Step 1: Contact Your Host
Your host is the best person to help with lockouts, lost keys, lockboxes, smart locks, key fobs, or access codes.
Message your host through:
Dashboard > My Trips
Provide details about your situation, including:
Whether you're locked out or have lost your keys
Your current location
Any error messages or issues with a smart lock or keypad
Step 2: Check Your Check-In Instructions
Before contacting your host, review your check-in instructions to make sure you've followed the correct access procedure.
This may include:
Lockbox instructions
Smart lock or keypad codes
Building access codes
Key pickup locations
Step 3: Contact Vidle Housing
If you're unable to reach your host or need additional assistance, contact our Customer Experience team.
We'll work with you and your host to help resolve the issue as quickly as possible.
Lost Keys
If you've lost a physical key, notify your host immediately.
Depending on the property, replacement keys or lock changes may result in additional charges. Any applicable fees are determined by the host and outlined in the property's policies.
Our Customer Experience team is available 24/7 through live chat and the Help Center. If you're experiencing an emergency or are in immediate danger, call 911 or your local emergency services first.
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