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Review Reservation Details

Quick Setup

Select View Details on any reservation to see the full summary, guest documents, and event timeline. Most reviews take 2-3 minutes.

This guide helps you understand a check-in or check-out when a guest is stuck or missing documents.

Go to: Main Menu → Command Center

Quick Reference​

SectionWhat it showsUse it for
Reservation SummaryGuest name, confirmation number, room, stay dates, last eventGet context fast
Payment SummaryPaid, pre-auth, direct sale, status labels, transaction ID, currencyReview payment evidence across the stay
Guest InformationGuest list, contact info, nationality, document typeConfirm who checked in
Document thumbnailsID/passport, registration card, selfie, failed-attempt countView or download files
Unassigned DocumentsFailed bulk uploads without a guest assignmentReview retained images and errors
Registration card actionHidden for future arrivals, disabled until AVA check-in completesCheck whether you can generate the card
Placement warningSaved signature area was adjusted to fit the matched PDF pageReview or correct the signature placement
PMS attachment statusDelivery state for each travel document, photo, or registration cardConfirm whether the PMS received the file
Retry actionControlled retry for an eligible failed attachmentRecover a temporary PMS delivery failure
Detailed Event LogStep-by-step events with status, mode, and timestampsFind where the flow stalled
Override audit eventsAdmin name and reason for support overridesConfirm why a step was unblocked
Show DetailsInput/output payloadsShare exact errors with support
Mobile layout

On phones, the Reservation Summary stack switches to one column. Long values wrap inside each field, so labels stay readable.

Plan Access & Limits​

  • View Details is available for the latest 20 logs on the free tier.
  • Older history and document access require a paid plan.

Upgrade in Settings → Billing & Subscription.

Open the reservation details panel​

  1. Open Command Center and stay on Status.

  2. Select View Details on the reservation you want to inspect.

  3. If the reservation has multiple rooms, choose a room tab.

    ✓ The Reservation Details panel opens for that room.

Grouped payment summaries

Grouped reservations can show one payment summary across room tabs. AVA adds unique room-level payment evidence and keeps the total additive. If no persisted AVA payment activity exists, the summary stays blank. If currencies conflict, AVA hides the amount instead of guessing. The summary can show Pre-auth, Captured, and Direct sale labels together. If the backend omits paymentSummary, AVA shows an unavailable marker. If AVA only has explicit no-payment evidence, it shows that state instead.

Open a payment in Stripe​

When Stripe is connected, select the View payment in Stripe external-link icon. The icon appears beside payment amounts or the Transaction ID. It opens the matching connected-account payment in a new Stripe tab.

The link follows the connected Stripe Live or Test environment. AVA hides it for non-Stripe, incomplete, or ambiguous payment summaries.

Sticky modal header

The title shows the confirmation number badge when available. The Reset Check-in Flow and X button stay visible while you scroll. On narrow screens, the reset button shortens to Reset.

Need to restart check-in?

Some reservations show Reset Check-in Flow in the summary header. See Reset a Check-In Flow for the warning and reset steps.

Read the reservation summary​

Review these fields at the top of the panel:

  • Guest
  • Confirmation #
  • Room Number and Room Type
  • Overall Status
  • Stay Dates
  • Last Event

Use this summary to confirm you are viewing the correct room and stay dates. On small screens, each field stretches to full width. This gives long confirmation numbers and room types space to wrap cleanly.

Compare event modes in a mixed journey​

Open Detailed Event Log to see a mode badge beside each lifecycle event title. The badge appears before the event status code.

LabelMeaning
SelfThe action came from Self Check-In.
AssistedStaff completed the action through Assisted Check-In.
Pre-arrivalThe action came from the Pre-arrival journey.
Mode not recordedAVA could not identify the original journey.

Read the badge beside each event title. A reservation can contain more than one mode as guests move between journeys. Successful and failed room, access, document, identity, assignment, and payment events can retain their originating mode.

Checkout events retain Self Check-out or Assisted Check-out wording. This remains true when checkout events appear beside check-in events. Older events or delayed callbacks can show Mode not recorded. AVA does not infer a missing mode from the reservation summary. See Audit Trail for missing-mode guidance.

Review guest information and documents​

  1. In Guest Information, find the guest you are helping.

  2. Check Email, Phone, Nationality, and Document Type.

  3. Select the document icon you want to open.

    ✓ The viewer loads the sensitive image only after your selection. ✓ The view is recorded in the employee audit trail. ✓ Failed upload icons can still appear when AVA kept a retained lookup record.

Document privacy

Passport, selfie, and registration-card images do not load automatically. Select an icon to view one. AVA audits successful, failed, and denied view attempts.

Guest information layout

Email, phone, and date of birth use stacked labels in Guest Information. That keeps long contact details readable in narrow modal columns.

Document warning labels

You may see "Passport/ID upload failed" or "Passport/ID extraction failed." These point to capture or OCR issues.

Failed upload still visible

If extraction, staging, or a bulk commit fails, AVA can show the retained failed thumbnail here. The passport image stays available for review, even after cleanup runs. When an accepted document exists, the guest row shows one accepted tile with an N failed badge. Select the tile to open the viewer on Accepted, then switch to Failed attempt. Use the failed view to inspect the latest retained upload before asking the guest to rescan. The viewer shows the failure reason and timestamp in your hotel's timezone. It also states that the accepted document remains the one in use. If you need help finding it later, support can search by the failed filename or upload ID.

For a bulk commit failure, the retained image appears on the guest row targeted by the upload. Some verification prompts keep the upload pending instead of retaining a failed image. If AVA cannot identify one guest safely, it keeps the failed upload under Unassigned Documents. For a pre-commit sharer failure, AVA uses the guest whose record stored the image. The failure appears on the sharer's row, even when the request named the main guest. The main guest's document stage stays unchanged. Placeholder-slot failures remain under Unassigned Documents because no guest exists yet.

Review accepted and failed document attempts​

If the guest has no accepted document, AVA opens the failed attempt directly. The failed-only view has a red frame and a Failed attempt label. If several failed uploads exist, the viewer identifies the latest one as Latest of N failed attempts. AVA counts distinct upload IDs, so one upload recorded by multiple processing stages counts once. Failed-image downloads include a _failed suffix in the filename.

On-prem storage fallback

If your property uses on-prem storage, AVA can still open guest documents, selfies, and registration cards here after upload. Group-photo selfies open from their saved group-photo crop. AVA does not replace that crop with an older guest selfie. AVA resolves saved selfie references before opening the image. If the saved asset is unavailable, AVA shows an error instead of opening an older selfie. For failed passport or ID uploads, it uses the retained failed upload record when the legacy marker is missing.

Review unassigned failed documents​

Bulk uploads can fail before AVA assigns a document to a guest. Use Unassigned Documents to review these uploads.

  1. Scroll below Guest Information in Reservation Details.

  2. Find Unassigned Documents and the failed upload count.

  3. Review each Upload #, error message, and timestamp.

  4. Select the thumbnail to open the retained image.

    ✓ The viewer includes Download and Open in new tab.

When a retry assigns the document to a guest, it leaves Unassigned Documents. The thumbnail then appears on that guest's row.

Review a retained bulk commit failure​

When a bulk commit fails after staging, AVA keeps the image with the guest row targeted by the upload.

  1. Open the targeted guest row in Guest Information.

  2. Review the failed-upload thumbnail and warning message.

  3. Select the thumbnail to inspect or download the image.

  4. Open Detailed Event Log to review the failed Document Uploaded event.

    ✓ The image remains available while you investigate the commit failure.

Generate a registration card (if available)​

If you see Generate Registration Card Disclaimer or Regenerate Registration Card Disclaimer:

  1. If the card already exists, choose a Disclaimer language from the selector beside the button.
  2. Select the button.
  3. Wait for the document to finish generating.
  4. Open the new registration card from the thumbnail.

✓ AVA uses the selected language first. ✓ If you do not pick one, AVA uses the guest's stored signing language. ✓ English is the fallback when no stored language exists.

Regenerated cards use a new PMS delivery revision

When you regenerate an existing card, AVA creates a new PMS attachment delivery job. The new card is not treated as the previous delivered revision. Check the Registration Card status after generation.

Registration card timing

The button stays hidden before arrival. After arrival, it stays disabled until AVA has a guest checkinTime. PMS check-in alone does not unlock the card.

Manual check-in recovery

Use this only when AVA has not already saved a guest checkinTime. If the guest was checked in outside AVA, enter the actual check-in time first. AVA saves that time, then renders the PDF. This does not change check-in status or reservation status.

Legacy card language selection

AVA only shows languages with saved registration-card disclaimer translations. If the card has no stored signing language, choose one before you regenerate. English (fallback) is always available. If the guest already signed in another language, AVA uses that stored language first.

Saved placement warning

An existing card with an adjusted signature remains available in Reservation Details. AVA shows the amber warning when you first open the details panel. You do not need to regenerate the card before selecting Place signature manually. The placement editor uses the selected card language.

Disabled button tooltip

When the button is disabled, hover over it. You should see: "Complete check-in on AVA first. PMS check-in alone does not give AVA the actual check-in time needed for the registration card."

Review PMS attachment delivery​

AVA saves documents locally before it delivers them to your PMS. Registration card generation and storage finish before PMS delivery begins. The file can appear in AVA while PMS delivery remains pending.

  1. Open Command Center → Status.

  2. Select the reservation and choose View Details.

  3. Find the attachment status for the Travel Document, Guest Photo, or Registration Card.

  4. Read the status and message before taking action.

  5. If Retry appears, confirm the PMS connection, then select Retry.

    ✓ AVA retries only the attachment kind shown by the action. ✓ A successful retry changes that attachment to a completed state.

Status meaningWhat you should do
Waiting or processingWait for PMS delivery, then refresh View Details.
CompletedVerify the attachment in your PMS reservation when needed.
Failed or needs reviewRead the message, fix the PMS issue, then use Retry if available.
Cloudbeds sub-room documents

Cloudbeds stores travel documents for sub-room guests on the parent reservation. This is expected because Cloudbeds does not accept document attachments on sub-reservation IDs.

Safe retries

Registration-card retries use the same delivery identity. Retrying does not create a second registration card in a PMS that supports idempotent delivery.

Use the detailed event log​

  1. Scroll to Detailed Event Log.

  2. Review the mode badge, status badge, and timestamp on each event.

  3. Select Show Details to view Input and Output.

    ✓ Use the payloads when you report issues to support.

Common event cues​

  • Queue Reason / Queued means the step is waiting. Details explain why.
  • Room Access Error shows a code, message, and fallback instructions.
  • Room-access failures can also show errorCode, retriable, vendor, and upstream details in Show Details.
  • Keycard timeout messages include vendor-service checks before retrying. Check the vendor server and keycard software first, then retry once. Smart-lock timeouts keep general room-access guidance.
  • Check-in v3 now preserves nested message and error.message details before falling back.
  • Early Check-in appears when a guest tries to check in too soon.
  • Room Assignment appears when AVA assigns a room before check-in finishes.
  • PMS changed room assignment during this step appears when PMS returns a different room.
  • Facial Verification Results show similarity score, thresholds, provider, and liveness.
  • Saved facial-verification events show Individual or Group photo as the source. Each newly saved group-photo match creates one event for that guest. The guest selfie thumbnail is the face crop used for that match.
  • The event title identifies the source as ID Verification · Individual selfie or ID Verification · Group photo.
  • The Capture row identifies whether the saved face came from an individual selfie or group photo.
  • The guest selfie tooltip says View selfie (cropped from group photo) for the latest successful group-photo verification.
  • A later untagged verification clears the group-photo label because its capture source is unknown.
  • Room-access encoder failures can keep faultcode:<value> visible after sanitizing the message. Use it when you compare vendor incidents.
  • The structured payload can also include errorCode, retriable, vendor, and upstream timeout or vendor code details.
  • HTTP 504 room-access timeouts stay visible as structured keycard errors, not generic external service errors.
  • PII redactions still hide emails, phone numbers, card numbers, and tokens.
  • Document-upload failures now show the guest-facing copy in Message. Open Show Details if you need the raw backend string.
  • Bulk-upload stage and commit events appear as Document Uploaded in the timeline.
  • Document-upload events can show Name extracted from document after a successful or failed upload. Use it to confirm what AVA read before comparing the reservation name.
  • Failed ID verification entries now show a plain-language reason in Message. The raw backend error stays hidden, so the panel is easier to read.
  • Name mismatch entries now show a clean Message and a Name check comparison. Open Show Details to compare On document with On reservation. Older logs also render cleanly, even when they still store the legacy flattened message.
  • When verification fails, use Facial Verification Results for the score and threshold details.

Read companion check-in events​

When a companion checks in after the main guest, AVA names the CHECKIN event after that companion.

What you seeWhat it means
One companion nameThe event belongs to that newly arriving guest.
Several companion namesThe guests arrived together. The event is not pinned to one guest.
The main guest name after a deferred arrivalThe main guest arrived during this action.
The main guest name after a retryThe retry checked in nobody. AVA used its existing fallback.

For one newly arriving companion, the event can include that guest's identifiers. This lets AVA match the arrival time and badge to the correct guest. Older events are not renamed automatically.

Read keycard event labels​

The detailed event log describes each keycard row by its actual outcome.

LabelWhat it means
Keycard Encoded (Card N of M)A card was encoded in the current set.
Additional Keycard EncodedAn additional guest card was encoded.
Keycard Encoding Failed (Card N of M)Encoding failed for that card.
Marked as Already EncodedStaff confirmed the cards already existed.
Remaining Keycards SkippedStaff ended the step before encoding all planned cards.
Keycard Step CompletedThe keycard step completed with another successful outcome.
Keycard Step FailedThe keycard step ended without successful completion.

If the row shows No card encoded, do not assume the guest collected a card. Confirm the physical cards or re-encode them before completing handover.

When staff encode a card before confirming arriving guests, AVA can reconcile the successful encoding with the confirmed guest group from the same check-in attempt. The card event must match the room and follow the guest lookup before check-in. An explicit guest identifier always takes priority over this group matching.

AVA keeps the latest keycard outcome for that attempt. A later failed or pending attempt can replace an earlier success. A later successful attempt can restore the completed keycard status.

Shared room cards

One successful shared-room card proves room-access activity for the confirmed arrival group. It does not prove that every guest holds a separate physical card.

Review checkout billing evidence​

  1. Open Show Details on the checkout event.
  2. Look for FETCH_CHECKOUT, View Bill, Checkout Payment, and Checkout entries.
  3. For a failed FETCH_CHECKOUT, review the error code and balance details.
  4. For a failed Checkout, read the PMS reason before retrying.
  5. Check billing availability, payment-collection setting, and checkout mode.
  6. Compare timestamps if the guest retried the flow.
  7. Trust the newest evidence when states differ.

An outstanding balance or unverified billing result appears as a failed checkout lookup. An unsettled folio window can also appear as a failed Checkout event. The failed event stays linked to the reservation, including staff-selected departures. After billing passes, a successful retry appears as the newest checkout lookup result.

Review name mismatch details​

If a document name mismatch blocks check-in, the event log keeps the comparison readable.

What you see: The event message explains the mismatch without a JSON blob. The Name check panel shows the two names that were compared.

Fix:

  1. Open Show Details on the failed verification event.
  2. Read Message for the friendly reason.
  3. Compare On document with On reservation in Name check.
  4. Use those names when you explain the block to the guest or support.

Review the extracted document name​

Use this when you need to confirm what AVA read from a travel document.

  1. Open Detailed Event Log.

  2. Find the document upload event.

  3. Select Show Details.

  4. Look for Name extracted from document.

  5. Compare it with the guest name in Reservation Summary.

    ✓ Successful uploads can show the provider's raw extracted name without a mismatch error. ✓ When overwrite is enabled, Reservation Summary shows the safely normalized name saved by AVA.

Composite booking labels

AVA does not copy unrelated names from a composite booking label into the guest record. It changes the first-and-last-name split only when every reservation name token appears on the document.

Review room assignment vs. check-in​

If you see ROOM_ASSIGNMENT in the event log, AVA has assigned the room. That badge does not mean the guest has finished check-in yet. A PMS room number alone does not create this evidence.

Use the pipeline to confirm whether the guest still needs CHECKIN. Review Room Access separately for keycard encoding status.

Room assignment evidence

For a confirmed arrival with a concrete room, AVA can complete Room Assignment even when the PMS room was already occupied and no separate assignment event exists. AVA still keeps a pending status for guests who were not confirmed as arriving. It does not infer arrival for every guest in the reservation.

Read partial arrival progress​

What you see: Confirmed guests show completed assignment and keycard status, but another guest remains pending.

What it means: Staff confirmed only part of the reservation's arrival group. AVA reports progress per guest, so the reservation summary can remain partially complete.

Check:

  1. Open each guest row in the reservation summary.

  2. Confirm the completed guests have the expected room number.

  3. Check Detailed Event Log for the CHECKIN and keycard outcomes.

  4. Leave unconfirmed guests pending until staff confirm their arrival.

    ✓ The reservation can remain In Progress while confirmed guests are complete.

Do not re-encode a card only because an unconfirmed guest remains pending. Confirm the physical cards first, then encode only when another card is required.

Review PMS room mismatch warnings​

If room assignment changed in PMS, you see an amber warning in Detailed Event Log.

The warning shows:

  • Requested room
  • PMS returned room
  • Auto-assign enabled
  • PMS vendor (if available)
  • Reservation type: Sub-reservation (if applicable)

Use this warning to explain why the final room differs from the requested room.

Review override audit events​

  1. Scroll to Detailed Event Log.

  2. Find events tagged Override audit event.

  3. Open Show Details if it is available.

    ✓ The event summary can show Admin and Reason. ✓ The override entry confirms who unblocked the step.

For an ACI facial or document-verification override, the event identifies the reservation, guest, staff device, and journey session. Use the Reason and guest details to confirm the correct guest was approved.

Document-verification approval provenance stays in AVA for the local ACI journey. It is not sent to the PMS as a document-verification result.

Review ACI name-mismatch changes​

An ACI name-mismatch override can replace the booking guest with the document identity. The check-in log shows this change in a Guest details replaced by staff override card.

The card appears below Guest Information in Reservation Details. Each override shows the profile ID, time, and staff device that approved it.

  1. Open Command Center → Status.

  2. Select the reservation and choose View Details.

  3. Review the Guest details replaced by staff override card below Guest Information.

  4. Compare the Before booking details with the After scanned-document details.

  5. Check the PMS-note and old-name search badges.

    ✓ Document numbers show *** plus their last three characters. ✓ Rows appear only when at least one side has a value. ✓ Birth dates, document dates, and addresses do not appear.

The comparison can include the name, nationality, gender, document details, email, and phone. Document details include the document type, masked number, and issuing country.

The green or amber badges show whether AVA posted the before-and-after note to the PMS. They also show whether the old booking name remains searchable in Command Center.

The journal is hidden from ordinary reservation reads. You see it only in the check-in log detail view. Older overrides may show only the replaced names.

Troubleshooting​

Reservation Details does not load​

What you see: "Error Loading Details" or a blank panel.

Fix:

  1. If you are on the free tier, open a reservation from the latest 20 logs. Upgrade for older history.
  2. Refresh the page and reopen View Details.
  3. Try another reservation to confirm logs are loading.
  4. Check your internet connection.

Registration card button is missing​

What you see: No Generate Registration Card Disclaimer button.

Fix:

  1. Confirm the arrival date is today or earlier.
  2. If the guest has arrived, check whether AVA check-in is complete.
  3. Refresh the page and reopen View Details.
  4. Contact support if the button still does not appear.

Registration card button is disabled​

What you see: The button is visible, but it does not work.

Fix:

  1. Hover over the button to read the tooltip.
  2. Complete check-in on AVA first, or use the manual check-in time flow.
  3. Refresh the page after check-in finishes.
  4. Try generating the registration card again.

Registration card will not generate​

What you see: An error after selecting Generate Registration Card Disclaimer.

Fix:

  1. Confirm the arrival date is today or earlier.
  2. Ask the guest to complete their signature if missing.
  3. If the guest was checked in outside AVA, enter the actual check-in time first.
  4. Select Generate Registration Card Disclaimer again.

Registration card has a placement warning​

What you see: An amber warning appears beside the registration card in Reservation Details. The Place signature manually action is available immediately.

Why this happens: The saved signature area reached a page edge or exceeded the matched PDF page. AVA fitted the complete signature inside the page and saved the warning with the guest's card.

Fix:

  1. Open Command Center → Status and select View Details.
  2. Choose Place signature manually beside the registration card.
  3. Confirm the complete signature fits inside the page.
  4. Move or resize the signature over a blank area.
  5. Select Save corrected signature placement.

✓ The warning clears after a successful correction. ✓ Reservation Details refreshes with the corrected card.

If an earlier generation failed after you entered a manual check-in time, AVA keeps that time for this correction. The selected registration-card language also stays selected.

Generation can still stop

Missing or ambiguous labels, unsupported rotation, and invalid inputs still require manual recovery. Printed-text overlap remains nonblocking.

Registration card appears in AVA but not in the PMS​

What you see: The registration card opens in AVA, but the PMS has no attachment yet.

Fix:

  1. Open Command Center → Status → View Details for the reservation.

  2. Find the Registration Card attachment status.

  3. If it shows waiting or processing, refresh after delivery finishes.

  4. If Retry appears, fix any PMS connection error and select Retry.

  5. If the card was replaced on an on-premises server, regenerate the card before retrying.

    ✓ The latest saved card is sent after its status becomes eligible.

PMS attachment retry is unavailable​

What you see: An attachment failed, but Retry is not available.

Fix:

  1. Read the attachment message in View Details.
  2. Confirm the PMS connection is active in Settings → Essentials → PMS Integration.
  3. Refresh View Details and check the attachment status again.
  4. If the source changed, save the current document or regenerate the registration card.
  5. Contact support if the status still requires review.

Cloudbeds document is on the parent reservation​

What you see: A sub-room guest's travel document is not visible on the sub-reservation.

Why this happens: Cloudbeds accepts travel-document attachments on the parent reservation only.

Fix:

  1. Open the parent reservation in Cloudbeds.

  2. Check its attachments for the guest's travel document.

  3. In AVA, confirm the attachment status is Completed.

  4. If the status shows Failed or Needs review, read the message and select Retry when available.

    ✓ The document remains linked to the correct guest while using the Cloudbeds parent reservation.

Passport image still appears after an upload failure​

What you see: The guest shows "Passport/ID upload failed," but the thumbnail still opens.

Fix:

  1. Open the thumbnail and confirm the image is readable.
  2. Check Detailed Event Log for the extraction or staging error.
  3. If you use on-prem storage, refresh and reopen View Details before you ask for a rescan.
  4. Keep the image for investigation if it looks correct.
  5. Ask for a rescan only if the image is unreadable or wrong.
  6. If the thumbnail disappears later, ask support to search by the failed filename or upload ID.

Failed bulk upload is not under the expected guest​

What you see: A bulk upload failed, but no thumbnail appears on the expected guest row.

Fix:

  1. Refresh Command Center and reopen View Details.
  2. Confirm you opened the correct room tab for a multi-room reservation.
  3. Check the guest row where AVA stored the image. For a sharer scan, check the sharer's row even if the request named the main guest.
  4. If no guest was assigned, scroll below Guest Information and check Unassigned Documents.
  5. Open the thumbnail and note the Upload #, message, and timestamp.
  6. Contact support if the section or expected upload is missing.

Facial verification message looks technical​

What you see: The Message field mentions verification failures, but you want the guest-friendly reason.

Fix:

  1. Read the plain-language Message first.
  2. Open Facial Verification Results for similarity, threshold, provider, and liveness.
  3. Use both fields together when you explain the failure to a guest or support.
  4. If the message still looks unreadable, refresh the panel and open Show Details.

A saved selfie does not open​

What you see: You select a selfie, but the viewer reports that the image is unavailable.

Fix:

  1. Close the viewer and select the selfie again.

  2. Refresh Command Center, then reopen View Details.

  3. Confirm you opened the correct room tab for a multi-room reservation.

  4. Do not use an older selfie as a replacement for the saved verification image.

  5. Contact support with the reservation, guest, and approximate capture time.

    ✓ AVA keeps the saved verification result separate from unavailable image assets.

Event list is empty​

What you see: "No detailed events recorded."

Fix:

  1. Confirm the guest started check-in or check-out.
  2. Wait 1-2 minutes and refresh the page.
  3. Check the Status tab for recent activity.

Room assignment is complete, but check-in is not​

What you see: The event log shows ROOM_ASSIGNMENT, but the reservation still looks unfinished.

Fix:

  1. Check whether CHECKIN is also present in the event log.
  2. Complete the remaining required steps if the guest is still in flow.
  3. Refresh Status and confirm the next pending badge.
  4. Reopen View Details if the log still looks outdated.

Confirmed guest still shows pending room access​

What you see: A guest has a successful check-in, but Room Access or Room Assignment remains pending.

Fix:

  1. Refresh Command Center → Status once.

  2. Confirm the guest's room matches the encoded card's room.

  3. Review the keycard outcome in Detailed Event Log.

  4. Confirm the card was encoded during the same lookup and check-in attempt.

  5. Contact support if the status remains pending after the refresh.

    ✓ AVA should show completed status for the confirmed guest. ✓ Other unconfirmed guests can remain pending.

Room number changed unexpectedly​

What you see: The final room differs from the requested room.

Fix:

  1. Open Detailed Event Log and find the assign-room step.
  2. Check the amber PMS changed room assignment during this step warning.
  3. Compare Requested room with PMS returned room.
  4. Note Auto-assign enabled, PMS vendor, and Reservation type.
  5. Update the guest and front desk notes before key handover.

Override summary is missing​

What you see: The step changed, but no override event appears.

Fix:

  1. Refresh the panel.
  2. Reopen the correct room tab.
  3. Confirm the action was saved from Status.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Reservation Details never load after multiple refreshes
  • ❌ Registration card generation repeatedly fails
  • ❌ Event errors block guests from completing check-in/out

Helpful to include:

  • Confirmation number and room number
  • Time the issue occurred
  • Screenshot of the Reservation Details panel