Common Questions

Use this page for quick answers. If a live operation is blocked, go to Troubleshooting Home.

How do I check in a guest?

Open Check-ins, find the reservation, complete required guest steps, then select Proceed to Check-In. Full workflow: How to Complete a Check-In.

I cannot find a reservation. What should I do?

Search by confirmation number first, then confirm arrival date and reservation status. Incident guide: Check-In Blocked: Fast Triage.

Check-in is blocked because the name does not match the passport. What should I do?

Update the reservation to the guest's legal document name, confirm sync, then continue check-in. Use Check-In Blocked by Name Mismatch for the full process and wording.

Why can I not log in?

Check username/password format and retry, then use Login Problems.

How do I set up payments?

Go to Settings → Essentials → Payment Gateway and connect your provider. Setup guide: Payments.

How do I update room status?

Open Housekeeping or Rooms, find the room, and change its condition to Clean, Dirty, or Inspected.

A guest booked under a nickname. What should I do?

Most countries require reservation name and legal document name to match. Use Check-In Blocked by Name Mismatch for live incidents, then prevent repeats with pre-arrival reminders. Policy details: Edit Reservations and Add Notes.