This is why you don't send out door codes too early

[Laura2592]

Brand newbie ABB guest came to our space and tried to get in while our current guests were still there....

Newbie ABB guest does not have a check-in for another day. Assumed because we sent the code they could use it.

Ay yi yi.

We usually send the codes with check-in info only after the COVID disinfecting is done (after cleaning is complete, we go over and disinfect/set up snacks and the welcome board, double check everything.) But this lady was super eager and my husband sent the information because she kept emailing.

I really wish ABB didn't do these reminders to guests that they get the instructions so far in advance. Now we have a really awkward situation.

[Emilia42]

@Laura2592 Same thing happened to me once, only the guest messed up their dates. I do send the keycode 3-5 days before arrival but I change it in between each guest (to the last 4 digits of their cell number.) So guest arrives one day early and tries to get in but cannot because their door code does not work yet. Current guests were relieved to know that other guests did not have access. 

[Laura2592]

@Emilia42 this guest who tried to get in is older and seems not 100% aware of how to use the app or site. Lots and lots of questions. I don't think she totally understood the instructions either.  She also keeps asking about firewood for inside when its been 70-80 degrees. 

The current guests were eating before checking out and she was looking in the window and trying the door...yikes. They thought she might be breaking in!

[Thomas18]

I do the same thing!- I give each guest their own unique PIN, which is the last four digits of their cell#. I spell it out to in my first message to them after they book (I actually type out the number I’m using so there’s less chance for confusion).

I activate their PIN the day they are to check-in and deactivate it after right after they check out.

The only time this causes confusion is when the guest has not kept their number updated on their Airbnb profile, or they gave their home number. 

I’m less concerned with guests showing up early than guests entering my house after they checked out. 

[Sarah977]

@Laura2592  If I were a guest, I wouldn't want the door code sent day-of, I would want it earlier. For one thing, I don't use the phone app, for another, I like all my ducks in a row ahead of time when I travel, no last minute stuff.

But I wouldn't get my check-in day confused, or show up before check-in time 🙂

I hope the guests who got unpleasantly surprised don't let it affect their review.

[Christine615]

I send my code a few days before but we don’t activate the code until an hour before checkin. Easier.

[Elaine701]

We change all codes with each guest (actually, it's done automatically). 

But we consider this information to be confidential, sensitive information that we don't publish on Airbnb or anywhere. 

*When* the guest is arriving late, or when we otherwise are unable to meet & greet, the entry code is sent just prior to arrival. And it's deleted at checkout time on their departure date 

[Anthony608]

With the pandemic I have been very fortunate to work from home and can set door codes (which I send out 48 to 72 hours ahead of time) a mere 15 minutes before checkout time.  Prior to this, when I was leaving for work each day, I would need to turn the code on around 7 or 8AM which sometimes allowed people to sneak into the house early while I was at work since our check-in is at 3PM.

In my very early experiences, I made the mistake of setting door codes the night before so I would not have to worry about it in the morning.  I had a few situations then arise of people arriving at 1AM the day of reservation (check-in being 3PM) trying to get into the house.  Since then, I *never* set door codes the night before. 

When I go back to work, and cant set the codes in the afternoon, I will have to think of how to proceed.  The rooms will be cleaned the day before, so if a guest arrives early everything will be ready, but they will technically be entering before check-in time which is a chargeable fee according to our house rules for early check-in.  I might have to just bite the bullet on that one unless I get a door lock with a remote timer, which can be expensive.

[Suzanne302]

@Anthony608  There are several relatively inexpensive smart locks you could buy which would allow you to change the door code remotely you might want to check out. Some require a smart hub and some can connect directly to your wifi. The Schlage Encode uses wifi and is only @ $250.

I loved my Schlage lock because I could even lock/unlock the door remotely if needed! I could also monitor activity so I would know exactly when my guests checked in (unlocked the door) if I wasn't home.

[Nash-Cottages-LLC0]

@Laura2592 We haven't had that situation. Man, do I feel for you; lesson learned, hubby 🙂 

In our 'thanks for booking message,' we tell people that we will send the code the day before or the day of check-in. That sets the expectation of when they will receive check-in instructions. Like you, we usually send it after all the cleaning and sanitizing, and final checks are complete. WIth our regulars, we don't mind sending it the day before, but with the new folks, we send it the day of check-in. We occasionally have a guest that we can tell is more of a planner and wants the code before hitting the road. So we accommodate by sending the code but not inputting it into the lock system until the day of their arrival, so it won't work if they show up early. 

[Laura2592]

@Nash-Cottages-LLC0 yep we do the exact same thing. And told this person 3 times when it was coming. Sometimes you get a really OCD guest who is super anxious they won't be able to get in, as was the case here. This particular person was really worried about working an electronic door lock (huh? its just pressing buttons.) Not everyone is comfortable with the same thing. Quiet stay though after the whole kerfuffle. 

[Anthony608]

@Nash-Cottages-LLC0As I mentioned in my earlier post, I am going to have a slight issue when the pandemic is over in that the code will need to be set between 7-8AM for a 3PM check-in since I will be out of the house at work.  Based on what you said, I am wondering if I should simply not send the door code to the guest until around 12-1PM the day of to avoid an attempt to enter the house hours early.  Maybe even do some kind of thing where they get texted the code at 2:45Pm for a 3PM check-in.  I wonder how guests would react?

[Nash-Cottages-LLC0]

@Anthony608 

That would probably work and seems like a great solution for your situation. If it were us, we would set an alarm on our phones so that we remembered to send the message to the guests. But, we live by our calnedars and we have oodles of alarms as reminders : ) 

What seems to work well is, as @Laura2592, noted too, is to set the expecation as early (and if needed as often!) as possible as to when guests will receive the code. 

Good luck and let us know if that works for you!

[Thomas18]

Is your lock wifi capable? I use a kwikset keypad lock pared with Samsung SmartThings hub and I can set codes and deactivate them remotely from my phone. It's made a world of difference running an Airbnb with this system. If a guest is having trouble with the keypad lock, I can let them in remotely. There's also a history log that shows me who is coming and going, and when. I also use this system to control the thermostat and lights, and monitor cameras and smoke detectors. It's like an Alexa but without the voice activated internet part. It just controls devices linked to it.

[Nash-Cottages-LLC0]

@Thomas18 As you do, we use SmartThings. Our lock is a Schlage. It also has the ability to set lock codes remotely as well as lock/unlock remotely. In addition, we have our set up to lock automatically after 30 seconds so that if someone forgets to lock the door, it will lock for them.