Data Debugging

• Booking
  • Booking charge amount doesn’t match setting on surcharge
  • Booking discount greater than expected
    • LOS discount typed out in the description but no criteria added
  • Booking message trigger not sent
  • Security Deposits
• Properties
  • Renter Agreements
• Messaging

Booking

Booking charge amount doesn’t match setting on surcharge

This booking has a cleaning fee amount of $150 but the surcharge is configured for $250. Why did that happen?

• Most likely - the surcharge amount was changed after the booking was created. Check the Audit log of the surcharge.

Booking discount greater than expected

Many possible reasons for this:

LOS discount typed out in the description but no criteria added

This is surprisingly common – people will put “6 night discount” in the description, but then not add any criteria and be surprised when that discount is applied to all stays.  Or even worse, for Airbnb and Booking.com it’ll be rolled into the nightly rate so it’s not easy to see why it happened.

Often folks will find and fix the issue, and then submit an incredulous ticket “whaaa why was the discount so big!?!?!?!?! I didn’t do it.” Sometimes this can be blaming us, other times they just want their work cross checked to make sure they didn’t make another mistake – either way we handle it with aplomb.

So you have to drill into the change history to see what the discounts looked like before the booking.

For example: https://ownerrez.zendesk.com/agent/tickets/90413

1. Look at the booking… charges are clearly less than expected. You can cross check the pricing snapshot in Airbnb as well.
2. Look at the discounts that could be applicable. This one has quite a lot that could be applicable to Airbnb:
   
3. So have to use a process of elimination – first check to see if it could be applicable at all. Then also check the history to see if it was different at time of booking.
4. For example, looking at the 6 night discount, we see it does currently have a number of nights criteria:
5. But… then we look at the audit history. When it was created initially at 9:15 am, it didn’t have any criteria. The booking came in at 11:08 am. The surcharge was created with no criteria at 9:15 am so at time of booking, it applied with no criteria.
   Then at 1pm (after the booking), the client figured out things were busted and quickly disabled the surcharges and went through and fixed criteria and then re-enabled them.
   

Booking message trigger not sent

Ex issue: https://ownerrez.zendesk.com/agent/tickets/89979

1. Look at the trigger - does it have criteria that doesn’t match the booking?
2. Look at the email template that the trigger is sending - is it using field codes in the TO headers that the booking cannot produce or render?
3. Is it a channel API booking? If so, is the welcome message checkbox checked? Normally we recommend that it should not be.
4. If the above is all good, look at the audit logs - was something about the trigger or template changed after the run time would have been sent? In other words, it looks good now but it wasn’t back when the user asked the question.