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Set Up Your Hotel's Basic Details

Quick Setup

Most hotels only need to set three things: Hotel Name, Country, and Timezone. This takes about 2 minutes.

Your hotel's basic details appear throughout AVA and on guest-facing documents. Getting these right ensures proper time display, regional formatting, and consistent property branding.

Go to: Settings → Essentials → Hotel Basic Details

What You'll Configure​

SettingWhat It ControlsGuests See It On
Hotel NameProperty name throughout AVACheck-in screens, emails, receipts
CountryRegional features and complianceGuest forms, nationality lists
TimezoneAll date/time displaysConfirmation times, schedules

Step-by-Step Setup​

1. Enter Your Hotel Name​

Type your hotel's official business name in the Hotel Name field.

✓ Good Examples✗ Avoid
Sunset Beach Resort & Spasunset beach (lowercase)
The Grand Hotel BangkokTest Hotel 1
Lub D SilomMy Property
Why This Matters

This name appears on registration cards, pre-arrival emails, and receipts. It should match your official registered business name.

2. Select Your Country​

  1. Click the Country dropdown
  2. Start typing your country name to search
  3. Select from the list
Timezone auto-fill

When you pick a country, Timezone may update to the most common option. Review and adjust if needed.

Country enables:

  • Region-specific guest form fields (e.g., TM30 for Thailand)
  • Appropriate nationality and occupation lists
  • Local compliance workflows
Can't find your country?

Try these variations:

  • "United States" instead of "USA"
  • "United Kingdom" instead of "UK"
  • The official country name in English

Still missing? Email success@vouch-technologies.com with your country name.

3. Choose Your Timezone​

Select the timezone matching your property's local time:

If You're InSelect
ThailandAsia/Bangkok
SingaporeAsia/Singapore
US East CoastAmerica/New_York
US West CoastAmerica/Los_Angeles
UKEurope/London
Central EuropeEurope/Paris
JapanAsia/Tokyo
Australia (Sydney)Australia/Sydney
Changing Timezone on an Active Property?

Timezone changes affect all scheduled tasks, reservation times, and reports. Coordinate with your team before changing this on a live property.

4. Save Your Changes​

  1. Click Save

  2. Wait for the green confirmation message

    ✓ "Settings saved successfully"

What Happens After Saving​

ChangeEffect
Hotel Name updatedNew name appears on all future guest documents
Country changedCountry-specific features activate immediately
Timezone changedAll time displays update across AVA

Immediately visible:

  • ✓ Hotel name in navigation bar
  • ✓ Regional date format (MM/DD or DD/MM)
  • ✓ Times in your local timezone
Check-in service sync

AVA also syncs Hotel Name, Country, and Timezone to the check-in service. This keeps guest-facing flows consistent across platforms.

Quick Kiosk Setup (Optional)​

If you're setting up a new property or test environment, use Quick Kiosk Setup to apply sensible defaults based on your Country and Timezone:

  • Minimum guest age
  • Auto check-in time
  • Base language

This lets staff test the guest flow immediately without configuring every setting manually.

Troubleshooting​

Times showing incorrectly​

What you see: Reservation times, check-in times, or reports show the wrong hour.

Fix:

  1. Go to Settings → Essentials → Hotel Basic Details
  2. Verify your Timezone selection matches your property's actual timezone
  3. Click Save
  4. Log out and log back in
  5. If still incorrect, clear your browser cache and refresh

Changes not saving​

What you see: Click Save but settings revert or nothing happens.

Check:

  • Hotel name field is not empty
  • A country is selected from the dropdown
  • No validation errors appear (red text)

If all fields are valid:

  1. Refresh the page
  2. Re-enter your changes
  3. Click Save again

If you see "Hotel context mismatch" or "Merchant ID mismatch":

  1. Refresh the page
  2. Confirm the correct hotel is selected in the top bar
  3. Make the change again, then click Save
  4. If it still fails, log out and log back in

More help: Settings Not Saving After Switching Hotels

Hotel name or timezone not updating on check-in screens​

What you see: AVA shows the new values, but check-in screens show the old ones.

Fix:

  1. Wait 1-2 minutes for sync to finish
  2. Refresh the check-in screen
  3. If it still shows old values, open Settings → Essentials → Hotel Basic Details
  4. Click Save again

If you see a save error:

  1. Try again after 2 minutes
  2. If the error returns, contact support with a screenshot

Timezone changes after selecting a country​

What you see: The Timezone field changes after you update Country.

Fix:

  1. Confirm the auto-filled Timezone is correct for your property
  2. If needed, select the correct timezone from the dropdown
  3. Click Save