Our guests cannot access our property on the service. What can we do?
We are sorry for any inconvenience caused by this.
Firstly, we recommend trying all the following in-order to isolate the issue:
- In the Hinfo mobile app, try to find the property via the Current Location button when you are on-site.
- Make sure your permission settings are enabled and allow for Precise location to be accurately detected.
- In the Hinfo mobile app, try to search for the property via Search via Name and type in at least 3 letters or a single word in your property's name.
- E.g. For North Ryde Serviced Apartments we recommend searching for ryde to have the property appear in the search results.
- On our Hinfo website via hinfo.com/findproperty use either the Current Location or Search via Name option similarly to the above.
- If your property is using a direct QR Code to your property on our website, make sure this QR code is identical to the one provided in Account Details -> Direct Guest Wi-Fi Access in your CMS account.
- If your property offers multiple room types, try selecting a different room type to see if any let you in.
If after completing the above, your guests are still unable to access our service, please contact us via [email protected] with your property name, member ID and detailed steps used to replicate the issue at our end (including any room type names selected).
Similar Support Pages
How do our guests access the relevant information for our property through Hinfo?
Does Hinfo offer QR code access?
Do all our guests access our property and local area information the same way?
How much down-time does the Hinfo service have?
Do we need to upgrade the Wi-Fi at our property before offering Hinfo to our guests?
How much mobile/cellular data will guests need to use during their stay for Hinfo?
How easy is it for people to download the Hinfo app?
How does the current location function work for guests finding our property?