Question 1

How can owners, guests, property managers, and vendors get access to the security gates?

Accepted Answer

There are two ways to enter Reunion West without stopping at the main gatehouse: RFID hang tags for homeowners and long-term residents, and digital QR code passes for guests, renters, vendors, and visitors. RFID Hang Tags (Residents) Homeowners can purchase up to five RFID hang tags. A hang tag hangs on your vehicle's rear-view mirror, and the resident-lane gate opens automatically as you approach. Hang tags are assigned to specific registered vehicles and may never be loaned to guests, renters, or contractors. Please don't reposition your hang tag while driving. See How to get a car mirror...

Question 2

What are the authorized ways a short-term guest or visitor can enter the community?

Accepted Answer

Guests arriving at Reunion West have three authorized methods of entry: Pre-Issued QR Code (Fastest): Homeowners or property managers can pre-register visitors through the gate portal and send them a digital QR access pass before arrival. On-Site Kiosk Self-Registration: If arriving without a pass, guests can scan the QR code displayed on the entry kiosk screen with their smartphone camera. This opens our registration portal, where they enter their name, destination property address, and email or phone number. A digital QR pass is sent by text or email within approximately 10 minutes. Kiosk...

Question 3

My host didn't send me a gate pass in advance. How do I self-register at the gate?

Accepted Answer

If you arrive without a pre-issued pass, follow these steps at the visitor kiosk: Pull up to the visitor kiosk lane and locate the on-screen QR code. Open your smartphone camera and scan the QR code to open the Reunion West registration site. Fill out the quick form with your full name, the address of the home you are visiting or renting, and your mobile phone number or email address. Submit the form. Your digital QR code access pass will be delivered to your phone or inbox within approximately 10 minutes. Once received, scan the QR code at the kiosk scanner to open the gate. Note: If you n...

Question 4

Can our travel group share one QR code across multiple vehicles, and how do I fix a car that was locked out?

Accepted Answer

No. Only one QR code per vehicle is permitted. First-Use License Plate Linking: The first time a QR code is scanned at the gate, the system automatically pairs that QR code to the license plate of the entering vehicle. No Sharing or Re-use: Because the code is linked to that single vehicle for the reservation period, any other vehicle that scans the same QR code (including a forwarded screenshot) will be denied entry. Additional Vehicles: Hosts should forward the reservation registration link (not a screenshot of their own pass) so each driver can generate their own unique QR code before ar...

Question 5

My QR code is not opening the gate. What should I check?

Accepted Answer

If you have trouble scanning at the kiosk: Screen Brightness: Turn your phone's screen brightness to 100% and hold the screen flat and steady about 4 to 6 inches from the scanner. Check for Duplicate Usage: Make sure no other vehicle in your group has already scanned that code. Each code locks to the first vehicle's license plate. See one QR code per vehicle. Check the Dates: Passes only work between the start and end dates set when they were created. Use the Call Button: If the scanner still does not accept the pass, press the kiosk call button to reach an attendant. Show your photo ID and...

Question 6

What happens at the gate kiosk if a visitor's pass is invalid, expired, or already used by another car?

Accepted Answer

Clear On-Screen and Audio Denial: The kiosk sounds an alert and shows a plain-English explanation on the screen, such as "Pass limited to 1 car — already linked to another vehicle" or "Pass expired." Automatic Call to Security: The kiosk automatically calls the security guard station over the video intercom. The Guard Already Knows Why: Before answering, the guard's screen shows the exact code, timestamp, rule that was violated (for example, "Pass limited to 1 car — already linked to plate ABC-1234"), and the vehicles linked to the pass, which keeps delays to a minimum. Multilingual Assista...

Question 7

Can a primary guest invite other family members or drivers in their group, or retrieve a lost pass on their own?

Accepted Answer

Yes. When a primary reservation pass is issued, the guest's notification includes a link to the Guest Self-Service portal. From there, the primary guest can: Re-send their QR code to their phone or email if they lost the original message. Use Invite Sub-Guest to issue individual QR passes directly to other drivers or guests in their party. Independent Credentials: Each sub-guest receives a unique QR code linked to the parent reservation. Each code binds to its own vehicle on first scan, meeting the one-pass-per-vehicle rule. Owner and Manager Visibility: Sub-guest passes appear in the Prope...

Question 8

How do I create and distribute QR codes for my upcoming guests or renters?

Accepted Answer

Owners and property managers generate guest passes in the community gate portal: Issuing Passes: Log in to your portal account to issue passes one at a time or by bulk upload for multiple reservations. Reservation Link Delivery: When a pass is generated, the primary QR code is emailed to the primary reservation holder along with a dedicated reservation link. Handling Multiple Cars: Tell your guests to forward the reservation link (never a screenshot of their code) to any additional drivers in their party so each driver registers their own vehicle and receives an individual QR code. Not regi...

Question 9

What is the Reunion West QR code system and how do I register for QR code gate access at Reunion West?

Accepted Answer

Reunion West gates use a digital QR code system. Each gate has a kiosk with a QR scanner. Owners and property managers issue QR passes to their guests, vendors, and renters through the gate portal, and guests scan their pass at the kiosk to open the gate. Guests who arrive without a pass can self-register at the kiosk. Registering for Portal Access Property owners and authorized managers can sign up for a portal account at: Gate Portal Registration: https://gate1.reunionwestpoa.com/portal/property/signup Once your account is verified by POA Administration, you can log in to issue visitor pa...

Question 10

How do Airbnb and short-term rental hosts collect guest details and register them for gate access given Airbnb's privacy restrictions?

Accepted Answer

Airbnb and similar platforms mask guest contact details (proxy email addresses and restricted phone numbers), so hosts and property managers need a simple pre-arrival intake step to ensure smooth gate entry. Information Required for a Gate Pass Primary guest's full legal name (must match their driver's license or ID) Destination property address within Reunion West Direct mobile phone number (for text delivery) or personal email address Check-in and check-out dates How to Collect It Through Airbnb Automated Pre-Arrival Message: Schedule a message in your Airbnb or PMS inbox 48 to 72 hours b...

Question 11

I generated passes for guests staying at my home, but only one car could enter, or the codes stopped working after the first day. Why?

Accepted Answer

This almost always comes from one of the following: 1. Sharing the Same QR Code Across Vehicles Each QR code is linked to the first vehicle that scans it. A second car using the same code will be denied. Each car needs its own QR code from the reservation link or the kiosk. See one QR code per vehicle and "Reset vehicles". 2. The Pass Date Range Ended Portal passes are bound to the start and end dates entered when the pass was created. If a guest is staying through the weekend but the end date was set to yesterday, the pass expired at midnight. Always double-check that the end date covers t...

Question 12

Can I create gate passes months ahead of time for upcoming seasonal bookings or future visitors?

Accepted Answer

Up to 365 Days in Advance: You can schedule guest QR passes up to a year ahead. Automatic Delivery Timing: Future-dated passes are queued and sent to the guest by text, WhatsApp, or email on the morning of arrival (9:00 AM ET on the start date), so guests don't receive them too early. Edit Before Arrival: Scheduled passes appear under Scheduled to send in your portal, where you can edit dates, contact information, or names, or cancel them before they go out.

Question 13

What is the maximum duration for a single guest pass, and can back-to-back passes be created for long-term stays?

Accepted Answer

30-Day Maximum: Under community security rules, a single guest pass is valid for at most 30 days. The default stay is 14 days. No Stacking: The system checks active and scheduled passes for each guest across the whole community. Booking back-to-back passes (for example August, September, and October) for the same person beyond 30 total days is automatically blocked. Vendor and Contractor Exemption: Approved service providers who legitimately work at multiple properties can be exempted from the stacking limit by POA Administration. Contact admin@reunionwestpoa.com.

Question 14

If my guest decides to stay longer, how do I extend their pass, and will they receive a new QR code?

Accepted Answer

Extending Issues a Replacement Pass: When you extend a stay's end date in the portal, the system creates a new QR code for the updated dates and emails or texts it to the guest. The old pass is retired once the replacement is issued, so the gates stay in sync without interrupting access. Shortening a Stay: Shortening a stay changes the expiration date on the existing pass. No new code is issued. The "Renew" Button: For return visitors, click Renew to choose a 1 to 30 day stay and issue a fresh pass starting immediately.

Question 15

If I need to cancel or deny access to an entire travel party with multiple sub-guests, do I have to block them one by one?

Accepted Answer

No. One-Click Group Blocking: In the Property Portal under My Guests, reservations with a primary guest and sub-guests have a Block group button. Every Code Revoked: Block group instantly revokes every QR code tied to that reservation. Immediate Gate Denial: All community kiosks update within seconds, and any vehicle scanning a code from that reservation is denied. Audit Notification: POA security and management are automatically notified of which group was blocked and by whom.

Question 16

I submitted a guest request but received an email saying "Action needed — QR code NOT created." Why?

Accepted Answer

Phone Number Pre-Check: Before creating a pass, the system verifies the guest's phone number with the mobile carriers. Refused Numbers: Numbers that don't exist (typos), and landline numbers without a backup email address, are refused so messages are never sent to an undeliverable number. How to Fix It: Check the email for details, get a valid mobile number or personal email address from the guest, and resubmit the pass.

Question 17

Can I receive notifications when visitors arrive, and can outgoing guest texts come from my company name?

Accepted Answer

Arrival Alerts In your portal profile you can turn on: First-Entry Alert: Notified as soon as a guest first scans in at any gate. Late-Arrival Alert: Notified when a guest arrives late at night (default: after 10:00 PM ET). Different-Driver Alert: Notified if a pass is used by a vehicle with a different license plate than previously recorded. Sender Name In Profile Settings, choose whether emails and text messages to your guests show your own name and contact details or the default Reunion West POA identity.

Question 18

Can I use a spreadsheet to bulk upload guest information to get QR codes for security gate access at Reunion West?

Accepted Answer

Yes. Property managers can upload reservations as a CSV or Excel (XLSX) spreadsheet in the gate portal: File Upload: Go to Portal → Bulk Import and upload your spreadsheet (up to 5 MB per file, processed in batches of 50). Automatic Column Detection: Common property management system headers are recognized automatically, including Accommodation, Arrival Date, Departure Date, First Name, Last Name, Email Address, and Phone Number. Validation and Safety Checks: The importer flags typos, checks that phone numbers are valid, detects duplicates, and adjusts dates that exceed community stay limit...

Question 19

Do vehicle hang tags still work, and how do they work alongside the digital QR code system?

Accepted Answer

Yes. Resident hang tags remain active and are still recognized at the resident lanes. Residents Only: Physical hang tags are issued only to registered homeowners and authorized long-term residents for the dedicated resident lanes. Everyone Else Uses QR Codes: Temporary guests, visitors, delivery drivers, and vacation rental parties must use the digital QR code system. Assigned to a Vehicle: Each hang tag is assigned to a specific registered resident vehicle and must hang from the rearview mirror or be displayed on the windshield when approaching the gate. Audited: The gates use license plat...

Question 20

Can I give or leave my resident hang tag for my Airbnb/VRBO guests, visiting friends, or contractors to use?

Accepted Answer

No. Resident hang tags may never be loaned, transferred, or left behind for guests or renters. Policy: Giving a resident hang tag to a short-term renter or guest violates Reunion West POA gate access rules. Enforcement: If a non-resident vehicle (such as a rental car) enters with an owner's hang tag, the vehicle will be flagged by security, entry may be denied, and the owner's hang tag privileges may be suspended. All visitors, vacation rental guests, vendors, and friends must use the visitor lane with either: A pre-issued digital QR code pass sent from the portal, or Kiosk self-registratio...

Question 21

How to get a car mirror hang tag to access the gates with my car if I am an owner, vendor or property manager?

Accepted Answer

The rear-view mirror hang tags are a part of the gate access control security system, which is managed by the POA with an agreement with the CDD. Hangtags are $10 each as of July 2026. If you need a Reunion West hang tag or want to purchase additional hang tags (up to a total of five hang tags), use this link: Gate Access Hang Tags RFID for Encore at Reunion West – Reunion West POA. They may not be available until two weeks after you place the order. The POA will email you when the hang tags are ready, and the pickup location will be at the Reunion West POA Security Guard House located at 7...

Question 22

I own or manage a home that is not showing up on my portal dashboard. How do I add it?

Accepted Answer

Request to Add a Home: On the My Homes page, or from the Create QR code screen, click Home not listed? Request to add it. Address Search: Search for the home in the approved Reunion West address directory. Free-text addresses aren't accepted, to keep records accurate. Approval: If your property management company already manages that address, access is approved immediately. Requests from individual owners go to the admin approval queue, and you'll receive an email once verified. Suggested Homes to Add: If a property manager's bulk upload includes community homes not yet on their account, th...

Question 23

I have both an office email and a personal email, or two staff accounts at the same agency. Can these accounts be combined?

Accepted Answer

Yes. Contact POA Administration at admin@reunionwestpoa.com to request a merge. Account Merging: Administrators can merge two property manager accounts or two homeowner accounts into one. Unified Access: The account that is kept inherits all homes from both profiles. Both Logins Keep Working: The second email stays active as a sign-in with its own password and two-factor authentication, so either email logs into the same combined account.

Question 24

I am an owner who started managing homes for other owners (or a property manager who stopped managing). How do I change my account type?

Accepted Answer

Request the Change: On your My Homes page, click Do you manage properties for other owners? (or No longer managing properties?). Admin Review: An administrator reviews the request, confirms your managed properties and personal residence, and approves the change. Sign In Again: Once converted, you'll be signed out everywhere and asked to log in again to see your updated dashboard.

Question 25

What is the "Graph" tab under My Guests in the portal?

Accepted Answer

Visual Overview: The Graph tab is an interactive map of your guests. Connection Mapping: It shows how your properties, property managers, primary reservation holders, and invited sub-guests are connected across the homes you own or manage. Privacy Focused: The graph only includes homes you own or manage, and leaves out security data such as license plates, camera snapshots, and guard notes.

Question 26

Can I connect my property management system (PMS) or other software to automate pass creation?

Accepted Answer

Yes. Property managers and owners can go to Portal → API access to request an integration token. Capabilities: An API token lets your software create, renew, and block passes, retrieve visitor logs, and check gate status, subject to usage limits. Webhooks: You can register a secure HTTPS URL to receive real-time, signed notifications when passes are sent or fail to send, when delivery status changes, and when a guest scans in. Technical documentation is provided when your API access request is approved.

Question 27

How does the gate portal's AI assistant help with gate access questions?

Accepted Answer

The gate portal includes an AI Support Assistant that gives residents, property managers, and guests help 24/7, without waiting for office hours. What It Can Do Answer Questions in Plain Language: Ask in English, Spanish, or Portuguese, for example: "How do I send a QR pass to my guest?", "Why did my visitor's QR code get denied?", "Can two cars share one reservation code?", or "How do I issue passes for a multi-vehicle group?" Step-by-Step Guidance: Walks you through the portal, managing reservation dates, bulk uploads, and sending reservation links. Troubleshooting: If a pass fails at the...

Question 28

What security information is recorded when a vehicle passes through a Reunion West gate?

Accepted Answer

Reunion West uses automated access control for community safety and accountability: License Plate Recognition: Cameras capture the license plate of every approaching vehicle and pair it with the QR pass that was presented. Kiosk Snapshots: Cameras record the vehicle approach and driver at the kiosk. Driver's License for Manual Entry: If a visitor without a QR code is admitted manually, the guard verifies their destination and captures an image of their driver's license before opening the gate. Audit Logging: Entry records, including timestamps, plate images, license captures, intercom recor...

Question 29

If the community internet connection or cloud service goes down, will residents and guests be locked out?

Accepted Answer

No. The gates are designed to keep working during an outage: On-Site Credentials: Each gate keeps its own copy of valid passes and hang tags on-site, so already-issued QR codes and hang tags continue to work. Local Gate Control: The gates open locally without needing an internet connection. Automatic Recovery: Entries made during an outage are logged on-site and synced automatically when service is restored. New passes created during an outage may be delayed until the connection is back. If you need help at the gate, press the kiosk call button.

Question 30

Who should I contact if I have questions about gate access policies or technical issues?

Accepted Answer

DepartmentContactDetailsPOA AdministrationAdministration TeamEmail: admin@reunionwestpoa.comGate PortalAI Support Assistant (24/7)gate1.reunionwestpoa.com — chat/help iconOfficial WebsiteHelp Centerwww.reunionwestpoa.com At the gate, press the kiosk call button to reach security.

Question 31

How do I have an open house and get gate access?

Accepted Answer

Please email the Reunion West POA Manager at Manager@ReunionWestPOA.com (copy admin@reunionwestpoa.com) so they can coordinate gate access for the open house with security. Individual visitors can also be sent QR code passes through the gate portal.

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