Online reservations occasionally fail to integrate from Guestlines' Distribution Hub to Rezlynx PMS. Regular monitoring helps you catch and resolve these issues quickly. Checking for error warnings should be completed regularly to ensure any reservation issues are dealt with in a timely manner.
Where to check for errors
You can check for errors in either of these ways:
Standard Monitoring page - as outlined in this article.
Or if you are a Best Western property, you can check your monitoring pages in another way.
To check for error warnings on the monitoring page of Distribution Hub, navigate to the Distribution Hub monitoring page in either of the following ways:
Within Rezlynx PMS, navigate to Distribution Hub, then under the Connections menu select Monitoring.
OR Within the Distribution Hub, navigate to Monitoring, and select Monitoring.
Check in the top right-hand corner of the screen if the option to Temporarily view standard monitoring shows, then select this.
The monitoring page shows the error warnings generated. The number of error warnings specifically for reservations to the PMS interface are found at the very bottom of the monitoring page.
How to find the cause of an error
You can determine the cause of the error warnings by reviewing the individual warnings and their comments.
To access the error warnings and the cause of the warning, follow the steps below:
Within the Monitoring page, scroll down to the PMS interfaces section.
Click on the number displayed under the red warnings column for your property under PMS interfaces.
A list of all the monitoring warnings is displayed. Review the timestamp and comments section for the cause of the warning.
🤓 Tip: If the warning message doesn't provide a clear cause, click View to see the XML response which details the cause further.
How to resolve common errors
Once the error warnings are reviewed, the cause of the issue can be seen in the comment section. You can then take action to resolve the warning. If the warning comment is not clear enough as to the cause, click View to see the XML response, which details the cause further.
Below are some of the most common error warning comments seen:
Comments: Booking was due to arrive on a past date
This error is generated when a modification or cancellation has been made to a booking after the expected check-in date.
To resolve this error:
Check the requested changes in the OTA portal.
Verify if manual updates to the reservation are needed.
Confirm whether cancellation policies prevent the changes.
Contact the guest via the OTA portal.
Comments: Not processed as checked-in reservation
This error is typically generated when a modification or cancellation has been made to a booking after the reservation has been checked in within Rezlynx PMS. Checked-in reservations cannot be modified or cancelled and will always cause an error for you to review.
To resolve this error:
Check the requested changes in the OTA portal
Verify if manual updates to the reservation are needed
Confirm whether cancellation policies prevent the changes
Comments: Could not receive message
This error is occasionally seen by sites when the reservation data cannot be received by the system.
To resolve this, follow the steps below:
The "Could not receive message" comment does not confirm the exact cause of the issue - to find the cause, click View on the right.
The XML screen shows the response at the bottom of the screen, you may have to scroll to see the "CAUSED BY:" data.
🤓 Tip: Use CTRL+F on a PC to search for "CAUSED" more quickly within the XML. IMAGE or VIDEO PLACE HOLDER The example above is a time-out error. We now need to check if that information was re-sent into the system.
Close the XML and note the CRS Conf Number on the warning message.
Navigate back to the Monitoring page and in the top section across from Reservations, click on the number under the Green traffic light.
Enter the CRS Number and click Search.
If it states:
Success then no further action is required.
If it is not found, then n avigate back to the Monitoring page and in the top section across from Reservations, click on the Number under the Red traffic light. Enter the CRS number, and click Search. Click Re-submit. If it errors again, you will have to manually update the booking within Rezlynx PMS.
Step 3: Clear the warnings
Once you have dealt with all of the errors, you will need to clear the warnings.
To clear the warnings once you have dealt with them, follow the steps below:
Within the Monitoring page, click on the number displayed under the red warnings column under PMS interface.
A list of all the monitoring warnings is displayed again, tick the box on the left of all of the warnings you have dealt with. These will be removed from the list and deducted from the warning number on the monitoring page.
Once you've cleared down the warnings, do revisit this screen after the next channel update.