Frequently Asked Questions

Understanding Rhōmb

What is Rhōmb? 

Rhōmb is an eCommerce booking software fully integrated with access control. Customers can buy day passes, memberships, or make reservations online. After purchase, they instantly receive an access credential (PIN code or mobile pass) that unlocks your entrance, eliminating the need for front desk staff.

Is Rhōmb a company? What is Latitude Security Solutions?

Rhōmb isn’t a standalone company, but a product fully developed and operated by Latitude Security Solutions. We launched Latitude in 2016 with a focus on access control and video surveillance, and in 2018, we built Rhōmb as a natural extension of that expertise. Rhōmb remains fully owned and supported by our team at Latitude. To learn more about who we are and what we do, check out our About Us page.

What industries does Rhōmb serve?

Rhōmb is designed for any business that relies on controlled access; any facility where customers pay to use or enter your space. Some of the most common industries using Rhōmb include indoor playgrounds, dog parks, coworking spaces, fitness centers, and private clubs.

That said, Rhōmb isn’t limited to these. If your business could benefit from automated access and minimal staffing, Rhōmb is a great fit.

Is Rhōmb a replacement to my marketing website?

No, Rhōmb is not a replacement for your marketing website. Instead, it complements it as an eCommerce platform. While your marketing website serves to promote your brand and products, Rhōmb is designed specifically for product purchases and payment processing. Many of our clients link individual products on their marketing site to their corresponding product pages in Rhōmb, as each product in Rhōmb contains a unique URL.

What kind of website will I get with Rhōmb?

When you move forward with Rhōmb, we’ll create a fully branded eCommerce website tailored specifically to your business, hosted at www.yourbusiness.rhombnow.com. This is where your customers will go to purchase access to your facility.

It's important to note that your Rhōmb site is not a replacement for your existing marketing website. Instead, each product you create in Rhōmb will have a unique URL. You can link directly to these products from your marketing site. for example, by placing a “Buy Now” button that sends users to the exact product page on your Rhōmb site.

Your Rhōmb site also includes a robust admininistrative end, available to view only by business administrors. From there, you can manage users, view and fulfill orders, monitor real-time activity, generate reports, and more.

Additionally, you’ll receive a Brivo Access account, fully integrated with your Rhōmb site. You’re not required to use it, but it’s available if you want to manage staff access, issue credentials that aren’t tied to a purchase, or customize access permissions further.

Access Control Basics

What is access control?

Access control is a security measure that prevents unauthorized access to your facility. With access control, the entrance to your business will be normally locked, and anyone who enters will need a valid credential, provided through Rhōmb upon purchase, to unlock your entrance and access your facility.

What access control system is Rhōmb integrated with?

Rhōmb is fully integrated with the Brivo access control system. When you choose Rhōmb, you’ll also receive a Brivo system as part of your setup. We use Brivo for access control for three reasons:

1. Seamless Integration: Brivo offers a powerful, well-documented API, making it easy to connect and work smoothly with Rhōmb.

2. Independently Robust: Brivo is a trusted, standalone access control system. Even if you decide to move away from Rhōmb in the future, your Brivo system remains fully functional and reliable.

3. User-Friendly Design: Brivo is intuitive and simple to use, both for staff and end users.

Brivo systems aren’t sold directly to customers, you must go through a certified reseller. Fortunately, our parent company, Latitude Security Solutions, is a certified Brivo dealer. If you choose to move forward with Rhōmb, we’ll provide you with pre-configured access control hardware and ongoing customer support to ensure your system runs smoothly from day one.

What hardware is required for Rhōmb software to work?

For Rhōmb to work, access control hardware must be installed at your facility. This includes three essential hardware components: an access control panel, an electric lock at your front door, and a reader to accept credentials. For full business visibility, we recommend also having security cameras on site.

How do I install the hardware at my facility?

You have three options for installing the access control hardware:

1. Do-It-Yourself Installation:
   All hardware we ship comes pre-configured and ready to go. We’ve built an extensive knowledge base with step-by-step guides and videos to make installation as straightforward as possible. If you’re handy, or know someone who is, this is a great, cost-effective option.

2. Professional Installation via Rhōmb:
   Prefer to leave it to the pros? We can coordinate a trusted low-voltage technician to install the access control system, along with a locksmith to handle the electric lock setup.

3. Hire Your Own Installer:
   If you already work with a technician or locksmith, you're welcome to use your preferred installer. We’re happy to provide any support they need to get you up and running.

Selling with Rhōmb

What types of products can i sell on Rhomb?

Rhōmb supports a variety of product types, giving you flexibility in how you offer and manage your services. While you design and define your own products, they will fall into one of four categories:

• Access Products
  These include an access credential and do not require a reservation. The credential can be valid for days, weeks, months, or even years. Common uses include day passes, memberships, or unlimited access plans.

• Reservation Products
  These are limited-quantity offerings that require customers to book a specific time slot or resource. The access credential is typically valid for the day of the reservation. Ideal for events, party bookings, or reserving spaces like meeting rooms or private areas.

• Gift Certificate Products
  These generate a redeemable gift code upon purchase. Customers can use the code at a later time to purchase other products on your Rhōmb site.

• Fee Products
  These do not include any access credentials. They’re typically used for service charges, add-ons, or miscellaneous items (e.g., cleaning fees, merchandise, snacks, etc.).

How do I manage reservations and room bookings?

To streamline special event reservations and manage access efficiently, we recommend the following process:

• Booking & Deposits: Clients can book their room online and place a deposit. This allows for easy add-ons as upsell opportunities.

• Access Control: The host can share their access code with participants, or you can manage access on the backend by creating additional day passes for guests. You can also track these entries in the Activity Log, which will show that the party host was responsible for the entries.

• Camera Options: Some clients opt to install cameras in the room for added security or to monitor the event remotely.

Branding & Customization

What type of branding can I add to my Rhōmb site?

When we set up your Rhōmb site, we make sure it reflects your brand's identity. We’ll ask for your logo and your preferred brand color, which we’ll use for the banner and footer. You’ll also have full control over the images displayed for each of your products.

That said, Rhōmb isn’t designed to replace your marketing website. We built Rhōmb for speed, simplicity, and integrated access. While we support basic branding, we limit extensive customization, as our focus is on functionality and not flashy design.

Customer Experience

Do my customers have to download an app to make purchases through Rhōmb?

No, your customers will not need to download an app to make purchases. Rhōmb is a mobile-optimized, web-based eCommerce platform specifically designed for the minimal number of clicks to purchase.

How do you make sure every child has a signed waiver?

All guests are required to complete a digital waiver during the online booking or membership registration process. This waiver must include the names and birthdates of any minors they are bringing. Access credentials will not be issued until the waiver is fully completed.

As an added layer of protection, customers must also agree to the Terms of Service at checkout. If written correctly, this agreement serves as confirmation that the waiver on file is current and accurately lists all individuals, adults and minors, who will be entering the facility under that booking.

Security, Misuse & Access Enforcement

How do you make sure people don't hold the door for others who may not have paid for entry?

With Rhōmb, you can monitor all entries through access logs linked to video footage. Every time someone enters using a valid code or credential, a short video clip is automatically captured and stored. Simply placing a sign at your entrance noting that all entries are recorded can go a long way — visible surveillance often encourages people to follow the rules.

That said, tailgating (when someone holds the door open for others who haven’t paid) can occasionally happen in any unstaffed environment. When it does, you have several options depending on your policies:

• Send a warning or reminder via email

• Charge the member for any unpaid guests

• Revoke access privileges if necessary

While this approach is reactive rather than proactive, most facilities find that occasional misuse is far less costly than employing full-time staff at the front desk. It’s a practical trade-off — a few missed sales versus ongoing staffing expenses — and for many businesses, the savings and flexibility are well worth it.

How do you make sure members don't give out their PIN to others?

There are a couple of ways to handle this. The most straightforward option is to revoke or suspend a membership if you detect that a PIN code has been shared.

You can also choose to take it a step further by distributing more secure access credentials to members, such as mobile access passes (linked to a specific device) or key fobs. These credential types are compatible with the same readers as PIN codes, making it an easy way to secure your members.

Admin Features & Data

Can I export my reports and data to other platforms, like mail lists?

Yes, all data collected within Rhōmb is fully owned by you and is completely portable. The administrative backend allows you to sort data into custom columns, filter data by the characteristics you wish, and provides several export options:

What is the lead time for getting started with Rhōmb?

To ensure a smooth setup, we recommend allowing at least 1 month for the entire process. However, for certain features like access control, it may take a bit longer.

For the Rhōmb eCommerce storefront, it can be up and running within 2 to 3 weeks, which allows you to start your presales efforts. To set up each product, we suggest giving yourself at least 3 weeks to fully configure and test everything before going live.

Planning ahead will help ensure you’re ready to hit the ground running!

How can I get support if I encounter issues with Rhōmb?

If you run into any issues with Rhomb, we’re here to help. You can reach our support team in the following ways:

• Email: Send an email to support@latitudesecurity.com

• Phone: Call our support number +1 (866) 739-8588

• Direct Support: Our team is fully familiar with Rhōmb and has the ability to log into your admin site to troubleshoot and resolve issues directly. If we’re unable to resolve the issue via email or phone, we can schedule a call to walk you through the solution in real time.

We’re committed to ensuring you have a smooth experience with Rhōmb and are always here to help!