Modify Yale Access welcome message to guests

[Kyler40]

We are new hosts and are using the Yale smart lock with Yale Access and Airbnb integration. Guests guests are now automatically supplied with a unique access code to the lock immediately when confirming a reservation — they can also the Yale/August app for Bluetooth access to the lock. An automated message is sent within the Airbnb message system providing their unique code and explaining the options for accessing the Airbnb lock. Once set up, the functionality is very nice! I’m very impressed! However, I’d like to modify the default message that goes out — it is quite long.

Is it possible to modify the automated message that is sent out about the Yale lock integration and instructions to guests?

[Todd480]

I set up a scheduled message to send to the guest at the time of booking, and it's delivered before the automated Yale message, allowing me to regulate our guests' first impression. At the end of the booking email, I include, "You will receive an automated message from our smart lock provider shortly." This helps mitigate the confusion of the Yale message. I haven't received a single complaint about it yet, but, like everyone else on this thread, I would really love to be able to customize the Yale message. It's very clumsy and confusing, especially the part about virtual keys.

"Virtual keys offer better security and easier access. However, if you are not interested in virtual keys or you do not have a compatible smartphone, please contact your Airbnb Host to make alternative arrangements to access the property."

[Tam2920]

I see what you mean but now it just looks like one super long message.

i

[Jason2198]

As a new host on here, I am very disappointed. We invested in the Yale lock system and the integration seems to work well but agree with all the comments that the autogenerated message to customers is terrible.

The fact that it has not been resolved in over a year speaks to me as a new host that there really isn't a lot of host support like Airbnb claims to have.

I shouldn't have to get a third-party app to address this issue!

Placed a call to tech support and was told they will log my concerns but after over a year that means nothing as clearly Airbnb is not going to do anything about this.

Disappointed at the customer service level here!

[Cory199]

Just wanted to add a plus 1 here!  The workarounds either don't work or don't scratch the itch. Quite odd to have an automated message that is obviously unworkable as a host. It's embarrassing to send that message out!   

[Miguel666]

Is there a way of completely deactivate the whole message while keeping the code registration?

[Adam1623 · Accepted solution]

MY SOLUTION

So I just spent $1,000 on these locks after hearing the exciting news that they integrated with Airbnb. After setting the first one up I quickly realized how it wasn't going to work well with guests and the obnoxious automated message. Thankfully I do use Guesty to manage my listings. Although I was trying to get away from using a channel manager due to the extra costs, I found that Guesty does exactly what you all are looking for with the automated code messaging. You're able to send messages from Guesty, through Airbnb and customize the timing and message itself. Whew! Guesty will use either the guests last 4 of their phone #, or check in/out dates whichever you set it to. When creating the message, just use the tag (Guest Phone Number - Last 4). I just set this up so as of now I can't confirm how well it works, but Guesty does a very good job with it's messaging platform, so we should be ok.

So for now I'll be keeping the channel manager just for the codes (about $35/mo just for this), but I think it's going to be worth it in order to avoid guest confusion and negative reviews. We still absolutely need Yale and Airbnb to fix this because we shouldn't need to use a separate channel manager just to send codes when there's already an integration set up.

Good luck all!

Adam

[Cory199]

Adam - this sounds like you still have to go manually generate a code to the last 4 phone number digits, right?  Does guesty do this for you as well? 

[Adam1623]

Hey Cory, sorry just saw your reply now. You don’t have to do anything manually. Guesty can automatically generate the code and push it to the lock. Then you just use the guests last four of their phone number short code in your message. 

[Marie-And-Oliver0]

Hi everyone, so we too just installed the Yale Locks and did the integration with AirBnB.

I dont know who wrote this email but its absolutely terrible for our guests and causes so much confusion.

Here is a sample of what gets sent to the guest as soon as they book your property (Look where the access code is buried!!!)

Quote:

"

Airbnb has partnered with Yale Access / August Home and your Host to make access to your rental easier. Your Airbnb rental is equipped with a smart lock that gives you property access in two ways: first by simply entering an access code on a keypad or secondly if you prefer, by using our mobile application.

Your access code is 81646. Your access will be active for the duration of your stay: Fri, May 21, 2023 2:00 PM to Sat, May 22, 2023 10:00 AM.

We recommend guests download the August Home app. Instructions on downloading the app are available here - link://support.august.com/how-to-download-the-august-app-rJrU8C3b8.

Virtual keys offer better security and easier access. However, if you are not interested in virtual keys or you do not have a compatible smartphone, please contact your Airbnb Host to make alternative arrangements to access the property.

For further instructions on using your code, click here -link://support.august.com/airbnb-integration-faq-B1YAULkC_z.

"

[Elizabeth3045]

Yes!!! This message is awful and it's embarrassing to have it be your first contact with a guest when they instant book! Did you figure out how to modify or turn it off? Love my Yale lock but frustrated w/ this message!

[Kiana27]

I saw all these comments right after I had my Yale Assure Lock installed today.  Can anyone please show what the mentioned Yale auto message looks like? 

[Marie-And-Oliver0]

Hi Kiana,

Check out my post to Kyler with a sample of the email AirBnB sends..

Thanks

Marie and Oliver

[Rémy214]

Is someone able to provide the text that is automatically sent? I would like to see how it looks before I purchase the smart moduels.

Do you know if the text is translated in the guest's preferred language?

Thanks

RJ

[Marie-And-Oliver0]

Hi Remy,

See our post above.

M+O

[Martha981]

Just adding my plus one here. The message is horrible and difficult to understand. Please find a solution.

[Shannon865]

I think we found a workaround. At least this has been working for us...

When you integrate the lock and Airbnb from the Yale Access App, make sure you are logged in to the Co-Hosts Airbnb account for the listing before synching. 

The automation still works, the access code is assigned as the last 4-digits of the phone number and automatically synchs with access time according to the reservation, but there is NO long-winded message from Yale at all.

Hopefully this works for some of you sharing the same frustrations!

[Kyler40]

Has anyone else tried this? 

I just tried this myself — we will see what happens. 

In the process of doing this, I noticed there is a check-box option to select the “LockName” and then also “LockName -Keypad”. This made me wonder if the outcome @Shannon865 described may result from checking only one of these options (I had mine set up with both checked). 

@Shannon865 , did you check both options or only 1? 

[Kyler40]

Update: if you only select “LockName - Keypad” in the integration setting in the Yale app, you get a shorter and less obnoxious auto message. I still think this should be even shorter and customizable, but it is preferable to asking guests to download the Yale app. 

I wish Airbnb could have looked into this issue even a bit over the past 11 months (!) to provide this partial improvement recommendation. 

[Marie-And-Oliver0]

Hi Kyler,

Given you only did the LockName-keypad and got the shorter message, does the auto code still get generated and is the guest still able to enter?

We were told by Yale (via their support) that both LockName and LockName-keypad need to be selected in order for the auto message to work and the keypad to work for the guest.

[Bridget340]

did you have to disconnect then reconnect your account under "works with" to do this?I am trying to do this and hitting a roadblock. Thanks for any advice, Kyle! This is hopeful, I guess.