Release a door code to a guest
A door code is never simply “sent”. It clears a gate, is revealed to a person, and that person hands it to the guest - every step audited. The one exception is an automation rule you configure yourself, and even that cannot skip the gate.
The dual gate
Section titled “The dual gate”A guest code releases only when payment is complete AND the guest’s ID is verified. The booking’s Access codes tab shows each code’s state plainly - Blocked, the booking is not fully paid yet or Blocked, guest ID is not verified yet - so the fix is always named. The gate is re-checked at the moment of every reveal and send; nothing you configure can wave it through.
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Open the booking’s Access codes tab. Two rows: Guest code and Cleaner code, each with a status pill - Blocked, Not yet queued, Ready to relay, Revealed to you, or Handed to guest. (No code set means the unit has no code yet - set it under the listing’s own Access codes section.)
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Clear anything blocked. Payment issues resolve on the Payments side; ID issues on the Guest screening tab, one tab to the left.
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Reveal the code. When the row reads Ready to relay, press Reveal code. The code appears on your screen only - “Visible to you only. Hand it to the guest yourself, never paste it anywhere.” - and the reveal is audited.
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Hand it over, then say so. Give the guest the code in person or in your own chat, then press Mark handed to guest so the record shows the hand-off happened.
The automated path: one agent rule, same gate
Section titled “The automated path: one agent rule, same gate”The only way a code reaches a guest without a human pressing the button is the “Door code to the guest before check-in” rule on the Agent Hub - for example, “send the code 30 minutes before check-in.” Even then the dual gate is evaluated at send time: a run that fails it is held with its reason, surfaces on Today, and re-tries every tick - so clearing the blocker sends the code with no further step. No rule exists that can move money or bypass the gate.
The Lock codes ledger
Section titled “The Lock codes ledger”The Lock codes page is the tenant-wide view of every relay: KPIs for Blocked (attention), Ready to relay, Revealed to POC, and Handed to guest, with filters and search. It deliberately never shows a code’s value - the value is revealed only on the booking.
