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Having a backup plan for how your guests enter your place can provide peace of mind and help you handle any unexpected issues with your connected smart lock, like dead batteries or a broken keypad.

What a backup entry method is

When you choose a connected smart lock as your check-in method, you'll add backup entry instructions that will only be shared with your guests in the event of unexpected lock issues that prevent them from being able to access your place.

Backup entry instructions let your guests know of an alternative way to get into your place. For example, “Lockbox on the back door with a physical key inside, code is 1234.” The backup entry instructions are only available to confirmed guests who have communicated to Airbnb during their stay that they're unable to access your place using the connected smart lock.

You'll add a backup entry method when you set up your connected smart lock, and you can change the backup entry info at any time. You’ll always be notified if your backup entry method is shared with a guest, so you can change or manage your backup entry info, as needed.

When your backup entry method is shared with guests

Your backup entry method is only shared with confirmed guests when they’ve communicated to Airbnb during their stay that they’re having trouble accessing your place using your connected smart lock. This can happen in the event that your smart lock isn't usable because of an issue like dead batteries or a broken keypad.

Your backup entry method will only be shared with a guest at or after their check-in time.

How your backup entry method is shared with guests

Your backup entry method is shared with guests on the Airbnb app or website, or over the phone with Airbnb Community Support, depending on how guests communicated the issue to Airbnb. Once the backup entry method is provided to your guest, we ask them right away to let us know if it worked and if they were able to access your place.

Note: If your guest is still unable to access your place after your backup entry method has been shared with them, they’ll reach out to you to access your place and resolve the issue with your lock or work with Airbnb Community Support to get additional help.