Guest reservations

Operations tasks (such as cleaning or maintenance)

Hospitable sends the request to the integration partner

The partner schedules the code on the lock

Go to Devices → Settings → Smart Locks

They are tied to tasks, not stays

Each task generates a unique code

Codes are active only during the task window

Hospitable tasks

Cleanster bookings

Lock name

Access code

Code status

Pending: Code creation has started and is অপেক্ষing confirmation

Created: Code is generated and scheduled

Visible on lock: Code is available in the lock app

Active: Code is usable by the guest
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The same code is applied to all locks

Guests can use one code across all access points

Multiple entrances

Shared spaces

Amenities like pools or gyms

Codes are sent to the lock 3 days before activation

Codes are sent ~30 minutes before activation

Codes cannot start with 12

Codes cannot include 0

Codes may not appear in the app unless connected via Bluetooth

Does not support smart lock integrations

Devices cannot be connected or managed

Supports smart lock integrations and automation

Includes 2 devices per property

Supports smart lock integrations and automation

Includes 4 devices per property

Supports smart locks as a paid add-on

No devices included by default

Schlage

Yale

August

SmartThings

Nuki

IglooHome

Kwikset

KeyNest (open beta)

RemoteLock (legacy only)

Codes are created in Hospitable and sent to our integration partners as soon as a reservation is accepted.

The code is visible in your conversation thread with the guest and can be added to any guest message (except for New Reservation messages) by using the %smartlock_code% short code.

If the lock code hasn't been previously communicated to guests by using the %smartlock_code% short code, we will automatically communicate the lock code to your guest when it is scheduled to be active, including any configured buffers. Read more about guest code communication here.

The start and end time for an individual code can be changed in Hospitable by updating the check-in or check out time in the inbox conversation.

If we are unable to set a guest's code on the lock, we will automatically send a backup code in a message to your guest (enabled by default but can be disabled or edited). Backup codes ensure guests can still check in seamlessly if technical or configuration problems arise with the original code. Once the guest checks out, the backup code will then be deleted from the lock and replaced with a new one.

Users with Autohost Integration Only: If the Autohost verification setting is enabled in your smartlock settings, we will delay sending any code communications until the reservation has been verified.

Multiple locks can be assigned to a single property, ensuring that one code works for all assigned locks during a guest's stay. This is useful for properties with both a front door and shared amenities like a pool or gym.

By default, codes are created based on the guest's phone number. If the phone number is not present within 5 minutes after accepting the booking a random code will be used instead. You can adjust your settings to always be a random code for increased security. Airbnb started masking guest phone numbers. They only deliver the correct last four digits of a phone number. If a code length other than four is set, a random code will be used for Airbnb reservations.

By default, codes are scheduled to activate at check-in time and deactivate at check-out time, with automatic removal from the lock after deactivation.

You can add a buffer to the start and end times to be sure your codes are always ready for early arrivals or late departures. For example, if check-in time is 3 pm and check-out is 11 am, and you have a 1-hour buffer set for both, the code would be active at 2 pm and expire at 12 noon.

Users with Autohost Integration Only: You can enable Autohost verification to delay any messages that would be sent if the guest is not verified.

You may also opt to receive notifications if your device battery is low, or for the first time a code is first used. Notifications can be received via e-mail or push notification. When changing these settings, the notification will be received by the user adjusting the settings. Allowing for different configurations between primary and secondary users.

Codes become visible in the lock app and are sent to the lock 3 days before the code is scheduled to be active with any buffer times applied.

Codes are immediately accessible in the RemoteLock app, but still won't be sent to the lock until 3 days before the code is scheduled to be active with any buffer times applied.

Codes are sent to the lock and become visible in your lock app within 30 minutes before the code is scheduled to be active with any buffer times applied. This will not impact the timing of our code communications.

SmartThings can only use "always on" codes (no start/end times)

Codes are not allowed to start with "12" or include a "0". If your settings are configured to use the last digits of a guest's phone number for the code and use of the phone number is restricted due to this, we will use a randomly generated code.

A Nuki Web subscription is required to connect

In the Kwikset app, you cannot see access codes that were set from an external source (such as Hospitable) unless you are connected through Bluetooth to the lock. If you're connected through Wi-Fi and not Bluetooth, the Kwikset app only shows the access codes that you have set from the app itself and not the codes set from Hospitable. Your codes will continue to work like any other integration, and they can be managed through Hospitable.

Some third-party device providers, Kwikset included, strictly limit the information available about existing access codes on a device. Thus, for devices connected using these providers, we cannot convert unmanaged codes to managed ones. During the lock onboarding we will create new lock codes for every reservation.

Codes will be provisioned to the lock 3 days before check-in.

KeyNest does not support custom pickup codes. The pickup code cannot be generated based on the guest’s phone number. Instead, KeyNest always assigns a random code.

Pickup codes are generated 30 days before check-in. This means Guest Experience automations can only send the pickup code up to 30 days before the reservation begins. We still recommend keeping your usual timing (e.g., sending it a few days before arrival).

KeyNest keys can only be linked to properties without other smart locks. A property must not have any existing smart-lock integration in order to connect a KeyNest key.

Pending - the time and date that we have started creating the code. This is usually the same time that your reservation was received. At this point, we are still waiting on a confirmation from the integration partner. Your code will be in a grey box.

Created - the code has successfully been created on our system, ready to be sent to the lock at the given time. The code will be in a yellow box.

Visible on lock - the time and date that the code will be sent to the lock. At that point, you will see it in your companion app. The code will still be in a yellow box.

Active - the start time of the code. At this point, the code will be fully ready to use by your guests. The code will be displayed in a green box.

Lock Disconnected - If there are any connection issues with your lock, the lock name will be replaced with Lock Disconnected in red lettering. Check your lock's internet connection if you see this. You may have a flaky connection and need to move your router closer to your lock or hub.

Retry Code - If the code has failed to be created, the colored box will instead read Retry Code. Click this to restart the code creation process.

If you have an old or disconnected lock that you no longer wish to use:

Disconnected Locks: The system will fail to assign a code to a disconnected lock. To resolve this, please make sure your lock is online. If you wish to remove an old lock that is purposefully disconnected:

Integration Conflicts with Airbnb: If your smart lock account is connected to Airbnb, it may cause duplicate code errors. Disconnect the smart lock account from Airbnb to avoid this conflict.

Technical Failures: Backup codes (beginning with HOSP) are assigned to a guest if a lock experiences connectivity or internet issues during code assignment.

Plan Limitations: If you are on the Host plan, smart lock integrations are not available. Upgrade to the Professional plan or higher to resolve this issue.

Are backup codes linked to specific reservations?
You'll always have backup codes on your lock, but they are only assigned to a guest if there are issues setting their code. They are deleted automatically after the reservation ends and a new one will be generated.

Can I disable the backup code feature?
Users now have the ability to disable the back-up code and communication feature, but they cannot turn off back-up codes themselves. Simply head over to your Guests experience>Messaging Rule, then look for the "Smartlock Back-up code" message and toggle it off.

What happens if I change the check-in time on my reservation?
Given that you do this with enough advance (an hour or more), the system will change the start time of the door code in line with the new check-in time, and any buffer you have set for your codes.

What happens to the lock code when I change the check-in time very close to the actual check-in time?
When you update the check-in time too close to the actual check-in time, our integration partner may not be able to set the lock code on the smart lock with the update you made. In such cases, our system automatically uses a backup code to ensure there's a working lock code for your guests.