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Pre-Arrival: Guest Experience

Pre-Arrival: Guest Experience


March 2020 Update:  New OpenKey users can now verify their phone number prior to receiving a mobile key!  See Steps 6 & 7 for more details.  

Guests that receive pre-arrival communication through the OpenKey HOST platform will follow the following guest flow:

1. Receive pre-arrival email from OpenKey 24 hours prior to arrival. 

*Email wording differs depending on whether the property offers Skip the Front Desk or not. 

2. Confirm Reservation Details through OpenKey's pre-arrival web form.

*Skip the front desk option only shows when the property offers this option. 

3. Receive confirmation email after reservation details have been confirmed. 

*Email wording differs depending on whether the property offers Skip the Front Desk or not. 

4. Click the button from a mobile device to open the Google PlayStore or Apple App Store and download the application.

5. Allow OpenKey to access locations, Bluetooth, and send push notifications. 

*These are required for mobile keys to be received and used to access locks. 

6. Enter phone number and verification code.

*New OpenKey users with reservations at hotels that integrate with OpenKey OR hotels that manually upload arrivals will be able to access the app prior to being issued a key.  New OpenKey users with reservations at non-integrated hotels that do not manually upload arrivals will need to wait until they are manually added to OpenKey HOST before they can verify their phone number.  This is because OpenKey has no way to connect their phone number to a reservation without the booking being available in the OpenKey system. 

7. No additional action is required until the guest is checked into the hotel, whether it's prior to arrival or during a traditional check-in. 

*Once the guest is checked into the hotel, they will receive a push notification and a text message letting them know their room is ready.

8.  Re-open the app to initiate the key download. 

The guest can now access their room and any common areas.  To view more information about what other features are available in the OpenKey app, check out the User Guide: OpenKey Guest App.