Lock out situation

[Thierry1118]

Hi. What is the best setup in case of a smart lock issue? Should I provide a hard key to the housekeeping staff or a locksmith company?

I don’t mind giving a key to housekeeping, but I would like them to try the smart key/code first and inform me if it doesn’t work so I can address the issue.

As for a locksmith, I’m not sure if they offer this type of service.

Any other option? And if the guests show up late and the lock is not working. I bought a good smart lock but we never know!

[Kathy1496]

Good Morining Alex,

I guess the thought of smart locks never crossed our minds.  We live on the property and It is such a delight for us to get to meet our guest when they arrive. 

We will give it some thought.

Thank you for the suggestion.

Kathy 

[Alex]

Of course, @Kathy1496!

It's always good to see the experiences of other hots to think if you need to add something extra to your listing. Happy to be helpful! 

[Karen4033]

I have a smart lock. I have had it fail twice. I have started hiding a key on the property, so that if a guest gets locked out, I can just tell them where to find the key.

[Alex]

This is such a great idea, @Karen4033! Have you had more issues after including this key? 🔑

[Karen4033]

If course, the lock has not failed, but now I don't have to worry about it.

[Jamie1352]

Hi,

We use a smart lock, and then our back-up is a lock-box with a key inside. The lock box is similar to one real estate agents use - if your smart lock runs out of battery or isn't working for whatever other reason, you give the guest a code to unlock the lock-box with a key inside. Our lock box is mounted next to the front door.

We use Guesty for hosts. Guesty syncs with our smart lock, so we can see when the battery is low so that we can have our cleaning service change the batteries before it dies. Guesty automatically generates a code for our guests. I have an automated message with check-in instructions that gets sent to the guest with their auto-generated smart lock code 2 days prior - I don't have to put in the code, it's all automatic. We set it up to be the last four digits of their phone number. 

We never have to change the lock box code because we only give it out if it's needed. This has only happened once in 2 years.

Hope that helps:)

[Isabel4763]

Hi Terry, our smart locks can be controlled through an app. However we also have a key lock box outside with a key  just in case if the battery dies or something happens. I think having the spare key is a great option.

[Alex]

Hi @Isabel4763! 

This is such a great suggestion for Thierry. Has their been any situation where you had to use the spare key? 🔐

[Jennifer5064]

We use Remote Lock, and they send us a message if the battery is low. Housekeeping has a universal code for all rentals and we keep a set of backup keys at the office. We have had only one instance where the lock went out completely, and we had to use the key until we replaced the lock.

[Alex]

Hi @Jennifer5064! 

That's such an interesting locker! So whenever the battery runs out, you just charge it and continue working? If that's the case, this option might be interesting for Thierry! 👀

[Jennifer5064]

The lock sends me an email when it is at 25% so I can change the AA batteries. If the lock goes out completely, we have a key backup. I also like that Remote Locks connects with my PMS, so it automatically generates codes and sends them to the guest on the day of check-in. It really helps with not having to worry about guest arrival times. I can set the time locks start working for that guest and the time the locks stop working after check-out. This is super helpful, and no key cards are required, you can do everything remotely. You can check the battery strength, wifi strength, and how often the code is used or not used during a stay.  

[Jacqueline1624]

I am new to AirBnB (just hit my 1 month today) I never had an issue but there’s 2 locks on the unit so I doubt both would go out at the same time.  

[Alex]

Hi @Jacqueline1624! 

Thank you for leaving this answer in the Community. I'm sure Thierry will appreciate this. As you are saying that it never gave you issues, what's the brand of the locks? It might be interesting to know for Thierry. 🔒

Best, 

Alex

[Jacqueline1624]

They are Veise door lock from amazon

https://www.amazon.com/dp/B0BYN69MSP?ref=ppx_yo2ov_dt_b_fed_asin_title

https://www.amazon.com/dp/B0BHZ33CX9?ref=ppx_yo2ov_dt_b_fed_asin_title

[Alex]

Thank you for sharing the link, @Jacqueline1624 ! Hopefully Thierry can see your message and use this idea. 🔐