirmed What this means: Su Platform will be unavailable for the duration of this maintenance window. Online travel agency (OTA) reservations will not be received through Su platform while the platform is offline. Existing Reservation won't be editable during the maintenance. During the outage, hotels are advised to work directly with respective OTA platforms to view/manage bookings. There may be chances of overbooking as the inventory won't be synced across the OTA platforms. Reporting, messaging and review services also won't be available during the outage and will have to be checked directly on the respective OTA platforms. When the maintenance ends, GuestPoint will do a full push of Availability and Rates for connected properties.

2. investigating Oct 29, 2026, 02:13 AM UTC

   ### We have received the following update from Su: > ** Emergency platform maintenance - Su ** > > The Su Platform has been taken offline for emergency maintenance during the following times: > > Start: 28/10/2026 15:50 UK time > End: TBC. Restoration time to be confirmed > > What this means: > > The Su platform will be completely offline during the maintenance period > > Online Travel Agents (OTA’s) connected to properties on your system via Su will be offline – hence there will be no data flow > > During the outage, we suggest that you advise your properties to manage the OTA’s connected via Su manually via the OTA extranets > > Managing the OTA’s manually will reduce risk of overbookings > > We sincerely apologise for the disruption to services; our teams are working hard to enable the platform to be brought back online. > > At this stage we do not have an ETA on service restoration but will send an update every hour even if there is no change.

3. investigating Oct 29, 2026, 05:07 AM UTC

   We have received no further update from Su at this stage. GuestPoint updates of inventory and requests for reservations are still returning "Service not available" responses from Su servers.

4. investigating Oct 29, 2026, 06:25 AM UTC

   GuestPoint support have received many questions about what happens with OTA bookings once the Su system comes out of maintenance. Su support have provided the following information: > We sincerely apologise for the inconvenience caused by the ongoing unscheduled maintenance. > We would like to assure you that once the maintenance has been successfully resolved, all booking activities received from the OTAs during the outage period will be automatically reprocessed. > This means that no manual action will be required from your side regarding these bookings.

5. resolved Oct 29, 2026, 05:42 PM UTC

   Su is now operating normally as of 1.30am AEST. A full push of all inventory and rates for connected properties is underway.