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Cloudbeds Guest Experience Integration - RemoteLock Connection Guide

Lorena Pamplona
Updated

Cloudbeds Guest Experience can integrate with your RemoteLock account to automatically send access pin codes to guests.

This integration will sync with your RemoteLock account to create access pin codes in the guest profile and create or revoke access pin code access to your guests. Additionally, you can schedule automated messages to automatically send access pin codes to your guest.

  •   Cloudbeds Guest Experience does not override the check-in and check-out times unless the pin is manually created within the Guest Chat, and a different time is selected.
    • The time settings in Remotelock have 2 levels: the account-level time (fallback) and the device-level time (primary).
  • Only two regions are currently supported: Global and Japan.
    • If you use Remote Lock Japan, Guest Experience RemoteLock UI is not localized in Japanese; the region selector and labels are in English.
       

 

Setup

  1. Go to the Company company.png page
  2. Click on the Integrations tab
  3. Scroll down to the Digital Keys section, and select Enable for RemoteLock, and click View Settings

Enable RemoteLock and view settings

  1. Click to Connect button

Device Mapping

  The Device to Door Name Mapping must use the exact Room (Accommodation) Name configured in Cloudbeds PMS for each corresponding RemoteLock device. This is the individual room name, not the room type name or an internal device name. The RemoteLock device name can be different from the PMS room name.

After connecting Cloudbeds Guest Experience to RemoteLock, 

  1. Click to edit Edit icon the settings.
  2. Enter the exact Room (Accommodation) Name from Cloudbeds PMS for each corresponding Lock/Device. Do not enter a room type name or an internal device name. Multiple text values can be used where applicable.
  3. Click to confirm

  Keep the mapping up to date: If you rename a room in Cloudbeds PMS, update its Device to Door Name Mapping manually in Guest Experience. Room-name changes do not automatically update this mapping. An incorrect or outdated mapping can prevent access codes from being generated or sent and may result in Error 5000 (variables were missing).

  You can use the last four digits of the Guest's phone number as the pin code. If no phone number is provided, a random pin is generated.

Device to Door Name Mapping

Create Access Codes

  1. Access an open message
  2. Expand the Digital Key section in the guest profile
  3. Click Create Access Code
  4. Select guest room number under Door
  5. Select the Start/End Date and Time of guest access
  6. Click Confirm

Create Access Code form

Send Access Code

Through a chat

  1. Click the Arrow next to the digital key to send
  2. A templated message will appear in your message box with code details to edit as needed, click Send

Send access code from chat

Message template preview

Through the Guest App

If you have the Guest App feature, you can enable the integration to RemoteLock in the Guest App Home Page settings.

Once you generate an access code, your guest will have access to it on their home page through the Digital Keys button:

Digital Keys in Guest App

Revoke Access Code

  1. Click the red Trashcan Trashcan icon next to the digital key to remove
  2. Confirm action to revoke key code

Revoke access key

Automate Access Pin Codes

  If you plan on sending multiple automated messages with the remote lock variable, allow at least 1 minute between automated messages that contain the remote lock variable.

Automating access using Cloudbeds Guest Experience Automated Messages performs the following:

  1. A random access pin is generated
  2. The access is created based on Room name on the Reservation
  3. The access is set for the reservation dates of stay and the access times are based on your RemoteLock account.

  If a guest’s dates of stay are updated after a code was generated, Cloudbeds Guest Experience automatically updates the existing code to support the new dates of stay.

Create an Automated Message with RemoteLock Pin Variable

  1. Go to the Automation tab inside Cloudbeds Guest Experience, and create an automated message. Check the following article to learn more: Cloudbeds Guest Experience Automated Messages - How to Manage
  2. Type your message and include variable → reservation → RemoteLock Pin
  3. Click Create

 Recommended Message Text

  • To unlock your door for room {{room_number}}, enter the access code: {{remotelock_pin}} followed by the "#" key. To lock the door, press the "*" key twice.

Frequently Asked Questions

Do I need to create the access pin in RemoteLock when using an Automated Message?

No, Cloudbeds Guest Experience will automatically create a new access code for the guest using their Reservation Arrival/Departure dates and the default Guest start/end times.

If a Guests changes rooms, will their access pin work still?

  1. Create an Automated Message using the Reservation Room Changed recipient type
  2. Set the Automation Type to RemoteLock Update Access Pin. This will update their access pin to allow access to the new room.

If a Guest extends their stay, will the access pin be updated?

Yes, if a guest's reservation dates/room changes, Cloudbeds will auto-update the doorcode on the backend. The PIN doesn't change, and it should work for the new dates/room.

If a Guest checks out early, will their access be revoked?

  1. Create an Automated Message in Cloudbeds Guest Experience using the Reservation Checked Out recipient type.
  2. Set the Automation Type to RemoteLock Revoke Access Pin. This will revoke their access on Check Out.

When sending codes to RemoteLock it is only sending to the Room and not common doors, how can I fix this?

This should be able to be fixed with the Common Door settings in RemoteLock. Click here to learn more.

What are the supported locks?

RemoteLock supports the following:

  • acs_door, lock
  • thermostat
  • power_plug
  • zwave_lock
  • schlage_home_lock
  • acs_elevator
  • acs_elevator_floor,
  • connector_lock
  • igloo_lock
  • resort_lock
  • TT Lock

 

RemoteLock Troubleshooting

Error Reasons

If any error is presented directly from RemoteLock while issuing pins, you can find the diagnosed error coming from them under the message sent to the guest, as in the examples below:

Error 5000: Missing variables or access codes

If a RemoteLock access code is not generated or a message fails with Error 5000 (variables were missing), check the Device to Door Name Mapping first.

  1. Open the reservation in Cloudbeds PMS and check its assigned Room (Accommodation) Name.
  2. In Guest Experience, open Company > Integrations > Digital Keys > RemoteLock > View Settings.
  3. Compare the mapped room name against the PMS room name, including spelling and spacing. Do not use the room type or RemoteLock device name in place of the PMS room name.
  4. Correct the mapping, then test code generation again.

If the room was renamed in PMS, update its mapping manually. Do not repeatedly disconnect, reconnect, or re-sync the integration as a substitute for correcting the mapping.

Error Examples

Device not found:

Device not found error

Access PIN error:

Access PIN error

Authorization error:

Authorization error

Contact RemoteLock support with this information to request troubleshooting assistance.

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