ATR Room Duplicate Key Request

If the guest requests to deliver a room key to a different room number, please advise the guest to visit the front desk in person to collect the room key, as we must follow a strict verification process before issuing any duplicate keys.

If the guest is unable or unwilling to come to the desk, you may proceed only after verifying key details from their profile, to confirm the identity of the person on the call when only the call received from the room. This is a sensitive matter, and we must ensure we are issuing keys securely and appropriately.

Duplicate keys may only be issued under the following conditions:

1. For 2TS or 3TS reservations.
2. If the reservation is under the same party number and booking name.
3. If records show that connecting room keys have been issued for the reservation during the check in.(Unless the Guest has requested to cancel the connecting keys during the stay)

For more details for the key re-issue process, please refer to the attached SOP. 

Same guidelines applies in ATP.