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How does smart lock code communication and backup codes work?
How does smart lock code communication and backup codes work?
Alyssa Ward avatar
Written by Alyssa Ward
Updated over a week ago

Guest Code Communication

Timing

To ensure your guests always receive the correct smart lock code in time for check-in, we send a message containing the code when it's scheduled to become active (check-in time + any set buffer time) to ensure a smooth arrival.

We will only send a code communication message on your behalf if there is an issue setting the code, or if the code hasn't been previously communicated in another message with the %smartlock_code% shortcode.

Note: You can customize the time for our system to conduct a final check and activate the code communication by going to Settings > Preferences > Smartlock. You have two options - either to include the buffer or ignore it and rely solely on the check-in time.

The Message

Our code communication message is designed for reliability and consistency. While it cannot be customized, it maintains a human-like tone. You can find the exact message wording in your smart lock settings.

There are two types of templates available, and one will be sent depending on the situation.

  1. If the code has not yet been communicated to the guests using the shortcode %smartlock_code%, we will send a reminder message.

  2. If there is a problem with the initial code communicated to the guests, we will send out a message informing the guests about the new code that they need to use.

Rest assured, this feature won't affect your ability to use the %smartlock_code% shortcode in other messages, allowing you to maintain flexibility and personalization in your communications.

Where it's sent

If a guest booked through Airbnb, Vrbo or Booking.com, they will receive a notification through the messaging system on those platforms.

For guests who booked via Direct or have a manual booking, they'll receive the code via email and SMS (if their phone number is available).

Host it's sent from (Airbnb)

If multiple hosts are set for a specific listing, the last host to send a message in the guest conversation will be the sending host selected for the code communication message.

Backup Codes

If we cannot confirm that the code has been successfully set on the lock, we automatically provide a backup code to the guest without any action needed from you. When a backup code is used, it will remain active on the lock until the guest's check-out time, plus any configured buffer. After that, Hospitable deletes the used backup code and provisions another one for future use on your lock.

Creating backup codes

Two backup codes are set for each property connected to a lock as soon as you match your locks to a property in Hospitable. These backup codes are always active on the lock and are not shared with the guest unless we encounter an issue provisioning a reservation-specific code for them.
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By default, the names of the backup codes start with "HOSP" followed by numbers, the length of the numbers are based on the PIN Code length set for the lock.

When Are Backup Codes Shared?

If a backup code must be used, it will be sent in the regular code communication message when the code is set to be active (code start time = check-in + buffer if you have it set to be included).

Last Minute Reservation

If a reservation is made after the check-in time or after the active time (if your settings include the buffer), our system waits for five minutes after the reservation is accepted before triggering code communication and backup. During this time, the system will try creating a code using the guest's phone number (based on your settings).

If we don't receive confirmation that the code was set on the lock successfully within five minutes, our system will use the backup and send a code communication message to your guest. This ensures that your guests will have access to your property as soon as possible.

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