What should I do when a guest cannot enter?
Published October 1, 2026 · 1 minute read
The answer
Verify the guest is at the correct entrance and gather enough information to distinguish an instruction problem from a lock failure. Use the tested access fallback and local support process. Protect credentials and avoid exposing access information unnecessarily.
Keep the guest informed about the next action. Review the incident afterward; repeated entry failures may indicate a system problem rather than guest error.
This answer is general education. Apply it to the property's actual location, agreements, and circumstances. Where a decision requires professional advice, use a qualified adviser.
Explore all guest communication questions →