We have fitted coded door locks or key safes to our properties, hoping this would give our guests the freedom to check in and out and come and go as they please without worrying about keys, and allowing us not to be waiting around for guests to turn up etc etc
When we receive a booking, we send out a welcome email stating we will send another email a few days before their stay with the door code numbers and anything else they might need. A few days before their stay we then send the email with the door code. We do not use the same door code over and over for obvious reasons.
The majority of guests still call and ask where they pick up the keys, or will turn up and try to input a number and then call and say the code isn't working. When a guest turns up and tries to input the number it turns out that on their booking confirmation they have been given a code from BC this code is not the door code we send out. On the BC portal under key collection information we have written that we will send a door code a few days before their arrival and to ignore the code sent by BC as its not the door code. We also include this in our emails.
Any good ideas on how to get guests to read the emails we send them? Any idea on how to make this information stand out on their booking confirmation (BC this ones for you)? We email them, send messages through the extranet, send messages through Pulse, and still end up having to text or phone them. This process should be so simple, it's frustrating!!!
We are sure you have some great ideas to help us with this.