Connect eZee PMS

Quick Setup

Connection usually takes 2 minutes. You just need your Hotel Code and Auth Code from eZee support.

Streamliner connects directly with eZee (Absolute / Centrix) to sync reservations, guest details, and room status in real-time.

Dirty-room rule

AVA keeps eZee room assignment on clean rooms only. If every matching room is dirty, clean one room in Housekeeping and refresh before you assign. eZee can still reject a dirty room at check-in with error 117.

Occupied-room protection

AVA treats eZee Arrived and Dayuse statuses as occupied. It excludes occupied rooms from assignment, even when the room is clean. For automatic assignment, AVA also skips rooms held by Confirmed, Confirmed Reservation, Unconfirmed Reservation, Dayuse Reservation, or Reserved bookings. These statuses protect rooms from conflicting assignments, even when housekeeping reports them as clean. If the current reservation owns a held room, Assisted Check-In can validate that exact room. Other reservations still cannot receive that held room automatically.

eZee day-part placeholders

eZee can send Morning and Night rows with roomid: "0". AVA omits these placeholders because they are not physical rooms. Use physical vacant rooms for housekeeping updates and room assignment.

Guest identity mapping

Streamliner maps nested document data, top-level documentNumber, and top-level passportNumber into the eZee identity fields.

Quick Reference

Setting	Description
Hotel Code	Your property's unique ID in eZee
Auth Code	Secret API key for authentication (write-only)
Use Demo Environment	Toggles between sandbox and live environments

Use an API Base URL

Leave Base URL empty unless eZee supplied a custom API endpoint. Do not enter the eZee marketing website, because AVA cannot read reservations from it.

1. Prepare Your Credentials

Before connecting, ensure you have:

• Hotel Code: Found in your eZee dashboard
• Auth Code: A specialized API secret (request this from eZee or Vouch support)
• Base URL (Optional): Only needed if you use a custom eZee endpoint

2. Activate the Connection

1. Go to Settings → Essentials → PMS Integration

2. Under Select PMS Provider, click the eZee card

3. ✓ The eZee card shows as selected

4. Enter your credentials:

   • Hotel Code: e.g., EZ1234
   • Auth Code: Enter your secret key
   • Base URL: Leave empty for standard cloud (default)

5. Ensure Use Demo Environment is OFF for live operations

6. Click Save

   ✓ Status should update to "Connected"

Security Note

After saving, your Auth Code will be masked as *****. This is normal. To change it, simply overwrite the field with a new code.

Features

Connecting eZee enables:

• Automatic Reservation Sync: Bookings appear in Streamliner immediately
• Guest Profile Updates: Check-in data and identity fields flow back to the PMS
• Room Status Sync: Housekeeping updates (Clean/Dirty) reflect in eZee
• Physical housekeeping rooms only: Day-part placeholders such as Morning and Night do not appear as rooms
• Room Matching: Exact roomID values win before fallback unitID matches
• Full-stay ready rooms: Assisted Check-In offers rooms available for every night of the stay
• Exact initial assignment: For a confirmed, unassigned, single-room booking, Find ready rooms appears on the ACI room card and assigns the selected physical room
• Assignment recovery: If eZee does not confirm the result, refresh the room assignment before searching again
• Assignment confirmation: AVA reads the booking again before confirming the selected room
• eZee assignment limits: Room moves, swaps, upgrades, and already-assigned changes remain unavailable in AVA
• Reservation Cleanup: Streamliner cancels eZee bookings before arrival
• Multi-room reservations: Create one eZee group booking with a separate room type and rate for each room
• Group cancellation: Cancelling a pre-arrival group booking cancels every room in the booking, using the parent confirmation number
• Group recovery: AVA keeps the full group when eZee's single-booking read returns fewer rooms than eZee's group list
• Native eZee upsells: Active eZee Extra Charges can be quoted and attached to a reservation during check-in
• Replay-safe upsells: Retrying the same upsell attachment does not create a duplicate eZee charge
• Captured payments appear in folios and cards: Paid eZee reservations show captured payments and the remaining balance in AVA. The balance includes eligible extras.
• Source labels stay readable: AVA uses the eZee business source name when it is available.
• Source collect defaults to hotel collect: AVA treats eZee reservation sources as hotel collect.
• Room capacity follows eZee limits: When eZee leaves max occupancy empty, AVA uses the larger adult or child ceiling, while respecting the room's base occupancy.
• eZee does not support guests above reported room capacity. AVA keeps assisted check-in within the calculated eZee limit.

Adult and child limits

eZee's maximum adults and maximum children values are separate limits for the same room. AVA does not add them together to calculate total room capacity. An explicit max occupancy value remains authoritative when eZee provides one.

Troubleshooting

"Invalid Credentials" Error

What you see: Error message when saving or syncing fails immediately.

Fix:

1. Check that Hotel Code matches exactly

2. Re-enter the Auth Code (it may have been rotated)

3. Ensure no trailing spaces were pasted

   ✓ AVA uses the updated credentials on the next PMS operation.

eZee code 611 appears after changing credentials

What you see: eZee returns code 611, "Invalid Auth Code or Hotel Code", after you changed either value.

Why this happens: A previous PMS request may still be finishing with the old credentials.

Fix:

1. Confirm the Hotel Code and Auth Code match the same eZee property.

2. Click Save in Settings → Essentials → PMS Integration.

3. Wait for the save confirmation.

4. Retry the reservation or housekeeping action once.

   ✓ The next operation uses the new credentials.

Contact support if code 611 remains after the save succeeds.

Connection Successful but No Reservations

What you see: "Connected" status but the reservation list is empty.

Check:

• Use Demo Environment is turned OFF
• You have valid arrivals for today/tomorrow in eZee
• Wait 15 minutes for the initial sync cycle to complete

eZee returns an API response error

What you see: Reservations or Analytics coverage shows an eZee response error.

Why this happens: The Base URL points to a website or another non-API address.

Fix:

1. Open Settings → Essentials → PMS Integration.

2. Select eZee.

3. Leave Base URL empty for the standard eZee cloud connection.

4. Use a custom URL only when eZee supplied it.

5. Click Save, then refresh reservations or Analytics.

   ✓ A genuine day without reservations remains a valid zero result.

Room status does not match occupancy

What you see: A room appears Occupied or Vacant unexpectedly.

Why this happens: eZee reports occupancy using its current hotel date. AVA maps Arrived and Dayuse as occupied statuses.

Fix:

1. Check the room's guest status and hotel date in eZee.

2. Complete the guest's check-in or check-out in eZee if needed.

3. Open Housekeeping in AVA and refresh the room list.

4. Contact support if the status remains incorrect.

   ✓ Room assignment should respect the refreshed occupied status.

eZee rejects a housekeeping update

What you see: A condition update fails with Fail or Unit Id(s) not found in the system.

Why this happens: eZee does not track the room as a housekeeping unit. AVA now keeps the reason returned by eZee.

Fix:

1. Note the room number from the error.

2. Confirm the room is configured as a housekeeping unit in eZee.

3. Correct the room mapping in eZee, or update another tracked room.

4. Return to Housekeeping and refresh the room list.

   ✓ The condition update should succeed for a tracked housekeeping unit.

"No rooms available" During Assign Room

What you see: The room picker is empty, or AVA says no rooms are available.

Why this happens: AVA only offers eligible rooms that stay available for the entire booking. It also checks housekeeping, blocks, room type, and booking-held statuses. An available room today may be excluded when another booking holds it later.

Fix:

1. Open Housekeeping.

2. Check eZee for Confirmed, Confirmed Reservation, Unconfirmed Reservation, Dayuse Reservation, or Reserved bookings holding matching rooms.

3. Resolve the conflicting booking or choose another room in eZee.

4. Mark another matching room Clean, if needed.

5. Return to the reservation and click Refresh.

6. Try Assign Room again.

   ✓ The room picker should show at least one eligible room.

A room disappears after you select it

What you see: A selected room is no longer available for the guest's full stay.

Why this happens: eZee availability changed after the room list loaded. AVA rechecks every stay night before writing the assignment.

Fix:

1. Refresh the reservation in AVA.

2. Check the room's availability across every night in eZee.

3. Check the room's housekeeping condition and block status.

4. Select another eligible room of the booked room type.

   ✓ AVA assigns the room only after eZee confirms the full stay.

AVA cannot confirm the selected room

What you see: AVA says the assignment could not be verified.

Why this happens: The write or the follow-up booking read did not prove the final room.

Fix:

1. Do not select another room immediately.

2. Refresh the reservation in AVA.

3. Confirm the room shown in eZee.

4. Retry only when the booking is still unassigned.

   ✓ The refreshed booking shows the physical room before you continue.

Contact support if the result remains unclear.

eZee does not allow this room change

What you see: AVA refuses a move, swap, upgrade, or change to an assigned booking.

Why this happens: eZee supports this AVA flow only for initial assignment. The booking must be confirmed, unassigned, and contain one room.

Fix:

1. Change the room directly in eZee when the booking already has a room.

2. Refresh the reservation in AVA.

3. Use the room picker only for a confirmed, unassigned, single-room booking.

   ✓ AVA shows the room that eZee confirms for the booking.

Your own preassigned room shows as occupied

What you see: Assisted Check-In says Room occupied for the guest's preassigned room.

Why this happens: eZee reports an unarrived reservation hold as occupied for safety. AVA can distinguish that hold from an arrived guest for the same reservation.

Fix:

1. Confirm the room number matches the current eZee reservation.

2. Refresh the reservation in AVA.

3. Retry Assisted Check-In for the same reservation.

4. Use Find ready rooms only when you need another room.

   ✓ AVA can keep the guest's own held room while protecting it from other bookings.

If the wrong room appears, ask support to review the eZee room mapping. eZee's roomid and unitid values can overlap between physical rooms.

eZee room capacity looks lower than before

What you see: A room has fewer spare guest slots in Assisted Check-In.

Why this happens: AVA no longer adds eZee's adult and child ceilings together. Those values limit the same beds, rather than separate capacity pools.

Fix:

1. Compare the room's maximum adults, maximum children, and base occupancy in eZee.

2. Check whether eZee provides an explicit max occupancy value.

3. Use the room capacity shown by AVA for spare guest slots and assisted check-in limits.

4. Contact support if AVA does not match the values configured in eZee.

   ✓ Existing reservations remain allowed to accommodate their booked guest count.

Capacity examples

If eZee reports maximum adults 4 and maximum children 3, AVA uses 4, not 7. If the room's base occupancy is higher, AVA keeps that higher base value.

A paid eZee reservation shows an unpaid balance

What you see: eZee shows a captured payment, but an AVA reservation card or folio shows no payment or a balance that is too high.

Why this happens: AVA may need to refresh the reservation after eZee finishes recording the payment.

Fix:

1. Confirm the payment appears in the reservation folio in eZee.

2. Refresh the reservation details in AVA.

3. Reopen the Payments section and compare Balance Due with eZee.

4. Do not collect the payment again when eZee already shows it as captured.

   ✓ The card and folio should show the captured payment and remaining balance.

Contact support if the values still differ after the refresh.

eZee group cancellation reports a temporary PMS error

What you see: Cancelling a pre-arrival group shows a 503 or temporary PMS-unavailable message. The message names the room that was not cancelled and lists rooms already cancelled.

Why this happens: eZee's cancellation service did not complete the request. AVA cancels group rooms individually and reports partial progress when eZee fails.

Fix:

1. Open the group reservation in eZee.

2. Check every room's cancellation status.

3. Wait for eZee to respond normally.

4. Refresh the reservation in AVA.

5. Retry the cancellation once.

6. Confirm that every room is cancelled in eZee.

   ✓ AVA keeps the parent confirmation number and does not treat an incomplete cancellation as successful.

Do not create a replacement booking yet

Check every room in eZee before creating a replacement booking. Some rooms may have cancelled successfully while another room remains active.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Sync remains empty after 30 minutes
• ❌ Auth Code is rejected repeatedly
• ❌ A group cancellation remains incomplete after eZee recovers

Helpful to include:

• Your Hotel Code
• Screenshot of the error message
• Time the issue started

Related Guides

• PMS Sync Issues
• Check-In Rules
• Housekeeping Dashboard