If a guest can’t get in, Aunty’s on it.
We respond quickly, walk them through the access steps, and keep you updated if anything needs your attention.
🧰 What we do first
Guide the guest through the access instructions provided
Confirm they’re at the right entrance or unit
Double-check codes or instructions against your onboarding form or guidebook
Keep the tone calm, clear, and reassuring
📣 When we escalate to you
If the guest still can’t access the property after all steps are confirmed:
We’ll reach out to you or your emergency contact
If the issue is urgent or time-sensitive (e.g. late night, child in tow), we prioritise it and stay with the guest via messaging
You’ll get a full summary of what happened and what actions were taken
The more we know, the faster we can help.
Make sure your access instructions and emergency contact are always up to date. Even small changes can cause big delays for guests.
🧭 How to avoid issues
Make sure your access instructions are up to date in your onboarding form
If the access method changes (e.g. lockbox replaced), just send us a quick message
Add backup access options if possible (e.g. spare keys, building manager contact)