The call that never stops
Every guest gets the check-in instructions. The code is in the confirmation email, the pre-arrival message, and the guidebook. And every week, guests stand at the door with their bags and call anyway, because nobody reads the instructions when they’re on holiday.
For Earl Vasquez, that was the job: the same access call, over and over, at check-in time, at midnight, mid-dinner. Miss one and there’s a family locked out on the doorstep, and a review being drafted in their heads.
There was a quieter problem underneath it, too. Static codes get reused, shared, and forgotten, past guests and old cleaners walking around with codes that still work.
Locks wired in, codes on autopilot
Earl Co connected its smart locks to boring host. Now every reservation in Hospitable generates its own door code automatically: created at booking, live at check-in, dead at checkout. No spreadsheet of codes, no reuse, no one holding a key they shouldn’t.
Answered wherever the guest asks
The other half is the conversation. When a guest calls from the doorstep, the AI Voice picks up, verifies who they are against the reservation, and reads them their code, then walks them to the right door if they’re standing at the wrong one.
Ask by SMS, WhatsApp, or the booking-app thread instead, and the same agent answers there, in about thirty seconds. The guests who read the instructions never notice any of this. The ones who don’t get unblocked before the bags hit the ground.
What changed
- Every stay has its own code, generated from the reservation, expired the moment checkout passes.
- Access questions answered in ~30 seconds, by phone, SMS, WhatsApp, or the OTA thread.
- Zero door-code calls reach the team. The AI verifies the guest and lets them in.
- No stale codes left alive, the security hole closed itself.
The instructions still go out with every booking. It just no longer matters whether anyone reads them.