If you contact us on subport you must always mention the name of the accommodation, the booking number and the description of the situation, e.g.: Hotel MyStay - Reservation xxxxxxxx does not have the status checked-in in PMS
Why didn't the guest receive the pin report?
Make sure the booking meets the following 2 conditions: registration cards for all persons on the booking are complete and the booking has an associated room
You can generate the key manually without meeting these 2 conditions, using the "Send PIN" button, which is in the details of each booking
How to proceed with extended stay?
In case the date of stay has changed before the guest arrived and the change has also been made to MyStay, the process of sending the pin will be automatically. We recommend just check the validity of the pins in MyAdmin - > Reservations - > open the details of the booking then click on Activities - > Show Keys and make sure the keys are valid until your stay. If necessary, you can extend the keys manually in this section.
In case the stay has been extended during the guest stay, it is necessary to manually adjust the validity of the keys in MyAdmin - > Reservations - > open the details of the booking then click on Activities - > Show Keys - > Change Key Validity and click Save
In case you need to make a new reservation to extend your stay, the guest will receive a new email with a check-in reference (you can fill in the registration card for the guest in MyAdmin - > Reservations - > open the details of the booking then click "Manual check-in"). Guests receive new pin from room to registration card. This pin must be modified manually to be valid from the check-out time in MyAdmin - > Reservations - > open the details of the booking then click on Activities - > Show Keys - > Change Key Validity and click Save. We also recommend informing the guest that since check-out the original pin is invalid and must use the new one.
How to proceed when changing rooms?
In case the room exchange happens before sending a pine message, we just recommend that we verify that the change of room number has also been made to MyAdmin at the booking
In case the change of room occurs after sending the message with the pin, then it is necessary to delete the pin at the room (lock) to which the guest has received the pin and generate a new pin at the newly-identified room in KMS extranet (e.g. HB Group, Assa Abloy). You can either send this pin to the guest manually or wait for the change to be translated into MyAdmin at the given reservation and send it a message with a pin via "Send keys."
How does the guest get the IoT button?
All persons in the reservation must have a full check in card and the reservation must have an associated room.
The validity of the IoT button (= guest button display) is from check in to check out time (This information is included in the system message with keys).
If the receptionist sends the key manually via the "Send keys" button in MyAdmin, the IoT button will be displayed to the guest even if a guest on the reservation does not have a filled-in registration card.
Do you see the code for the room?
Contact us on subport and send us the booking number
The code is not working / is it not possible to open the door?
Check if the codes or access information to the entrance door of the rooms or other rooms have changed
Contact us on subport and send us the booking number
Why do group reservations have the same code to the door?
Currently the codes are generated at the level of the reservation, if the booking is multiroom, the same code is generated for all rooms.
In 2026 we plan to prepare a new check-in feature for groups where each room will be a separate reservation and therefore unique code per room.
As a temporary solution, the "division" of corporate group bookings into individual bookings is offered.
Reservation in PMS not marked checked-in after using code?
Check if the guest really used the code to the room on the day of arrival.
In case the guest uses the code to the room after midnight of the day of arrival, the PMS does not allow us to make the check-in reservation anymore.
Contact us on subport and send us the booking number