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❌ Door Access Sync Failed

Topic: RESERVATION_DOOR_ACCESS_SYNC_FAILED

What It Does

Failed to synchronize digital key/access credentials with the lock system.

Key Info

  • Object: Reservation
  • Actors: Guest or Staff
  • Source: BACKOFFICE, GUEST_JOURNEY, PLATFORM, PMS

When It Fires

  • Lock system communication error
  • Invalid key parameters
  • Lock system unavailable
  • Access provisioning timeout

Context Data

{
    "error" : "{\n  \"errorSource\" : \"HAPI\",\n  \"errorMessage\" : \"no applicable terminals from hms\",\n  \"errorCode\" : \"NO_APPLICABLE_TERMINALS_FROM_HMS\",\n  \"errorTime\" : \"2025-10-21T08:00:46.855+00:00\",\n  \"errorStatusCode\" : 400\n}",
    "doorAccessState": "PUBLIC_AND_PRIVATE",
    "requestor": "KEYS_IN_HOUSE"
}

Door Access States

State Description
NONE No door access granted - guest cannot access any doors
PUBLIC Access to public areas only (lobby, common areas)
PUBLIC_INHOUSE Access to public areas for checked-in guests
PUBLIC_AND_PRIVATE Full access to both public areas and private room/unit

Requestors

Requestor Description
CHANGE_PIN Guest requested PIN code change through self-service
ADMIN Staff manually triggered sync from backoffice
KEYS_CONFIRMED Guest completed pre checkin and on arrival day public doors are issued
KEYS_CONFIRMED_TIMER Guest completed pre checkin and on arrival day public doors are issued by timer
KEYS_FORCE_PRIVATE_TIMER Automatic sync triggered by private access timer
KEYS_IN_HOUSE Sync triggered when guest checks in (in-house status)
KEYS_FORCE_IN_HOUSE Force sync for in-house guest (override existing state)
KEYS_SYNC General door access synchronization request
KEYS_REFRESH Refresh existing door access credentials
KEYS_CLEANUP_CHECKED_OUT Remove access after guest checks out
KEYS_CLEANUP_FINAL Final cleanup of all door access after reservation ends

What To Do With It

  • Retry sync operation - Attempt to re-provision access
  • Alert operations team - Manual intervention may be needed
  • Provide backup access - Issue physical key if needed
  • Log failure details - Track for lock system issues
  • Check lock system status - Verify lock system health