18 Troubleshooting

Issue

Pre-arrival or confirmation emails from the hotel are going to the junk/spam folders of a guest’s email client.

Reason

Since OPERA Cloud Mobile Guest Experience enables you to spoof the "From:" address in pre-arrival and confirmation emails with the address of the hotel (and since the email actually comes from the Oracle data center), some spam blockers detect the source IP of the email is not in the SPF record of the domain.

For example, if the spoofed address is info@<hotel>.com and the email comes from one of our SMTP Servers (for example, mailhost.int.oracleindustry.com), some email spam blockers will check the SPF record for <hotel>.com and see the oracleindustry.com domain is not in that SPF record.

Consequently, the email is treated as spam and is either blocked or moved to the spam/junk folder of the guest’s email client.

Solution

To address this issue, the customer/hotel's IT department must add oracleindustry.com to the SPF record for that domain.

The customer/hotel must log in to the portal for the email provider who registered their domain, and add the information to their SPF record. More details can be found in the following ICCP customer help article: OPERA Cloud- Email Delivery Configuration and How to Prevent Email Spoofing (add SPF Record) 2722714.1

Alternatively, the customer/hotel can call the support number for the email provider and open a support ticket requesting the information to be added. This enables the spam filters to see that our data center, oracleindustry.com, is a legitimate sender for their domain, and the spam filters to permit the emails to be delivered.