Sooner or later, Airbnb owners are bound to face problems when guests are present. You probably already know how important it is to have emergency plans in place, but it may not have occurred to you to include key problems in your list of contingencies. Here is what you should know about hiring a locksmith for your Airbnb.
Response Stages
It’s always easier to tackle a problem when you break it down into steps. These are the response stages for a key emergency:
Notification of the problem: It is very important for your Airbnb guests to know how to contact you in any emergency. It’s equally vital for you to get used to checking for notifications regularly. No guest is going to leave you a good review if you leave her standing outside your property for half the day without being advised on what to do.
Understanding your guest’s needs: Airbnb guests are on vacation, often far from home. They don’t know the neighborhood, and they don’t know where to turn for help. As a host, your role is to be understanding, responsive, and supportive.
Solving the problem immediately: This is where having a trusted locksmith on standby can save the day. Locksmiths must be sure that the person requesting access to a property has the right to be there. If you have a relationship with a local locksmith who knows you run an Airbnb, things will go far more smoothly for the guest. If you don’t have a locksmith on standby, it’s time to get on the phone and find one fast! Still, never sacrifice quality. The experience your guest has with the locksmith is ultimately a reflection on you.
Compensating the guest: Compensation should always start with a heartfelt apology. If the guest’s stay was disrupted, then financial compensation may be in order. Use your best judgment, putting yourself in the guest’s shoes.
Recapping and future planning: No one sets out to get into an emergency situation. After the problem is resolved, discuss the situation with the guest. Don’t place blame, but instead try to figure out what happened so that you can prevent it in the future.
Common Airbnb Key Problems
Human nature being what it is, Airbnb owners may find themselves addressing incredibly unusual problems now and then. Fortunately, though, most key problems fall into just a few groups.
The guest can’t find the keys: If you rely on traditional keys, there should always be a backup key available in a nearby location, such as a neighbor’s home. If the guest can’t find the keys, double check that he is looking in the right place. If so, then let him know where to find the backup key and offer to buy drinks at a local spot to make up for the inconvenience.
The door doesn’t open: Let your guests know in advance if the door has multiple locks, tends to stick, or is otherwise tricky. If you are notified that the door isn’t opening, walk the guest through each step over the phone. If you use a smart lock with a code, change the code remotely while the guest is on the phone. If you use traditional keys, ask the guest to retrieve and try the backup key. If the door still doesn’t open, call your trusted locksmith for assistance.
Note that most smart locks have traditional key backups. Always leave a traditional key in a safe location in case of an electronic failure.
The lock is broken: A broken lock puts both your guests and your property at risk. Whether the key breaks off in the lock or the entire lock comes loose from the door, it’s time to call a locksmith. It would be unreasonable and potentially damaging to your property to ask a guest to attempt a DIY repair of even a small problem. Be sure to compensate your guest for any inconvenience.
Owning an Airbnb means giving strangers access to your property. Things can and will go wrong. The best way to address issues that arise is to develop an emergency plan up front and stick to it when a situation occurs. Part of your emergency strategy should be planning for key problems by leaving a backup key with a neighbor and forming a relationship with a trusted locksmith. These two simple strategies can address most key-related issues with Airbnb properties.
Ready to Get Started?
If you are ready to form a relationship with a reliable, trustworthy locksmith, contact Texas Premier Locksmith today at (866) 948-8188.