Airbnb gave Guests our lockbox code

[Patricia2591]

Without our knowledge or authorization, an Airbnb Agent gave out our lockbox/key code to a guest HOURS before check in time. The Airbnb Agent accessed the code by retrieving a previous inbox message sent to the prior guest. And although we reset the key codes, we do so after room is cleaned and reset (so cleaners can access unit). We found the guests with keys in hand accessing the unit as we were reseting/cleaning the common area. We immediately report this to Airbnb, but received NO response until after the 4th call to them, then we received a message that it was a “human error”, and I was welcome to

provide feedback to Airbnb on their website.  Has anyone had this problem? 

[Christine615]

We give the guests a key code days before not hours. That may be the issue. I would be frustrated as a guest to have to get it shortly before since there are travel delays, weak signals, etc. why not give a unique code that isn’t valid until check in? 

hosts have always sent the code to me well in advance and I do the same for mine.

[Colleen253]

@Christine615  I agree. Prevention is the best medicine (although, it's interesting to note that  @Patricia2591  is an experienced host with great ratings in communication, and across the board for that matter, so her processes obviously work). Still doesn't excuse the actions of the CX in not even attempting to contact the host, and actually giving the guest the means to gain early, unauthorized entry. 

[Rowena29]

@Christine615, @Piotr49, @Renee399,

I find it really interesting that so many people seem to perceive the guest as some sort of helpless babe in the woods.

A number of people seem to be implying that the fault someone lies @Patricia2591 for her timing of sending the lockbox code.  I completely agree that for some guests receiving the code only a few hours before might not work. But it's not like guests are hapless victims having to wait to be told how to behave and what to do.   

I started off airbnb as a guest. I was naive and didn't REALLY understand the premise of the platform. MY very first booking was for an international journey - a 26 hour flight where communication would be impossible. I chose NOT to have my mobile set to data roaming due to expense, so I coulnd't read messages that way.  Even given my naivety and inexperience,  I naturally ensured that I communicated this with the host and we had strategies in place.  It's hardly rocket science.

A quick look @Patricia2591 listing reveals that she offers luggage drop off for early arrivals and asks guests to communicate  this with her if they require it. 

It seems to me  the entire problem here lies with a guest who failed to communicate and/or read the listing appropriately combined with arriving early and expecting immediate entry. (and possibly failing to understand the concept of airbnb and treating it like a hotel experience) 

 I can see there could be a misconception or a misunderstanding but I fail to see how @Patricia2591  can be blamed for this occurrence.

Airbnb constantly chants out the mantra they are not service providers, they are merely connecting guests with hosts.   Where was the "connection" here?

In providing the entry details, airbnb CS took on the role  service provider.

They should have supported  the guest to make contact with the host, or made contact themselves,  most especially as the guest was there before designated check in time. 

I  agree with @Michelle 53, @Brenda328, and @Colleen253

[Shazad1]

After hearing of this incident,  I’m so glad I installed wifi enabled lockstate remote locks on all my listings entry doorways. Every booking automatically gets a NEW code. The code doesn’t activate before the set checkin time. I also have cameras and I have seen guests try to check in early by an hour and there denied access. And they simply wait in their car until check in time comes around. The lock also logs an incident report if denied access.  

The best part the code also precisely disables at time of checkout.  I’ve had guests wanting to overstay and I refer them back to the checking email and say sorry the lock will change over and I have no control over it. It was expensive but it sure keeps everyone honest.

Sorry to hear about your crummy experience...

[Greg1339]

Exactly right. I have an off brand one I purchased on E-bay, it was less than $150 but it does exactly what you just stated. Keeps everyone honest, and is convenient for both you and the guests.

[Greg1339]

I would consider installing an electronic lock with bluetooth, you can purchase at Home Depot or Amazon. These are app based systems and give you the convenience of sending timed electronic keys to your guests which will expire at a time of your choosing (ie. checkout time). They allow you to choose a time when it starts also. Through your app, they provide you detailed entry logs (you can tell every time the lock is opened/closed) for your peace of mind. The one I have also has a keypad, so you can send numeric codes to your guests if they don't have access to their mobile device or their phone is dying. If there's a problem, you can de-authorize their key or code and re-authorize it, extend or shorten validity-lots of control. Some of them, with a wi-fi bridge can be used from anywhere in the world. You can actually open a lock for a guest or cleaner from anywhere. This would alleviate most access issues with guests and Airbnb.