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Allow us to disable backup code message to guests

Feature requestsSmart devices

The backup code message experience is currently pretty terrible.

Not only does it not match our communication style, but there are quite a few erroneous messages sent when the code was set correctly and communicated with guests (usually communicated days before their reservation). This results in BAD user engagement and experience, and makes us look very unprofessional by changing their code at the last minute. We already send them a ton of info and want to control when and how much we communicate with guests.

I don’t actually want a backup code message at all. Please allow us to disable it. I’m ok with a notification being sent to us to warn us there was an issue, but not guests. If the code fails to be set, I will set it manually as we’ve done for years to the code we have already communicated with the guest (not some random other backup code hospitable decides to send which confuse them).

Status: Completed6 comments

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Comments6

  • Kristijan Laco changed status to Completed
    Team•

    Dec 23, 2025

    Pinned

    You can now completely disable the feature if you don’t want to use it.

    https://help.hospitable.com/en/articles/7172908-how-does-smart-lock-code-communication-and-backup-codes-work

  • Aqua Chameleon

    •

    Oct 12, 2025

    We agree completely. If there is a problem with the lock that is MY responsibility as the host to receive the notification and act accordingly. It is none of my guests business. It is confusing for them. I want to receive a notification so I can act accordingly, but do NOT want my guest to know there was ever a problem. I will resolve it before they arrive.

  • Yellow Nucleon

    •

    May 30, 2025

    This is similar to “custom code for smart lock failure” which is currently in limited release. They can probably be worked together.

  • Magenta Sun

    •

    Mar 22, 2025

    Can you please also add a button to disable messaging of guests about it. Send me notifications all you want, but I want to be in control of the guest experience, including what code is set. I don’t want any backup codes. If there is a problem with the lock, I can fix it myself. As a host I’m always aware and engaged when guests are arriving at the home, especially the first day or two in order to ensure a smooth experience.

  • Tim Parry

    Team•

    Mar 21, 2025

    Hi @amir,

    I know that backup code communications often feel like more of a net negative than a value add right now, and that’s not where we want to be with it. We’re prioritizing improvements to make this experience better:

    Here’s what we’re working on:

    • Smarter detection (live next week): Improving when and how we determine if a code has already been sent, ensuring we don’t send unnecessary backup messages. This includes scenarios where: The code was already sent in a manual message, A scheduled message with the short-code was sent early, the short-code wasn't used at all.

    • Better visibility: Adding a record to the Activity Log in the reservation thread to show when a backup code message is scheduled.

    • Customizable messaging: Allowing hosts to edit the verbiage of the backup code message to better fit guest communication style

    • Silver Pretzel

      •

      Apr 3, 2025

      @Tim Parry Where can we see if/when a backup code communication HAS been sent to our guests? I’m not seeing it at all for mine. Thanks!