What is my Guest’s Experience When Using Keycafe?

Here at Keycafe we spend a lot of time making sure that key owners are able to easily manage their keys and give access to anyone from anywhere, but we’ve also worked hard to make sure that the guest experience when picking up and dropping off keys is as pleasant as possible. For vacation rental hosts and property managers, knowing their guest is having the best experience possible is essential, which is why we’ve written up this article to show key owners exactly what their guest sees when receiving access, picking up a key, and dropping off a key.

Picking Up Keys as a Guest

When creating the guest experience, we wanted to make sure that guests could pick up keys whether or not they had a smart phone with them or were connected to the internet. While we send out a link to a guest journey in the first access email or message, guests can easily pick up their keys simply with the access code in three easy steps.

1. Receive email with the access code
2. Visit the SmartBox
3. Enter the access code and retrieve the keys

Guests simply enter their 8-digit  access code at the SmartBox to pick up their keys. You can also view a copy of their [access code] to help them if they forget. Guests with a scheduled access will only be able to pick up the keys after the starting date and time of their access. For more information about key pickups, visit the Picking Up a Key page on our help documentation.

The Guest Experience when Dropping Off Keys

Dropping off keys at a SmartBox is as easy as picking them up, and guests use the same access code they used for key pickup for the drop-off.

1. Enter the access code
2. Scan the Keycafe fob on the scanner
3. Place keys in the bin that opens

Just like for key pickup, guests can follow the guest journey for instructions on dropping off their keys, or simply drop them off using their booking code at a Keycafe SmartBox. For scheduled accesses, guests can still drop off the keys even after their access is over.   For more information about key drop-offs, visit the Dropping Off a Key page on our help documentation.

Optimizing the Guest Check-in Experience

We’ve worked to make sure that every aspect of receiving an access, picking up a key, and dropping off a key has been streamlined to ensure as little friction possible for guests. Rather than having the guest download the Keycafe app, we’ve made it so they’re sent a one-click link which takes them directly to a web version of the guest journey. This link provides them with step-by-step instructions on how to pick up their key, directions to the right SmartBox, and easy access to Keycafe’s support in case they’re encountering any problems. 

To give your guests deeper information, we include an optional link that takes guests into the Keycafe app experience without having to download the app or log in.  This link provides them with step-by-step instructions on how to pick up their key, directions to the right SmartBox, and easy access to Keycafe’s support in case they’re encountering any problems. 
When creating a scheduled access for a guest, key owners can view the [guests code] in the Keycafe app. To make sure their guests are as prepared as possible for the key exchange, key owners can share a link to the guest quickstart guide which offers step by step instructions, a tutorial video, and links to more in depth guides on how to pick up and drop off keys.

The Access Email or Message

As soon as you give your guest access to your keys using the Keycafe app, they’ll receive an email or text message with the essential details of their access. This message includes a link to the guest journey with steps to pick up their keys and complete their check-in, along with a unique access code to pick up their key at the Keycafe SmartBox.

If a host has already notified guests of the key’s location, guests can simply go to the designated SmartBox and enter the access code to pick up the key. Keep in mind that the email or text message with the guest journey link and unique access code does not include the location of your keys. Hosts must include this separately in their communications with their guest, or guests must click on the guest journey link to see the SmartBox where the keys are located.

The Guest Journey

After a guest has clicked the guest journey link on their mobile device, they’ll be brought to a mobile webpage which will help guide them through their key pickup and photo ID verification if it was enabled by the key owner. Once guests have tapped through the introductory panels, they’ll be brought to the My Check-in page, which has details about their key access along with step-by-step instructions on how to pick them up. 

On the My Check-in page, guests will see the date and time their key access begins, along with steps on how to complete their key pickup. If guests tap on Go to Key Pickup Location they’ll be shown the address where the key is located, the location’s opening hours, and an interactive map to help them find the location. Once they’ve arrived at the location, guests can tap on Pickup Your Keys for a one-touch pickup, or simply enter the access code they received in the email or message to pick up their key. 

Help and Support for your Guests

On the guest journey’s mobile page, guests will always have access to the Help tab at the bottom. After tapping on the Help tab, guests will find direct links to the Help Centre and documentation, along with buttons to directly contact Keycafe support by phone, email and in-browser chat. Keycafe’s in-house support is available 24/7 in multiple languages, meaning that your guests always get specialised support from Keycafe’s team. Guests can also select the More tab at the bottom to find out more information about Keycafe, see a full map of key exchange locations around them, and change the language of their guest journey.