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RemoteLock

Reviews of RemoteLock

2.9 (14)
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Pros

  • Very happy with the Airbnb integration. Works very well and gives me good control of guests and regular users.

  • The locks are easy to install and set up. The functionality of the locks is amazing.

  • Great experience and always quick to help if there is an issue.

  • Love, Love, Love the product. Works well with little issues.

Cons

  • We found two problems here... first, when we took locks apart to check on them, we found that some had actually cut through the wiring or come apart where they were poorly soldered.

  • Instead, we left messages, sent emails, and had responses at times when we were no longer near the properties. The other problem that we had was that the locks would stop working when winter came.

  • As a longtime customer I was on their legacy program which was reasonable priced. They have now decided to abandon that program and my fee has tripled in price.

  • The basic attitude was so sad, too bad, your one-year warranty is over. If this was on a working part, I could understand it.

Showing Most Helpful

Showing 14 of 14 reviews

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Mark C. avatar
Mark C.
Operations
Real Estate, 1-10 employees
Used the software for: 1-2 years
Overall Rating
4.0
Ease of Use
3.0
Customer Service
4.0
Features
4.0
Value for Money
4.0
Likelihood to Recommend
7/10
Reviewer Source
Source: Capterra
August 17, 2023

"Review"

Overall: Overall decent

Pros: Overall usage of reviewing all the locks

Cons: Hookup process. Took many locks to finally figure it out to a simpler process.

Reasons for Choosing RemoteLock: Price and features
Donald D.
Owner/Host
Hospitality, 1-10 employees
Used the software for: Less than 6 months
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
January 10, 2023

"Reliable, Easy to Implement and Use"

Overall: What's great about it is once you have it set up (which is simple) you literally do set it and forget it. With all the other things I need to think about and focus on each day, it is great to know that this is not one of them. It is a VITAL aspect of renting out a vacation rental home: people need access to our home reliably, every time (guests, cleaners, handymen, Owners) and yet it is not one of the mundane details you want to have to concern yourslef with.

Pros: Remotelock is very reliable. Set it up and it works - seamlessly with my Property Management System and my Cleaner Software, TurnoverBnB. I like the flexibility of the product. You can choose the length of the codes.

Cons: I have NO negatives regarding this software. It does what you expect it to do, very well.

Alternatives Considered: Operto
Reasons for Choosing RemoteLock: Remotelock had great reviews and a large customer base. It worked with reputable lock manufacturers. It had an API integration with my PMS, Uplisting, so I went with it, and I am very happy I did.
Reasons for Switching to RemoteLock: This is cleaner, more professional, and much less clunky. Punching in a code is much easer than fiddling with a lockbox and a physical key.

Vendor Response

By RemoteLock on January 11, 2023
Thank you so much, Donald, for the review! We are happy to hear that our software is doing its job and allowing you to get on with more important things. Can I use some of your comments as a review on our website? Let me know by email if possible. We like to get the word out to others that ours is a great product.
Paul S. avatar
Paul S.
President
Real Estate, 11-50 employees
Used the software for: 2+ years
Overall Rating
1.0
Ease of Use
4.0
Customer Service
1.0
Features
3.0
Value for Money
1.0
Reviewer Source
Source: Capterra
January 31, 2025

"RemoteLock - Guests and customers get locked out"

Overall: I have been a customer for several years, finally left after multiple outages went unsolved. When you call the main number for sales you only have the option to leave a message that goes unreturned.

Pros: The product works generally well, however the support department, or lack thereof is generally non existent. I could not recommend this product if dependability or reliability are important.

Cons: The product works generally well, however the support department, or lack thereof is generally non existent. I could not recommend this product if dependability or reliability are important.

Vendor Response

By RemoteLock on February 10, 2025
We’re truly sorry about your experience, Paul. Our goal is to provide the best service possible, and we clearly missed the mark. We realize you have spoken with our leadership team about this issue and although the source of the access code problems was identified, we are sorry to hear that a resolution could not be reached despite technological updates made by Schlage and RemoteLock. We thank you for your business and wish you continued success.
Jose B.
Owner
Real Estate, 1-10 employees
Used the software for: 2+ years
Overall Rating
3.0
Ease of Use
4.0
Customer Service
1.0
Features
3.0
Value for Money
3.0
Likelihood to Recommend
1/10
Reviewer Source
Source: SoftwareAdvice
December 16, 2024

"Terrible customer service"

Overall: The customer service is the worst I have experienced.

Pros: Purchase 3 locks @700$ each. One of the broke about 6 months after. The other two have been working for a little over two years.

Cons: Requires a subscription. I purchased a Schlage to replace the one that broke down and have no complaints. Best is that I don’t have to pay for a subscription.

Alternatives Considered: Yalendar
Reasons for Choosing RemoteLock: It seems like the best product on the market but the customer support is terrible

Vendor Response

By RemoteLock on February 10, 2025
Thank you, Jose, for your review. We apologize that our service did not satisfy your expectations. We take all customer feedback seriously and look forward to another chance to earn your business in the future. We apologize if the subscription nature of our software was not communicated. RemoteLock is a subscription access-centered operations platform that integrates with dozens of smart lock brands and business management software to provide a turnkey solution for busy property managers.
Ram A.
Owner
Real Estate, Self-employed
Used the software for: 1-2 years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
5/10
Reviewer Source
Source: Capterra
February 13, 2024

"Easy to use and set up"

Overall: Its so smooth as long as you know it involves an wifi lock

Pros: Easy integration on platforms and esse of set up and low fee

Cons: Actually none there is nothing that I dont like as I a tech guy it was easy for me to set up and also the integration with platform calendar to generate key code on the lock and make it ready to send to guests.

Reasons for Choosing RemoteLock: None there is no other product that I know

Vendor Response

By RemoteLock on February 21, 2024
Thank you! We appreciate your feedback.
Crystal S.
Owner
Hospitality, 11-50 employees
Used the software for: 2+ years
Overall Rating
1.0
Ease of Use
3.0
Customer Service
1.0
Features
3.0
Value for Money
1.0
Reviewer Source
Source: SoftwareAdvice
February 19, 2024

"Not worth the money. Faulty design and no customer service."

Overall: We started using RemoteLock in 2019 with our boutique motels and Airbnb properties. Over a short period of time, we grew to have 4 motels and multiple airbnb properties. We put RemoteLocks on every door. Unfortunately, we had problems with these locks, and could almost NEVER get help from customer service. In over four years, I never once had a person answer the phone when we called. Instead, we left messages, sent emails, and had responses at times when we were no longer near the properties. The other problem that we had was that the locks would stop working when winter came. We found two problems here... first, when we took locks apart to check on them, we found that some had actually cut through the wiring or come apart where they were poorly soldered. Others seem to be getting moisture inside the keypad and causing problems that way when it was freezing temp outside. We tried to get pieces replaced while still under warranty and were given an endless list of things to try...ultimately wasting time and accomplishing nothing. At this point, we have over 60 locks to run and we have moved to a different company. This company has a free app, customer service, keypads with no spacing around buttons to allow moisture in, construction that protects the wiring, and the locks themselves are about a third of the price of RemoteLocks. We wanted to love these locks and the company after spending thousands of dollars on locks, but we were never happy with the service or the product. Hopefully someone reads this and is able to make some changes to improve even ONE of these items.

Pros: I liked that I could easily add multiple doors to a single user.

Cons: Turning the handle cut through wires on some of the locks. Locks would stop working in cold weather. Locks took a while to sync with the system. You often have to wait for a "heartbeat". Customer service was terrible. Hard to get ahold of anyone and when they would eventually call back, they would walk through codes and sequences that were not available anywhere online. I kept a list of codes they had me try so that I could problem shoot on my own at times. The cost of these locks was 3-4 times as much as the ones I replaced them with. The monthly fee, which was $6 a lock for the plan I used, did not have any value. The current locks we are using have a free app. Setting these locks up was not simple. It took patience and time. Replacing broken locks during the warranty phase was not possible. Even when I did everything that was asked and the technician said it was a software/hardware problem on their end, not a single lock was replaced.

Reasons for Choosing RemoteLock: We chose RemoteLock originally because it was the only product available. Maybe it was due to Covid, or simply because that was all that was out there, but we had no other choices. There are other companies now, with better products and free monthly services. We will not go back to RemoteLock.

Vendor Response

By RemoteLock on February 28, 2024
Hi, Crystal. I'm sorry to hear about your poor experience. As a software platform, we control smart locks from a slew of different manufacturers--from high-end smart locks to more affordable ones to everything in between. But we don't manufacture locks, and therefore, have no control over the quality and many of the issues you mention above. As to getting a response from our support or customer success teams, we've been working diligently to improve that. If you ever need answers about or help with our software in the future, please reach out to (877) 544-4163 (or me personally) and we'll put you in touch with the right expert. Best of luck to you in your business endeavors.
Jennifer G.
Owner
Hospitality, 1-10 employees
Used the software for: 6-12 months
Overall Rating
1.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
1.0
Reviewer Source
Source: Capterra
November 15, 2024

"They do not last "

Overall: I feel as though I was ripped off because I had to purchase outrageously priced locks because they were intergated with my reserveration system, then for them not to last more than a year.

Pros: It was intergarated with my reserveration system, customer serviceis responsive and tries to trouble shoot.

Cons: Locks Do not last more than a year, purchased12 of their top of the line they had for $800.00 each. 1st one went out 6 months in remote lock replaced it, 6 months later another one went out no replacement and another one is starting to go out.

Vendor Response

By RemoteLock on February 10, 2025
Thank you for your feedback, Jennifer. We apologize for your experience and know you were able to communicate with our service team in greater detail. Although RemoteLock is integrated with dozens of smart lock brands, we do not manufacture any devices and have to work within the manufacturer’s warranty terms for the brands that we sell. We regret not being able to solve your issues and wish you the best.
Lisamay S.
Vacation homeowner
Hospitality, Self-employed
Used the software for: 2+ years
Overall Rating
2.0
Ease of Use
4.0
Customer Service
1.0
Features
3.0
Value for Money
3.0
Likelihood to Recommend
2/10
Reviewer Source
Source: SoftwareAdvice
December 11, 2024

"NO customer service"

Overall: Hit and miss. If they just gave a little bit of service I might be able to recommend but this is another app with no human behind it for support.

Pros: when the lock is connected and you have the app the access and process for setting up a guest is pretty straight forward and easy

Cons: when anything goes wrong, and it does, you are out in the cold. I have called their 800# for 3 days in a row with no answer. They charge my card for a year of service but after 5 mos. say I need to renew my subscription and with no customer service you are left with a useless lock.

Vendor Response

By RemoteLock on February 10, 2025
We are very sorry about your experience, Lisamay. Our goal is to provide the best service possible, and we clearly fell short of your expectations. We realize you have spoken with our service team via email about the change in our billing system which resulted in the change of your plan and the way those changes were communicated. We regret that you did not find out in a timely manner. Please know that your locks will continue to work with a single assigned code without a RemoteLock subscription. We have shared your feedback with our leadership team to ensure this doesn’t happen in the future.
Chad L. avatar
Chad L.
Co-Owner
Hospitality, 1-10 employees
Used the software for: 2+ years
Overall Rating
1.0
Ease of Use
3.0
Customer Service
1.0
Features
3.0
Value for Money
3.0
Reviewer Source
Source: Capterra
September 1, 2023

"Poor hardware & terrible customer service"

Overall: We have been using them for over 5 years as they were the best option for our budget when we started. Due to poor hardware and basically non-existent support we are looking to replace them in all 6 of our hospitality locations…

Pros: The locks can be centrally controlled and work OK with our Hotel PMS compared to cheaper solutions.

Cons: The newer locks especially are of poor quality and fail to allow access many times. We are using in a hotel situation with only 8 rooms and probably replace 8+ locks per year. The company is extremely slow to respond to issues (days not hours) and gives poor and basic advice like replace the batteries or it was user error when it is not. They basically gaslight you and don’t care about your user experience with them.

Verified Reviewer
Network Admin
Telecommunications, 201-500 employees
Used the software for: 2+ years
Overall Rating
2.0
Ease of Use
3.0
Customer Service
1.0
Features
3.0
Value for Money
3.0
Likelihood to Recommend
2/10
Reviewer Source
Source: GetApp
September 28, 2023

"Price Increased by 1000%"

Overall: Remote lock has recently changed their pricing plans, moving from yearly billing to monthly. I used to be charged about $11 per year for their service and I'm now being charged $12 per month.

Pros: Easy to setup and works most of the time.

Cons: Locks sometimes lose connection for hours. Locks only last about 3-4 years. Price increased by a lot recently.

Susan L.
Tech Coordinator
Education Management, 201-500 employees
Used the software for: 2+ years
Overall Rating
1.0
Ease of Use
5.0
Customer Service
2.0
Features
5.0
Likelihood to Recommend
2/10
Reviewer Source
Source: Capterra
May 10, 2023

"Quality Issues"

Overall: Poor customer service when issues arise. Basically they say "buy a new lock".

Pros: Love, Love, Love the product. Works well with little issues. Too bad the company support seems to have changed their customer service attitude toward having satisfied customers.

Cons: Had a quality control issue with the plastic buttons on one of our five locks. The company would not stand behind its product. The basic attitude was so sad, too bad, your one-year warranty is over. If this was on a working part, I could understand it. But this was a failure in materials. Literally, the plastic numbers bubbled. The lock was under a covered awning receiving very little morning sun. We have another lock that is not covered and gets direct afternoon sun and have had no issues with it. But a company that won't work with it's customers in an unusual situation when the product it was manufactured with had an obvious default definitely has me looking for a better company to partner with.

Reasons for Choosing RemoteLock: When we first started working with them they were very friendly and cared a lot about their customers and satisfying them. That doesn't seem to be the case anymore.

Vendor Response

By RemoteLock on May 11, 2023
Hi, Susan. I'm really sorry to hear you had a bad experience with your hardware. Smart locks are certainly not cheap, so I know this is concerning. But just to be clear. RemoteLock does not manufacture any smart locks. We provide universal access control, i.e., the software that controls a variety of popular smart locks, which are manufactured by other companies. While our support staff is very knowledgeable about the wide range of smart locks on our platform, they can't help you with warranties. That's the responsibility of the lock manufacturer. Can you tell me what brand and model of smart lock you purchased that is having issues?
Grayson K.
General Manager
Hospitality, 11-50 employees
Used the software for: 6-12 months
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
June 30, 2023

"Great Locks"

Overall: Great experience and always quick to help if there is an issue.

Pros: The locks are easy to install and set up. The functionality of the locks is amazing. You can set lick codes as last four of guests phone number and give access over the phone. If any questions arise you can immediately see when doors were opened and what codes were used.

Cons: No issues since we installed. We have been very happy with product.

Philippe P.
Co-owner
Hospitality, 1-10 employees
Used the software for: 2+ years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
4.0
Features
4.0
Value for Money
4.0
Likelihood to Recommend
9/10
Reviewer Source
Source: Capterra
June 1, 2023

"Good system. We use it on our 7 properties. "

Overall: Overall it works well. We got a few setups that required us to call customer service but got resolved quickly.

Pros: As a short term rental owner we like being able to program door codes for each of our guests. The system works very well with no issues.

Cons: There is no Zapier integration. We needed to pay a developer to program an integration with our property management system to setup the code at each reservation. It would have been much easier if there was a Zapier integration.

Reasons for Choosing RemoteLock: It was integrated with Airbnb even though we never used that integration as we use a property management system.
John W B.
Me
Hospitality, Self-employed
Used the software for: 2+ years
Overall Rating
5.0
Ease of Use
3.0
Customer Service
4.0
Features
5.0
Value for Money
2.0
Likelihood to Recommend
5/10
Reviewer Source
Source: Capterra
July 13, 2023

"Great Service But Pricing has Tripled"

Overall: Overall good product but increased pricing has me looking for alternatives.

Pros: Very happy with the Airbnb integration.Works very well and gives me good control of guests and regular users.

Cons: As a longtime customer I was on their legacy program which was reasonable priced.They have now decided to abandon that program and my fee has tripled in price.