The guest link: online check-in, virtual key and travel companions
By GuestChat Team ·
The access link is what the guest opens on their phone to get into your property. It's worth knowing it from the inside: that way you know what to say when someone tells you it isn't working, and you understand why it asks for certain details.
How they identify themselves
When they open their link, the guest types their first and last name exactly as on the booking. In some cases they're asked for additional verification: the last four digits of the phone number they booked with. After too many failed attempts, it locks and asks them to contact you.
Online check-in
Before they see their key, the guest fills in Plan your Arrival:
- Their approximate arrival time.
- Their departure time.
- Their email address, required so the stay information can be sent to them.
- An optional field for comments or special needs (“I'll be arriving with extra luggage”).
When they press Confirm Check-in, those times are saved to their booking: you see them, and cleaning scheduling takes them into account. You know when they'll arrive before they get there.
The virtual key
With a connected smart lock, the guest opens and locks the door with a button. If you have a Nuki keypad and have turned on Give each guest their own code, they see Your door code: a code of their own that appears as soon as their stay starts and stops working when it ends. On the same screen they have the access instructions, the property's times and the house rules.
Outside their stay the virtual key doesn't open: before check-in they'll see from when they'll have access, and seven days after check-out the session expires.
Sharing with companions
From their virtual key, the guest can Invite another person with a link that doesn't need verification. To avoid mix-ups, only one invited guest can use the key at a time; if the link is in use on another device, the main guest can release it to share it again.
What you control
From Arrivals, on each guest's card:
- Custom access: change from what time and until what time their virtual key works, or limit it to certain dates. The AI will use those times when replying to them, and the guest will see them on their access page.
- Restrict this guest: block the AI, the instructions or the virtual key separately. Anything you don't tick keeps working. With all three ticked, their link stops working and they'll see a neutral message inviting them to contact you.
Cases worth knowing
- Canceled booking: the link tells them the booking has been canceled.
- Unpaid direct booking: it tells them the key and the instructions will appear as soon as the payment is complete.
- Different name: if someone else made the booking, they need to type the name of the main booker.
If they tell you it isn't working
- Ask exactly what message they see. It almost always explains it: too early, unpaid booking, name that doesn't match.
- Check in Arrivals whether they have any restriction or custom access.
- If the problem is the lock, you'll see it in Reports: failed openings open a report automatically, with the cause.
- If they entered their times wrong, from Arrivals you can delete their times so they can enter them again.