RTP Troubleshooting and FAQ

This page provides a guideline for users of the RTP®-Inntopia integration to troubleshoot errors and to answer frequently asked questions. If you don't see your error or question addressed here, contact your Strategic Account Manager for assistance.

The below troubleshooting tips are based on partner experience and may not reflect all solutions for RTP errors that appear within Inntopia. The below should be viewed as guidelines only.

  1. Use the web app to fix external order from Inntopia.
  2. If you don't have access to the web app, cancel the item in RTP and rebook a new itinerary in Inntopia.
  3. If payment was taken on original itinerary:
    1. On the Customer Accounts Receivable screen, transfer money to customer profile using the Transfer to Customer Account button.
    2. On the Customer Accounts Receivable screen for the new itinerary, transfer money from the customer profile to a separate itinerary using the Transfer from Customer Account button.

Order status is complete.

  1. If itinerary needs to be canceled, request Inntopia Partner Services update the product item status to Canceled in remote system using the Reservations Setup Tool.
  2. Book a new order through Inntopia CRS.
  1. Examine customers associated with the order in RTP and remove the inherited address and phone number.
  2. Try again to reserve in Inntopia.

Confirm that there is pricing for this location and sales channel and the product is active.

  1. Confirm that the cross reference code for the product in question is set up properly in RTP.
  2. Request an Inntopia staff member confirm via the XML log that the cross reference code sent to RTP is correct.

Unable to create order in RTP; referencing error ID xxxxxx. Error ID: "Object cannot be cast from DBNull to other types".

  1. Check to see if the product has a waiver attached to it and whether an agent is attempting to book the product in Inntopia CRS.
  2. Report to report@inntopia.com referencing error ID xxxxxx.

Alternate ID (Inntopia Customer ID) is attached to another merged customer profile.

  • Use the provided customer ID and delete the Alternate ID Profile in RTP that is still attached to it.
  • If this customer ID is not found in RTP, it has been merged and can be unmerged.

A customer prompt has been added to a product in RTP and prompts are not supported in the Inntopia/RTP integration.

  • Remove the prompt from the product in RTP.

Cannot find Rsys ReservationId

  • Book a new order through Inntopia CRS.

The Number of Days attribute incorrectly set to 0.

  • In Inntopia RMS, find the product in the itinerary whose Number of Days attribute is set to 0 and enter the correct value.

The line item has been cancelled in RTP. Interfaced products should be cancelled in Inntopia first; cancelling in RTP first locks the order, requiring Inntopia Partner Services to unlock.

RTP|One order xxxxxx failed to save for the following reasons: Line Item 1: Invalid Number of Inventory Pool Inventory Dates Selected

  • Review inventory pool setup for multi-day products in RTP.

If you don't see a product in Inntopia, follow the steps below (preferably from top to bottom or bottom to top):

  • In RTP, create an Order with the same Sales Location and the same Sales Channel as in Inntopia and attempt to sell the specific product on the desired date.
    • If the product does not appear, there is an issue with the configuration in RTP.
    • If the product appears, there is an issue in RTP|Connect or in Inntopia.
  • Optionally, have an RTP administrator look at the message logs on the RTP|Connect web server.
    • If the specific product was not in the response message of the latest product inquiry request for the desired date, further investigation is required in RTP.
    • If the product is present, further investigation is required in Inntopia.
  • In the Inntopia RMS, display all products of the corresponding supplier and attempt to find the product.
    • If the product does not appear (but did appear in the RTP order), there is an issue with RTP|Connect.
    • If the product appears, make sure that it is active and in the correct product category.
  • In the Inntopia CRS, run the Rsys Cache Report and make sure that the product appears and has inventory for the desired date.
    • If the product does not appear (but did appear in the RMS), there is an issue with the integration.
    • If the product appears but does not have inventory for the desired date, there might be an issue with the integration or it is required to wait until the next day for the RTP changes to propagate to Inntopia.

Activity products with limited availability must be built from scratch each year. RTP has a very strict sign-off process to ensure full configuration.

No. If an RTP item is cancelled within Inntopia, the inventory is not returned to the Inntopia cache; however, the inventory is returned within RTP. The inventory will be updated the next time the RTP cache is run within Inntopia.

Customer Name and Date of Birth (DOB) are the only customer requirements that are required should you choose to apply customer requirements to RTP products. For information on applying additional customer requirements, click here.