At EasyHub, we’re committed to ensuring your property’s security and a smooth check-in experience. This guide explains the support process for our Door Lock, details responsibilities, and includes a RACI matrix to clearly outline the roles of EasyHub and the Property Manager.
Door Lock Disclaimer
EasyHub is responsible solely for the installation of Smart Door Locks, connecting them with the EasyHub app, and ensuring that two copies of the keys are provided to the Customer. If the property contains or is equipped with a Lock Box, and the Customer provides the necessary access code, EasyHub will place the keys inside the Lock Box.
Beyond this scope, EasyHub disclaims any and all liability, under any circumstances, for the installation, maintenance, operation, or management of Lock Boxes, as well as for any additional key management procedures.
In cases where the property does not contain a Lock Box, EasyHub will place the two copies of the keys inside the designated box with old equipment, located in the Kitchen Cabinet. From that point forward, the Customer and their staff bear full responsibility for retrieving, securing, and managing the keys.
By proceeding with the installation of Smart Door Locks, the Customer expressly acknowledges and agrees that all key-related management, storage, and Lock Box procedures are entirely their responsibility, and EasyHub shall not be held liable for any issues arising from these aspects.
Process Overview
Door Lock and Zigbee Hub
Our Door Lock is connected to the Zigbee Hub, not via Wi-Fi. This design ensures reliable connectivity and enhanced security.
What to Do If a Guest Password Doesn’t Work
If a guest reports that their door lock password is not working, the Property Manager should follow these steps:
1. Guide the Guest on Proper Usage
Send the following instructional video to the guest, demonstrating how to use the door lock properly:
Instruct the Guest to:
Wake up the door lock by gently touching the keypad.
Enter the 6-digit password, followed by # to unlock the door.
2. EasyHub’s Support Policy on Password Issues
EasyHub will NOT dispatch staff members under any circumstances to test or troubleshoot passwords that:
Are not working due to integration issues with the PMS system.
Are not entered correctly by the guest.
Have not been properly activated on the door lock and are unavailable for use.
Technology issues may occasionally arise, and EasyHub is not legally or operationally responsible for these issues. Technicians will NOT be dispatched to verify a non-working door code, even if it has been reported as incorrect.
If a reservation code was working during the guest’s stay but later stopped functioning, the first step before reporting the issue to EasyHub is to record and send a video clearly demonstrating the problem.
Important: EasyHub cannot dispatch a technician unless a video is provided as evidence of the issue. This ensures accurate troubleshooting and efficient resolution.
3. Alternative Solutions for Property Managers
If a guest still cannot access the property, the Property Manager has several options to resolve the situation quickly:
Option 1: Create a Quick Access Password
Generate a new access code via the EasyHub Access Page that will be valid for the guest’s entire stay.
Option 2: Generate a New Access Code via the Mobile App
Use the EasyHub Property Manager Mobile App to issue a new password valid for the same stay period.
Option 3: Remotely Unlock the Door
Use the EasyHub Web Portal or Mobile App to remotely unlock the door for the guest.
Option 4: Provide the Physical Key
Hand over the physical backup key stored in the Lock Box to the guest for immediate access.
Important:
It is the Property Manager's responsibility to decide whether to dispatch their staff member to manually test a reservation code or assist the guest during their stay.
Other Situations
If the door lock battery dies, if the guest's password is not working, or if there are other access-related issues but the Property Manager is still able to provide access to the house, EasyHub will NOT dispatch a technician.
The Property Manager is always the first point of contact for resolving these situations, including creating a new password, unlocking remotely via the EasyHub platform, or providing a physical key.
For any questions or additional support, the Property Manager can always reach out to EasyHub via:
📲 WhatsApp Support Channel
📧 Email: [email protected]
Lost Keys – Property Manager’s Responsibility
If the Property Manager loses all door lock keys, and there is no available Lock Box backup key, EasyHub assumes no responsibility for the situation.
If all keys are lost and the door lock must be replaced, a $450 fee will be charged to the Property Manager, and the service will be conducted only during business hours when the property is available.
Offline Scenarios – Troubleshooting Door Lock Connectivity
If the Door Lock appears offline, it is likely due to one of the following reasons:
The guest has unplugged or removed the Zigbee Hub from the wall.
The Hub is offline due to a lost or unstable internet connection in the house.In these situations, the Property Manager’s maintenance team should first inspect and troubleshoot the issue. If necessary, Property Manager may contact EasyHub for guidance on how to restore connectivity for both the Hub and the Door Lock.
Note: For non-emergency situations, EasyHub will provide guidance remotely rather than dispatching a technician immediately.
RACI Matrix – Door Lock Support
Below is a RACI matrix that defines the responsibilities for addressing Door Lock issues:
Activity | EasyHub | Property Manager |
Full support during the initial installation phase | Responsible & Accountable (R, A) | Informed (I) |
Handling guest password issues during check-in | Consulted (C) | Responsible & Accountable (R, A) |
Using the physical key from the Lock Box when guest password fails | – | Responsible & Accountable (R, A) |
Identifying and troubleshooting offline Door Lock issues | Consulted (C) | Responsible & Accountable (R, A) |
Assisting the maintenance team to bring the Zigbee Hub and Door Lock back online | Responsible & Accountable (R, A) | Informed, Consulted (I,C) |
Legend:
R (Responsible): The party executing the task.
A (Accountable): The party with final ownership of the task.
C (Consulted): The party who provides input.
I (Informed): The party kept updated on the progress.
Additional Guidelines for a Smooth Support Experience
Keep Your Information Ready: Have your account details, property ID, and any relevant notes on the issue available when seeking support.
Be Clear and Concise: Explain your issue briefly and clearly so that our team can quickly understand and help resolve it.
Follow Up: If you do not receive a response within the expected timeframe, please follow up using your usual contact channel.