Vrbo's API system has an unfortunate habit of sending cryptic and frightening error emails to clients, leading to worried support tickets and wasted time. We've asked them many times to stop this but they've not been willing to.
These emails come from integrationsupport@expediagroup.com, and have a subject containing the company name plus "Vrbo Listing Integration" and the date. They may include a cryptic error message in their body; more commonly, they have a ZIP file attachment containing an Excel file with a list of multiple, equally cryptic errors.
This document is intended to accumulate information about these errors, for use in reassuring clients or, on rare occasion, identifying and resolving an actual problem.
- Vrbo API not set up at their end
- Incomplete/partial API setup in Vrbo
- Vrbo server/network problems
- "Real" errors
Vrbo API not set up at their end
By far the most common cause of these errors is simply that Vrbo has not yet fully configured their end of the API. The following errors are indications of this:
- Advertiser not found
- Invalid Advertiser ID
They can be ignored and deleted - their only purpose is to serve as a reminder that Vrbo still hasn't finished their setup.
Incomplete/partial API setup in Vrbo
Even once Vrbo has configured their end of the API, setup problems can occur with individual existing or new properties.
- PROCESSED WITH WARNINGS - check LQA for errors
- INCOMPLETE_CONTENT - check LQA for errors
- Lodging rate content url call error. httpCode=500 errorMessage=Internal Server Error url=https://fast.ownerrez.com/haapi/haxml/ora7ccdced75x/lodgingrate/orp5b1a925x -- usually this is missing rates. Run LQA for the property to see what's wrong. It may also be a surcharge error. If there's nothing apparent, go to the URL in the error message to see the detailed message from us, document in the ticket, and escalate to Tier 4 if you cannot resolve it.
- RATES_MISSING -- fix it
- HEADLINE_LENGTH_20_OR_MORE -- headline is too long, fix it
- MAX_SLEEP_MISSING -- no max guests, fix it
- Review already exist for given reservation -- Vrbo doesn't pass reviews via API at this time, so CB is necessary to pull them in. Generally instructing to run Channel Bridge will correct the issue. Additionally, Vrbo will only allow the native review to display if two reviews exist. You can opt to hide the direct booking review so it's no longer trying to sync, or wait it out until the review sync window expires.
- There is an Error on line 43 : cvc-complex-type.2.4.b: The content of element bathrooms is not complete. One of {bathroom} is expected.;There is an Error on line 43 : cvc-complex-type.2.4.b: The content of element bedrooms is not complete. One of {bedroom} is expected.; -- Bathrooms are required, fix it
- Invalid content was found starting with element propertyName. One of {accommodationsSummary; description} is expected.; -- description is missing, fix it
- *Invalid content was found starting with element headline. One of {accommodationsSummary; description} is expected.; * -- description is missing, fix it
- There is an Error on line 1 : cvc-complex-type.2.4.b: The content of element bedrooms is not complete. One of {bedroom} is expected.; -- bedrooms are required, fix it
- PHOTOS_COUNT_6_OR_MORE -- not enough photos, fix it
- Could not find existing entity to update -- this happens when Vrbo's services fire out of order for a new listing and should resolve itself within a day when they run again.
- Unit not found -- mapping issue?
- You must choose a product listing type before this listing can go live. -- User needs to select Annual Subscription or Pay Per Booking option within Vrbo Dashboard (Vrbo New Property guide starting with Step #4)
- GOVERNMENT_REGISTRATION_NUMBER_MISSING -- User needs to go to Vrbo Dashboard and check for a "Local Laws" section. If it exists, they need to put their local operating permit number on that page.
- ENUMERATION- CLEANING, this usually means they have not set up the surcharge with the word cleaning in the description.
For the above errors:
- Fix the indicated error if it's real, and, any LQA errors that might relate.
- Wait a few days to see if the error clears.
- If it doesn't, trigger a full resync in the Vrbo API settings in OwnerRez.
- Wait a few more days to see if the error clears.
- If it still doesn't, the client needs to reach out to Vrbo IPM tech support to trigger a full resync at their end.
- If that doesn't clear the error, Vrbo IPM tech support needs to escalate and investigate to identify the underlying issue.
Vrbo server/network problems
Vrbo's API servers appear to be somewhat brittle and prone to various network errors and timeouts. When these occur, instead of simply retrying later, they throw the errors which are sent to the clients, even though the true cause is entirely outside of the control of either clients or OwnerRez.
- Timeout
- Internal Service Error
- Connection error on URL - check URL and make sure it's good, then ignore unless it repeats
- 5XX error on partner connection configuration call -- intermittent image issue? check URL and make sure it's good, then ignore unless it repeats
- Problem occurred persisting reservation to core -- intermittent BUS issue
Note: It is possible for some of these errors to indeed be caused by an OwnerRez server or network problem - but we almost certainly already know about this and have fixed it by the time we see a Vrbo error report. To confirm this, if a URL is provided, try it and see if it works - if it doesn't, there may be a real issue, so escalate for investigation.
"Real" errors
Validation Error. Payment Schedule is 100% due at booking but contains additional payment definitions
On the property rules they've chosen "first payment: 100%" instead of "everything due upfront", so it's including a second payment for the remainder, and Vrbo rejects that, because there won't ever be a remainder. Fix that setting.
The content of element acceptedPaymentForms is not complete. One of {paymentCardDescriptor; paymentInvoiceDescriptor} is expected
There is no credit card payment method for the property. Add one.
Listing external ID could not be found in HomeAway
Booking moved to a property that's not mapped to an HA listing? Confirm the Vrbo property numbers with client, and, they need to reach out to Vrbo IPM tech support
ADDRESS_DOES_NOT_PASS_EXTENDED_VALIDATION - Failures for: "Reverse Geocode Postal Code"; "Reverse Geocode City"; "Secondary Reverse Geocode Postal Code"; "Secondary Reverse Geocode City"
Lat/lng we send doesn't match what they think it should when they look up the address. If lat/lng is wrong in OwnerRez, fix it; if not, the client needs to reach out to Vrbo IPM tech support to fix or override their location lookup.
"Image with external id XX is corrupted" or "the image was rejected due to non-compliance with Vrbo standards"
It probably isn't actually corrupted - most likely it does not comply with Vrbo policies prohibiting visible text, or possibly some other similar issue, and needs to be removed.
The photo in question can be identified using this canned query:
https://app.ownerrez.com/admin/cannedqueries/17416
Alternatively the photo can be found by looking through the Listing feed for the property for the external ID.
Reply to the client showing the photo and explaining the problem so they can fix it, most likely by simply removing that photo from OwnerRez.
You can find Vrbo photo guidelines here, and may want to provide the client this link as well: https://help.vrbo.com/articles/Vrbo-photo-guidelines