If you contact us on subport you must always mention the name of the accommodation, "type" error based on our manual and reservation number, e.g.: Hotel MyStay - Application shows the message,, room is not ready "- booking 1234567
The tablet does not work / is it not possible to turn it on?
Cause:
The application displays the phrase "Unregistered device"?
Cause:
Failed installation of the application → contact us subport
The application displays the message "No Internet connection"?
Cause:
The tablet is not connected to the internet using an Ethernet cable → Make sure the tablet is connected to the internet
The tablet is not attached to WiFi → Make sure the tablet is connected to WiFi
Infunctional Internet connection in accommodation → contact your Internet provider
Note: Kiosk MUST be connected to the internet using an Ethernet cable or WiFi to use kiosk!
Tablet MUST be connected in the internal siti of the hotel in order to communicate with the card dispenser and the key system in the hotel if necessary!
The application displays a message, "The entered booking number is not valid"?
Cause:
Guest entered the wrong booking number → if the guest entered the non-existing reservation number, the message will be displayed "No booking number found, please try again"We recommend adding the booking number to the pre-arrival automatic messages in Admin - News section - Add personalized information - Reservation ID
The reservation is not written in MyStay → if the guest enters the correct booking number, but the application returns the error message, so there was an error in integration and it is necessary to contact subport
The application displays a line, "The room is not ready"?
Cause:
The assigned room is not cleaned → make sure the status of the room is "clean" in PMS
There is no corresponding free clean room → if the reservation does not have an assigned room, then MyStay will try to assign the available clean room in the same category if the message is still displayed and rooms are availableplease contact us at subport (not valid for Optimus integration → MyStay is not allowed to assign available clean room in the same category)
Information in the booking detail is not correct (number of guests / rooms)?
Cause:
There was an error in integration → necessary to contact subport
Reservation is not in CHECKED- IN state in PMS after issuing the card?
Cause:
There was an error in integration → necessary to contact subport
When writing a filled check-in card, does the error message appear?
Cause:
Unable to write / update guests on the booking → if the reservation has CHECKED- IN status in PMS, then MyStay does not have the right to change or update this reservation in any way, and it is necessary to modify it manually in PMS
There was an error in integration → necessary to contact subport
The application displays a message that it is not possible to perform CHECK-OUT?
Cause:
Reservation does not meet the conditions → If the guest cannot log out it is necessary to check that the PMS reservation is on departure and has a closed account
There was an error in integration → necessary to contact subport
The reservation is not in CHECKED- IN state in PMS?
Cause:
There was an error in integration → contact us at subport
KEY SYSTEM
If you use code numbers:
Do you see the code for the room?
Cause:
Contact us on subport and send us the booking number
The code is not working / is it not possible to open the door?
Cause:
Check encoder connection in key system
Check if the codes or access information to the entrance door of the rooms or other rooms that the card should open have changed
Contact us on subport and send us the booking number