Hospitable automatically manages smart lock code delivery to help ensure guests receive the correct access code at the right time. This article explains when code messages are sent, how backup codes work, and what happens if there’s an issue setting a reservation-specific code.
Guest Code Communication
Understanding the %smartlock_code% Shortcode
Once you've connected your smart lock and matched it to your property, we highly recommend adding the %smartlock_code% shortcode to your check-in messaging rule.
Step-by-Step Instructions for Editing Check-In Message Templates
Navigate to Guest Experience → Messaging Rules in Hospitable.
Locate your check-in message template.
Add the shortcode
%smartlock_code%to the message body where you want the lock code to appear.Save your changes to ensure the shortcode is included in future guest communications.
The %smartlock_code% shortcode automatically inserts the guest’s reservation-specific smart lock code into your message, ensuring seamless access at check-in time.
Example:
When the message is sent, the guest will see their actual lock code instead of the shortcode.
Note: The %smartlock_code% shortcode only works if the property is connected to a supported smart lock and the lock is properly matched to the listing in Hospitable.
When the Guest's Code Is Sent
If you include the %smartlock_code% shortcode in a scheduled message
If you include %smartlock_code% in a scheduled message before check-in, your messaging rule settings determine when the code is sent.
Unless there is an error setting the guest’s code on the lock, Hospitable will not send a separate automatic code communication message. This is because the code has already been shared.
If you don't use the %smartlock_code% shortcode, or if there is an issue setting the guest's code
If:
You do not include
%smartlock_code%in a scheduled message before check-in, orThere is an issue setting the reservation-specific code
Hospitable will send a fallback message, called the Smart lock backup code message, which is enabled by default.
This message is sent at:
Check-in time + any configured buffer time
This ensures guests receive a valid access code when it becomes active.
Note: If you share a different code manually without using the smart lock code placeholder, Hospitable cannot recognize it as the same code and will send a backup code message to ensure guest access.
Default Code Communication Message (Smart lock backup code message)
Hospitable provides a default fallback message to ensure guests receive access details if needed. By default, this rule is called the Smart lock backup code message.
You can find and edit this message under: Guest Experience → Messaging rules → Search for "backup code" or scroll down:
The rule:
Hospitable will only send this message if:
The messaging rule is enabled, and
There was an issue setting the code that was already communicated to the guest on the lock, or
The code has not already been shared using the
%smartlock_code%shortcode in another message
Editing the Smart Lock Backup Code Message
When editing the message, you can:
Update the name of the rule
Adjust the message's wording and modify the tone to match your brand
Add another language
Update settings
Exclude last-minute bookings
Add a picture
Specify a reservation duration
Change the message's scoping
The %smartlock_backup_code% shortcode must remain in the default code communication message and cannot be removed.
You can continue using %smartlock_code% in your own messaging rules without affecting this fallback message. If you already shared a code using %smartlock_code%, the Smart lock backup code message will only send if there is an error setting that original code.
Customizing and Disabling Backup Code Notifications
Customizing Messages:
Adjust the wording and conditions for backup-code notifications in your smart lock messaging settings. This ensures the communication aligns with your preferences while keeping the safety net in place.
Disabling Messages:
You can disable backup-code messages entirely. However, note that if Hospitable cannot program a new access code (e.g., due to connectivity or battery issues), guests will not receive an automatic replacement code
Where the Code Is Delivered
The delivery method depends on the booking source:
Airbnb, Vrbo, Booking.com → Sent through the platform’s messaging system
Direct bookings or manual reservations → Sent via email
Sending Host (Airbnb Only)
If multiple hosts are scoped for the same listing, the code communication message will be sent from the last host to send a message to the guest.
Backup Codes
Backup codes ensure guests can still access the property if Hospitable cannot confirm that the reservation-specific code was successfully set on the lock.
How Backup Codes Are Created
When you match a smart lock to a property in Hospitable:
Two backup codes are automatically created and set on your lock
They are always active on the lock
They are not shared with guests unless needed
By default, backup codes:
Begin with “HOSP”
Are followed by numbers
Match the PIN length configured for the lock
When Backup Codes Are Shared
If Hospitable cannot confirm that the reservation-specific code was successfully set on the lock, a backup code will automatically be shared with the guest (as long as the smart lock backup code message is enabled). No action is required from you.
When a backup code is used:
It is included in the smart lock backup code message
It becomes active at check-in time (including buffer, if configured)
It remains active until check-out time + buffer
After that time, it is automatically deleted
A new backup code is provisioned for future use
This process ensures there are always active backup codes available on the lock.
Note: If your lock becomes disconnected (for example, due to a dead battery, WiFi outage, or another issue), Hospitable cannot set new codes on the lock. If the lock remains disconnected and all backup codes are used and cannot be replaced, guests will not receive access codes until the lock is reconnected.
How Codes Work for Last-Minute Reservations
If a reservation is confirmed:
After check-in time, or
After the code activation time (including buffer, if enabled)
Hospitable waits five minutes after the reservation is accepted before triggering the code communication message.
During this five-minute window:
The system attempts to create the reservation-specific code (based on your smart lock settings).
If confirmation is not received within five minutes, a backup code is sent instead.
This process ensures guests receive access as quickly as possible, even for last-minute bookings.
Best Practices for Smart Lock Integration
Always include
%smartlock_code%in your check-in messages to automate code sharing.Regularly review and update your messaging rules and buffer settings to align with your operational needs.
Monitor your smart lock’s connectivity and capacity to prevent issues with code generation or delivery.
Troubleshooting Common Issues
1. Verify Code Status in Hospitable
Navigate to the guest’s reservation conversation → Property Access.
Review the status (e.g., Retry Code, Lock disconnected, Visible on lock/Active).
If “Retry Code” is shown, click it to re-run code creation.
2. Check Lock Code Capacity
In your smart lock’s app (e.g., Yale app), review stored PINs and delete unneeded codes to stay well below the lock’s limit.
3. Review Messaging and Timing
Go to Guest Experience → Messaging Rules.
Ensure check-in instructions include
%smartlock_code%and confirm the message is scheduled relative to check-in and any buffer period.
4. Review Buffer Settings
Navigate to Devices → Settings → Smart Locks.
Check your check-in buffer settings. Earlier access windows can trigger fallback messages prematurely.
5. Ensure Connectivity and Account Link
Verify the lock’s internet/bridge connection is stable at activation time. Use a Wi-Fi extender or reposition your router if needed.
Re-authenticate your smart lock account in Hospitable if prompted: Devices → Connect Devices → reconnect your lock account.