Setting up the key collection feature

Updated 1 month ago

Our research shows that confusion about key collection is one of the most common complaints around check-in, from both guests and properties alike. To reduce friction, we’ve introduced the Key collection feature on the Extranet, where you can let guests know how they can pick up the keys, whether on-site or from a different address.

We understand this information is sensitive, which is why we guarantee anything you upload will be stored securely and shared only with your guests.

To enable the Key collection feature, follow these steps:

  1. Log on to the Extranet and click on the Property tab.
  2. Select Policies. Under the Other policies section, you’ll find the Key collection box.
  3. Click Edit.
  4. Choose an option from the drop-down box to specify how and where keys can be collected. You can include an alternative check-in option as a back-up if necessary.
  5. Use the Preview section to double-check the information you’ve provided.
  6. Remember to click Save changes when you’re done.

Guests can find the key collection info under the Getting into the property section of their booking confirmation email, booking confirmation web page, guests' My Reservation page, or the app’s Bookings tab.


Depending on your property type, this feature may not be available to you yet. We’re working on making it available to all partners as soon as possible.


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