If a guest canât get in, Auntyâs on it.
We respond quickly, walk them through the access steps, and keep you updated if anything needs your attention.
𧰠What we do first
Guide the guest through the access instructions provided
Confirm theyâre at the right entrance or unit
Double-check codes or instructions against your onboarding form or guidebook
Keep the tone calm, clear, and reassuring
đŁ When we escalate to you
If the guest still canât access the property after all steps are confirmed:
Weâll reach out to you or your emergency contact
If the issue is urgent or time-sensitive (e.g. late night, child in tow), we prioritise it and stay with the guest via messaging
Youâll get a full summary of what happened and what actions were taken
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The more we know, the faster we can help.
Make sure your access instructions and emergency contact are always up to date. Even small changes can cause big delays for guests.
đ§ How to avoid issues
Make sure your access instructions are up to date in your onboarding form
If the access method changes (e.g. lockbox replaced), just send us a quick message
Add backup access options if possible (e.g. spare keys, building manager contact)