Review Reservation Details
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
| Section | What it shows | Use it for |
|---|---|---|
| Reservation Summary | Guest name, confirmation number, room, stay dates, last event | Get context fast |
| Guest Information | Guest list, contact info, nationality, document type | Confirm who checked in |
| Document thumbnails | ID/passport, registration card, selfie | View or download files |
| Detailed Event Log | Step-by-step events with status badges and timestamps | Find where the flow stalled |
| Override audit events | Admin name and reason for support overrides | Confirm why a step was unblocked |
| Show Details | Input/output payloads | Share exact errors with support |
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
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Open Command Center and stay on Status or Live.
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Select View Details on the reservation you want to inspect.
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If the reservation has multiple rooms, choose a room tab.
✓ The Reservation Details panel opens for that room.
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.
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.
Review guest information and documents
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In Guest Information, find the guest you are helping.
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Check Email, Phone, Nationality, and Document Type.
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Select a document thumbnail to open it.
✓ The viewer opens with Download and Open in new tab.
You may see "Passport/ID upload failed" or "Passport/ID extraction failed." These point to capture or OCR issues.
Generate a registration card (if available)
If you see Generate Registration Card Disclaimer or Regenerate Registration Card Disclaimer:
- Select the button.
- Wait for the document to finish generating.
- Open the new registration card from the thumbnail.
The button appears only when the arrival date is today or earlier.
Use the detailed event log
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Scroll to Detailed Event Log.
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Review the status badge and timestamp on each event.
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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.
- Early Check-in appears when a guest tries to check in too soon.
- PMS changed room assignment during this step appears when PMS returns a different room.
- Facial Verification Results show similarity score, thresholds, provider, and liveness.
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
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Scroll to Detailed Event Log.
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Find events tagged Override audit event.
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Open Show Details if it is available.
✓ The event summary can show Admin and Reason. ✓ The override entry confirms who unblocked the step.
Troubleshooting
Reservation Details does not load
What you see: "Error Loading Details" or a blank panel.
Fix:
- If you are on the free tier, open a reservation from the latest 20 logs. Upgrade for older history.
- Refresh the page and reopen View Details.
- Try another reservation to confirm logs are loading.
- Check your internet connection.
Registration card button is missing
What you see: No Generate Registration Card Disclaimer button.
Fix:
- Confirm the arrival date is today or earlier.
- Refresh the page and reopen View Details.
- Contact support if the button still does not appear.
Registration card will not generate
What you see: An error after selecting Generate Registration Card Disclaimer.
Fix:
- Confirm the arrival date is today or earlier.
- Ask the guest to complete their signature if missing.
- Select Generate Registration Card Disclaimer again.
Event list is empty
What you see: "No detailed events recorded."
Fix:
- Confirm the guest started check-in or check-out.
- Wait 1-2 minutes and refresh the page.
- Check the Status tab for recent activity.
Room number changed unexpectedly
What you see: The final room differs from the requested room.
Fix:
- Open Detailed Event Log and find the assign-room step.
- Check the amber PMS changed room assignment during this step warning.
- Compare Requested room with PMS returned room.
- Note Auto-assign enabled, PMS vendor, and Reservation type.
- 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:
- Refresh the panel.
- Reopen the correct room tab.
- 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