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Automated emergency hidden key instructions for access code failures

Feature requests

Problem statement

When an access code isn't working and the host/management doesn't see or respond to the guest's message within a reasonable timeframe, guests can be locked out with no backup access method. There's currently no automated way to provide emergency access instructions.

Current workaround

Hosts must manually monitor messages and respond with hidden key location information when access issues arise. If the host is unavailable or doesn't see the message, the guest remains locked out.

Impact

  • Guests experience frustration and anxiety when locked out without access
  • Hosts must remain constantly available to handle access emergencies
  • Delayed check-ins and potential negative reviews when hosts are unreachable
  • No safety net for access code failures during off-hours

Proposed solution

Add a feature that automatically sends a message with hidden key location instructions to the guest if:

  • The access code isn't working, AND
  • The host doesn't respond within 30 minutes

This would include a field in property settings to store hidden key location details that trigger automatically under these conditions.

Unlock

  • Guests would have a reliable backup access method even when hosts are unavailable
  • Hosts could travel, sleep, or be offline without worrying about access emergencies
  • Reduced guest anxiety and improved check-in experience
  • Peace of mind knowing there's an automated emergency backup plan
Status: Backlog1 comment

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Comments1

  • Plum Ash

    •

    Oct 15

    There have been requests for this for SEVERAL YEARS! Yes this is so important! It needs to be a category under Rules> Respond to questions about… This is the MOST IMPORTANT question a current guest can have. A lock out in the middle of the night due to a lock malfunction is not good! We need the ability to have an automatic response giving lockbox or other instructions. This is way more important than questions about bicycles, streaming services, etc. PLEASE make this a priority. We should not have to have Mogul to have this. Knowledge hub does not solve the issue - we need an automated message for after hours or when the host can not be immediate reached.