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

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Quick Reference

Section	What it shows	Use it for
Reservation Summary	Guest name, confirmation number, room, stay dates, last event	Get context fast
Payment Summary	Paid, pre-auth, direct sale, status labels, transaction ID, currency	Review payment evidence across the stay
Guest Information	Guest list, contact info, nationality, document type	Confirm who checked in
Document thumbnails	ID/passport, registration card, selfie, failed upload previews	View or download files
Unassigned Documents	Failed bulk uploads without a guest assignment	Review retained images and errors
Registration card action	Hidden for future arrivals, disabled until AVA check-in completes	Check whether you can generate the card
PMS attachment status	Delivery state for each travel document, photo, or registration card	Confirm whether the PMS received the file
Retry action	Controlled retry for an eligible failed attachment	Recover a temporary PMS delivery failure
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

Mobile layout

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

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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 or Live.

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.

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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.

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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 a document thumbnail to open it.

   ✓ The viewer opens with Download and Open in new tab. ✓ Failed upload thumbnails can still appear when AVA kept a retained lookup record.

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. Use it to inspect the upload before you ask the guest to rescan. 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.

On-prem storage fallback

If your property uses on-prem storage, AVA can still open guest documents, selfies, and registration cards here after upload. 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.

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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.

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.

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 meaning	What you should do
Waiting or processing	Wait for PMS delivery, then refresh View Details.
Completed	Verify the attachment in your PMS reservation when needed.
Failed or needs review	Read the message, fix the PMS issue, then use Retry if available.

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.

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Use the detailed event log

1. Scroll to Detailed Event Log.

2. Review the 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.
• 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.
• 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.

Review checkout billing evidence

1. Open Show Details on the checkout event.
2. Look for View Bill and Checkout Payment entries.
3. Compare timestamps if the guest retried the flow.
4. Trust the newest evidence when states differ.

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.

Use the next events to confirm whether the guest still needs CHECKIN or Room Access.

Room assignment evidence

Some reservations show room assignment before check-in only when evidence exists for that stage. If no evidence exists, AVA skips the badge and keeps the remaining pipeline unchanged.

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 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.

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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 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.

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 targeted by the upload.
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.

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.

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.

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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

Related Guides

• Command Center
• Reset a Check-In Flow
• Downloading Guest Documents