How does the integration with RezStream work?
Since RezStream does not offer any API integrations, the only way we can sync reservations is by subscribing to an automated report. RezStream syncs reservations to Operto on the day of check-in. By default, reservations are synced every day 1 hour before your check-in time. Consider this the“cutoff time”. No updates to that day’s reservations will be reflected to Operto beyond that. The reservations are then processed by Operto. The access code is sent out to each guest and made active on the door by the check-in time.
How does my guest get their code?
Once the reservation is in Operto, we will assign a code and install it for check-in time. Once its assigned, we can email your guest the code. Please reach out to the Onboarding team to begin setting up your email template. Please make sure all your booking channels are receiving guest emails or guest email aliases. For reservations without email, you’ll need to manually communicate the access code.
It is best practice to let guests know when they book that their access code will be sent at the time of check-in so they don’t get anxious about not having their code in advance.
What happens if a reservation changes within 1 hour before check-in?
Please make sure that any edits to dates, room assignments, etc are done prior to the cutoff time (1 hour prior to check-in time). Any changes made after that will not be reflected in Operto.
What do I do if a reservation needs to be changed after check-in?
If a guest extends or shortens their stay after check-in, you will need to manually edit the times in Operto. If they cancel the booking, you will need to revoke the access code in Operto.
How do I grant access for an early check-in or a walk in?
If you want to grant an early check-in, the reservation has most likely not synced into Operto yet. In that case, you need to create a manual reservation in Operto and give the guest the code that gets instantly generated. It’s fine if it overlaps with the reservation that subsequently syncs from RezStream; both codes will expire at the end of the reservation.
If you have walk-ins arriving after the cutoff time, their reservations will not be automatically synced and you will need to add them manually into Operto.
How does RezStream send the check-in and check-out times to Operto?
We receive the reservation times by default. If you edit the reservation the time will be displayed in UTC. If you are editing a reservation with a check in time of 3:00pm in PST, you will see the access time listed as 10:30pm since we have a 30 minute buffer to install the code.
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