Enhancing Property Management Efficiency and Guest Experience: How Pass the Keys recommends KeyNest as a hassle-free alternative

This case study’s testimonials were gathered at Pass the Key’s Conference of February 2025

A Leading Property Management Company Expanding Across the UK and Beyond

Pass the Keys is a leading property management company specialising in short-let and mid-let rentals. Established in 2015, the company initially operated under a self-delivered model in 11 cities before transitioning to a franchise system in 2019. Today, Pass the Keys operates across 70 locations in the UK and has expanded to Spain, with Marbella as its largest overseas portfolio. The company's continued growth has necessitated an efficient and scalable key management solution, leading to its partnership with KeyNest.

Addressing the Challenges of Secure and Efficient Key Management

With rapid expansion and increasing demand for efficient key management, Pass the Keys needed a secure, scalable, and convenient key exchange solution. Traditional lockboxes presented security concerns, especially in large cities, while smart locks required significant investment and specific door compatibility. The challenge was to find a flexible yet reliable system that could accommodate the needs of both property managers and guests. Germaine Mason, the Pass the Keys’ Franchisee & Host Success Lead, recalls:

"One of our partners said their territory buildings didn’t allow lockboxes, as it didn’t feel safe. KeyNest solves the problem, as guests can collect from the pickup point and use the code to return it, and it helps the property manager by knowing who's collecting and returning the keys."

This added level of security and accountability has made KeyNest a preferred choice for key handling across multiple locations.

The Introduction of KeyNest as a Scalable Solution for Key Handling

Pass the Keys first encountered KeyNest in 2019 when Germaine Masson, then property manager in York, recognised the need for a secure key exchange solution. Since franchising, the company has leveraged KeyNest’s extensive network to facilitate seamless check-ins across its growing portfolio, particularly in London and Manchester. The ability to provide reliable and professional key management has helped streamline operations for property managers while improving the guest experience.

"I remember walking around a 24-hour spa in York several times, trying to persuade them to become the first KeyNest location in the city," said Mason. "Since then, as your availability has increased considerably, it has become much more accessible." With KeyNest's expansion, Pass the Keys has been able to introduce the service to franchise partners across multiple regions, offering a practical alternative to traditional lockboxes.

KeyNest as a Reliable and Secure Alternative to Traditional Lockboxes

KeyNest has proven to be an optimal solution for Pass the Keys in major cities where lockboxes are not viable. The ability to track key collections and returns in real-time has also helped property managers maintain better oversight of access, reducing the risk of misplaced or lost keys. According to one of Pass the Keys’ franchise partner.

"KeyNest provides a safe and secure way for our guests to access keys, ensuring a smooth and welcoming start to their stay. It also helps us track our keys more easily."

The system enhances security and efficiency, offering a hassle-free alternative to more cumbersome key exchange methods. Another franchisee emphasised the convenience:

"There are several KeyNest locations just a few minutes away, making it a very convenient option for guests to collect in person rather than searching for hidden keys, especially in the dark."

This accessibility is particularly beneficial in large cities where security and ease of access are primary concerns for property managers and guests alike.

Future Outlook: Expanding the KeyNest Partnership for Greater Efficiency

Pass the Keys continues to see KeyNest as a valuable partner in its expansion, offering a scalable and reliable solution for key management. As KeyNest’s network grows, Pass The Keys looks forward to integrating the service in more locations, ensuring seamless guest experiences and operational efficiency. With increasing demand for mid-let properties and the expansion into new territories, the company anticipates an even greater reliance on KeyNest’s services to support its long-term growth strategy.