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Check-In Policy

Quick Setup

Set age, timing, and block rules in about 5 minutes.

This guide helps you control who can self check-in and when AVA routes guests to staff.

Where to Find It​

Settings → Check-In → Check-In Policy

Quick Reference​

SettingWhat It ControlsGuest Impact
Minimum AgeYoungest guest allowed to self check-inUnderage guests are routed to the front desk
Allow DOB EditingWhether guests can correct OCR birth datesReduces false age blocks from OCR errors
Allow Travel Document UploadAllows upload instead of live camera scanGuests can upload passport or ID images
Image Retention PolicyAuto-deletes travel document and selfie images after set daysOlder images are deleted after you save
Allowed Check-In TimeEarliest time self check-in startsEarly arrivals see a wait message
Block Pay-at-Hotel Check-inBlocks pay-at-hotel bookings with unpaid balanceGuests must complete payment with staff
Block Outstanding BalanceBlocks any reservation with a positive folio balanceGuests must settle before self check-in
Block Travel Agent Check-In (Opera)Blocks kiosk check-in for travel agent bookingsGuests are routed to the front desk
Block Routing Instructions (Opera)Blocks kiosk check-in when routing instructions existGuests are routed to the front desk
Kiosk Block Codes (Opera)Blocks kiosk check-in or checkout by routing codeGuests must use staff-assisted flow
Long Stay LimitMaximum nights allowed for self check-inLong stays require staff check-in
Room Assignment RulesAuto-assign and allowed room statusesControls room readiness and safety
Balance Settlement Before CheckoutBlocks self checkout with unpaid chargesGuests must settle before checkout

Set Guest Eligibility​

Minimum Age for Check-In​

  1. Go to Settings → Check-In → Check-In Policy.
  2. Enter a value in Minimum Age for Check-In.
  3. Click Save.

How it works:

  • The check applies to the primary guest.
  • Underage primary guests cannot self check-in.
  • AVA uses the captured Date of Birth.

Allow Guests to Edit Date of Birth​

Use Allow editing guest date of birth to control OCR corrections.

  • Enabled: Guests can fix OCR DOB errors.
  • Disabled: DOB stays locked to the scanned value.
OCR Accuracy

Allowing edits reduces false blocks when scans misread dates.

Allow Travel Document Upload​

  1. Go to Settings → Check-In → Check-In Policy.
  2. Turn Allow travel document upload on or off.
  3. Click Save.

Set Image Retention Policy​

Use Image retention policy to delete stored images after a set number of days.

Data deletion

Saving a shorter retention period deletes existing older images immediately.

  1. Go to Settings → Check-In → Check-In Policy.

  2. Turn on Travel document or Selfie.

  3. Enter retention days (1-365). Default is 180.

  4. Click Save.

  5. If prompted, type DELETE IMAGES.

  6. Click Save and apply now.

    ✓ Your retention policy is now active.

Set Check-In Time​

  1. In Allowed Check-In Time, choose your official check-in time.
  2. Click Save.

Format rules:

  • Use 24-hour format, for example 14:00.
  • Leave it empty to allow check-in anytime.

Guest experience:

  • Before check-in time → guests see the early arrival message.
  • After check-in time → guests continue if other rules allow.

Block Usage​

Use this section to block check-in or checkout when payment, folio, or Opera routing rules apply.

Block Check-in When Guest Needs To Pay At Hotel​

This block applies only when both conditions are true:

  • Reservation is pay at hotel.
  • Folio balance is greater than 0.

Block Check-in for Outstanding Balance​

When enabled, guests with positive folio balance cannot self check-in.

Require Balance Settlement Before Checkout​

When enabled, guests cannot self checkout with unpaid folio charges.

Opera Kiosk Block Controls​

These controls appear only when your PMS provider is Opera.

  1. Go to Settings → Check-In → Check-In Policy.
  2. Turn on Block Kiosk Check-In for Travel Agent Bookings if needed.
  3. Turn on Block Kiosk Check-In for Existing Routing Instructions if needed.
  4. Add routing codes under Block Kiosk Usage for Check-In Codes.
  5. Add routing codes under Block Kiosk Usage for Check-Out Codes.
  6. Click Save.

Example: Add TA to block travel agent reservations at kiosk check-in.

Housekeeping Coordination​

Prompt Housekeeping to Confirm Same-Day Checkout​

Enable this to require housekeeping confirmation before same-day room turnover finishes.

Long Stay Restrictions​

  1. Enable Block Long Stay Check-ins.
  2. Set Maximum Nights for Kiosk Check-in.
  3. Click Save.

Reservations above this limit require staff check-in.

Room Assignment Preferences​

Enable Automatic Room Assignment​

When enabled, AVA auto-assigns a room if PMS data is eligible.

Auto-Assign and Dirty Rooms

If Allow Vacant Dirty Rooms is enabled, auto-assign is disabled.

Allow Room Assignment Without Housekeeping Status​

Enable this if your PMS does not send housekeeping status.

Allowed Room Statuses​

Choose room statuses allowed for check-in:

  • Allow Vacant Inspected Rooms (recommended)
  • Allow Vacant Clean Rooms
  • Allow Vacant Dirty Rooms (emergency use)
Safety Standard

Allowing dirty rooms can create health and service risk.

Required Selection

At least one room status must be enabled for self check-in.

Troubleshooting​

Guests are blocked unexpectedly​

What you see: Valid guests are routed to the front desk.

Check:

  1. Minimum Age and DOB accuracy.
  2. Allowed Check-In Time.
  3. Pay-at-hotel and Outstanding balance rules.
  4. Long stay limit.
  5. Room status eligibility.
  6. If you use Opera, review kiosk block settings and routing codes.

Upload option is missing​

What you see: Guests only see live camera scan.

Fix:

  1. Turn on Allow travel document upload.
  2. Save and test again.

Confirmation button stays disabled​

What you see: Save and apply now is gray.

Fix:

  1. Type DELETE IMAGES exactly.
  2. Click Save and apply now.

Retention days field is gray​

What you see: You cannot edit retention days.

Fix:

  1. Turn on Travel document or Selfie.
  2. Enter the number of days.

Automatic room assignment is disabled​

What you see: Toggle is off or disabled.

Fix:

  • Ensure Allow Vacant Dirty Rooms is off.
  • Confirm your PMS sends room status updates.

Early arrival message never appears​

What you see: Guests check in early without a message.

Fix:

Opera block controls are missing​

What you see: Travel agent or routing code controls do not appear.

Fix:

  1. Confirm your PMS provider is Opera.
  2. Confirm the provider value has no extra spaces.
  3. Save settings and refresh the page.
  4. Contact support if controls are still missing.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Guests are blocked but should be eligible
  • ❌ Room assignment fails after setting updates
  • ❌ Opera kiosk block controls still do not appear

Helpful to include:

  • Screenshot of your policy settings
  • Example reservation that is blocked
  • PMS provider and property type