FAQ about Igloohome

How to contact support?

If there is any specific question regarding the app or the lock you can reach Help Center                available inside the mobile app or Help Desk at https://support.igloohome.co/support/home

For all functional or technical questions, you can also reach out to Igloohome by using this contact information:

•  Singapore | info@igloohome.co | +65 3129 2464
•  USA | info@igloohome.co | +1 929 224 0688

Is it a 1-way or 2-way sync? What syncs with BookingSync?

It is 2-way sync between BookingSync and Igloohome. Usually, only one rental sync during the first sync. To add and manage more rentals please use Igloohome mobile app.

How long does the sync usually take?

Please be aware there is a slight delay in generating the PIN code. For example, when you issue new access and select 24 hours before the check-in for the door code to be generated in your Igloohome mobile app the PIN code for the lock will be created 24 hours before the check-in day even if the booking is made 10 days before the check-in. In this case, you need to set up your Notification delivery window in BookingSync and adjust your Early Condition field to 23 hours and Late Condition field to 0 hours. 

How to delete PIN code if the booking was canceled?

If the PIN code has been generated before the booking was canceled (notification has been sent out), the host needs to cancel it manually on the lock.

How to set up the notification in BookingSync for receiving a door key code?

It's important to use the following filters Only For Selected Rentals and Not Cancelled Bookings to make sure the notification will only be enabled for that specific rental and that you will avoid receiving the notification for all canceled last min bookings. Add Confirmed Bookings filter to receive the notifications for all confirmed bookings.

The delivery window example would be Send From 20 hours before arrival and Late Condition set to 1 hour before arrival. In your mobile app please select 24 hours for code expiration. Please note in the mobile app you can set up the time when the code has to be generated (if the code is set 24 hours before the check-in time than notification delivery window needs to be set just before 24 hours).

You can copy and paste the following HTML into your notification Edit Notification > Compose a message. The variable that is responsible for your Igloohome PIN code is: 
{{ booking.door_key_code }}

<table width="100%" border="0" cellspacing="0" cellpadding="0">
<tr>
<td class="padding-copy p">
Dear {{ guest.fullname }},<br><br>
Your stay in {{ rental.city }} is approaching!
</td>
</tr>
<tr>
<td class="padding-copy p">
Here is your private door key code to access {{ rental.name }} rental:
</td>
</tr>
<tr>
<td class="items-border-top items-border-bottom">
{{ booking.door_key_code }}
</td>
</tr>
<tr>
<td class="padding-copy p">
Please note that for security reasons, this key code is valid from: 
{{ booking.start_at | date: format: "date" }} at {{booking.start_at | date: format: "time" }}
to {{ booking.end_at | date: format: "date" }} at {{booking.end_at | date: format: "time" }}.
</td>
</tr>
<tr>
<td class="padding-copy p">
We look forward to welcoming you to the {{ rental.city }}!
</td>
</tr>
</table>

Output Message: 

Dear Guest Name,
Your stay in Rental Name is approaching!

Here is your private door key code to access rental name:

XXXX

Please note that for security reasons, this key code is valid from July 22, 2018, at 12:00 to August 01, 2018 at 12:00

We look forward to welcoming you to the rental city!

How would I receive my PIN code?

The guest will receive a PIN code in the following format: Room name: 0000

I have another question

For any other questions, please refer to Igloohome's Support & Help Portal, or contact Igloohome by phone or drop a message.