Guest Lock out/ Keypad not working

This is how you handle a guest being locked out of the property

Step 1: Confirm the Location and Diagnose the Issue

• Identify the location of the keypad issue (garage door, front door, back door, laundry, etc.).

• Ask the guest if the keypad is making any noise when buttons are pressed.

• Confirm proper usage:

  • After entering the code, guests must press the check mark (✔️) or the asterisk (*) on the bottom left of the keypad.

• Troubleshooting notes:

  • If the keypad is unresponsive, it could be due to the hub being disconnected or low battery.

Step 2: Issue the Emergency Backup Code

• Provide the Point Central emergency code:
  ➔ 145099

• Important:

  • Let the guest know this is a temporary code that will only work for a few hours.

• If the emergency code does not work:

  • Instruct the guest on how to access the lockbox for a physical key to open the door.

Step 3: Escalate if Access is Still Not Gained

• If the guest still cannot access the home:

  • Create a detailed work order immediately.

    • Include: Location, keypad behavior, troubleshooting steps taken, code usage, lockbox instructions provided.

  • Dispatch an engineer to the property as soon as possible to assist the guest.

Step 4: Maintain Communication and Show Empathy

• Remember the guest is likely waiting outside and may be hot, cold, or frustrated.

• Be understanding, apologetic, and reassuring.

• Update the guest regularly while the resolution is in progress.

Step 5: Post-Resolution Follow-Up

• Once the guest is inside the property:

  • Inform them that an ACME technician will stop by the next morning to inspect and repair the keypad.

  • Proactively offer a lunch, dinner credit or a late departure as a gesture of goodwill for the inconvenience.

Quick Reference