The response message:

Departure time of the reservation is set in the past or is less than the lock software date and time. Please double check the reservation departure time and make any appropriate adjustments.

Why this happens:

Departure time of a reservation in Mews is sent in the key creation command to be encoded on a key card as the time when a key card should expire – so that the guest who holds the key card can no longer access the room after their stay.

When the lock software considers a reservation’s departure time to be in the past (e.g. lock software’s system time now is 10:30am and the reservation departure time in Mews was set to 10:00 today, or if the reservation departure time was yesterday).

This can often happen when you are trying to create a key for a reservation checking out today.

If the same error appears multiple times in Device Commands Queue for different spaces, various reservations with different departure dates, and for different encoders, then it could be that the time zone set on your computer running the Mews Connector application is different from the time zone set in your door lock software and/or the computer running the door lock software server application.

Read more about what is sent in a key creation command and how the time zones get converted in How to key cutter integrations work.

NOTE: For more specific details on when a key card’s expiry date and time (reservation’s departure time) is considered in the past for the particular door lock software used at your property, please contact the lock vendor to learn more.

How to resolve:

First check if the reservation for which you are trying to create a key card has a departure time set in the past.

If the reservation’s departure is today or within the lock software’s acceptable time window, yet this error continues to occur, check and ensure that the following have the same time zones:

  • Computer where the Mews Connector application is installed
  • Computer where the lock software server application is installed (if it is different from the computer above)
  • The lock software/management system itself

If the issue persists across different reservations, and the time zones are aligned across all systems and machines, then Mews recommends contacting your door lock software provider for further assistance.

Hint: for time conversion issues like these, it can be helpful to compare the key creation messages logged inside your door lock software against what is sent from Mews Connector.

Ask your lock vendor to help you retrieve system or event logs.

Read more about the Mews Connector application and how to retrieve logs.

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