Check Guest Entitlements

Quick Setup

You can scan a card in under a minute once the encoder is selected.

Use this guide when you need to check a guest's included benefits from a keycard scan. It also covers the manual lookup and the scan states you see on the page.

Go to: Entitlements

Task	Where to click	Result
Start scanning	Start scanning	The reader begins waiting for a card
Stop scanning	Stop	The loop stops and cooldown cancels
Review a match	Scan tab	Guest details and allowances appear
Find a guest by room	Look up by room	Matching reservation opens without a card tap
Find a guest by booking	Look up by confirmation number	Matching reservation opens without a card tap
Review consumption history	Activity tab	Today's redemptions appear
Manage benefit setup	Benefits tab	Benefit definitions appear, if supported
Control PMS consumption sync	Settings tab	Choose whether eligible redemptions enter PMS write-back

Start Scanning

1. Go to Entitlements.

2. Select the correct encoder.

3. Click Start scanning.

4. Tap the guest's keycard on the reader.

   ✓ The guest name, room, and included entitlements appear.

What stays on screen

If a card is removed, AVA keeps the last matched guest visible. That gives you time to finish the current redemption.

Understand Scan States

State	What you see	What it means	What to do
Ready	Ready — tap the next card at any time	The reader is waiting for a card	Scan the next guest
Cooldown	Card scanned — ready for the next card in a moment	AVA is pausing briefly after a match	Wait about 2 seconds
Paused	Scanning paused	You stopped scanning or cleared the match	Click Start scanning again
Auto-paused	Scanning paused after 3 reads without a card	AVA saw repeated no-card reads	Re-seat the card, then restart scanning
Multiple matches	Multiple reservations matched — pick the guest	More than one reservation matched the card	Choose the correct guest
Error	A red error message appears	The scan request failed	Check the reader, then try again

What the cooldown means

The next card does not start immediately after a success. Wait for the ready state before you scan another guest.

Look Up a Guest Manually

Use manual lookup when the card does not read.

1. Try Look up by room first.

2. Type or pick the room number.

3. Click Look up.

4. If needed, use Look up by confirmation number.

5. Enter the confirmation number or reservation ID.

6. Click Look up.

   ✓ The matching reservation opens without a card tap.

Starting a manual lookup stops any active card read first. The Start scanning, encoder, and candidate controls stay unavailable while the lookup runs. If several reservations match, selecting one does not restart card scanning.

If more than one reservation matches, select the correct guest from the list.

When a reservation is missing from the daily snapshot, AVA checks the PMS live. This helps newly created or recently updated reservations appear without a manual refresh.

Scan and lookup freshness

Manual lookups can use a live PMS check after a snapshot miss. High-frequency card scans continue using the daily snapshot for stable performance.

Answer Guest Benefit Questions

Verified guests can ask the chatbot or voice assistant about included benefits. For example, they can ask whether breakfast is included today.

The assistant can explain whether a benefit is:

Guest asks	Assistant can explain
Is breakfast included?	The benefit is included or not included
Can I use it today?	Whether it is available today
When can I use it?	The next available date when provided by the PMS

An empty benefit result is a complete answer. The assistant tells the guest that the benefit is not included. It does not treat an empty list as missing information.

The assistant uses the guest's verified stay automatically. Guests do not need to provide a reservation number or room number in the question. The answer shows benefit details, not staff-only redemption or billing information.

Check Grouped Reservations

AVA groups linked reservations for the same room into one result. The result shows booked occupancy when the PMS provides it. It also labels guests as Primary, Sharer, Accompany, or Guest. For Opera sharer pairs, AVA keeps both guests in one room result. This works even when the PMS returns them on different reservation-list pages.

AVA selects the highest linked allowance. The Primary reservation wins when allowances tie. Linked allowances are never summed.

Use the roster to confirm the guest before recording a redemption. The redemption remains attached to the reservation supplying the allowance.

Unknown occupancy stays unknown

AVA does not show zero when the PMS does not provide booked occupancy.

Use Benefits

The Benefits tab shows benefit definitions for the connected PMS. You can search the catalog and manage items when your permissions allow it.

• Per guest and Per room show who receives the allowance.
• Every night and Once per stay show how often it is added.
• The following day and The same day / night show when the guest can use it.

Review Activity

The Activity tab shows today's consumption history.

New redemptions and reversals can show the signed-in staff member's profile name. AVA does not use an email address as the displayed name. Older rows remain unchanged and are not backfilled. If the profile lookup is unavailable, the row can show a generic staff label.

• Saved in Streamliner means the redemption was recorded locally.
• PMS sync pending or PMS sync retrying means AVA is still syncing.
• PMS synced means the PMS received the update.
• Ledger only means the PMS does not support sync for this item.
• PMS sync failed means you can retry, if you have permission.

Open Settings to control PMS consumption sync. The switch is off by default. Vouch still records and reports every redemption when sync is off. Earlier local-only redemptions do not backfill when you enable it.

Undo updates the visible entitlement count directly. It does not need a follow-up refresh that could interrupt active card scanning.

Troubleshooting

The next scan starts too quickly

What you see: Another guest tap replaces the current result immediately.

Fix:

1. Wait for the cooldown message to clear.
2. Do not tap the next card during the brief pause.
3. If needed, click Stop and then Start scanning again.

Scanning pauses after blank reads

What you see: The page shows Scanning paused after 3 reads without a card.

Fix:

1. Make sure the card is on the reader.
2. Check the selected encoder.
3. Click Start scanning again.

The card is not found

What you see: The card does not produce a guest match.

Fix:

1. Use Look up by room or Look up by confirmation number.
2. Confirm the reservation is active.
3. Check the PMS connection if the guest still does not appear.

A manual lookup shows an old result

What you see: A previous lookup or scan result appears after you start a newer lookup.

Fix:

1. Wait for the current lookup to finish.

2. Do not select another candidate until the lookup completes.

3. Start a new lookup using the correct room or confirmation number.

   ✓ AVA keeps the newest lookup result and ignores older responses.

A new reservation is missing from manual lookup

What you see: A new or recently updated reservation returns no benefits.

Fix:

1. Confirm the reservation is active and in-house in your PMS.

2. Repeat Look up by room or Look up by confirmation number.

3. Wait for the live lookup to finish.

4. Check the benefit again.

   ✓ AVA checks the PMS live when the reservation is missing from the daily snapshot.

If the PMS has no matching active reservation, AVA returns no benefits.

Benefits or activity look empty

What you see: The Benefits or Activity tab shows little or no data.

Fix:

1. Confirm the property has PMS entitlements enabled.
2. Check whether the reservation actually includes a benefit.
3. Refresh the page after you save PMS changes.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ The encoder never reaches the ready state
• ❌ Scanning keeps pausing after you restart it
• ❌ The wrong guest keeps appearing on the screen

Helpful to include:

• Reservation ID or room number
• Encoder name
• Screenshot of the scan banner

Related Guides

• Complete Check-In
• Manage Access Codes
• Keycard Encoder Troubleshooting