About Ambiance
Ambiance Keylocks is the door lock system for the whole Statler Hotel: guest rooms, offices, conference rooms, banquet facilities, storage rooms, and other secured spaces. Ambiance also issues every staff key card and fob in the building, not just guest room keys. You may hear it called "Door Locks," "Key Cards," or "Room Access." Maintenance is also called Facilities - the two names mean the same department.
Who to contact
- Your own work key card or fob stopped working: this does not mean the system is down - the key has usually expired or been damaged. Submit a HotSOS request and see the Maintenance Product Champion for a replacement or reset.
- A guest's key card does not open their door: the front desk cuts a new key card (or cards) for the guest. Guests only ever deal with hotel front-facing staff, usually the front desk - never the help desk or IT.
- A door lock is not working: Maintenance, through a HotSOS work order.
- A staff member cannot sign in to Ambiance: Maintenance sets up Ambiance users.
- The front desk cannot cut guest room keys: treat this as a system outage. Log a ticket with the IT help desk right away, then follow the steps below.
Hotel staff do not call the Ambiance vendor. Go to Maintenance or IT.
If the front desk cannot cut guest room keys (act right away)
- Log a ticket with the IT help desk immediately (see "Still need help?" below). Because this is urgent, you may also contact the Hotel System Manager once the ticket is in.
- Sign in to Ambiance directly and cut the key by hand. This is the backup method. Normally keys are cut from Infor HMS, which sends the request to Ambiance. If Infor HMS has a problem, cutting from Infor stops working even when Ambiance itself is fine.
- If cutting the key by hand works, the guest can have their key now. Add to your ticket that cutting by hand in Ambiance works, but cutting from Infor HMS does not.
- If cutting the key by hand also fails, add that to your ticket too. IT will check the systems behind Ambiance.
Common questions
- "Ambiance is down - we cannot cut keys." Log a ticket right away, then try cutting the key directly in Ambiance. Often the problem is in Infor HMS, not Ambiance.
- A guest's new key card also fails at their door. It is probably the lock. Place a HotSOS work order for Maintenance.
- My key card or fob stopped working. It has usually expired or been damaged. Submit a HotSOS request and see the Maintenance Product Champion.
- Door locks and the uniform system (InvoTech) stop working at the same time. They depend on the same system behind the scenes. Log a ticket with the IT help desk and mention both.
Still need help?
For locks, key cards, fobs, and Ambiance accounts: Maintenance, through a HotSOS request or work order, and the Maintenance Product Champion.
For key cutting not working, or Ambiance not reachable: the IT help desk (log a ticket), then the Hotel System Manager.
Always log a ticket with the IT help desk first (itrequests@business.cornell.edu). If the situation is critical or urgent, you can then contact the Hotel System Manager directly, after you have submitted the ticket. Your manager or department director knows how to reach the Hotel System Manager and is empowered to do so based on their judgment.
Still need help? Contact the Cornell SC Johnson College of Business Helpdesk at itrequests@business.cornell.edu.
[authored via Jane by wbo7 on 2026-10-27 18:36 UTC]