I recently submitted feedback to Airbnb support to create a new feature where host could provide more information for Airbnb customer support in the event the a guest gets locked out and can't reach the host.
For example I have a smart lock and in the event that it malfunctions I have a back up lock box with a key inside. The advantage of the smart lock is that each guest have their own unique key code that can be automated. But if guest get locked out at 3am the host may be asleep and not hear the phone. They can add guest and customer support to their contacts but the guest may not even try to call the host, and even the most carefully thought out back up plans fall short.
In that event customer support could verify its the guest with two step authentication, and provide emergency instructions that could include providing the code for a lock box for a back up key, going to the host door, instructing them to knock loudly and ring doorbell, calling a different number that is programmed as an emergency contact on the host phone, etc.
For example, in over 500 guest I've only needed to use the emergency lock box twice. Once it was during early evening so no problem for me to instruct guest to access the key in the lock box. But the most recent was at 2:30 am. The lock was only a month old and for some reason the key pad decided not to work. The guest didn't try calling me from their phone, they did message me that they tried knocking on my door, but when I woke up a few hours later and discovered them still locked out, they told me they didn't want to wake me up. Customer support also tried reaching out but the phone didn't wake me up.
I'm actually winding down my listing and only have 10 more guest but thought I would pass that along.
I have to snooze my phone to prevent being bombarded by messages and notifications from Airbnb at all hours. My new phone allows a lot more control over contact numbers that can bypass the sleep function, but in this case the guest choose not to call me or knock on the door.
Incidentally the guest also didn't match their profile pictures but were extremely nice young women and the absolute last thing I want is guest like that being locked out.
I thought I had back up plans in place, with the lock box, and they can simply knock on my door, the porch light is on. I've also always considered adding more information in the event they get locked out but there isn't a dedicated place to do that and think there should be. Other host in particular may not want to encourage guest to "feel free to knock on my door 24/7" and there should be more structured information accessible to customer support to pass on to guest. There could be two levels of instructions. One for guest that customer support can verify with two step authentication, that could pass on instructions for a back up lock box, and another level of instructions if they can't be verified, if they lock their phone in their car, or using a different phone.
For my last 10 guest I've added a new doorbell with a nice bright light on it and loud chime in my bedroom. I know other host add guest to their contacts that will bypass the sleep mode but in this case the guest didn't try to call or text me, or its possible host might fall asleep watching TV and the phone is in a different room.
