When a guest's phone or email is changed or deleted in Opera Cloud or Opera on-prem, Duve updates it too and stops contacting the guest on deleted details.
The sync also flows in the other direction for contact details. When a guest's phone number or email address is changed or deleted directly in Opera (both Opera Cloud and Opera on-prem), Duve reflects that change. If a contact detail is deleted in Opera, Duve immediately hard-deletes the same value so the guest is no longer contacted through any Duve channel (email, SMS, or WhatsApp). This keeps Opera as the source of truth for guest contact data and protects guest privacy.
Who this is for:
Applies to: Duve accounts with an active Opera on-prem, Opera Cloud, or OHIP integration, with a two-way sync.
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Use cases
- Stop contacting a guest as soon as their phone number or email is deleted in Opera, so no automated or manual messages go out to someone whose data has been removed.
- Maintain guest privacy and compliance by treating Opera as the source of truth, so a deletion in the PMS immediately removes the same contact detail/s in Duve.
- Keep an audit trail of contact detail deletions through reservation logs that record what the PMS removed.
Trigger events: what causes an update
Duve keeps its contact data aligned with Opera when a guest's details are edited or removed directly in the PMS. This applies to both Opera Cloud, Opera on-prem, and OHIP connections, and covers the following fields:
- Guest phone number
- Guest email address
- Guest title
When one of these values is changed in Opera, Duve updates its own record to match. When one of these values is deleted in Opera, Duve immediately hard-deletes the same value. This is a real-time or near-real-time hard delete with no soft delete, retention, or suppression logic. Once the value is removed, the guest will no longer receive any automated or manual communication from Duve on that channel, and no further follow-up is sent.
Each contact detail deletion also generates a reservation log so you have a record of what the PMS removed. The log entries read:
- “Phone number: {{X}} was deleted by PMS”
- “Email Address: {{X}} was deleted by PMS”
Troubleshooting
- A guest is still being contacted after their details were deleted in Opera: Confirm the deletion was made in Opera itself and that two-way sync is working. When a phone number or email is deleted in Opera, Duve hard-deletes it in near real time and stops all communication on that channel. Check the reservation log for a "deleted by PMS" entry to confirm Duve received the deletion.
- Syncs appear to fail without a visible error. If the connection is misconfigured or credentials have expired, syncs fail silently, and errors are logged for your account team to review. Contact Duve Support if you suspect this is happening.
FAQs
Q: What happens if my PMS credentials expire?
A: Syncs will fail silently, and errors will be logged for your account team to review. If you suspect a credential or configuration issue, contact Duve Support.
Q: What happens when a guest's phone number or email is deleted in Opera?
A: Duve immediately hard-deletes the same value in near real time and stops all communication to the guest on that channel. This works for both Opera Cloud and Opera on-prem.
Q: Does Duve keep a copy of the contact detail after it is deleted in Opera?
A: No. The deletion is a hard delete with no soft delete, no retention window, and no suppression logic. The value is removed and cannot be recovered from Duve.
Q: How can I confirm that a deletion was received from the PMS?
A: Check the reservation log. Duve records an entry such as "Phone number: {{X}} was deleted by PMS" or "Email Address: {{X}} was deleted by PMS" whenever a contact detail is removed in Opera.
Q: Will the guest get any further messages after their details are deleted?
A: No. Once the contact detail is hard-deleted, no additional automated or manual messaging or follow-up is sent on that channel.
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