Problem
Some properties in Spain were unable to access the Guest Profiles report, and the dashboard widgets that rely on this data failed to load. This prevented affected properties from retrieving guest profile lists and generating mandatory police reports, limiting their operational visibility and compliance capabilities.
Action
The team investigated customer reports and internal logs to confirm the scope of the issue, identifying that only a subset of Spanish properties was affected. Analysis quickly pointed to a pull request deployed the previous day that had unintentionally altered how Guest Profile data was loaded for Spanish environments. The team reverted the problematic change and redeployed the previously stable version. Impacted properties confirmed that normal functionality had been restored.
Causes
Contributing Factors
- A pull request related to new functionality for the Italian accommodation environment introduced a bug that impacted Spanish environments due to shared configuration logic.
- The affected code resides in low-level components where introducing feature flags is difficult, increasing risk.
- Although the PR added several new tests, overall test coverage remained insufficient, and not all scenarios—especially edge cases—were covered.
Direct Causes
- The newly merged PR contained a regression that broke the availability of Guest Profile data for Spanish properties.
Solutions
Direct Fixes
- The problematic PR was reverted, restoring normal behavior for Guest Profile data loading in Spanish properties.
Mitigating Factors
- The team had already identified the regression before customers were impacted, significantly reducing the time needed to resolve the incident.
- A fix was already prepared and only required a hotfix deployment.
- Internal alerts allowed the team to detect the issue early, even before it was considered impactful enough to trigger an incident.