Introduction:

Latch Bookings offers a convenient way for residents to reserve rooms and resources at their property through the easy-to-use Latch App. With this feature, Property Managers have the ability to create and manage an array of bookable resources and spaces, as well as determine which require payment (via Stripe) for reservation. Additionally, Property Managers can also link bookable resources with Latch access control devices, automatically providing residents with temporary access credentials to their booked spaces for the duration of their booking.

The process is seamless, as residents can browse, book, and even pay for these resources all from within the Latch App, without the need for additional hardware. 

Creating a Bookable Resource / Space

To create a new Bookable resource/space:

1. Navigate to 'Manage Settings,' select 'Bookings,' then choose “Create Resource.”
2. Create a Booking Schedule:

   • A schedule reflects the days and hours when resources will be available for residents to book. Selecting specific days will allow those resources to be booked on only those days (Example: Monday - Friday or Saturday-Sunday).

     For each individual day, a unique schedule can be configured. Breaks in the available time slots can be added by clicking the '+' button on the right of a specific day (for example lunch breaks or other blackout periods). Selecting 'Copy to all' will copy the schedule set for the first day across all other days selected.

3. Set the time slot duration:

   • The options of 30 minutes, 1 hour, or 2 hours will divide up the time the resources are available for residents to book into smaller time slots. For example, if you choose 1 hour, the resource will be available for bookings in 1 hour increments (e.g. 8am-9am, 9am-10am, 10am-11am).

   • If you want to set a custom time slot, select "Custom." This will allow residents to book the resource for the entire duration you specify (e.g. 3pm-7pm).

4. Configure the Bookings Settings:
   • Max Time Slots: This is the total number of time slots an individual resident may book the resource/space per day. For example, if 'Max Time Slots' is set to '4' with a 30-minute time slot duration, then a resident would be able to book up to 4 slots for a 30-minute time period each (a total of 2 hours a day). 
   • Max Concurrent Bookings: This is the total number of time slots that different residents can book a resource/space at the same time. This should be used when there is more than one bookable resource/space that does not need to be uniquely identified, for example, if there are four treadmills in the gym. Setting this value to '4' would avoid having to create four individual resources that need to be tracked and managed in Latch Mission Control.
   • Furthest Booking in Advance: This is the furthest in the future a resident can book a resource/space.
5. Additional Information:
   • Any additional information or notes added here will be displayed to the resident who books this resource/space.
6. Email Notifications:
   • When enabled, all property managers will receive an email whenever this resource or space is booked by a resident and if they cancel an upcoming booking. 

Bookings with Access

In the next step, the bookable resource can be associated with specific doors if desired. This will provide automatic access credentials to users booking this space from the start to the end time of their booking, after which their access will automatically end

Associating doors with a bookable resources is done via Spaces - a new way of organizing doors within Latch Mission Control. In order to add a Space here to this bookable resource, you must first create a Space and assign doors to it. 

Creating a Space

1. Navigate to 'Manage Settings,' select 'Manage Spaces,' then choose “Create Space.”
2. Give the space an easily identifiable name, for example "Outdoor Patio"
3. Select the doors you would like to associate this this space (Note: doors can be assigned to multiple spaces)
4. Set the space as "Communal" - Only communal spaces can be associated to bookable resources
5. Click "Create space" - The space can now be added to the bookable resource!

Adding a Space to the Bookable Resource

1. On the second step of 'Create Resource' we can assign the new space under Assign Access. 
2. Click "Add Space"
3. Select the Space that we just created (Outdoor Patio)
4. Click "Add Spaces"

Paid Bookings

If you would like the resource to require payment, you'll see a 3rd and final step in the create resource flow for Setting Payment. This is an optional step - if you would like residents to book for free, you can keep the default payment type as "None". If you would like to require residents to pay for the booking during the reservation process, follow these steps:

1. Set the payment type to "One Time"
2. Input the USD amount per time slot. 
3. Set the furthest booking in advance - this is limited to 30 days in the future for paid bookings. If you would like to extend this, please reach out to us at Bookings@Latch.com. Unpaid bookings can be made up to 1 year in the future

Managing Bookings

Property Managers can view an overview of all bookings by navigating to 'Manage Settings' and choosing 'Bookings.' From this page, managers can edit/delete a resource, view Booking information in detail for a specific resource, or cancel bookings.

The overview page shows the following:

• Time Slots: This is the total number of currently active bookings happening right now.

• Time Slot Duration: This is the time slot setting configured for this resource/space.

• Total Bookings: This is the total number of Bookings made for this resource/space since it was created.

Editing or Deleting a Bookable Resource/Space: 

To edit or delete bookable resources/spaces, select a resource from the list. From there, select “Edit” in the top right and make any necessary changes or choose “Delete resource” at the bottom of the page under the Info tab for that resource/space.

Please note, if you delete a resource/space or edit the schedule, all future bookings that residents have already created for that resource/space will be canceled. Residents will be notified in the Bookings section of the Latch app and via email that their booking has been canceled. If payment was required for the booking, residents will be refunded the full amount they paid for the booking.

When editing paid resource and the price of a paid resource is updated, all existing bookings will remain the same with the price set at the time of the resident’s booking (they will not be charged or refunded an incremental fee to reflect the changed price). That said, all new bookings created after the price is changed will be at the new price.

Putting a Resource into PAUSED state 

Bookable Resources can be put on pause, which means that no new bookings can be made for that resource, but existing bookings will not be canceled and refunded. This can be used to make some changes in the near future to the bookable resources, without canceling and refunding all existing bookings (if payment is required to book the space).

Viewing Bookings for a Resource/Space:

To view the upcoming schedule for a resource/space, select it from the Bookings overview page, then select the 'Schedule' tab on that resource page

Canceling a specific booking:

To cancel a resident's booking without removing all future bookings, for example, due to required maintenance or repairs, navigate to Resource/Space from the Bookings overview page, then select the 'Schedule' tab. From there, choose the specified day and time slot you'd like to cancel and select "Revoke.” This will cancel this resident’s booking and notify them in the Latch App and if the resource required payment to book, Residents will be refunded the full amount they paid for the booking.

Refunds and Disputes

Residents can cancel their bookings up until the start time of their booking for a full refund.

You may also cancel it for them and trigger a refund through Mission Control up until the start time of the booking. This can be done by navigating to the specific booking time slot under the Schedule tab. Clicking on “Revoke” will cancel this resident’s booking and notify them in the Latch app and email. Residents will be refunded the full amount they paid for the booking to their original form of payment

After the booking has already passed, please email Bookings@Latch.com to request a resident refund if there were any issues with their booking. The ability to do this within Mission Control is coming soon.

Any disputes from a Resident and their booking should be handled between the Resident and their Property Manager, and residents should be directed to communicate with their property management directly if they would like a refund or had any other issues with their booked amenities

Creating a Stripe Payment Profile

In order to get payouts from Stripe for the proceeds from Paid Bookings (and any and all payment services offered in the future), the process of creating a connected Stripe account for your property and connecting your bank account must first be completed. This must be done by a Portfolio Manager

This is all handled via Stripe, after which you will be directed back to Latch Mission Control and your Stripe account will be connected. Any proceeds from Latch Bookings will automatically be paid out to the bank account that is connected via the Stripe account.

Instructions: 

Go to the Payments page under settings

Go to the Bookings (Previously Credit Card Payments) tab and click Create Account

You will be redirected to Stripe to complete the Stripe account creation process. Follow all of the steps of setting up the Stripe account for your property. When the process is complete, you can close the Stripe window and return back to Mission Control. 

Overview

Latch has preferred partners in the self guided tour space. Tour24 integrates fully with Latch in order to provide tours for leasing that are fully self-guided. These tours can be enabled for a model unit or all vacant units. In order to begin integrating your property or properties with Tour24, please contact Tour24 at sales@tour24now.com.

Integration Overview

When Tour24 creates a tour, they are able to use an integration with Latch in order to provide access. This application works for all devices enabled for Tour24 including Latch C1, C2, M, R and T. The prospect is provided with an embedded link in the Tour24 app that provides a single doorcode for all connected doors (i.e. ethernet/wifi/hub), and a single daily doorcode for each individual un-connected door at the property. In most cases this means that all communal doors have a single code for exactly the length of the tour, and each unit provides a daily doorcode that is only visible during the duration of the tour.

Integration Set Up

Once integration and terms have been agreed upon with Tour24, they will walk you through the set up of the integration. Once ready, they will let you know to email Latch with the names of the Keys that are to be allowlisted by Latch. Once complete, and confirmation from Latch is sent, your integration will be live and operational.

Door State Notifications (DSN) is an optional feature for the Latch R that sends notifications to property managers based on door states. Notification emails can be configured to be sent to property managers when doors are left ajar or opened without a valid credential. This is a great way to improve the security of a building without hiring additional staff. Please note that additional sensors are required for this functionality.

Door States:

• Door Ajar: When a door is left ajar, a notification email can be configured to be sent after 30, 60, or 90 seconds.
• Door Still Ajar: If the door remains ajar, an email can be configured to be sent every 5, 10, or 15 minutes.
• Door Breached: When a door is opened without a valid credential, a notification email is sent.
• Door Secure: When a door is not in the Door Secure state and the door is then closed, a Door Secure notification is sent.

Automatic Unlock and Automatic Relock:

Two additional features that are an advantage of the sensors used for DSN, are automatic unlock and relock. The Latch R can be set to automatically unlock when it detects motion on the secure side of the door, allowing egress without manual intervention like pushing a button. The Latch R can also be set to automatically relock as soon as the door has been opened, preventing additional people from entering through an unopened door.

Subscribing and Unsubscribing from Notifications:

Please contact support@latch.com to subscribe or unsubscribe from Door State Notifications.

Building management with Latch is designed to be simple, while also recognizing the different individuals and spaces you’ll need to give access to. To support a seamless experience, learn how to use the basics within Latch Mission Control - People, Keys, and Doors - which have already been introduced in “What is Latch Mission Control and what does it do?“.

1. Managing People

• People are the individuals you’re inviting to Latch and whom you plan to give access to.
  • Add, remove, and edit people in Latch Mission Control
  • Bulk import people with a CSV file

2. Managing Keys

• Group one or more doors, and set a schedule for when those doors may be unlocked. You share access with people by giving them a Key or a set of Keys.
  • Make Keys

3. Managing Doors

• Every Latch device within the building can be found in Latch Mission Control under the "Doors" menu. Use this menu to create and delete doors to match your building. Door updates help you troubleshoot Latch device issues, keep your audit trail up to date, and ensure the devices have the latest feature fixes.
  • Create a door
  • Delete a door
  • Door updates
  • Set door schedules

Maintaining your property is easy with Latch Mission Control. No matter where you are, you can remotely give access to trusted services and vendors such as handymen, view a history of who accessed your property and when, keep an eye on the battery life of Latch devices, and more, all from your web browser. 

Use Latch Mission Control for the following maintenance activities:

• Invite guests and vendors
• Issue Keycards
• Lockouts
• Unlock issues
• If a Latch device loses power
• Activity Log
• Swap out or uninstall a Latch device
• Change batteries
• Firmware Upgrades

What is a Portfolio Manager?

A Portfolio Manager may create and delete Property Managers, and they may create and delete other Portfolio Managers. A Portfolio Manager may also create, edit, delete, give, and revoke access. A Portfolio Manager can see all of the properties and all of the Portfolio Managers and Property Managers within a given portfolio.

What is a Property Manager?

A Property Manager may have access management permissions such as the ability to create, edit, and delete access, in addition to making, giving, and revoking access, but unlike Portfolio Managers they cannot create and delete other managers. A Property Manager can see all of the properties for which they are a Property Manager in any given portfolio.

How to Create A Manager

To create a Portfolio Manager or Property Manager from directly within Latch Mission Control, navigate to the top right-hand side of the home page and select the ‘Manage Settings’ dropdown menu followed by selecting 'Staff'.  

From the ‘Staff’ screen, you may select either the ‘Portfolio Managers’ or ‘Property Managers’ list. From there, select ‘Create New’ to create a contact card for your new Portfolio Manager or Property Manager.  Simply enter the person's First Name, Last Name, and Email Address, and select ‘Create’.

How to Delete A Manager

To delete a Manager from a portfolio, select the contact card you want to delete and scroll to the bottom. Select ‘Delete’. 

Some things to keep in mind about Portfolio and Property Manager contact cards at this time:

• Portfolio Managers cannot edit contact card profile information, such as First Name, Last Name, and Email Address, at this time. If you try to delete the contact card and re-create a new contact card using the same email address, then the old First Name and Last Name will still persist. If you would like to edit contact card profile information, you will need to contact Latch Customer Support to do so.
• Portfolio Managers can delete themselves from a portfolio so long as they are not the last remaining Portfolio Manager.
• The last remaining Portfolio Manager cannot be deleted. This is to ensure Latch always has at least one point of contact for a portfolio.

Here you can install and uninstall devices as needed, upgrade software, select battery life and door update properties for each manager.

On a Manager’s contact card, you will see a section for ‘Device Management’. From there, you can select ‘Add Property’ to add a property to their device management permissions.

When viewing this property, you will see at a glance the number of total devices within a property that you are giving the Manager permissions to.

Permissions to upgrade software, view battery life and perform door updates are included automatically when you add the manager to the property. The option to install and uninstall devices is the only permissions that can be manually toggled ON or OFF.

Remember that to uninstall a device, a Manager must be given key access for that device.

Say goodbye to lengthy and expensive lockouts. Doorcodes are 7 digit codes that can be used in the event of lockouts. A temporary guest day code can also be provided to regain entry if the 7 digit code is forgotten. 

Learn more about creating temporary guests.

Latch M, Latch C, and Latch C2

Property power outages

Latch M, Latch C, and Latch C2 are all battery-powered and will work as normal in the event of a property-wide power outage. Learn more about battery power.

If your M Series (Generation 2) is wired and there is an outage, the device will switch to battery power automatically. When power comes back on, it will switch back to wired power.

Loss of power

If the Latch M, Latch C, or Latch C2 lose power, during battery replacement for example, it is important that they are immediately updated. Failing to update the device after power loss may cause disruption to guest access. If the Latch C2 loses power and as a result cannot be unlocked, please refer to instructions for how to jumpstart with a Qi-compatible charger. 

Latch R

Property power outages and loss of power

Latch R requires a constant power connection in order to work. In the event of power loss, due to a property-wide outage, for example, it is important that it is immediately updated once power resumes. Failing to update the device after power loss may cause disruption to guest access and Schedules.

Fail-safe and fail-secure

It is important that the R is correctly wired and programmed in order to fail-safe (stay unlocked) or fail-secure (stay locked) in the event of power loss. Please consult your property installer for guidance.

If you are new to managing your building(s), check your email to see if you have received an invite to create your Latch ID and permissions for Latch Mission Control as either a Portfolio Manager or Property Manager. The current Property Manager overseeing your property’s Latch Manager can refer to set up other property staff as Portfolio Managers/Property Managers for more information. Once you have access to Latch Mission Control, you can add two-factor authentication to your sign in for additional account security.

Latch Mission Control runs on all modern desktops, tablets, and mobile browsers. We commit to support the latest version. The most common web browsers Chrome, Firefox, Safari and IE Edge will automatically update themselves so that you're always running the most current version. We also support IE11.

Latch App:

Resetting Password (If you are unable to log in) :

1. Open the Latch App
2. At the bottom of the Log In screen, select ‘I Forgot My Password’
3. Enter the email registered with your Latch Account
4. This will send a message including a temporary password to your Latch registered email
5. Return to the Latch App
6. Copy or enter this password into the password field (Note: the password is case sensitive)
7. If unable to log in, please repeat this process
8. Once logged in, you can change your password provided by Latch by following the Set Password procedure under ‘My Profile’ and selecting ‘Edit’

Setting a New Password

1. Open the Latch App
2. Select the ‘Settings’ Menu in the upper left
3. Select ‘My Profile’
4. In the password field under ‘My Account’, select ‘Edit’
5. Enter your current password (if you’ve recently reset your password, this will be the temporary password provided by Latch)
6. Enter your new password.  (Please ensure your password is at least 8 characters long, but no more than 1024 characters)
7. Select ‘Done’
8. You should then receive a confirmation message to your Latch registered email that your password has been reset

If you run into issues while resetting your password, or while attempting to log in, please reach out to our Support Team at support@latch.com

Latch Manager App / Latch Mission Control:

Resetting and setting your password for both the Manager App and Latch Mission Control follow the same process. If resetting or changing your password for either the Manager App, or Latch Mission Control, please follow the directions below.

Resetting Password (If you are unable to log in) :

1. Open Latch Mission Control
2. At the bottom of the Log In screen, select ‘Forgot Your Password?’
3. Enter the email registered with your Latch Manager Account
4. This will send a message including a password reset link to your Latch registered email
5. Open Email
6. Click the ‘Reset Password’ Link
7. Enter your new password . (Please ensure your password is at least 8 characters long, but no more than 1024 characters )
8. Select ‘Continue’
9. You should then receive a success prompt
10. Select ‘Great’
11. You’ll then be redirected back to  Latch Mission Control, where you should now be able to log in using your newly created password. You should now also be able to log in to the Latch Manager App using this same password

 Setting a new Password

1. Log in to the Latch Mission Control  
2. Select your name in the upper right
3. Select ‘My Account’
4. Select ‘Change Password’ under the ‘Password’ section
5. Enter your current password
6. Enter your new password
7. Select ‘Change Password’
8. You should then receive a confirmation message to your Latch Manager registered email that your password has been reset
9. You should now be able to log in to both the Latch Mission Control and the Latch Manager App using the new password

If you run into issues while resetting your password, or while attempting to log in, please reach out to our Support Team at support@latch.com

Two-factor authentication ensures that you're the only person who can access your Latch Mission Control account, even if someone knows your email and password. If you're a Portfolio Manager, you can also enforce two-factor authentication for all Portfolio and Property Managers of your portfolio to ensure everyone is protected.

Two-factor authentication applies only to Latch Manager. A Property Manager with two-factor authentication turned on in Latch Manager will not be required to provide a two-factor authentication code when logging into the Latch App.

Turning on Two-Factor Authentication for yourself

1. Navigate to your name in the top right corner of Latch Mission Control
2. Tap 'My Account'
3. Tap 'Set Up' under 'Two-Factor Authentication'
4. Enter the phone number to which you'd like us to send your authentication codes
5. Enter the authentication code sent to your phone number

Turning on Two-Factor Authentication for your Portfolio

1. First set up Two-Factor Authentication for yourself
2. Navigate to 'My Account'
3. Tap 'Security Settings' under 'Two-Factor Authentication'
4. Turn on Two Factor Authentication for your Portfolio at the bottom of the page

Turning off Two-Factor Authentication for yourself

1. You will not be able to turn off Two-Factor Authentication for yourself if it has been enforced by your Portfolio Manager. 
2. If Two-Factor Authentication is not enforced by your Portfolio Manager, navigate to your name in the top right corner of Latch Mission Control
3. Tap 'My Account'
4. Tap 'Security Settings' under 'Two-Factor Authentication'
5. Tap 'Turn Off' 

Turning off Two-Factor Authentication for your Portfolio

1. Navigate to your name in the top right corner of Latch Mission Control
2. Tap 'My Account'
3. Tap 'Security Settings' under 'Two-Factor Authentication'
4. Tap 'Turn Off' at the bottom of the page

I cannot receive the authentication code

If you've turned on Two-Factor Authentication for yourself, or your Portfolio Manager has enforced it for all Portfolio and Property Managers in your Portfolio, you will need to enter an authentication code sent to your phone, every time you attempt to login to Latch Mission Control. If you have lost your phone, or your phone number has changed before you could change it in Latch Mission Control, contact us at support@latch.com for guidance on getting into your account.

I want to change the phone number used for Two-Factor Authentication

1. Navigate to your name in the top right corner of Latch Mission Control
2. Tap 'My Account'
3. Tap 'Security Settings' under Two-Factor Authentication
4. Tap 'Change phone number'
5. Enter the authentication code sent to your existing phone number
6. Enter your new phone number
7. Enter the authentication code sent to your new phone number