Overview
The Key's Notification Timing setting allows staff to define how far in advance of a guest's key start time the "Your Access is Ready" notification is sent. This notification delivers access credentials to the guest via Email or SMS. The configuration is managed at the property level and is found on the Customisation page. At the scheduled sharing time, the Guest App checks whether the key is currently within its active access window. If active, the doorcode and mobile keys are shown; if not yet active, nothing is shown to the guest yet.
Key Concepts
Key start time: The date and time from which the guest's access credential becomes valid.
Sharing time: The calculated moment when the notification is sent. This is determined by subtracting the configured hours and minutes from the key start time.
Credential: The digital access key assigned to a guest for their reservation. A credential must be allocated before the notification can be sent.
Channel prioritisation: The system sends the notification via Email first. SMS is only used if Email is unavailable or disabled.
Property-level configuration: The timing setting applies to all reservations at a given property and is not configured per reservation.
How to Configure Key's Notification Timing
Log in to the staff portal and navigate to the Customisation page.
Locate the Key's Notification Timing section.
Use the slider to set how many hours and minutes before the key start time the notification should be sent.
Review the description displayed below the slider to confirm the selected timing.
Save your changes. The updated timing will apply to all future notification calculations at this property.
How Notification Sending Works
Calculating the Sharing Time
The system calculates the sharing time using the following logic:
Sharing time = Key start time − configured hours and minutes
If the calculated sharing time is in the future, the notification is sent at that exact time.
If the calculated sharing time is in the past (for example, due to a late credential allocation or a configuration change), the notification is sent immediately.
Credential Dependency
A credential must be fully allocated before the notification can be sent.
The system will never attempt to send the notification before a credential is available.
If credential allocation fails, the notification will not be sent.
Channel Prioritisation
The system follows a strict priority order when choosing how to deliver the notification:
Email is always attempted first. If the guest has a valid email address and email notifications are enabled, the notification is sent via Email only.
SMS is used as a fallback. If Email cannot be sent, and SMS notifications are enabled, and the guest has a valid mobile number, the notification is sent via SMS.
The same notification will never be sent via both Email and SMS.
If neither channel is available or enabled, the notification is not sent.
Reservation and Data Changes
Key start time changes: If the key start time is updated before the notification has been sent, the sharing time is recalculated automatically using the new start time. If the new sharing time is in the past, the notification is sent immediately.
Reservation cancellations: If a reservation is cancelled before the notification is sent, the notification will not be sent.
Duplicate sends: Each credential will only ever trigger one notification. The system ensures the notification is sent once and only once per credential.
Sending the Email/SMS: the Guest App also reveals the door code and mobile keys at the scheduled notification time (provided the key's access window is already active).
Tips / Best Practices
Set the timing far enough in advance to give guests time to prepare, but not so early that credentials have not yet been allocated.
Test your timing configuration against your property's typical check-in patterns to find the most effective lead time.
Ensure guest profiles include a valid email address where possible, as Email is the preferred and more reliable delivery channel.
Review your notification timing setting after any changes to your check-in process or key issuance workflow.
Monitor failed notifications to identify patterns related to missing credentials or incomplete guest contact details.
Troubleshooting / FAQs
Portal: Why did a guest not receive the "Your Access is Ready" notification? The most common reasons are: the credential was not successfully allocated, the guest does not have a valid email address or mobile number on file, or neither Email nor SMS notifications are enabled for the property.
Portal: Can a guest receive the notification by both Email and SMS? No. The system sends the notification via one channel only. Email takes priority. SMS is only used if Email cannot be delivered.
Portal: What happens if the key start time changes after the notification timing is already calculated? The system recalculates the sharing time based on the new key start time. If the updated sharing time is in the past, the notification is sent immediately.
Portal: Will the notification be sent if a reservation is cancelled? No. If the reservation is cancelled before the notification is sent, the notification is suppressed entirely.
Portal: Can the timing be configured differently for individual reservations? No. The timing setting is configured at the property level and applies to all reservations at that property.
Portal: What if the credential allocation fails? The notification will not be sent. Credential allocation must complete successfully before the system will attempt to deliver the notification.
Portal: What if common area access is earlier than the main door?
The time will be calculated based on the earliest door's time. For 10 am, 5 am is the time to send the email, per the settings. If you want it sent at 9 am, set the notification time to 1 hour before the key start time. should be lightly updated to mention that common-area mobile keys can become visible in the Guest App on their own access schedule — so a guest may see a common-area key in the app before their main room key appears, depending on each key's active window.