Guidelines for room key access

Updated 2 months ago | 4 min read time

We’re serious about safety and security. That’s why we've put together these guidelines to help you establish and practise room key access protocols, so you can minimise risk and keep your guests and property safe.

What’s in this article

Basic guidelines for room key access

As a property manager, owner or staff member, you're responsible for the safety and security of everyone staying or working at your property. Part of this responsibility is mitigating safety risks using these guidelines.

  • Only authorised employees and registered guests should have access to rooms or units
  • Always register a guest's last name and room number when checking them in
  • Never give out a room key or disclose a room number to someone without requiring proper identification and confirming their reservation
  • Never provide a new or additional key without first requiring proper identification and confirming their right to access with the existing guest
  • Cross-check the information your guest gives you against the reservation details they used to book
  • If there are any discrepancies in the information provided, ask for valid photo identification, such as a passport or driving licence
  • If no photo identification can be provided – or if local laws don’t require presenting it or allow you to ask for it – have the guest or visitor be greeted in the lobby by the person staying in the room to confirm their identity
  • Never issue a room key to someone claiming to have the guest's permission to enter their room unless the guest has personally given you their verbal or written consent

If you’re unable to meet these minimum expectations, you may be suspended or removed from our platform.

Additional protocols to minimise risk

Alongside the basic guidelines above, we also recommend establishing room key access protocols for staff to follow. Here are some best practices to follow:

  • Assign a security and responsibility role to a member of staff, and make sure they're trained in enforcing the guidelines listed above
  • Use a digital lockbox with a unique key code or a secure front-desk concierge to give upcoming guests the entry code or key to a room or unit
  • Lockbox and entry codes should be changed after each check-out
  • Remind guests not to leave keys unguarded in public areas
  • If you can, invest in smart locks so you have control over who you give access to and so you can help guests who lose keys or lock themselves out
  • If you're using a smart lock that comes with an app, make sure you generate a new code after each check-out
  • Make sure staff are aware of and trained to follow your room key protocols

For more information on our safety standards, check out our values and guidelines.


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