PMS Integration FAQ

You can connect your account through Cloudbeds Marketplace:

1. In Cloudbeds Connect, find the Omnitec integration and click "Connect".
2. Authorize the integration when Cloudbeds prompts for access.

Once connected, the integration automatically configures webhooks and creates necessary custom fields. Make sure the Cloudbeds user performing the setup has API Credentials and Integrations permission.

The integration automatically creates two custom fields:

• OmnitecPasscode: Contains the guest's access code (passcode)
• PhysicalToken: Contains information about the physical key card (UID and room)

These fields are visible in reservation details, booking view, and card view in Cloudbeds.

No, the integration is fully automatic after connection. The system will:

• Subscribe to all necessary webhook events
• Create custom fields if they don't exist
• Start processing check-ins automatically

You can verify the connection by checking that the custom fields appear in your Cloudbeds reservation settings.

Access codes are automatically generated when a guest checks in through Cloudbeds. The integration:

1. Receives a webhook notification when the reservation status changes to "checked_in"
2. Creates the reservation in OSAccess
3. Generates the access code and physical card
4. Updates the OmnitecPasscode field in Cloudbeds

This happens automatically - no manual action is required.

Yes! You can request additional keys at any time after check-in:

• Passcode: Request a new access code through Cloudbeds' door lock key feature
• Digital Key (ekey): Request a mobile key that will be sent to the guest's email
• Physical Card: Re-encode a physical card with the guest's access permissions

The integration will automatically generate the requested key type and update the status in Cloudbeds.

When a guest checks out or a reservation is cancelled:

• All access codes are automatically deactivated
• Rooms are checked out from the access system
• No manual cleanup is required

The integration processes check-out events automatically via webhooks from Cloudbeds.

If access codes are not appearing, check the following:

• Reservation Status: Ensure the guest has actually checked in (status = "checked_in")
• Custom Fields: Verify that the OmnitecPasscode field exists in your Cloudbeds account
• Reservation Data: Check that the reservation has valid check-in/check-out dates and room assignments
• Integration Status: Verify the integration is still connected and active

If something is not working as expected, please contact Omnitec Support and we will help you right away.

To speed up the investigation, include:

• What were you trying to do when the issue happened?
• Where did it happen in Cloudbeds, and approximately when?
• Your Property ID and Reservation ID (if available)
• What you expected to happen, and what happened instead
• A screenshot or the exact message shown (if available)

If physical cards are not encoding, verify:

• Card Encoder: Ensure your physical card encoder is connected and properly configured
• Guest Email: Some operations require a valid guest email address
• OSAccess Reservation: Verify that the OSAccess reservation was created successfully
• Card Reader: Check that the card reader can detect cards properly

The integration has built-in idempotency to prevent duplicate processing:

• If the same check-in event is received multiple times, it will only be processed once
• The system checks if a check-in with the same dates and rooms was already processed in the last 30 minutes
• If you're seeing duplicates, it might be due to room changes or manual re-processing

If duplicates persist, check the integration logs to see if multiple webhook events are being received.

If a guest changes rooms after check-in:

• The integration detects the room change via webhook
• It automatically checks out from the old room
• Checks in to the new room with updated access permissions
• Updates the access codes accordingly

This process is automatic and requires no manual intervention.

The integration works in real-time using webhooks. This means:

• Changes in Cloudbeds trigger immediate webhook notifications
• No polling or scheduled sync is needed
• Updates happen within seconds of the event in Cloudbeds

The integration subscribes to these events: reservation status changes, deletions, accommodation changes, and key requests.

The integration stores:

• Cloudbeds Marketplace credentials: Encrypted and stored securely for API calls
• Property ID: To identify your Cloudbeds property
• Reservation Links: Links between Cloudbeds reservations and OSAccess reservations
• Temporary Cache: Check-in data cached for 24 hours to support key re-encoding

All sensitive data is encrypted and stored securely. The cache is temporary and expires automatically.

To disconnect:

1. Go to Cloudbeds Connect
2. Find the Omnitec integration
3. Click "Disconnect" or "Remove"

The integration will automatically:

• Remove all webhook subscriptions
• Disable the app in Cloudbeds
• Clean up integration settings

No, disconnecting will not affect existing access codes:

• Codes that have already been generated will continue to work
• Physical cards that have been encoded will remain functional
• Only new automatic code generation will stop

You can manually manage existing codes through OSAccess if needed.

For additional support:

• Review this FAQ and the setup documentation
• Check the integration logs for detailed error messages
• Contact Omnitec support for technical assistance

When contacting support, please include:

• Your Cloudbeds Property ID
• Reservation ID (if applicable)
• Error messages from the logs
• Description of the issue