Question 1

What is Zentry?

Accepted Answer

Zentry is a digital key platform that replaces physical keycards with secure smartphone-based access. Guests receive an SMS with a link that opens instantly-no app download required. The system uses iOS App Clips and Android Instant Apps to provide frictionless access, integrating with cloud-connected smart locks from vendors like Salto KS, Yale, and ASSA ABLOY.

Question 2

What types of properties can use Zentry?

Accepted Answer

Zentry works with boutique hotels, vacation rentals, serviced apartments, B&Bs, co-living spaces, corporate housing, and any property that needs secure guest access management. We're designed for independent properties looking to modernize their guest experience.

Question 3

Do guests need to download an app?

Accepted Answer

No! That's one of Zentry's key advantages. Guests tap an SMS link and unlock instantly using iOS App Clips (iPhone) or Android Instant Apps. These are lightweight, instant-loading experiences that don't require visiting the app store, creating an account, or waiting for downloads. For enterprise locks with BLE (Bluetooth) support like Salto and ASSA ABLOY, the App Clip/Instant App provides offline, proximity-based unlock. A full app is available optionally for repeat guests who want additional features.

Question 4

How does the 'No App Download' feature work?

Accepted Answer

When guests receive their SMS key link, tapping it triggers iOS App Clips or Android Instant Apps-Apple and Google's native 'instant app' technologies. These load in under 2 seconds without any app store visit. The instant experience includes full unlock functionality: for compatible enterprise locks (Salto, ASSA ABLOY), guests get native Bluetooth (BLE) unlock that works even without internet. For WiFi-only locks, the unlock command goes through our secure cloud relay. Either way, guests are unlocking their door within seconds of tapping the link.

Question 5

How do I add guests to the system?

Accepted Answer

You can add guests individually through the admin dashboard or bulk import from CSV/Excel files. When you add a guest with their phone number and check-in/check-out dates, a digital key is automatically created and an SMS notification is sent.

Question 6

Can I set custom key activation times?

Accepted Answer

Yes! Each property has a default key activation window (e.g., 15 minutes before check-in), and you can customize this per property or per individual guest. Keys automatically become active at the specified time and expire at checkout.

Question 7

What happens if a guest loses their phone?

Accepted Answer

You can instantly revoke a digital key from the dashboard. For smart locks with PIN capability (like Salto KS), guests also receive a backup PIN code for keypad entry. You can regenerate a new key at any time.

Question 8

Can I see who accessed which room and when?

Accepted Answer

Yes, the Access Logs feature provides real-time visibility into all access attempts, including successful unlocks and denied access. You can filter by date, room, or guest, and export data for compliance or security reviews.

Question 9

How do I connect my smart locks?

Accepted Answer

Zentry integrates with smart locks via Seam.co's unified API. In the Properties → Rooms section, click 'Connect Lock System' and authorize access to your lock vendor (Salto KS, Yale, etc.). Zentry automatically detects your locks and lets you assign them to rooms.

Question 10

How do I unlock the door?

Accepted Answer

For smart lock properties: Open the Zentry app and tap 'Unlock' when near your door. The app communicates with the lock via Bluetooth or cloud API depending on your property's lock configuration.

Question 11

What if my phone dies or I have no internet?

Accepted Answer

Many smart locks support backup PIN codes. If your property has this enabled, you'll see a backup PIN in the app that works on the lock's keypad even without your phone. Additionally, if your phone has a provisioned mobile credential, Bluetooth (BLE) unlock works offline-your phone communicates directly with the lock without needing internet. Contact the property front desk if you need additional assistance.

Question 12

Is my digital key secure?

Accepted Answer

Yes. Digital keys are encrypted, time-bound to your specific reservation dates, and tied to your verified phone number. They cannot be copied or shared. Keys automatically expire at checkout and can be instantly revoked if needed.

Question 13

Does it work with my phone?

Accepted Answer

Zentry works with virtually all modern smartphones. iPhone (iOS 13+) and Android (8.0+) devices are fully supported. The specific unlock method (BLE proximity or cloud API unlock) depends on your phone's capabilities and the property's lock type.

Question 14

What if I don't see my reservation?

Accepted Answer

Make sure you're logging in with the same phone number the property has on file. If you still don't see your reservation, contact the property directly-they may need to update your phone number in the system.

Question 15

What lock hardware is supported?

Accepted Answer

Zentry supports major hospitality smart lock brands through Seam.co integration, including Salto KS, Yale/August, Dormakaba, Schlage, and more. For locks supporting mobile credentials, guests can unlock via Bluetooth even when offline. Contact us for a compatibility check with your existing hardware.

Question 16

What about traditional RFID or NFC locks?

Accepted Answer

Currently, Zentry requires cloud-connected smart locks for remote guest unlock. Traditional RFID and NFC locks without cloud connectivity are not yet supported. However, we're actively pursuing partnerships with major lock manufacturers (including ASSA ABLOY, Onity, and others) to expand compatibility. If you have legacy locks, we can help evaluate upgrade paths or retrofit options. Contact us to discuss your specific hardware.

Question 17

Is my data secure?

Accepted Answer

We use industry-standard encryption for all data in transit and at rest. Guest information is stored securely and we comply with GDPR, CCPA, and TCPA requirements. SMS consent is tracked for compliance. We never sell or share your data.

Question 18

What happens if the internet goes down?

Accepted Answer

For smart locks with PIN capability, guests can use their backup PIN code for keypad entry. Additionally, if your device has a provisioned mobile credential, Bluetooth (BLE) unlock works offline-your phone communicates directly with the lock without needing internet at the moment of unlock.

Question 19

Can Zentry integrate with our PMS?

Accepted Answer

PMS integration is on our roadmap. Currently, you can add guests manually through the dashboard or use CSV/Excel bulk import. Contact us if you need custom integration for your property management system.

Question 20

How does pricing work?

Accepted Answer

Zentry uses simple per-room pricing designed for boutique properties: $12/room/month for 15-30 rooms (Starter), $11/room/month for 31-50 rooms (Professional), and $10.50/room/month for 51-99 rooms (Enterprise). Properties with 100+ rooms should contact sales for custom pricing. You pay only for the rooms you manage.

Question 21

Is there a free trial?

Accepted Answer

Yes! Pilot Partners receive a 30-day free trial with full access to all features. No credit card required to start. Test with real guests and see the complete platform before subscribing.

Question 22

What happens after the trial ends?

Accepted Answer

After your 30-day Pilot trial, you'll need to subscribe to continue using Zentry. Your data, settings, and configurations are preserved. If you don't subscribe, access to the dashboard will be paused until you activate a plan.

Question 23

Are there any setup fees?

Accepted Answer

No setup fees on any plan. You can be up and running in minutes with self-service onboarding. Enterprise customers receive dedicated onboarding support at no extra cost.

Question 24

What support is available?

Accepted Answer

Starter plans include email support (24h SLA). Professional plans add priority support (8h SLA). Enterprise plans include 4-hour SLA response times.

Question 25

Can I cancel anytime?

Accepted Answer

Yes, you can cancel your subscription at any time. There are no long-term contracts or cancellation fees. Your access continues until the end of your billing period.

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