This article is to notify you of the upcoming migration from our current Rackspace infrastructure to Amazon Web Services (AWS). Once complete, this migration will provide your PMS with additional speed, scalability, and stability.
In order to facilitate this migration, our systems will undergo a scheduled maintenance that will last from 11/11 until 11/16.
As part of this maintenance, we will have 30-60 minutes of scheduled system-wide downtime on Monday, November 12, from 11:45 pm to 12:45 am ET. (Click here for a time-zone converter.)
During this time, Rover, Rover Overlay, Zest Web, Zest Station, Zest App, Reports, Imports, Rover Connect, Interfaces, and Guest Email Notifications systems will be completely offline.
This downtime is necessary to complete the migrations of the PMS databases over to AWS.
We apologize for any inconvenience this may cause and are committed to working with you to minimize any disruptions. Here are some recommendations we have for minimizing disruptions during this downtime:
Inform guests of the downtime in a letter explaining that the hotel will not have access to their computer system for this brief period on Monday, November 12. Explain that guests checking out during this period can expect a longer check-out process than usual.
To avoid any complications during this period, we recommend printing downtime reports specifying arrivals, departures, guests in house, and room status (vacant clean/inspected rooms).
Also be sure to print and hand out the Credit Check report to your restaurant outlets.
We suggest printing or emailing the same downtime or emergency reports to key staff members.
If a guest makes a reservation during this downtime, you will need to let them know that the system is currently unavailable; however, they can book online, or you can take their name and number and call back later.
We advise pre-cutting keys for arrivals. You should also cut a few keys for vacant rooms (should you need to move a room or schedule a walk-in). Be sure to make a record of any arrivals on the arrival list and cross out the room once it is in use. You should let the customer know that you will reach out to collect credit card information once the system is restored.
Take note to pre-block remaining arrivals, and depending on occupancy, close out the hotel in CRS to avoid any oversell.
Prepare for offline room charges from outlets or ask guests to refrain from closing the room charge until the system is back online. Furthermore, you should make sure all outstanding balances are (pre)charged for any check-out guest. Be sure to print or email any guest balance reports.
Guests will need to come down to the desk to check out, at which point the agent should explain that the system is down and offer to email the guest folio once the system is restored. The agent will then record the room number, guest name, and any notes on the departure list.
Following the guest’s departure, the agent should notify Housekeeping. Once Housekeeping is made aware of the guest’s departure, the agent should mark it accordingly.
If you have any further questions or technical issues, please do not hesitate to contact Customer Support, here.
Please contact StayNTouch Support if you experience any issues.