Included Below

Expedia Failure Process

1. Expedia attempts to send the reservation to Visual One via the b4checkin interface, but b4checkin rejects it for whatever reason (timeout, OTA mapping, b4 mapping, block required, etc).
   
   
2. At 11:00AM AST each day, b4checkin makes a request for all reservations that have failed in the last 24 hours, which are in the "RETRIEVED" status in Expedia, meaning that the reservation is not confirmed.
   
   
3. An attempt is made to re-send those failed reservations into Visual One at this time.
   
   
4. If the reservation fails again, it remains in "RETRIEVED" status at Expedia, and b4checkin continues to attempt to send the reservation into Visual One until it is received and acknowledged.
   
   
5. A property may be notified by Expedia of failed reservations, however b4checkin does not know when or how this notification is sent.
   
   

Timeout Standards Affecting Expedia Bookings

A reservation may time out for one of two reasons:

Situation 1: The BN Web Service fails.

• Server is down
• SSL certificate has expired

Situation 2: The Visual One SQL Database is not responding in a timely manner.

• If the Visual One SQL Database does not return a confirmation message within 30 seconds, the reservation will fail.
• The property may wish to contact Agilysys for recommendations on hardware requirements. 
  
  
  

Troubleshooting Failed Expedia Reservations

1. The following items are required:
   
   
   1. Confirmation number of reservation, referred to as the booking number in Expedia.
   2. Date the reservation was sent to b4checkin, available from the Expedia extranet.
   3. Rate Plan & Room Type on the booking.
      
      
2. Has the property recently added this Tariff to Expedia?
   
   
   1. Have all setup steps been completed? See Add a Rate Plan to Expedia.
      
      
   2. If not, complete the necessary set-up tasks and re-test.
      
      
3. Has the property recently added this Room Type to Expedia?
   
   
   1. Have all setup steps been completed? See Add a Room Type to Expedia.
      
      
   2. If not, complete the necessary set-up tasks and re-test.
      
      
4. Has the Tariff been mapped in the OTA Monitor?
   
   
   1. Have the property send a screenshot of the Tariff or Package mapped in the OTA Monitor.
      
      
      1. The "Rate Plan" field must match the Tariff or Package code exactly, and is case sensitive.
         
         
      2. The Tariff or Package must be selected in the appropriate drop-down menu.
         
         
      3. "Use Custom Market Segments" should be selected and the appropriate codes need to be associated.
         
         
         
         
   2. If the Tariff  has not been mapped, have them map the Tariff or Package, save and re-test.
      
      
5. Is the Room Type mapped in the OTA Monitor?
   
   
   1. Have the property send a screenshot of the Room Type mapped in the OTA Monitor.
      
      
      1. All room types that are "Available on Web" must be mapped under the "Room Types" screen in the OTA Monitor.
         
         
         
         
6. Is the reservation logging in the OTA Monitor?
   
   
   1. If so, have the property send a screenshot of the first screen that appears in the OTA Monitor.
      
      
   2. Have the property double click on the reservation in question and copy and paste the XML text.
      
      
   3. This is what the OTA Monitor will look like with details:
      
      
      
      
   4. If there is an error appearing in the "Comments" section of this screen, the error must be sent to b4checkin to identify a solution.
      
      
   1. Common errors include:
      
      
      1. Room Type is not mapped
      2. Tariff or Package is not mapped
      3. The Room Type requires advanced blocking
         
         
   5. If nothing appears in the OTA Monitor:
      
      
      1. This is what the OTA Monitor will look like without details:
         
         
         
         
      2. Agilysys or b4checkin must check the BN Web Service URL to ensure that it is accessible in a browser.
         
         
         1. Open BN URL in a browser by clicking on the URL
            Example: https://b4checkindemo.agilysys.com/B4CheckinBNWebService/B4CheckinBNWebService.asmx).
            
            
         2. The page should display "Working SSL Certificate" such as below:
            
            
            
            
         3. If the SSL certificate is invalid or using incorrect credentials, this page will appear:
            
            
            
            
      3. If the OTA Monitor is blank and the BN Web Service loads correctly, Visual One Support must be contacted and b4checkin must send API error emails to Visual One to identify the issue.
         
         
7. Has the property recently gone live with Freedom Pay (rGuestPay)?
   
   
   1. Have b4checkin confirm that the Freedom Pay URL is being used in the b4checkin API.
      
      
   2. If it is not, b4checkin will require the Freedom Pay Endpoint URL from Visual One, and will need to update the property's API connection.
      
      
   3. Re-test once the API has been updated, to confirm that reservations completing.
      
      
      1. If reservations continue to be incomplete, the Visual One Project Manager will need to confirm that the rGuestPay boarding process has been completed correctly.
         
         
8. Have the property open a Visual One Support ticket to check the BN Web Service to see if there are any errors being triggered.
   
   
9. Contact a member of the b4checkin Professional Services team for further investigation.