Table of contents
Introduction
The Goki App is the "Guest App" which will allow guests to:
Access their room with a SmartKey or view the PIN code
Manage and monitor their reservations
Send messages to the property
Participate in activities
Receive notifications from the property
In the Goki App, you will find the following features/information:
Property Name, description, property rules, location (Can be changed in Goki Dashboard> Settings> Basic information)
Activities ( you can create activities by going to Goki Dashboard> Activities)
Chat icon to contact the property (To disable this option contact Support)
Call reception (To disable this option contact Support)
Extend Stay (To disable this option contact support)
Reservation dates, room number, common areas (if applicable), Smartkey and PIN codes.
1. Download Goki App
The Goki App plays a crucial role in allowing guests to utilize the SmartKey and access other functionalities during their stay at your property. Therefore, it's essential to promote the App, and there are various ways to do so:
Option 1: If you are using our "Reservation detected" emails, the information about how to download the App will appear at the bottom, as shown below.
Option 2: If you are using your PMS confirmation emails or any other customised emails, you can display this information as you wish.
Option 3: Inform the guests how to download the App.
Go to the App Store/Google Play and type "Goki."
Option 4: Print a QR code, which will redirect the guests to download the Goki App.
2. Claim bookings using the Goki App
If the Goki App account is created with the same email as the booking (or if the guest already has a Goki account under the booking email), the booking will automatically be claimed and appear on the Goki App together with the SmartKey & PIN codes.
If the Goki App account is created with an email different from the reservation. The guest can claim the reservation manually by going to Goki App > Menu > Find Booking > Enter confirmation number, last name, and arrival date > press "Next". If the booking is found, the SmartKey and PIN codes will be assigned for the length of your stay.
Note:
SmartKey will appear on your feed, and you can press the button to open the doors.
You can see room PINs after you click "Door Codes".
Note: Companion claiming a reservation
A companion can claim the same reservation using their own Goki account, as long as the booking is for 2 or more guests.
To claim, the companion enters the confirmation number, the main guest's last name, and the arrival date — their own surname will not work.
If a verification code (OTP) is required, it is sent to the main guest's email, not the companion's. Some properties have OTP verification switched off, in which case no email/code is needed at all.
3. How to use the SmartKey?
Each guest is automatically assigned a unique SmartKey & backup PIN code for the length of their stay. Save time, lower staff overheads & improve communication with the Goki App.
Make sure you have internet and Bluetooth enabled
Take the phone in front of the lock
Click on the room's Smartkey you want to open (for example, room 200)
Once the Smartkey and the lock turn green, you will hear a motor noise and the door will open
4. How to delete a Goki Account?
In case a guest wants to delete a Goki Account, the guest should complete the following steps:
Open the Goki App
Select the profile icon on the top right corner
Navigate to the "Security" section
Select "Delete Account"
Warning:
By performing this action you remove all your data permanently.
Note:
Keeping your account will make check-in easier on your next stay.
5. The Goki Web App
The Goki Web App serves as an alternative to the Goki App, providing guests with a streamlined way to access their reservation information and smart keys. This web-based application is designed to be user-friendly and accessible, ensuring a smooth experience for guests who opt not to download the Goki App.
It's a unique link that, after check-in, you will get via email together with the PIN email.
The difference between the Goki App and the Webapp is that the Webapp does not support the messaging feature.
Notes:
On Android, as the instant App doesn't support Bluetooth, guests can only use web Bluetooth or just tap on the banner to install the app.
On IOS, guests can tap on a Safari banner to open IOS Clip which shows the same reservation info, and can use their keys.
The Bluetooth API is not supported on any browser on iOS.
For a better experience and offline support, guests can open the App clip - no installation is required. or they can install the App.On other devices, guests can see the reservation info via the link.
Goki shows this URL as a QR code on the last page of the tablet Arrival or the PIN email after you check in.
As this will only show one reservation's info, guests can also share the link if they want to give access to their room to anyone else.
A claim action will be triggered if the user already has the Goki App.
What will happen when guests tap on the web app link?
With GokiAir installed, the app will open directly.
Without GokiAir:
On iPhone: The device will prompt the guest to download an App Clip the first time they try to open it, with an additional step required for subsequent openings.
On Android: The device will ask the guest to pair their Bluetooth with the lock.
6. Logging In via Reservation Link (2FA)
When a guest taps their reservation link:
If the Goki App is installed — the app opens, prompts login if needed, then starts the claim process.
If continuing on the web app — the guest is asked for a 2FA code, then shown their reservation details and remote unlock, as before.
The 2FA code is sent to the guest's email. Once entered correctly within the allowed time, the guest gets access to their reservation details. An incorrect or expired code shows an error and blocks access. After 5 failed attempts, the guest must restart the login from the beginning.
Note: Whether this 2FA/OTP step appears also depends on the "Guest OTP Verification" toggle (Goki Dashboard > Settings > Basic Information > Danger Zone), which is enabled by default for guest PIN access security. If a property has disabled it, guests continuing on the Web App skip this verification step and go straight to their reservation details.
Once verified, reopening the same link or refreshing the page will not ask for 2FA again.
7. Registering via the Reservation Confirmation Email ("Add to Goki") or (Get your Keys)
After a reservation is confirmed, guests typically receive a confirmation email containing an "Add to Goki" button or link. or if is checked in, they receive a check-in email with a " Get your keys" button. Tapping this redirects the guest to the Goki Web App in their browser, where they have two paths available:
Option A — Register with their own personal email: The guest can tap "Sign in to your account", then download the Goki App and register using their own personal email address. This creates (or logs into) a Goki account under the guest's own email, independent of whichever email is on file for the reservation. Once registered, the guest can claim the booking as described in Section 2 above.
Option B — Continue with the reservation email via OTP: If the guest does not want to register their own account, they can instead tap the verification code option. This sends an OTP to whichever email is currently on file for the reservation — this may be the guest's own email, or, for OTA bookings (e.g. Booking.com), the email address supplied by the OTA. The guest enters the OTP and can then use the Web App directly, without creating a separate Goki account.
Note: Which email receives the OTP in Option B depends entirely on what email is stored against the reservation — it is not a configurable Goki setting. If a guest specifically wants to use their own personal email instead of an OTA-provided email (for example, when the reservation only has one matching email and the OTP is sent there automatically — see Section 5 of the Goki Check-in Solution (Arrival App) article), Option A above is the way to do that — registering their own account gives them full control over which email is used going forward, rather than relying on the automatic OTP step.
Note: Whether Option B's OTP step appears at all depends on the "Guest OTP Verification" toggle (Settings > Basic Information > Danger Zone), which is enabled by default. If a property has turned this off, guests choosing to continue with the reservation email won't be asked for an OTP — they'll go straight to the Web App.
NOTE: If a guest says they have not received their 6-digit PIN by email or SMS, ask them to open their email inbox or SMS app and check for the message directly. Some devices or notification settings may prevent new OTP 6 DIGITS messages from appearing as notifications, even after the email or SMS has already been delivered.
Demo: Where the OTP code appears during claiming a reservation on the Goki app
Watch this short video showing where the OTP/PIN code appears on a guest's phone if they say they can't find it.