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Portal ↔ PMS Integration (Demo Guide)
A short, step‑by‑step guide to connect your PMS, map spaces (rooms & common areas), create keys, and troubleshoot door codes—based on the internal demo flow.
Sync latency: Updates from the PMS usually appear in Portal within ~1 minute. This is expected and not instantaneous.
Who is this for?
Portal Admins are setting up the integration.
Property Ops verifying access behavior for rooms and common areas.
Prerequisites
PMS connection available (e.g., MEWS).
Locks are installed on each Space (room or common area) you want to control.
At least one real or test reservation in the PMS.
Setup (one‑time)
Settings → Customization
Turn on Issue Key on PMS Check‑In.
Turn on Remove Access on PMS Check‑Out.
Ensure Email Target is Active.
Apps
Confirm PMS is connected and the token is active (e.g., MEWS).
Spaces
Click exactly on a room name to open details.
Map each room to its lock (rooms can have multiple mappings, e.g., multi‑bed setups).
NOTES: via Portal staff app, make sure a lock has been installed on the Space
Common Areas (e.g., Entrance)
Open the common area detail → Manage.
Choose which rooms should have access.
If no rooms are selected, the common area is added to all keys by default.
Demo / Test Workflow (repeatable)
Devices
Confirm each lock shows Status: Active and Connection: Online.
Check battery; offline locks won’t generate door codes.
Create/Update a Reservation in PMS
Assign it to a mapped room (and time window).
Keys in Portal
Open Keys for the reservation:
Smart Key should be Active (when the lock is online).
Door Code should generate; code shows active window (Portal/PMS timezone).
Time Check
Codes activate based on the property's timezone (e.g., Sydney). If it’s past the start time, the code is already active.
Logs
Audit/Access Logs via Staff Portal app→ Sync to verify events (e.g., “Open with door code”).
Scenarios to Validate
1) Common Area limited to one room
Set the Entrance to Room 1 only.
Create a reservation for Room 1 → key includes Entrance.
Create a reservation for Room 2 → key does not include Entrance.
2) Inherited access via mapping
If Room 4 is mapped to Room 1, Entrance access follows the mapping.
Reservation for Room 4 → key includes Entrance.
3) No mapping → no transfer
If a space is not mapped to any lock, reservations won’t transfer keys or door codes for that space.
Troubleshooting & FAQ
Why is my door code not generated (red dot)?
The lock is likely offline, or the space is not mapped.
Go to Devices → confirm Online.
Then use Troubleshoot in the key panel.
Wait 2 minutes between retries (rate‑limited).
Smart key is active, but door code isn’t—what does that mean?
Door codes require the door lock to be online. Smart keys may activate from the cloud even if the lock’s last sync is delayed.
My reservation didn’t appear in Portal.
Check PMS connection/token in Apps.
Confirm the room is mapped to a lock in Spaces.
Allow up to ~1 minute for sync; refresh.
How do I restrict a common area to specific rooms?
Spaces → [Common Area] → Manage. Select the rooms.
If you leave it unassigned, it’s added to all keys by default.
Can I handle multi‑bed rooms?
Yes. A room can have multiple mappings so each bed/space generates access correctly.
How do I change the door code length?
In the key details, edit Door Code and set 4–9 digits.
Ensure the lock is online, then update.
What happens on PMS check‑out?
With Remove Access on PMS Check‑Out enabled, Portal revokes access automatically at check‑out time.
I updated the settings, but nothing changed.
Verify you edited the correct room/common area (open by clicking the room name).
Re‑sync logs (Access Logs → Sync) and refresh.
Quick Checklist
✅ PMS connected & token active
✅ “Issue Key on Check‑In” + “Remove on Check‑Out” enabled
✅ Each room/common area is mapped to a lock
✅ Locks Active & Online in Devices
✅ Timezone correct for expected key activation