100% of the operations of the hotel are impeded.
- A RoomKeyPMS Server is down, and you cannot log into the RoomKeyPMS application on any workstation (not internet connectivity or password related)
- Cannot check out a room due to room status error message which can hinder operations in a sold-out situation.
When hotel operation are NOT 100% impeded
- Internet is down in local area
- Shift4 or any third party interface is down but payments can be process on Dollars on the Net
- Any Operations-related questions that should be directed to a manager or supervisor
- Need to change a rate plan
- Booking.com / Expedia / GDS interface errors
- Inventory levels don't match rooms available
During an emergency please follow this protocol:
- Call our Support line (1-800-234-5695) and you MUST leave a voicemail to get your support issue answered. You will get a response within 4 hours.
- Emails are not monitored during after hours support
- Calls not deemed an emergency are subject to a fee.
In non-emergency situations, please use our regular business line during our business hours of 6am to 5pm PST, Monday to Friday - 1.800.234.5695.