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Handling Walk-ins

Process guests who arrive without a reservation.

When Walk-ins Happen​

A walk-in is when a guest:

  • Arrives without a booking
  • Wants to book a room on the spot
  • Asks about same-day availability

Time Required: 5-10 minutes per guest

Step 1: Check Availability​

  1. Go to Operations View
  2. Click Check Availability (or use your PMS)
  3. Select:
    • Check-in date (today)
    • Check-out date
    • Number of guests
  4. View available rooms

If No Rooms Available​

  1. Apologize to the guest
  2. Suggest nearby partner hotels
  3. Offer to add them to a waitlist if cancellations occur

Step 2: Create the Reservation​

Option A: Create in PMS (Recommended)

  1. Open your PMS (Cloudbeds, Opera, Mews)
  2. Create a new reservation
  3. Wait 5 minutes for AVA to sync

Option B: Direct in AVA (if allowed)

  1. Go to Operations View
  2. Click New Reservation
  3. Enter guest details:
    • Full name
    • Email
    • Phone number
    • Check-in/out dates
    • Room type
  4. Click Create

Step 3: Collect Payment​

Before check-in, collect:

  1. Deposit or Full payment (based on your hotel policy)
  2. Process via:
    • Card terminal
    • AVA payment link (if enabled)
  3. Add payment note to reservation

Step 4: Start Check-in​

  1. Find the new reservation in Operations View → Check-ins
  2. Click Start Check-in
  3. Collect required information:
    • ID/Passport scan
    • Signature
    • Guest photo (if required)
  4. Complete the check-in process

Step 5: Assign Room and Access​

  1. Assign an available room
  2. If using smart locks:
    • Access code is generated automatically
    • Share with guest via email/SMS
  3. If using key cards:
    • Encode the card at the front desk
    • Hand to guest

Decision Points​

Guest Wants a Specific Room​

If room is available:
  → Assign requested room
  
If room is occupied:
  → Offer similar room
  → Explain availability

Guest Wants Early Check-in​

If room is ready:
  → Proceed with check-in

If room is not ready:
  → Offer to store luggage
  → Estimate ready time
  → Send notification when ready

Guest Has No ID​

If ID is required by your policy:
  → Cannot proceed with check-in
  → Guest must return with valid ID

If ID is optional:
  → Proceed with available info
  → Note in reservation

Quick Checklist​

  • Room is available
  • Reservation created (PMS or AVA)
  • Payment collected
  • Guest information captured
  • Room assigned
  • Access provided (code or keycard)
  • Guest welcomed

Tips for Walk-ins​

  • 💰 Pricing: Apply current/walk-in rates (may differ from online)
  • 📝 Documentation: Always get full contact details
  • 🔒 Verification: ID check is important for security
  • 😊 Service: Walk-ins can become loyal guests

Troubleshooting​

Reservation Not Syncing from PMS​

  1. Wait 5 minutes
  2. Click Refresh in the Operations View
  3. If still missing, create directly in AVA
  1. Verify guest email is correct
  2. Check internet connection
  3. Use manual card terminal instead