Messaging rule to reply to 'Locked out'.
We are able to pick up key words to answer certain questions. It would be helpful for hosts if we could pick up 'Locked out' in a guest's message which would trigger a pre-written messaging rule to troubleshoot. This is especially useful if a host keeps a spare key at a neighbourshouse or in a separate key box elsewhere on the property. They might not want to communicate that information unless necessary.
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Comments15
Plum Burrito
Feb 14, 2024
Guest: the door keypad isn’t working
AI: can you confirm that the smart lock is not working?
Guest: yes
AI: adds instruction with image on backup which is the key in lockbox.
Tomato Melon
Jun 11, 2025
Please create a question category for guest issues with door lock! crucial for any issues in the middle of the night.
Teal Spaceling
Jan 21
It’s absurd this feature is not of utmost priority. A lock out could severely impact a guest’s experience and if not caught right away could end with a scathing review and Hospitable holding us hostage to an upgrade? Common now. It’s not like we are asking for a whole new feature here. Just add it to the list of “questions” which trigger an auto-reply so I can rest easy at night!!!
Magenta Volcano
Oct 31, 2024
This update is essential. I recently received a lockout message and, fortunately, I was available to respond. The AI handled it well, but if that message had come through at 3 a.m., it could have been a nightmare for locked-out guests. Given that I host in a different time zone, having a system that can manage these situations reliably is crucial
Nik Logachev
Jul 15, 2025
We have plans to support this more deeply in the future in general, but for now as a workaround - if you specifically have access to Auto Reply (Mogul) - you can add some relevant information to the Knowledge Hub related to the locked out scenario and Auto Reply should pick it up automatically.
Aquamarine Pie
Aug 27, 2025
I don’t have Mogul - it is VERY expensive :(
Plum Ash
Oct 15
We should not have to have Mogul for this. I have a pro plan with 7 properties. 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.
Aquamarine Pie
Aug 27, 2025
YES PLEASE! I had a guest locked out at 2am when the batteries died suddenly & couldn’t get ahold of me for almost 30 min. An automatic message giving her my back up lockbox code would have saved the day!
Aquamarine Savanna
Mar 23, 2024
If you build this into AI and not the current questions we will need this to message the guest automatically and not make a message for us to approve. We can have a spare key info section in each property to give info to AI. We need this for the 3am message from a guest where we might not see it until the next morning.
White Sunshine
Jan 3, 2025
category is wrong and needs correction.
Aquamarine Teacup
May 30
Hosts used to be able to do this on the legacy plan. It’s a shame that they removed the option just to force hosts into Mogul. It needs to be restored yesterday.
Plum Ash
Oct 15
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.