Degraded Operations Procedure

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When StayHive is unavailable, follow these steps to keep your property running.

How to Tell If the System Is Down

The admin dashboard won't load or shows an error
The booking page returns a blank screen or error
You can't log in after trying twice

Quick check: Visit your backup URL directly:

https://[your-property-url]/health

If it returns {"status":"healthy"} — the issue is your internet or browser. Try a different device.

If it returns an error — the system is down. Follow the steps below.

Step 1: Switch to Manual Operations

Taking Bookings

Use the manual booking form on your Day One Kit card. Write down guest name, phone, email, room number, dates, rate, and payment method.

Check-ins

Give the guest their room key manually. Write down the room number and guest name. Door codes: use the last code you remember, or use a physical key backup.

Check-outs

Collect payment manually. Write down the room number and departure time. Mark the room for housekeeping on your whiteboard/paper chart.

Step 2: Contact Support

Tier	Action
Starter	Email aaron@mahoosuc.solutions — response within 48h
Standard	Email — response within 24h
Professional	Email + chat widget — response within 8h
Enterprise	Email + Slack channel — response within 4h

Include: "System down since [time]", what you see, how many guests are affected.

Step 3: After the System Is Back

Enter all manual bookings into StayHive
Record all manual payments (Dashboard > Payments > Add Manual Entry)
Update room statuses (mark cleaned or checked-out rooms)
Verify the daily total matches your manual records

Prevention

Bookmark the backup URL on all front desk devices
Keep this page printed and visible
Test your login at the start of each shift
Save support contact in your phone

System downtime is rare. StayHive runs on Google Cloud with 99%+ uptime. But when it happens, this procedure keeps your guests happy and your records accurate.