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FAQs

Mobile Keys & Check-in reduces the 'personal touch.'
With the pandemic, properties need to offer a contactless guest experience - it is no longer nice to have - it is a necessity.
But in normal peacetimes, ask yourself – how personal is the antiquated, admin-heavy check-in process anyway? It is primarily transactional, time-consuming, admin-heavy & guests don't like it!
Goki enables *MORE* meaningful connections with your guests. Imagine being able to walk a guest up to their room because you no longer need to fill out a (dull) registration card? Or obliterating reception and letting staff mingle with new arrivals in social spaces – focusing on their needs rather than ticking boxes.
Guests want convenience and the ability to curate their own stay. Goki enables guests to choose the levels of 'personal touch' they are comfortable with… For example, message reception via Goki or go down to reception, ask to extend their stay, or respond to a notification on the app… Better guest experience is about creating better options for your guests.
What's really in it for the property?
There are many advantages to using the Goki ecosystem that support our mission statement – Better stays! Streamline check-in – typically, our properties pay back the investment in hardware (from lowering operational expenses) within 6 months. 
COVID-safe – we offer a contactless guest experience from booking to opening the door!Better Guest experience – guess what? Your guests kind of expect this now! It's not just about saving your guest some time and having a friendly digital solution for your digital guests; It's about building a community around your brand… Goki is the only product in the world that makes an online community for your properties from booking, during, and after your stay… let your guests know what's on, who's going, and give them a chance to curate their own stay with you. The better the experience, the better the online ratings. 
$$$ – what could you do if you have 2/3rds of your guests on your own dedicated mobile channel? Send a shoutout to get them into your bar? Let them extend their stay (Free) or book another one of your properties? Get them to leave a review when they send you a bigger smiley emoticon 6hrs after check-in? The possibilities are only limited by your imagination… 
Guests don't want to download an app.
There is some truth to this! If you look at properties that have launched their own branded application, the download figure has been less impressive – typically below 10% take-up. App real estate is expensive, and only the essentials get the green light. Goki, however, has an average download rate of 60%+. Why? Network Effect – guests don't want to download an app every time they check in to a new property – they want one key that works at all properties.Solving Problems – Goki makes check-in as easy as ordering an Uber; Save time – simply download your keys before arrival and receive a notification when your room is ready. No more long queues after long flights and filling in paperwork just to get to your room! It's Social – because most guests download Goki – we have created a mobile platform for guests to interact and see what's on at their property. Other social applications struggle to get critical mass in specific areas (i.e., your property!), so they lose their value proposition for the guest. Web App - New technology makes it easier for guests to use their phone as their key without downloading an app. 
Mobile keys mean I need to replace all my locks!
Goki SmartDiscs connect with your existing locks in minutes and add the option of PIN and Mobile access. Your existing locks still function in precisely the same way – so you can still encode keycards for guests (if someone like my parents' check-in). Our SmartDiscs are about inexpensively upgrading your locks and turning your property into a SmartProperty.
How do you verify guest IDs before giving them access?
Goki works with your PMS to verify every user before issuing a SmartKey or PIN. After booking, there are several ways we help guests get through check-in and into their room… The endpoint of each of these processes is to issue the guest with a SmartKey once you are satisfied. 
Web check-in – just like the airlines, guests are encouraged to fill out a web-check-in form after booking as part of the booking confirmation email. This feeds verification data into the guest folio section of the PMS. If the guests don't fill out the web check-in form, then... 
Kiosk Check-in – this can be done at your property when the guest arrives. Our Kiosk finds the guest booking via their email or booking ref, scans their ID, and matches it against the guest folio details to verify ID.
Face-to-Face – Guests are only issued a SmartKey once the room is marked as clean/inspected. Some properties still like to meet the guests before allowing them access via the Goki system. In this scenario, Properties can simply issue a SmartKey/PIN instead of encoding a Keycard. 
How do we install Goki smart technology?
Our hardware is built to be easily self-installed via our online tutorial videos (see Goki Academy). This saves the property money as the task can easily be carried out by the onsite maintenance crew, rather than a few $150ph installers! For SmartDiscs, we need the details of your lock (if we don't already have it) so that we can prepare an installation video for you. This involves sending a picture of the lock mechanism to our tech team to work out the connection method. We may ask for a lock so that we can custom build an adaptor for you... we will then return the lock with the adaptor connected. For SmartLocks – we need a picture of your mortise to ensure our lock is compatible and that installation is quick and easy. 
Mobile keys aren't safe!
The communication between our SmartKey & Hardware is encrypted, secured, and cannot be intercepted. The randomized nature of the algorithm makes it far harder to hack than traditional lock systems. The Goki lock ecosystem is designed so that the 'handshake' happens regularly, so the session key keeps changing.
I have metal keys currently - how does Goki work with older locks?
For properties with metal keys – we have SmartLocks. This means you can replace your old lock with the all-in-one solution, which is appropriate for new builds where you haven't yet purchased a lock. Our SmartLocks are packed full of features.
What happens if the guest's phone runs out of battery?
Every guest is also issued with a unique PIN for the length of their stay.
In addition to this, at any time, staff can generate a new PIN for a guest using the 'Spaces' application or remotely via the Goki dashboard
Guests prefer keycards
At one of our accommodation groups, we have 1600 check-ins per day – guess how many keycards are encoded? ZERO!  Why is that?
Sustainability – the idea of removing plastic from your operation is appealing to properties from a cost-saving perspective – but it also resonates deeply with guests. Properties with a focus on sustainability are more attractive to youth travelers – with Goki, there is no need for plastic keycards, paper registration forms, or expensive encoders. 
We have PINs! – Goki is the only company in the world that has built a solution that retrofits your existing locks and offers PIN… Why is that important? To fully automate the check-in process, you need to have an option for guests who don't want to download an app. We issue a SmartKey AND PIN to every guest for the length of their stay – this means you don't have to encode keycards – significantly improving operational efficiencies for your business. 
How is Goki different from other SmartLock companies?
Goki is more than a lock. We can help your property with –More manageable payments – you can send payment requests via messaging for anything from an unpaid balance to a burger in the bar. We store the guest's credit card details to make transactions easier to achieve.  Analytics on travelers to understand guest behavior and increase sentiment rating. Easy communication tools - like direct messaging and shoutouts - directs guests to other revenue centers at your property. Revoking access for trouble makers – keeping the guest experience enjoyable for everyone.
Do I need a gateway?
Goki SmartLocks and SmartDiscs are designed to work offline without WiFi. Still, you have the option of purchasing Goki Gateways to work with your Goki devices remotely.
You cannot use another manufacturer's gateway with Goki devices unless integrated with Goki platform. You can always contact your gateway manufacturer and submit a feature request as Goki is an open API platform.
SmartLocks consume loads of power - will I be changing batteries every 2 minutes?
Actually, Bluetooth is low energy and doesn't consume more power than a standard hotel lock. Goki differs because we are the first lock company in the world to use rechargeable lithium in our locks. Lithium batteries last 6 years, and you will receive a notification if any battery is running low on power – then simply pop in one of our charging docks, and you are back in business! Rechargeable lithium is more sustainable and cost-effective, as your staff won't be throwing out AA batteries every couple of months.
If the guest has no WiFi/Data - how do they get into their room?!
Our system works using Bluetooth. As long as the guest has already downloaded Goki, they will access their SmartKey and open their room/common areas without WiFi or data.
What about privacy?
We take data protection extremely seriously. We do not data share between properties unless the traveler is going to stay at your property. And also, users should manually fill in the check-in form every time unless they have enabled profile sharing via their account on Goki app or previous check-in form they have completed. For more information, review our privacy policy.
Ok, I'm sold - when can I get set up with Goki!?
Right now! Fill in your details on this website, and you will hear back from a Goki Account Manager or reach out to our head of partnerships – Charly Garske – charly@goki.travel.
Goki Academy
These FAQs are designed to give you an overview of the system from the perspective of a property. For a more detailed explanation of the system, please visit Goki Academy.
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