Your smart locks are set up, PIN codes are automated, and everything is integrated within your short-term rental management software. But then, the unexpected happens—a guest arrives, and their PIN code doesn’t work.
It’s rare, but when it does happen, it can quickly escalate into a major inconvenience. Smart locks depend on power, internet connectivity, and seamless API communication between systems. Any disruption—whether a dead battery, network outage, or system sync issue—can leave guests locked out.
The good news? With a solid backup plan, you can ensure guests always have a smooth check-in experience, no matter the circumstances.
Proactively Monitor Smart Lock Battery Levels
One of the most common causes of access issues is dead batteries, particularly in colder climates where low temperatures shorten battery life. Even if the battery pack is inside the lock, exposure to cold can accelerate power drain.
To avoid last-minute failures, schedule regular battery checks. Smart lock batteries don’t die instantly—they gradually lose power. Make battery monitoring part of your standard operating procedure with monthly checks by your office staff.
If your property management software (PMS) includes smart device management, tracking battery levels is quick and straightforward. Here’s how to do it with Hostfully Smart Devices:
- Navigate to the Smart Devices tab.
- Select your active devices.
- Click on the Operations menu (three dots) and choose Update Battery Level.
Set Up Backup Access Codes
A simple yet effective backup plan is maintaining 2-3 emergency access codes. Most smart locks allow backup codes to be stored directly on the device, ensuring access even if there’s a connectivity issue.
With Hostfully Smart Devices, you can generate and manage backup codes from your dashboard:
- Navigate to the Smart Devices tab.
- Click on the Backup Codes menu.
- Select the number of backup codes needed per device.
- Generate the backup codes. The smart locks will receive and store them during the next update.
For better security and tracking, set up distinct backup codes for:
- Guests
- Service providers (cleaners, maintenance)
- Property management staff
Only share these codes in emergencies when the primary PIN fails, and reset them after use to maintain security.
Have a Physical Key Lockbox as a Last Resort
Even with the best technology, preparing for worst-case scenarios is crucial. A secure lockbox with physical keys serves as an additional safety net.
Best practices for lockbox selection and use:
- Choose a weatherproof, wall-mounted lockbox that doesn’t rely on Wi-Fi or Bluetooth. If connectivity caused the issue, your backup solution should be independent.
- Store the lockbox code in a secure, shareable document that staff can quickly access.
- Ensure staff can retrieve and share the code efficiently in an emergency—guests shouldn’t be left waiting at the door.
Enable Remote Unlocking
Some guests may struggle with PIN entry, especially in low-light conditions or after a long journey. Remote unlocking can be a lifesaver.
If you’re still choosing software, opt for a PMS or smart lock that offers remote unlock capabilities. This feature allows a designated staff member to grant access in real time.
Implementation tips:
- Train your staff on how and when to use remote unlock.
- Assign a trusted team member to handle remote unlock requests.
- Ensure the property has a stable internet connection to support this feature.
Create a Standard Operating Procedure for Emergencies
Having multiple backup options is essential, but your team also needs a clear, step-by-step process to follow in case of an access failure. Your standard operating procedure (SOP) should include:
- Diagnosis: Staff confirms if the smart lock is active and connected. The guest is asked to enter their unique PIN again.
- Escalation: If the PIN doesn’t work, staff attempts a remote unlock.
- Resolution: If remote unlocking fails and the guest is still locked out, staff provides access to the physical lockbox.
Final Thoughts
No system is perfect, but a well-structured backup plan ensures keyless access failures don’t disrupt the guest experience. With Hostfully Smart Devices, you can automate check-ins while maintaining a reliable emergency plan for seamless operations.
