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:
New 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 errors, access the Distribution Hub monitoring page using either method:
Within Rezlynx PMS, navigate to Home, then click on the Distribution Hub Monitoring tab.
Within Distribution Hub, navigate to Monitoring, and select Monitoring.
The new Monitoring page displays the following information:
How to find the cause of an error
Identify errors from email notifications or the system interface.
To identify errors from email notifications, follow the steps below:
Open the email and note the RezRoomsConf No: at the bottom of the email.
Within the Monitoring page, select the MESSAGE Reservations tab.
Enter the RezRoomsConf No in the search bar and press enter on your keyboard.
Click the down arrow next to the error icon to view error details.
🤓 Tip: This provides the cause of the error. See how to resolve common errors in the new section of this article.
To identify errors shown on the Monitoring Page, follow the steps below:
Within the Monitoring page, select the MESSAGE Reservations or MESSAGES Availability tab.
Click Filter to refine the search if required.
How to resolve common errors
Once the error warnings are reviewed, the cause of the issue can be seen in the error section.
Below are some of the most common error warning comments seen:
ERROR: roomlynxError: (BK ref) was due to arrive (date on the past)
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.
Once resolved, click Clear to remove the warning from the monitoring page.
ERROR:Error Code roomlynxError:Problem writing SAAJ model to stream: Connect timed out
This error is generated when there's a delay in processing the reservation from the OTA or system communication issues caused a backlog.
To resolve this error:
Check if the reservation has been re-delivered - this is shown as a line above the error and means you do not need to take any action. As seen in the image below:
If re-delivered: As seen in the image above, no further action is required, click Clear to remove the warning from the monitoring page.
If not re-delivered: Please contact the OTA with the CRS Conf Number to re-send the reservation. Once resolved, click Clear to remove the warning from the monitoring page.
Error Code: roomlynxError:Reservation can not be parsed, reason: The reservation has already been processed.
This error is shown when a reservation has already been checked in within Rezlynx and cannot be updated as a result.
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.
Once resolved, click Clear to remove the warning from the monitoring page.
WARNING: roomlynxError: Replaced the invalid Media Source Code <> with <>
This error is shown when a Media Source code is not linked to the channel and shows a warning for you to address.
To resolve this error:
Navigate within Guestline PMS to Systems, then Codes & Rules.
Select Media Source Codes. Find a code you want to attribute to the booking channel.
Navigate to Disitrbution Hub, them select Mapping.
Select the required channel, then select Media.
Click Add Row.
Input the channel value as shown on the error, then add a Media Source code.
Click Save.
Once resolved, click Clear to remove the warning from the monitoring page.