If your guest's mobile key is not working at the door, please make sure that the bluetooth has been turned “ON” in their device and try using it again. You can also have the guest quit the OpenKey app and try to resynchronize their device by opening the app and clicking "Get My Key" button again. After the process is complete try using the mobile key again and see if you are able to open the door. If this does not resolve your issue, please contact the Front Desk for further assistance.
In this situation a receptionist should also have the guest to try using the same mobile key to access any of the common areas at the property and see if they can open it. This will help you identify if the actual lock at the room door needs to be reprogrammed or diagnosed.