Override key handover for a reservation

Use an override when one reservation will collect or return keys differently from the operation's normal method. Pickup and drop-off are stored separately.

Requirements and checks#

• The reservation must belong to the active team, be authorized and still exist.
• It must be linked to a short-term rental operation.
• The Agency plan must include Key access points.
• You need permission to read the reservation and update access points authorized by default.
• At least one active access point must exist.

Before changing anything, compare guest, property, dates and address. A wrong code can block entry or expose another lockbox.

Save an exception#

1. Open the reservation from Calendar or the key icon in the Daily PMS Agenda.
2. Under Current key handover, choose Pickup or Drop-off.
3. Check whether it says Default or Override and read the effective summary.
4. Select an active access point.
5. Review the Guest message preview.
6. For a lockbox, choose Use access point code (its default code) or Use reservation code. A custom code cannot be empty.
7. When the point allows it, enable Override instructions for this reservation and complete the required languages. No language can exceed 256 characters.
8. Select Save override and wait for the saved notification.
9. Reopen both directions and verify the summary, location, instructions and code.

Switching between Pickup and Drop-off with pending changes asks for confirmation. Choose Keep editing when you have not yet checked the preview.

Understand automated delivery#

The preview shows resolved content; it does not confirm delivery. If System message disabled appears, open its settings and ask an administrator to enable an available channel.

This automated message follows the same rule as the codes (see below): at least one registered traveller, the deposit paid when one is required, or a manual release. The number selected during booking is only a reference and does not by itself determine whether companions are missing. Pickup becomes eligible around arrival day and drop-off around departure day; the conversation and selected channel must also be available.

Do not promise the guest received the instructions merely because the override was saved. Verify delivery in the relevant conversation and use Work with reservation conversations to recover a failure.

Access codes before check-in#

The guest sees the access codes (in the guest area and in the automatic message) once at least one traveller has checked in and, if the stay requires a deposit, once it is paid. Until then the guest area sends them back to the reservation page, which says what is missing; the QR code on the information sheet goes to the same place.

To release them earlier, open the reservation and, under Readiness > Access codes, select Release now and confirm. Holidario records who and when. Withdraw undoes the release while the guest has not checked in and drops key messages that have not gone out yet; anything already sent cannot be taken back. A cancelled, no-show or deleted stay never gets the codes.

Put codes in the access-code field, never in the instructions: only that field stays hidden until check-in.

Return to the normal value#

1. Open the correct direction: Pickup or Drop-off.
2. Select Use operation default.
3. Confirm the badge changes to Default and review the summary.

When another override is saved or removed, Holidario suppresses pending deliveries tied to the previous version. It cannot retract a message already sent; send an explicit correction if the guest received outdated information.

Errors, denials and recovery#

• No access points: create and activate one; do not put an improvised location only in chat without updating the operational record.
• Operation missing: repair the reservation relationship before continuing.
• Code required: enter a reservation code or return to an existing default code.
• The block or icon is absent: check the feature and permissions; front desk and managers do not gain access to reservations outside their scope.
• Save failed: keep the text outside the form, reload, verify the reservation again and retry once.
• Cancelled, no-show or owner blockage: do not rely on automated delivery; these stays should not receive normal instructions.

Device acceptance for the reservation override modal has not yet been verified. Use a wider screen to confirm the reservation header, direction, access point, preview, and code. If any field or confirmation is hidden on a smaller screen, do not save; repeat the review on a wider screen. When escalating, provide the reservation ID, affected direction, access point and message status; always hide the code and personal data.