Schlage code error message to guest, reverts to "alternate" code which is actually the correct code

Hi ​@Dillon ,

Thanks for flagging this, I completely understand why that would be confusing for guests.

What’s happening here isn’t actually a lock error. The “backup code” message is triggered when the system doesn’t detect the %smartlock_code% shortcode inside your check-in message. When that shortcode isn’t present, we automatically send the fallback message as a safety mechanism.

The good news is this is easy to fix.

You’ll want to edit your check-in message and make sure it includes the %smartlock_code% shortcode where you’re providing the entry code instead of using %guest_phone%. Once that’s in place, the system will recognize that the code is already being communicated and the backup message will stop sending.

Appreciate you calling this out, and we’ll also take this feedback on board, as we’re looking at ways to make this more seamless by default.

​@Dillon I was in the same boat as you, where I don’t explicitly tell the guest the actual digits of their keypad code. I just say, “it’s the last 4 digits of your phone number.” So when Hospitable implemented the customizable “failsafe” message a couple months ago, the default wording for that message unfortunately makes it sound like something’s wrong, even though there’s not. I fixed it by changing the “Smart lock backup code” message to say this:

Hi %guest_first_name%, this is an automated message to re-confirm your keypad access code for check-in: %smartlock_backup_code%. This should be the last 4 digits of the phone number that was used to book your stay. If you'd like us to use a different code, let us know.

​@Dillon - we adjusted to pretty much the same thing ​@Tom Beerley is doing. 

I put out a big flare in the Airbnb community (and to someone who was visiting Airbnb HQ before this was finalized) that it was IMPERATIVE the “Airburner number” they give to guests must at least match in the last 4… I’m so happy that was implemented b/c all of our documentation (in HSPTB and our guides) talks about the last 4. Oh and most guests know their own number… sheesh.