Verify guest PIN is actually active on the lock, and flag conflicts with existing codes
Our guest was locked out on check-in day because their Hostfully Devices PIN never became active on our Schlage Encode lock, even though the booking log said "Lock vendor confirmed SET PIN ... door code was added."
Cause: Hostfully generated the PIN from the last 4 digits of the guest's phone number, and those same 4 digits were already on the lock as our pest control contractor's code. The lock rejected the duplicate, but Hostfully still logged it as confirmed and sent the code to the guest. The daily re-checks only compare against the PMS ("already set in the PMS"), so nothing flagged the problem before arrival.
Requests:
1. Before sending a PIN, check it against codes already on the lock. If there's a conflict, generate a different PIN automatically or alert the manager.
2. Only mark a code "confirmed" once the lock actually has it, not when the vendor API accepts the request. Show a clear failed/pending status if it doesn't take.
3. Before check-in (e.g. 48 and 24 hours prior), re-check that the guest's code is still on the lock, and email/text the manager if it isn't.
4. Make it easy to choose random PINs instead of phone-number-based PINs, with a warning about collisions with vendor/staff codes.
A lockout is the worst possible guest experience, and right now the log looks fine right up until the guest is standing at the door.
first_name_unknown last_name_unknown
shared this idea