Changing ETA unlocks room

Question

Good morning,

Not sure if an error or well-thought out:

When we lock a room (eg. to a TWIN room), and later add an ETA (eg. arriving at 13:00 instead of standard check-in time 15:00), the room unlocks.

Thank you for your feedback.

Svenja · Accepted Answer

This doesn’t seem to have anything to do with the door lock software as I can replicate this bug in the demo as well, which isn’t even connected to a door lock software.

This seems like a case for support as I also believe that the room that was locked for reasons, should not get unlocked because I change the Arrival or Departure time. I still want that guest to have that room and this could result in the room that was specifically assigned to this guest not being available anymore upon check in.

jessica.becker · Answer

Hi ​@PHman88– please excuse the delay in messaging.It seems like the issue you're experiencing is related to the door lock software settings. When you lock a room in Mews and then add an ETA, the room might unlock if the door lock software settings are not configured to maintain the lock status.To resolve this, you should:• Check the settings in your door lock software to ensure that the room remains locked even when changes like ETA updates are made.• If the room is marked as locked or out of service in your door lock software, make sure to unlock it there before making any changes in Mews.For more detailed guidance, you can refer to the article on this topic: Space is locked in your lock software

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