Free template · updated November 3, 2026

Guest lockout message template for Airbnb hosts

A locked-out guest is stressed, often in the cold or the dark, and probably reading on a phone with low battery. Your reply should be short, calm and give them one thing to try at a time.

Have a backup plan ready before you need it: a second code, a spare key with a trusted neighbour or a local contact who can come by. Ask guests not to try windows or other doors, and send any new code only in the platform messages.

The template

Replace anything in [brackets] with your own details.

Quick help

Hi [Guest first name], sorry you're stuck! Let's get you in:

On the keypad, press [Wake or clear button] first, then enter [Door code] and press [Enter button].
If the keypad doesn't light up, [Battery fix, e.g. hold a 9-volt battery to the contacts underneath].
Still locked? Please don't try the windows or other doors. Call me at [Host phone] and we'll sort it out together.

[Host first name]

Backup plan

Hi [Guest first name],

I'm sorry the door's still not opening. Here's the backup:

I've set a temporary code: [Temporary code]. Enter it, then press [Enter button].
There's also a lockbox at [Lockbox location] with a spare key. Its code is [Lockbox code].
If neither works, [Backup contact name] lives [Where, e.g. two doors down] and has a spare key. I've let them know you're coming; their number is [Backup contact phone].

Please wait somewhere warm and safe, like your car, if it's cold, and let me know the moment you're in. I'm sorry for the trouble, and I'll [Follow-up, e.g. replace the lock batteries tomorrow] so it doesn't happen again.

[Host first name]

Tips

Set up a backup way in, like a second code or a spare key with a neighbour, before you ever need it.
Ask guests not to force doors or try windows; it's unsafe and can damage the property.
Send new codes only through the platform messages.
Replace keypad batteries on a schedule, not when the low-battery light comes on.
Delete any temporary code once the guest is in and the usual one is working.

Put it on one guest page instead of a binder

Keegix turns your welcome book into one link and a QR sign by the door. Upload the binder you already have and AI drafts the page in about a minute, or paste this template in. Free forever for one property.

Upload my binder, free See a sample guest page

Questions

What should I do if a guest is locked out of my Airbnb?

Answer quickly, give one step at a time and use your backup: a temporary code, a spare key holder or a local helper. Follow up once they're in.

Should I give guests a locksmith's number?

Keep a local locksmith's number for yourself and call them if your backups fail. Arrange and pay for it yourself so the guest isn't left sorting it out.

How do I stop lockouts happening?

Test the lock and batteries at each turnover, give clear entry steps with photos and keep one backup way in that doesn't depend on the same battery.

More free templates

All guest message templates · Every free template

Free to use

Copy it, change it, print it, use it with any platform. Sharing it with a host group, on a blog or in a forum? A link back to this page helps other hosts find the latest version:

https://keegix.com/guest-messages/lockout/