How to Complete a Check-In
Most check-ins take 3-5 minutes when documents are ready. This guide describes the guest check-in experience on AVA's self-service kiosk or assisted check-in device.
This guide helps you understand and support the guest check-in process from reservation lookup to room access. Guests complete check-ins using AVA's check-in kiosk (accessed via QR code or URL) in three modes: self-service (CCI), staff-assisted (ACI), or pre-arrival.
How guests access check-in:
- Scan the QR code displayed at your property
- Visit the check-in URL you provide
- Staff can assist using the assisted check-in (ACI) interface
To manage reservations and room assignments from your staff dashboard, go to the Reservations page (home screen). This guide focuses on the guest-facing check-in experience.
This short video shows the full multi-room check-in journey from the guest perspective.
Quick Reference
| Step | Who completes it | Where it appears |
|---|---|---|
| Reservation Lookup | Guest or staff | Check In, Reservation Lookup, or Staff Access |
| Document Upload | Guest or staff | Guest Verification on each room card |
| Bulk Upload | Staff (for groups) | Upload All Documents button above room cards |
| Guest Information | Guest or staff | Guest Information → Fill |
| Signature | Guest (sometimes all guests) | Signature → Sign |
| Facial Verification | Guest (CCI or ACI, when enabled) | Facial Verification → Verify or the paired guest tablet |
| Deposit / Payment | Guest (self check-in only, when enabled) | Reservation Requirements |
| Check-In / Pre-Arrival | Guest or staff | Proceed to Check-In or Complete Pre-Arrival |
| Room Access | Staff or guest | Room Information |
Check-In Modes
| Mode | Best for | What changes |
|---|---|---|
| Pre-Arrival | Guests before arrival | No facial verification. Use Complete Pre-Arrival. AVA sends the first guest's estimated arrival time to supported PMSs. Room access is issued on arrival. |
| Self Check-In (CCI) | Guests on kiosk | Facial verification may appear. Deposit or payment can block Proceed to Check-In. |
| Assisted Check-In (ACI) | Staff-led check-in | Staff use Staff Access search. One-device ACI uses the verified staff device. Two-device ACI sends guest steps to a paired tablet. |
This short video shows the full assisted check-in (ACI) flow from the staff perspective.
Before You Start
Confirm these items:
- The reservation is active (not cancelled or no-show)
- The guest has a passport or ID ready
- The room is ready or can be assigned
- Your keycard encoder or smart lock system is online
Step-by-Step Check-In
If Guest Step Auto-Advance is on, AVA opens the next required guest step after you save. If it is off, you must select the next step manually.
1. Find the reservation
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On the Check In screen, scan the guest's passport or ID
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If scanning is not available, select Use Confirmation Number Instead
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Enter the confirmation number and select Continue
✓ You should see the reservation's room cards
Scan lookup only matches arrivals from yesterday and today. Use confirmation number for early or future arrivals.
If you use Cloudbeds, reservation lookup waits up to 20 seconds. If Cloudbeds stalls, AVA shows a service-unavailable error instead of hanging. Try the lookup again after a short wait.
If a scan lands on a cancelled or checked-out booking, AVA refreshes the name lookup and tries active matches again. If the refreshed result is still ambiguous, AVA shows the normal Multiple reservations found flow.
You may also see Verify Your Booking after scan lookup, confirmation-number lookup, or Room List document upload retries. This uses the same booking-name verification flow. If the booking was already verified, AVA keeps that result when you retry. In ACI, staff can confirm the override instead of sending guest OTP when the property enables it. See ACI Staff Override for Name Mismatch.
Verified Mews rate-included products can follow a matching room-package waiver. If AVA cannot prove the classification, it withholds the amount for staff review. When room payment collection is enabled, AVA blocks reservation lookup and routes the guest to the front desk. It does not use a stored balance or collect an unverified amount. Compare any unexpected amount with the live Mews bill before collecting payment. See Billing Review Required Before Check-In.
If you are using Assisted Check-In (ACI)
Before manual grouping, verify the kiosk staff device. Manual grouping works in ACI when the kiosk has a verified staff credential. One-device ACI uses its existing credential without starting the two-device runtime. CCI and ordinary AVA sessions cannot authorize manual grouping.
- On the welcome screen, select Check In
- Open Staff Access
- Search by guest name, reservation ID, or external booking ID
- Select the correct reservation
✓ You will see the room list
If you use OPERA, AVA searches its guest profile directory during name searches. This helps staff find active reservations when multiple guests share a name. After selecting one reservation, review Other reservations with the same guest name. Select only reservations that belong to the same arrival.
Some Mews bookings share the same external booking ID. Even when Mews reuses a family ID, AVA keeps each stay separate. Guest, room, dates, status, and totals stay on that reservation.
Group separately booked same-name reservations in ACI
Use this option when one guest has separate OPERA reservations for the same stay. It combines rooms for this ACI journey without changing the reservation family in OPERA. You do not need to enter another confirmation number manually.
Manual grouping requires a verified kiosk staff credential. This action works in one-device and two-device ACI. One-device ACI uses its existing credential without starting the two-device runtime. If needed, open Settings → Kiosk, select the kiosk row, and choose Re-verify staff device.
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Select the primary reservation in Staff Access.
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Review Other reservations with the same guest name (optional).
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Select each additional reservation that belongs to the same arrival.
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Check each selected reservation's number and stay dates.
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Select Proceed.
✓ AVA opens the combined rooms in one assisted check-in flow.
Use only reservations with the same main guest and overlapping stay dates. Do not select cancelled, no-show, checked-out, or already checked-in reservations.
| Reservation | What AVA does |
|---|---|
| Primary | Keeps its main guest as the primary guest for the check-in |
| Additional | Waives only that reservation's main guest registration |
| Additional guest updates | Adds the staying guest without overwriting the primary guest |
Select reservations only when they belong to the same guest and arrival. The manual grouping link applies only to the current ACI journey.
Staff Access only shows arrivals from yesterday and today. To find any other date, search by confirmation number.
If Opera or another PMS sends a historical business date, ACI can still complete the check-in. AVA keeps the calculated dates for diagnostics and shows manual room-access instructions. This exception does not apply to Smart Locks, Keycards, or Lockers.
If the guest completed pre-arrival
Find the reservation by confirmation number, then continue with Proceed to Check-In on arrival.
2. Review rooms and guests
Confirm each room has the correct guests. The ★ marks the main guest.
For multi-room reservations, AVA asks which room you are checking in to first. This appears on phones and small tablets in portrait mode when two or more rooms remain open.
- Review each room tile.
- Check the room number, type, confirmation number, and booked guest names.
- Select the room tile you need.
✓ AVA opens that room in the Room List.
The chooser appears before guest registration starts. After registration begins, use the room context or Change Room to correct a guest's room.
If the reservation has multiple rooms
- Select Set Your Rooms
- Move guests into the correct rooms
- Use Change Room to move a guest later
- Select I'm Done when all guests are assigned
The add-guest area shows the room that will receive the guest. For example, you may see Adding to Room 2 of 2 · Twin Deluxe.
- Confirm the room number and room type before selecting Add Guest.
- Select Wrong room? if the displayed room is incorrect.
- Choose the correct room from the room chooser.
When a room finishes, AVA announces the next room instead of changing silently. Check the Room 1 is complete or Now showing Room 2 of 2 message before continuing.
Change Room now keeps the guest you selected, even when that guest has no document uploaded yet. This prevents AVA from moving the wrong person in multi-room reservations.
Once a guest is Verified, AVA hides Change Room. Move the guest before the final verification step.
If you reopen Change Room before check-in finishes, AVA shows Room 1, Room 2, and so on. You will still see the room type below each label.
If you use Opera OHIP, AVA keeps the room you searched as the main room card after lookup.
This stays true even when Opera normalizes the family to the main confirmation.
If Opera repeats the same nameId in another room, AVA leaves that later room's guest slot empty for staff input.
This helps even when OPERA stores guest records with different internal IDs.
If you use Cloudbeds, AVA keeps the main reservation synced after room assignment. This keeps the room card accurate when Cloudbeds splits one booking into sub-reservations.
When check-in starts, AVA rechecks every assigned room. If one room is not ready, the whole family stays blocked. For Opera, AVA only accepts the room already assigned to that reservation. If Opera returns a different available room for a Dirty preassigned room, AVA keeps the original room blocked.
If one room in a multi-room booking is cancelled or checked out, AVA skips that room. You only see active room cards after lookup.
AVA blocks moving the reservation's main guest between rooms during check-in. If you need to move the main guest, update the room assignment before check-in starts.
If staff updates the room in your PMS, AVA refreshes the current room before room assignment opens. You see the latest room number and room ID, not the older check-in record. If the PMS now shows no room, AVA clears the stale local room and retries with roomless auto-assign when that setting is on.
If you use Opera OHIP, AVA keeps the charged room type unchanged when it assigns a new physical room. That keeps the folio room type stable during room changes.
Review ACI room status
In two-device Assisted Check-In (ACI), each room card shows PMS room information after reservation lookup. These room details and room actions are available only in two-device ACI. One-device ACI does not load PMS operational room data.
| Field | What it means | What you should do |
|---|---|---|
| Assigned room | The room currently assigned in your PMS | Confirm it matches the reservation |
| Room status | PMS condition and status code | Continue when the room is Clean or Inspected |
| Occupancy | Whether the PMS reports the room as Vacant or Occupied | Confirm the room is vacant before check-in |
Room conditions include Clean, Dirty, Inspected, and Out of service. The short code beside the condition comes from your PMS. If your PMS has not assigned a room, Assigned room shows Unassigned. If housekeeping data is missing, Room status and Occupancy show Unavailable.
If a room is Dirty, Out of service, or Occupied, AVA shows a readiness warning.
- Select Find ready rooms.
- Review rooms with the same room type that are vacant and ready.
- Select a room, then select Confirm.
✓ AVA updates the PMS assignment and refreshes the room information.
AVA checks the selected room again before reassignment. If the room is no longer ready, refresh the ready-room list and choose another room.
Select the refresh icon beside Assigned room after a PMS room change. AVA saves a new assignment only when the PMS returns one matching room. If the PMS returns no room or an ambiguous multi-room result, AVA keeps the stored assignment. The status fields show Unavailable until the PMS returns a clear match.
Reassign a room before check-in and before room access is issued. After either event, ask staff to update the assignment in your PMS.
If you need to add missing guests
- Select Add Guest for that room
- Upload the guest's document
- Complete their guest information
If you use Opera OHIP, AVA also updates the room guest list in Opera when you save. That keeps the added guest attached to the room after check-in.
If a guest is not present
- Select Check In Later under that guest
- When they arrive, select Check In Now to resume their steps
✓ The guest is skipped and does not block the main guest
3. Upload documents
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In the guest's Guest Verification section, select Document Upload → Upload
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Scan the guest's passport or ID
✓ The document status switches to complete and the document number appears
In ACI, saving a document does not change PMS occupancy. AVA checks occupancy when it creates or syncs a pending companion during Registration. AVA checks occupancy again before final Proceed to Check-In. If Cloudbeds rejects capacity or rate, the uploaded document remains saved. Fix the guest count or rate in Cloudbeds, then retry the blocked step.
Tip: If multiple guests are checking in, use Upload All Documents at the top of the page. See the section below for details.
If the guest switches between front and back camera, AVA updates the scan guidance automatically. This keeps the on-screen instruction matched to the active camera.
Need to confirm which IDs are allowed? See Accepted Travel Documents.
If you see a duplicate document warning
You may see "Passport Already Uploaded" or "This passport is already registered to...".
- Select Scan Another Guest's Passport to continue scanning
- Select Go to Existing Guest to review the original guest
Using Upload All Documents for multiple guests
When checking in a group, Upload All Documents lets you scan all passports in one session before saving them.
Step 1: Scan all passports
- Select Upload All Documents at the top of the room list
- Scan each guest's passport one at a time
- A progress tracker shows each passport's upload status
- If a scan fails, select Rescan passport to try again
Step 2: Review and assign
After scanning, you see a list of all passports ready to assign.
- The system suggests which guest each passport belongs to based on matching names
- If the suggestion is correct, no action is needed
- To assign a different guest, select them from the list
- To add someone new, select Create new guest
Assignment display:
- 3 or fewer guests: card-style selection buttons
- More than 3 guests: dropdown menu for compactness
Step 3: Save assignments
- Review all passport-to-guest assignments
- Select Insert Guests to save
- Any errors appear next to the affected passport
- Fix issues individually and retry if needed
Common errors:
- "Document number not detected" → rescan with better lighting
- "Already uploaded for [guest]" → assign to a different guest
- "Guest limit reached" → assign to an existing guest instead of creating new
- "Payment method is not enabled for reservations" → enable the payment method for reservation use in Opera, then retry
When Opera rejects an additional guest because of a disabled payment method, AVA shows a localized guest-safe message. Staff can still see Opera's payment-method detail in the error information. See Opera Additional Guest Payment Rejected.
Step 4: Verify the booking (only if a name differs)
If a scanned document's name does not match the reservation, AVA pauses on Insert Guests and shows a Verify Your Booking panel.
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Read the prompt: "The document name differs from this reservation."
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Check the booking email for a 4-digit verification code
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Enter the code and select Verify Code
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If the code does not arrive, select Resend Code (available after a short countdown)
✓ After the code is accepted, AVA saves the assignments automatically. You do not select Insert Guests again.
The Verify Your Booking panel appears when AVA needs extra booking confirmation. See Booking Name Verification for Partial Matches and Name Mismatch OTP Fallback. In ACI, the staff override can replace guest OTP when your property enables it. See ACI Staff Override for Name Mismatch.
4. Complete guest information
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Select Guest Information → Fill
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Confirm all fields. Required fields show a
* -
Update the Document Number if needed
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Select Save
✓ The Guest Information step shows as complete
For additional guests, the Guest Information card shows Same contact details as [main guest name] at the top. Turn it on to copy shared values that are visible in the current guest form. For child guests, AVA copies only visible fields, such as shared address or travel details. Hidden Email and Phone fields remain untouched for child guests. Copied fields stay visible and editable. Turn the option off to restore the child's values from before the copy. If the main guest has no visible shared values, AVA disables the toggle and shows a manual-entry hint.
For a manually grouped ACI reservation, AVA keeps the primary reservation's main guest unchanged. For each selected additional reservation, AVA skips only that reservation's main guest registration. Add the staying guest's document and information to that room. If you update the skipped guest's name, AVA creates an additional guest instead. Email, phone, or address-only updates remain on that guest record. This prevents the update from overwriting the primary guest.
If the guest has no phone number, AVA uses the passport nationality for the default country code. Existing phone numbers keep their saved country code.
When guests type address or travel fields, AVA biases Google Places toward the guest's nationality. If nationality is blank, AVA falls back to the hotel country.
If you see a warning under Document Number, double-check the ID. Warnings do not block check-in.
If guest information save fails
What you see: The Guest Information card shows an error state after you select Save.
Fix:
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Check the required fields and correct any invalid values.
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Open Guest Information → Fill again.
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Select Save.
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If the error returns, refresh the page and try once more.
✓ The card should return to the saved state after a successful retry.
5. Capture the signature (if required)
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Select Signature → Sign
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Capture the guest's signature
✓ The Signature step shows as complete
Note: By default, the main guest must sign. Some properties require all guests to sign.
6. Run facial verification
If Facial Verification is visible:
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Select Facial Verification → Verify
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Follow the on-screen camera prompts
✓ The Facial Verification step shows as complete
Tip: Facial verification appears in Self Check-In (CCI) or Assisted Check-In (ACI) when enabled for that mode.
Note: AVA compares the clearest face on the document first. This helps faint passport watermarks stay out of the way.
If you are using two-device ACI
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Staff send Facial Verification to the paired guest tablet.
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Ask the guest to follow the camera prompts.
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If the match fails, re-send the same facial step from the staff panel.
✓ The guest tablet reopens the camera and clears the previous mismatch state.
If the next attempt fails, use Staff override when your property allows it. See Set Up Facial Verification.
If facial verification fails
- Select Take another selfie for a clearer photo
- If it still fails, select Re-upload document and scan again
7. Collect deposit or payment (self check-in only)
If Reservation Requirements shows Deposit or Payment:
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Select Pay
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Complete the payment steps
✓ The payment requirement shows as complete
If the terminal payment already completed, AVA keeps the requirement complete on retry. Do not start a second payment unless the receipt shows a failed charge.
Note: Check-in cannot complete until all shown payments are successful.
8. Finalize the check-in
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Select Proceed to Check-In
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Wait for the progress screen to finish
✓ The room card shows the check-in completed state
Tip: During check-in, the system runs Checking Availability → Assigning Room → Generating Keys → Finalizing.
If this is a pre-arrival registration
- Complete all required steps above
- Select Complete Pre-Arrival instead of Proceed to Check-In
✓ The room is marked as pre-arrival completed. Room access is issued when the guest arrives.
If your PMS supports ETA updates, AVA sends the first guest's estimated arrival time back after pre-arrival. If your PMS does not support it, the check-in still completes normally. Opera/OHIP reservations now support this update path.
If the room is already checked in
Select Proceed to Check-In to complete remaining guests. This does not reassign the room.
9. Provide room access
After check-in, open Room Information on the room card:
- Room Number is shown at the top
- Room Access depends on your property setup
If you use Keycards:
If you use Opera with a PMS-integrated encoder, AVA waits for the confirmed key status first. Older Opera responses can omit that status. AVA then checks the saved room, key count, and validity window for up to 30 seconds. If the request still times out, retry the card from the same room.
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If you are in ACI, confirm the handover first.
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Select Retrieve Keycard to encode the card now.
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If the keycard was encoded in advance, select Already Encoded.
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Encode each card when prompted.
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If you need fewer cards, select Complete Check-In in the keycard modal
✓ If one encoder is online, AVA briefly shows Preparing keycard encoding... before encoding starts.
AVA stays on the current room until the keycard finishes encoding successfully. The next room opens after the final successful encode response marks the card as retrieved.
If the Win A Complimentary 1-Night Stay modal appears, close it first. Then select Complete Check-In.
If you use Smart Locks:
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Select Show PIN
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Share the PIN with the guest
✓ If the room access card still shows Pending or Partial success, wait for a ready status first.
If you use Lockers:
- Share the Locker Number
- Select Show Code and share the locker code
If you see a room access message instead of a code, follow the on-screen instructions.
Manage Locker Code and locker codes appear only when Settings → Room Access is set to Locker Systems. If AVA is still loading room access mode, wait and retry from the room card.
Tip: If WiFi is configured, the WiFi section shows the name and password. Room notes appear under General Information.
Room-card messages follow the guest language, even with regional codes like ko-KR.
If you are using Assisted Check-In (ACI)
After check-in, the screen shows Check-In Complete and asks the guest to return the device. If the room uses keycards, confirm the handover first. Then the keycard controls appear on the room card. Use Retrieve Keycard for new cards or Already Encoded for cards prepared in advance. In demo mode, the keycard buttons appear after handover. In multi-room stays, AVA waits for keycard success before opening the next room.
Troubleshooting
Cloudbeds reservation lookup times out
What you see: The lookup keeps spinning, then shows a timeout or service-unavailable error.
Why this happens: AVA stops waiting after 20 seconds if Cloudbeds does not answer.
Fix:
- Wait a few seconds.
- Try the lookup again.
- Confirm Cloudbeds is reachable and the reservation exists.
- Contact support if the timeout keeps happening.
Reservation not found after scan
What you see: "Reservation not found" or you are sent to the confirmation screen.
If the first match is inactive, AVA refreshes the name lookup and tries active bookings again. You may see the replacement booking without searching again.
Fix:
- Enter the confirmation number instead of scanning
- Confirm the arrival date is today or yesterday
- Check the reservation is not cancelled or no-show
Multiple reservations found
What you see: "Multiple reservations found."
Fix:
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Search by confirmation number
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In Staff Access, search by reservation ID or external booking ID
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For ACI with OPERA, search the guest's full name in Staff Access.
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Select the primary reservation, then review Other reservations with the same guest name.
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Select additional reservations only when they belong to the same arrival.
✓ Each selected reservation appears as a separate option before you continue.
Same-name reservation grouping is unavailable
What you see: You cannot select same-name reservations, or AVA rejects the grouping.
Fix:
- Confirm you are using Assisted Check-In (ACI).
- Confirm the kiosk staff device is verified.
- Search the guest's full name in Staff Access.
- Select the primary reservation first.
- Select only active reservations for the same guest and overlapping dates.
- Remove reservations already checked in, due out, cancelled, or part of another group.
If the kiosk credential is unavailable, AVA stops the grouping action locally. It does not send the grouping request to the API. Verify the kiosk device, then retry the grouping action.
Manual grouping requires a PMS connection that supports atomic multi-room check-in. Contact support if eligible OPERA reservations still cannot be grouped.
Check-in button is disabled
What you see: Proceed to Check-In shows "Complete all steps."
Check:
- All guests have Document Upload complete
- Guest Information is saved for each guest
- Signature is complete for required guests
- Facial Verification is complete (Self Check-In only)
- Deposit and Payment are complete if shown
- Missing guests are marked Check In Later or added
Room not ready or too early
What you see: "Room not ready", "No rooms available", or check-in fails after Proceed to Check-In.
Fix:
- Check room status in your PMS or Room Status
- Assign a different room if allowed
- Select Continue registration if the guest still needs to finish other rooms
- Select End session if you want to stop the current check-in
- Follow your early check-in policy
For two-device ACI, check the room card first. If it shows Dirty, Out of service, or Occupied, select Find ready rooms. If the status shows Unavailable, select the refresh icon and check your PMS connection.
When you select Continue registration, AVA keeps multi-room guests in the current Room List flow. You can finish the remaining rooms without sending everyone back to the home screen.
End session uses the same kiosk exit behavior as the top bar. It closes the current session and returns the guest to the kiosk start screen.
If you use Opera, disallowed room conditions now use the same room-not-ready flow.
If one room in a multi-room reservation is still not ready, AVA blocks the whole family. Check every assigned room in Housekeeping or your PMS before retrying.
If no room is available after check-in time, AVA queues the reservation and sends the room-not-ready emails. The room-ready email still sends later.
ACI room assignment does not refresh
What you see: The room status shows Unavailable, or the room number stays unchanged after a PMS update.
Why this happens: The PMS has not returned one clear room assignment for the reservation.
Fix:
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Confirm the room assignment in your PMS.
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In two-device ACI, select the refresh icon beside Assigned room.
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Wait for the room status and occupancy to update.
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If multiple rooms appear, keep the intended assignment in your PMS.
-
Refresh AVA again after the PMS update finishes.
✓ AVA updates the room when the PMS returns one matching assignment.
Optional offer modal blocks completion
What you see: The Win A Complimentary 1-Night Stay modal appears before Complete Check-In.
Fix:
- Close the modal
- Select Complete Check-In again
Document upload failed
What you see: "Document upload failed" or the upload stops.
Fix:
- Try scanning again with better lighting
- Select Upload Document and choose a clear photo instead
- If the issue persists, use Use Confirmation Number Instead
Document scans do not trigger a PMS occupancy update in ACI. If the document already saved, do not scan it again after a capacity or rate error. Retry Registration or final Proceed to Check-In after fixing the PMS reservation.
Cloudbeds occupancy is not bookable
What you see: Check-in stops with PMS_OCCUPANCY_NOT_BOOKABLE.
The staff error details show the attempted adult and child split.
Why this happens: Cloudbeds has no rate for that occupancy, room type, or stay. An incorrect date-of-birth classification can also create the rejected split.
In ACI, this check happens after document saving during Registration or before final check-in. If the document already saved, you do not need to upload it again.
Fix:
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Check the attempted Adults and Children counts.
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Verify guest dates of birth and Child Maximum Age in AVA.
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Check the room type, dates, and occupancy rules in Cloudbeds.
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Correct the reservation or rate plan in Cloudbeds if needed.
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Refresh AVA and retry check-in once.
✓ Continue check-in after Cloudbeds accepts the corrected occupancy.
Retrying an unavailable occupancy does not create a Cloudbeds rate. Contact support if the corrected split still fails.
Cloudbeds source tax setup needs review
What you see: Check-in stops with PMS_RATE_PRESERVATION_SOURCE_TAX_UNSUPPORTED.
You may also see that Cloudbeds occupancy was not changed.
Why this happens: AVA could not safely model the reservation source's tax or fee rules.
AVA treats this as a terminal error for the current guest-count change. It stores the source-tax marker and preserves the same guidance on later retries. Later retries do not send the same occupancy request to Cloudbeds again.
Fix:
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Do not retry the same guest-count change before reviewing the source settings.
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Open the reservation in Cloudbeds.
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Check the booking source, room type, and source tax or fee rules.
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Ask your Cloudbeds administrator to correct the unsupported source rule. This may involve mixed, non-percentage, unreadable, or multiple exclusive charges.
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Refresh AVA and retry Registration or final check-in once.
✓ Continue check-in after Cloudbeds exposes a supported source policy.
AVA stops before the Cloudbeds occupancy write. This prevents repricing when AVA cannot safely restore the booked total. Later retries preserve this instruction without sending another occupancy request.
Guest-count reconciliation required
What you see: AVA shows guest-count reconciliation guidance during guest-information save or final check-in.
The error code is PMS_GUEST_COUNT_RECONCILIATION_REQUIRED.
Why this happens: The PMS quarantined the guest-count change for manual review. Retrying the same change cannot resolve the reservation.
Fix:
- Select End session.
- Open the reservation in your PMS.
- Reconcile the guest counts and reservation totals.
- Confirm the PMS reservation is correct.
- Start a new registration in AVA.
End session is the only recovery action for this message. Do not select Continue registration or retry the quarantined change.
Bulk upload errors
What you see: Errors appear next to specific passports in Upload All Documents mode, such as:
- "Document number not detected"
- "Already uploaded for [guest name]"
- "Guest limit reached"
- "Payment method is not enabled for reservations"
Fix:
- For detection errors, select Rescan passport and scan in better lighting
- For duplicates, assign the passport to a different guest
- For guest limits, select an existing guest instead of creating a new one
- For Opera payment-method errors, enable the payment method for reservation use in Opera
- If errors persist, close the modal and use individual upload for problem passports
Verification code requested during bulk upload
What you see: Selecting Insert Guests opens a Verify Your Booking panel instead of saving. This happens when AVA finds a borderline name mismatch.
Fix:
-
Open the booking email and find the 4-digit code
-
Enter the code and select Verify Code
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If the email has not arrived, select Resend Code after the countdown ends
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If the code keeps failing, double-check you are reading the newest email
✓ AVA saves the assignments on its own once the code is accepted.
If document names differ but no verification panel shows, the name match may be too weak for this fallback. OTP Fallback for Name Mismatch or booking name verification for partial matches may also be off. See Document Checks. In ACI, check whether the staff override is enabled for your property. The override prompt replaces guest OTP when it is turned on.
Facial verification keeps failing
What you see: "Facial Verification Failed" or mismatch screen.
Fix:
- Retake the selfie in brighter lighting
- Re-upload the document if the portrait is blurry
- If the guest cannot pass, follow your manual review policy
ACI resend does not reopen the camera
What you see: You re-send the same ACI facial step, but the guest tablet keeps the old mismatch screen.
Fix:
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Confirm the staff panel still shows the correct reservation.
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Re-send Facial Verification from the staff panel.
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Wait for the guest tablet to reopen the camera.
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Ask the guest to complete the facial step again.
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If the tablet shows Pair this tablet, restore the two-device pairing first.
✓ The guest tablet should show a fresh facial-verification prompt.
Room access not showing
What you see: No code or keycard option after check-in.
Fix:
- Refresh the room card and confirm check-in is complete
- If Room Access shows Pending or Partial success, wait for it to finish.
- Go to Settings → Room Access and confirm the active room access method
- Return to check-in and open Room Information again
- Check for a Room Access error message and follow the instructions
- If access still does not appear, contact support
If Room Access returns a structured failure, AVA now shows the upstream message first.
That can include nested message or error.message text from Room Access or PMS.
You should no longer see [object Object] in this flow.
Keycard controls are hidden in ACI
What you see: You do not see Retrieve Keycard or Already Encoded after check-in.
Fix:
- Confirm the staff handover first.
- Wait for the room card to refresh.
- Select Retrieve Keycard or Already Encoded once the buttons appear.
Still Stuck?
Contact success@vouch-technologies.com if:
- ❌ A reservation cannot be found after scan or confirmation number
- ❌ Cloudbeds reservation lookup times out or shows a service error
- ❌ Check-in remains blocked after all steps are complete
- ❌ Room access does not appear after check-in
Helpful to include:
- Screenshot of the error
- Reservation confirmation number
- Guest name and arrival date
- Time the issue started