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When the system refuses

Wrong hotel code, username or password

One sentence for all three, and the one people actually get wrong is the hotel code.

The sign-in screen says Wrong hotel code, username or password — the same sentence whether the hotel code is unknown, the username does not exist, or the password is wrong. It has to: a screen that says "that hotel is not a customer" answers a question strangers should not be able to ask.

The sign-in screen.
The sign-in screen.

In practice, in order of likelihood:

  1. The username typed as an email. Since September the username is short — FOM1, HK2 — and it is not the email address.
  2. The hotel code. It is the hotel's letters (ASARSJ). An administrator of a group types the group's code, not a hotel's.
  3. The password. Passwords are case-sensitive; the eye in the box shows what was typed.

"Locked until … after too many attempts" follows five wrong tries in a row and lasts fifteen minutes. An administrator setting a new password clears it at once.

A login with no username yet cannot sign in with a username at all. The administrator opens Team & access and uses Login name on that person's row; the list says *No username yet* against everybody who still needs one.

An administrator on your side fixes all of these from Team & access. If the only administrator is locked out, telephone us — and afterwards, make a second one.

More in When the system refuses

It refused. Start here.How to read a refusal, and the three kinds this system gives. That room is already occupied for those datesSomebody else is in it for at least one night of the range. There is no override. The folio carries an outstanding balanceMoney is owed at check-out. The settle window is where it is collected, discounted, waived or left on account. This guest is already booked here for these datesA live booking for the same name or phone overlaps these nights. Find it — it is usually the channel booking you could not see. An administrator may book anyway. The room is vacant-dirtyHousekeeping has not released it. A manager may override, and housekeeping is told. Cannot amend: minimum stay, maximum stay, closed, stop sellThe dates you asked for hit a restriction on the rate plan. A manager may override. Cannot move, and the administrator overrideRoom moves refuse for four reasons. Two can be overridden and two cannot. That room is blocked for those nightsSomebody blocked the room from the chart. The refusal says the dates, the purpose and who. Open the block or pick another room. The rate comes from somewhere you cannot type overA contract or a channel set this price. That is the system protecting an agreement. A reason is requiredCancellations, voids, comps, overrides and moves all need one, and it comes from a list. Day end will not close the dayEither the day has not happened yet, or a shift is still open. That module is not part of this subscriptionThe hotel group does not hold that module. Only Asar can switch one on. That link is not liveOne sentence for three cases: unknown, already used, and lapsed. The guest owes more than the desk may waive"The guest owes ₹1,240, which is more than the ₹500 this hotel lets the desk waive at check-out." Collect it, discount it, or a manager waives it. The Aadhaar or PAN is not validA format check at the desk, not a lookup against any government service. It needs a company or an agent firstA booking billed to somebody else needs that somebody on file. The dish, category or outlet will not saveEvery one of these is a field the form needs and does not have. The night audit has not been run, so the hotel is still on that date"… would be checked in on a day that is already over. Close the day first." Close the day, then check in. Late check-out charge due — post it or waive it, then check out"Late check-out charge due: left at 14:30, 3½ hours after check-out time 11:00 (50 per cent of 4,200). Post the charge to the folio, or have a manager waive it, then check out." A discount of 15 per cent needs a manager"A discount of 15 per cent needs a manager; this hotel lets the desk give 10 per cent without one." Pick a manager under Approved by, or stay within the limit. The close checklist is not finished"The close checklist is not finished — every day audited (pending)." A month locks only when its mandatory tasks are done; it reopens only with an approved request once the account has the rule. The person who asked for this cannot sign it"The person who asked for this cannot sign it." · "You have already signed this." · "This needs a manager or higher to sign." An approval needs a different person, once, of the right role.