Reservation alerts refer to notifications that we receive daily regarding reservations that have not been correctly integrated with the Channel Manager, failed reservations due to unavailability (reservation failure), or reservations that are pending but have been charged (Redsys TPV errors).
These alerts are sent via email to each establishment when they occur.
Alerts can be of several types:
- Error in reservation integration
- Reservation Failure
- Redsys TPV Error
How should we manage alerts?
- Error in reservation integration
The email subject will be:
- (CHANNEL NAME) Error in reservation integration: (Engine ticker)
The email body will contain the details of that error.
The same email includes an attached logs.txt file that shows us the error being reported.
The following errors may be reported in the left column and their solutions in the right column:
| Contact support@witbooking.com |
| Contact support@witbooking.com |
| Contact support@witbooking.com |
| Contact support@witbooking.com |
| Notify the channel that has the mentioned problem in the alert. |
| Hotel not found means the hotel is not configured in the Channel Manager. If it is deactivated, it means that we have not carried out this disconnection in Witbooking and you must notify support@witbooking.com If the Channel is active, it means that the channel has not connected that hotel and the hotelier must contact the channel to have it activated. |
| When we send the reservation communication to the Channel, they send us an invalid response, an empty response. We need to ask the Channel why this happened and for them to fix it. |
| Contact the Channel because they are sending us an error indicating that this engine is not registered. |
| Reservation where the guest has entered a postal address in the DNI field, which is not accepted by the Channel. We will delete this value in the reservation data, and it will be sent correctly. |
| {"success":0,"error":"errors found: ErrorType{type=1, nodeList=null, shortText=Bad response received from server: Couldn't replace tokens in request, code=450, docURL=null, status=NotProcessed, tag=null, recordID=null, value=null, language=null}"} | Contact support@witbooking.com |
Reservation Failure - Redsys TPV Error Webhook
These are usually reservations that could not be finalized because at the same time another reservation was being made that left the inventory at zero. The client is on the checkout screen about to finalize the reservation, but the confirmation does not appear, and the checkout screen displays "RESERVATION NOT CONFIRMED". However, despite not being confirmed, a charge is made to their card and this is registered in the reservation. The reservation is in a PENDING status in the back office and the hotel is unaware that it has still been charged.
The following error appears in 2 different emails, but they refer to the same error:
Email 1:
Redsys Error
Environment: prod
Property: xxxxxxx
Reservation: M7890576
Status: PAYMENT_SUCCESSFUL
Email 2:
Reservation Failure - (engine xxxxxxxxxx) , M7890576
Unavailable inventories for (engine xxxxxxxxxx) : M7890576]
RoomStayID [P4481893] at (11-10-2024-13-10-2024) has no inventory available or line is blocked for [dob_2a_HD_bbnr]
Inventories required per day
Inventory [dob_2a_HD_bbnr]: {2024-10-12=1, 2024-10-11=1}
We need to review the reservation and see if we can confirm it or not. If we cannot confirm it, we must refund the client the amount charged.
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