19 Troubleshooting

This topic helps you troubleshoot the issues. It mentions a detailed reason for the issue and also gives a solutions to it.

Issue

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

Reason

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

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

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

Solution

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

The customer/hotel must log in to the portal for the e-mail 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- e-mail Delivery Configuration and How to Prevent e-mail Spoofing (add SPF Record) 2722714.1

Alternatively, the customer/hotel can call the support number for the e-mail provider and open a support ticket requesting the information to be added. This enables the spam filters to see that our data center, <DOMAIN_NAME>.com, is a legitimate sender for their domain, and the spam filters to permit the e-mails to be delivered.