Challenge

Hôtes en Nord, a concierge company managing Airbnb properties in Lille, used traditional key handover methods for guest arrivals. Prior to implementing Keycafe, the team relied on mechanical lockboxes or in-person key exchanges. While it got the job done, these methods were labor-intensive and limited the flexibility of check-in times for guests.

Staff were often required to travel to properties at scheduled times just to hand over keys, causing delays and stress for both team members and travelers, especially when arrival times shifted. These manual tasks consumed time and resources, created the risk of missed appointments, and made scaling operations more difficult.

The growing demand for self-check-in from travelers further amplified the need for a more streamlined, automated, and reliable key control system.

Pain Points

• Staff Time and Travel Costs: The team had to personally deliver keys to guests, wasting time and adding to labor expenses.
• Guest Experience Stress: Travelers faced delays and limited check-in windows, which negatively impacted satisfaction.
• Manual Errors and Limited Hours: Human error in lockbox code sharing and restricted access times created operational risks and customer service issues.

Solution

Hôtes en Nord discovered Keycafe through the Airbnb co-host network and quickly identified it as the ideal solution for their needs. Unlike other systems that they had tried in the past, Keycafe offered a higher degree of automation and direct integration with platforms like Airbnb.

Using two strategically placed electronic key lockers (SmartBoxes) in different neighborhoods of Lille, Hôtes en Nord created a seamless and flexible check-in experience. When cleaning teams finish preparing a property, they deposit the keys into the SmartBox. Guests then receive an automatically generated and time-sensitive code via text message once their Airbnb reservation is confirmed, allowing them to pick up keys at their convenience.

Keycafe’s Airbnb integration has been central to this transformation, generating secure, unique access codes tied to reservation times, eliminating manual intervention and enhancing security.

Hôtes en Nord’s Implementation

• Self-Service Key Pick-Up: Guests receive automated codes to collect keys 24/7 from key lockers, offering flexibility and reducing appointment coordination.
• Cleaning Team Workflow: Staff return keys to the SmartBox post-cleaning, maintaining key availability for the next guest.
• Airbnb Integration: Allowed smooth setup and automation without the need for a dedicated welcomer.

Result

The impact of Keycafe was immediate, as the Hôtes en Nord team quickly realized the benefits of automating key handoffs. Today, 96% of their 50-property portfolio operates on self-check-in, significantly reducing the need for staff travel and coordination. Only two properties still require occasional physical check-ins, for which Keycafe remains available as a backup.

Not only has the system improved operational efficiency, but it also contributed to better guest reviews by offering flexible arrival times. Above all, CEO Charles Versaille appreciates the peace of mind that Keycafe brings: “The biggest advantage for us in using Keycafé is peace of mind because it allows us to automate processes, which means we waste much less time on manual tasks such as creating and sending codes, etc. It eliminates errors, so there is no more operational stress or on-site problems when using this solution.”

The Outcome

• 96% Self-Check-In Adoption: 48 of 50 properties now use Keycafe for autonomous guest access, removing the need for in-person handovers.
• Cost and Time Savings: Staff no longer need to travel for key exchanges, saving hours of labor per week and reducing stress.
• New Business Opportunities: Inspired by Keycafe's success, the company plans to offer SmartBox rentals to local businesses needing secure key handoffs.