Short-term rentals: How UnderTheDoormat Leveraged KeyNest for Efficient Property Access Management
Established in 2014 by CEO Merilee Karr, UnderTheDoormat was founded out of inconsistent accommodation standards she experienced during corporate travels. The company offers a professional service that combines hotel-like standards with the comfort of a home, effectively optimising vacant homes during empty periods for property owners.
Strategic Growth and Merger with Veeve
As UnderTheDoormat approaches its 10th anniversary, its merger with Veeve has positioned it as one of Europe's largest short-term rental businesses, operating in Paris and London. Looking ahead to 2024, the company is focused on leveraging its strength in European markets, particularly during the Paris Olympics, where it plans to manage over 400 properties. Plans for the year also include strategic B2B partnerships, growth through shared resources, and further collaboration with the Global Distribution System (GDS) for TrustedStays.
KeyNest Integration: A Game-Changer
We caught up with Josef Caron, Head of London Managed at UnderTheDoormat, to hear his thoughts on the company's experience with KeyNest so far.
When asked about previous key exchange solutions, Josef laughs:
“I wouldn’t know as I wasn’t here (UnderTheDoormat) when KeyNest was being implemented (years ago!) - but I just can't envision a scenario where we wouldn't use KeyNest. It works seamlessly, allowing our operational team to prioritise delivering a five-star service to our guests. Where we’ve been fortunate enough to win Feefo’s Platinum Trusted Service Award.
With KeyNest, managing access becomes a straightforward checkbox – our keys’ status is always tracked, and the team can concentrate on guest services, growth, and achieving targets."
Efficient Property Access Management & Local Key Storage
While the company considered the traditional lockboxes before, the simplicity and effectiveness of KeyNest's key tracking made it a permanent fixture in UnderTheDoormat’s operations. Other solutions like lockboxes can theoretically be cracked when someone finds a way to open them (by force or by obtaining the code). There would also be no way to track the key’s status remotely.
KeyNest’s platform and app ensure that operational details are handled seamlessly, contributing to overall efficiency. The secure local key storage system works remotely and gives the staff a full live overview of key status 24/7.
Customer Service Excellence
According to Josef, the positive news is that UnderTheDoormat seldom needs KeyNest customer service - meaning the platform is fuss-free and rather easy to use. In rare moments when help is needed, the 24/7 chat feature is helpful for immediate responses from the KeyNest Team, allowing immediate communication with the right person.
“I find the chat feature very beneficial. We don’t use them often, but when needed, they are quick and efficient. Having this alternative to calling is great; while connecting with a person on the phone is usually swift, the chat function provides an additional, convenient option. Sending pictures through the chat has proven to be extremely helpful.”
The quick key audit process and constant communication between the KeyNest Team and the KeyNest Points staff further enhance the overall customer service experience, according to Josef.
Integration with Hospiria
UnderTheDoormat integrated KeyNest with their property management system Hospiria using the available API integration, which is free to use.
“When we click a button, it generates a collection code in Hospiria which pushes a Breezeway task related to the specific check-in, and so far, it's working seamlessly and effectively.”
Universal Solution for Property Access
When asked about the potential uses of KeyNest in other businesses, Josef replies:
“I believe any property management company or business involved in property operations could benefit from KeyNest. From managing cleaning teams, and maintenance crews, or providing access for property owners and gardeners, it seems to me like KeyNest could offer a solution for anyone dealing with property access.
This is especially valuable in larger cities where flexibility and efficiency in operations are crucial. If you're seeking to save time and effort in managing access, KeyNest could be the right product for your needs.”