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What a door code is

A door code is the numeric (or alphanumeric, depending on configuration) PIN that the guest enters on their room’s lock to open it. In Roomdoo, every reservation generates its own unique code that only works during the guest’s stay. Unlike systems with fixed codes per room (that have to be changed by hand each time), Roomdoo:
  • Generates a different code for each reservation
  • Activates it at the start of the stay
  • Invalidates it at the end
  • Doesn’t reuse recent codes to avoid collisions

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How codes are generated

Codes are random: they don’t follow a predictable pattern. They aren’t consecutive, they don’t derive from the reservation number, they don’t derive from the date. That matters for security — a guest can’t guess the neighbour’s code, and a past guest can’t predict the next one. These parameters are configured at property level:
  • Code length (typically 4 to 6 digits)
  • Character type (digits only, or digits plus letters depending on the lock)
  • Validity window (when it starts and when it ends being valid)
The configuration (length, format) is at property level. Once configured, every code on that property is generated under those rules.

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How the guest receives the code

Codes are delivered in two ways, depending on how your property is set up:
  • Automatic email before check-in (with the code, address, arrival instructions)
  • WhatsApp or SMS if your property has messaging configured
  • At reception if that suits your flow
The code is only valid during the stay. If the guest loses it, you can look it up (not regenerate it, except in special cases) from the reservation record.

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Common support cases

Check, in this order:
  1. The customer’s email is correct on the record. Typos like gmial.com or hotmial.com are common.
  2. The email didn’t end up in spam. Ask the guest to check the junk folder.
  3. Automatic communications are active for that property. If no email is being sent to any guest, there’s a general configuration issue.
Meanwhile, you can give the code directly from the reservation record.
For security and by how they’re generated, codes can’t be customised. If the guest insists, explain that the system guarantees the code isn’t reused and that’s why it’s generated automatically.If there’s a real reason (a guest with limited mobility who can’t type 6 digits quickly, for example), contact support — special cases are handled by hand.
This shouldn’t happen — the system prevents two active codes from being the same. If you’ve seen this, it’s a serious security incident because two guests could enter the wrong room (or each other’s, if the locks are misassigned).Contact support immediately with both reservation numbers.
If the property has smart locks connected, the access log shows every code use. You can check it from the reservation record or from the day’s access list.If there’s no use recorded but the guest did check in, they may have come in another way (reception let them in, etc.) or the lock may not be recording access correctly.

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When to contact support

Contact Roomdoo support if:
  • Codes aren’t being generated for new reservations on a property
  • There are duplicate codes between active reservations
  • You need to change the length or format of codes at property level
  • You need a special code outside the automatic flow (technical, cleaning, event)
  • There are unauthorised accesses detected in the log
Don’t give a reservation’s code to anyone other than the named guest. Even if someone says “I’m on the same booking” or “I’m here on the guest’s behalf”, always verify identity. A code in the wrong hands is like a lost key.