KeyNest - Smart Key Exchange Reviews 1,278

I registered on KeyNest.
When we went to deposit keys (my very first time!), the system generated an error. We tried twice.
I gave up and found another solution.
Support told me later that the device was without connection.

So my most important remark is: why was KeyNest designed to completely stop functioning in case of a network failure?? I had generated my codes 3 days in advance. The system should sync and know these codes so it can keep functioning in case of network failure (both to accept keys and to give them out). Do they realize how critical it is for their system not to be working? Imagine it's 23:00 and someone is doing a late checkin after a 10 hour flight! Edit: apparently the system will allow retrieval even in the case of connection failure; not allowing drop-off is much less critical.

The error message wasn't indicating it was a network error but saying the code was wrong. That's quite misleading. Why doesn't the device know it's disconnected? The only good thing I witnessed was that the device attempted to reboot; without a message and right in the middle of interactions, but at least there's that.

Why doesn't the main system know a device isn't connected? Especially given their fragile design, this is kind of a major issue. I refreshed my web page with codes and all, and nothing was showing either.

Even online chat support was terrible. The system correctly prefills my account's email, but then the support asked me ridiculous questions like "Do I have an account". I don't understand why their system doesn't pull it up automatically, or why she wouldn't do the search herself first. It's silly to ask if I have an account instead of asking what my account is. When she finally pulled my account, she then proceeded to tell me about the code, etc., so clearly on their end either nothing was showing up as problematic. How is it that they don't know within a few seconds if a KeyNest is out of connection?

It seems to me that this was designed by complete amateurs that haven't given any thought in "what if our network is down?".

I sure hope that hosts that use them have backup solutions.

Edit: I appreciate the detailed reply. I will give KeyNest another chance.

For almost a month, I had no problems, then one fine day I received a notification that my key had been collected. I was on the verge of filing a police complaint because I did not share the pickup code with anyone, but I also suspected that any of the guests from the past might have collected my keys. I sent few messages to my incoming guest, thinking they might have collected the keys. As a result, I had to significantly discount their booking for all the hassle. Finally, I drove to the Key Nest point and was told that the key was still with them, and the 'picking up' message was due to some mix-up with the keys. Within a week, it happened again; this time, my guest informed me the key was dropped off, but my app was still showing the key as with the guest. The phone number for Key Nest location was not working, and the contact number actually said "Check your number." After raising these issues, I was told there was a delay in scanning due to rush hour. When I drove to the location, I had to get them to find my key, and finally, after they found it, I asked them to scan it as dropped off. when i sent email all i get back is their excuses. I do believe that key nest locations do not understand the importance of keys.I will start looking for alternate solution after these recent experiences and no responsibility shown in the communication.

Great customer support. Brise was very helpful

We had a very sticky situation regarding key drop off and collection. Lovely Mae, assisted and she understood my concern.
you should hire more Lovely's!

Thank you and mabuhay!

Lovely was so quick to assist me with my inquiry. Only took less than 5 minutes to answer my questions. That's great!

Brise's assistance were an absolute pleasure to work with — professional, responsive, and incredibly helpful throughout. Communication was smooth and efficient, and everything was handled promptly and with great care. It’s always reassuring to work with a team that is so organised and reliable. Highly recommended!

Lisa from client service was efficient in unlocking an emergency situation. Thanks for your support!

Quick and easy!

Got Brise today. No wasted words. Just provided a resolution to our concern. It was not resolved today, but we got assurance that the team will get back to us to help us.

I've just stated using KeyNest and really love how easy it was to chat to a person on live chat. Quick and easy to respond.

Instructions were clear. 5/5 keep it up)

AirBnB host

Absolutely DO NOT recommend. This is unbelievable. I left my apartment keys at a vendor as I am leaving the country at a store that was open 10am-1am everyday of the week. They told me they don't close.

Anyway- the person comes at 10;30pm to collect the keys the place was closed? She had to pay for a hotel for the night. Came back the next day and it was still closed, no sign on the door or anything. The customer support was absoluelty useless I talked to 5 different people on the chat.

DO NOT recommend. I also saw similar issues happening to others

It has been my first time using KeyNest service and hosting AirBnb the last few months. The service has been generally easy and convenient to use, and definitely meets a need. Telephone has gone straight to voice mail of the couple of times I did call in emergency, but support is available reasonably timely via online chat and emails. One incident occurred where mishandling caused me some trouble. After some back and forth, it was eventually resolved satisfactorily. Although the delay was less ideal, I can understand why the business had run the longer process to arrive at the resolution. I am glad KeyNest in the end comes through as a business that does care about its customers and its impact beyond. I am very happy to highly recommend this service with hand on my heart.

All went well, thank you

I wanted to share my thanks to lady name Lovely. She is always extra helpful and taking quick actions, she always resolving my issues very quick and successful.

Simone was very helpful in explaining procedures for guests to drop off keys and for me to pick the keys back up.

Brise was very accommodating and professional. She answered my questions in a prompt manner and was direct to the point.

Had a really great experience with Keynest. The service is super reliable and has allowed friends to pop in to our home and keep an eye on it while we're away. But more notably I forgot to cancel my subscription and reached out to support, expecting the usual back-and-forth, but Brise was brilliant.

They handled everything quickly and very kindly issued a courtesy refund without any hassle.

The whole interaction was friendly, professional, and genuinely helpful.

The company stuff support service is amazing and very effective. They solved all my problems in no time, and they are very friendly. I will use and recommend KeyNest forever. Thank you!

Lovely was a great help and explained everything very well.

Great experience, easy to use and when had any issue was quickly sorted