This article explains how the Ertzaintza integration works in daily use: which guest details are required, how the report is generated, and how to diagnose and resolve the most common issues.
To connect the app, first complete the steps in How to connect Basque Country – Police Report (Ertzaintza).
Required Guest Details
Ertzaintza requires that certain guest fields be complete to report reservations, depending on the guest’s nationality and report type.
Reservas de Hospedaje report — All guests
- First name
- Last name
- At least one contact method: phone, mobile, or email
Partes de Viajeros report — Spanish guests
- First name
- Last name
- Birthdate
- Municipality
- Street address
- ZIP/Postal code
- Country
- At least one contact method: phone, mobile, or email
- Document issuing country (only required for guests over 14 years of age)
- Document type (only required for guests over 14 years of age)
- Document number (only required for guests over 14 years of age)
- Document number 2 — Soporte Documento (only if document type is Identity Card/NIF and guest is over 14)
- Kinship (only required for guests under 18 years of age)
Partes de Viajeros report — Foreign guests
- First name
- Last name
- Birthdate
- City
- Street address
- ZIP/Postal code
- Country
- At least one contact method: phone, mobile, or email
- Document issuing country
- Document type
- Document number
- Kinship (only required for guests under 18 years of age)
These fields are not enforced at the moment of reservation creation; they become mandatory when you edit guest details. Use the Guest Information → Spain template to capture Ertzaintza-compliant fields.
Report Generation
Carga Masiva (manual upload)
- Go to Account Menu → Utilities → Documents.
-
Locate the XML files generated at 01:00 for the selected report(s) and download them.
- Upload the files manually via the Ertzaintza portal, following Ertzaintza’s instructions.
Troubleshooting
If a report is missing or generation fails, use the steps below to confirm configuration, identify data gaps, and retry with corrected information.
- Go to Account Menu
→ Utilities
→ Integration Sync.
- Review the most recent error entries reported by the Ertzaintza integration.
- Open an entry to identify the reservation or guest with missing/invalid data, then correct it in the PMS.
If a guest doesn't have the required details to generate a report, the report generation will fail.
Reports are generated only for dates with check-ins. If none occurred, generation is skipped by design.
Frequently Asked Questions
What happens after I correct a guest’s information?
Once all required fields are complete, the integration validates the data and includes the reservation in the next report generation.
Why do reports show the payment method as “OTRO”?
The integration currently can’t access all the required details to fetch the payment type from the property. As a result, the app uses “OTRO” as the payment method for all reservations. A fix is planned for Q4 2025.
⚠️ Compatibility Limitations with Cloudbeds Guest Experience
This integration is not fully compatible with Cloudbeds Guest Experience. Cloudbeds Guest Experience does not collect some guest details required for the police reports, including Last Name 2, Municipality Code, Parentesco, and Soporte Document.
These details must be entered manually in Cloudbeds PMS by a property user for the integration to work correctly.
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