Host View

Aurmur from a Host’s Perspective

Automated Process

1. A configurable number of days before the guest’s check-in, Aurmur sends a welcome email to the guest. The host is blind-carbon-copied on this email so sees what is being communicated to the guest. The Aurmur email is HTML-based so the host can include rich text and custom images. There are values in the email template which are automatically replaced and can be used to personalize the email:

{code} will be replaced by the guest’s lock code.{airbnblistingname} will be replaced with the listing name from Airbnb.
{firstname} will be replaced by the guest’s first name. {listingname} will be replaced with the listing name in Aurmur.
{lastname} will be replaced by the guest’s last name. {checkin} will be replaced with the check-in date.
{reservationid} will be replaced with the airbnb reservation id.{checkout} will be replaced with the check out date.

Example Email:

This blog provides suggestions on what to include in a welcome email:
How to write an awesome Airbnb welcome letter or email

2. A configurable number of hours before check-in time, Aurmur sends a text message to the guest. Aurmur sends an email to the host which provides the text and delivery status of the text message. The same automatically replaced values for the email can be used in the text message too.

3. At code activation time, the host is emailed a confirmation that the code has been successfully activated. Aurmur uses a multiple step process to verify that the code is correctly activated in the lock. This avoids surprises of having the code not actually work. If there is a problem that prevents the code from being activated, the host is sent an email notification about the problem. More is covered on this in the “What If” section.

4. When the code is used for the first time, the host is sent an email notification that the guest has arrived.

5. After the guest’s stay is over, the code is deactivated. The host is sent an email notification that the code has been successfully deactivated. If there is a problem that prevents the code from being deactivated, the host is sent an email notification about the problem.

Guest Requests and Reservation Changes

Guest doesn’t see code
The guest contacts the host and says they haven’t received the email or text message with the code.

There are a variety of ways that this can be remedied:

  • The host receives a copy of the guest’s welcome email so can just lookup the code.
  • The guest welcome email can be resent from the Aurmur portal (web or app).
  • The lock can be remotely unlocked to let the guest in while the code is figured out.

Guest stay duration

Changes in the Airbnb system to the length of the stay are automatically detected and used to adjust the reservation dates in Aurmur.

If a guest is checking in early, the code can be activated early from the Aurmur portal (web or app).
Deactivation of the code can also be blocked to extend the code beyond the scheduled time.

Guest cancels

If the guest cancels before the day their stay start, and the code hasn’t been manually activated early, then Aurmur automatically cancels the booking too.
If the guest cancels the day of their stay or the code has been manually activated early, then an email notification is sent to the host which communicates that the booking needs to be manually cancelled from the Aurmur Portal.

What if Scenarios

Internet or power outage

Activated codes are stored in the lock’s memory. This means that existing codes continue to work in the event of an internet or power outage.

Aurmur monitors the health of both hubs and locks.
If Aurmur is not able to communicate with the hub or the lock, Aurmur emails the host about the issue along with troubleshooting steps.

As part of the setup process, backup codes are created which are activated in the lock.
In the rare scenario when some type of problem like an internet or power outage prevents a code from being activated, the host can provide one of these backup codes to the guest and delete the code after the problem is resolved.

Lock battery

Since the locks are using are using low-energy smart communication protocols rather than wifi, the batteries on the locks last many months.
The batteries for the locks are inside the door so don’t have the problem of being exposed to extreme temperatures like locks with external keypads.

The remaining battery percentage is displayed on the Aurmur portal, and low battery email notifications are sent out.
There is lots of warning and time to replace lock batteries before they are depleted.