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Self Check-In Problems

This page explains what to do when a self check-in step fails, written for the guest. When a message tells you to go to the front desk, the kiosk cannot fix the problem, and staff can.

My reservation cannot be found​

The kiosk shows "Unable to find your reservation" or "No reservation found".

  1. Tap Use Confirmation Number Instead and type the full confirmation number.
  2. Try the booking website's reference if the property's number does not work.
  3. Check that your arrival date is today.

If the booking is still not found, go to the front desk.

The kiosk says multiple reservations match​

More than one booking matches your passport or the characters you entered. Type your full confirmation number so the right booking is found.

If you entered only the last few characters and they did not match, type the full number instead.

The kiosk says I am too early or my room is not ready​

Your arrival is before the property's check-in time, or no clean room is ready yet. The kiosk cannot override this.

Wait until check-in time, or go to the front desk. At some hotels, you get an email when your room is ready.

My passport or ID will not scan​

The kiosk shows "Passport or ID upload failed", or says it could not read your name, document number or photo.

  1. Use the original document, not a photocopy or a picture on a phone screen.
  2. Remove the cover, lay the document flat, and keep your fingers off the photo.
  3. Avoid glare from lights and hold still until the scan finishes.
  4. Scan again. Some properties also let you upload a clear photo of the document.

Only local ID cards are accepted as ID cards. Foreign guests should scan a passport. If the scan keeps failing, ask the front desk.

The camera does not work​

If you see "Camera permission denied", allow camera access in your phone's browser settings, then reload the page. The screen shows the steps for your device.

If you see "The camera is unavailable", try again or ask the front desk.

The kiosk says my name does not match the booking​

The name on your passport or ID is different from the name on the reservation.

  • If the kiosk asks for the name used to make the booking, type it exactly as booked. The screen shows how many attempts remain.
  • If the kiosk asks for a verification code, check the email address used for the booking. Enter the latest 4-digit code from that email, not your booking reference.

If the booker is someone else, or you cannot access the booking email, go to the front desk.

The verification code does not work​

The 4-digit code works for 5 minutes. You can request a new code after 60 seconds. After 3 wrong codes, request a new code.

Always use the newest code. An older code stops working when a new one is sent. If you cannot receive the email, go to the front desk.

My selfie or facial verification failed​

The kiosk shows "Facial Verification Failed" or "Facial Verification Issue". Blurry photos and poor lighting are the usual causes.

  1. Face the camera directly in good, even light.
  2. Remove sunglasses, hats or masks.
  3. Tap Take another selfie.

If your document photo was blurry, tap Re-upload document and scan it again. If you decline the selfie, or it keeps failing, the front desk completes your check-in.

My payment failed​

The kiosk says the room payment, deposit, or card hold was not successful.

  1. Try again, or use a different card.
  2. If the payment terminal cannot be reached, try another payment option on screen.

If the screen says the payment is still processing, wait and do not pay again. If payment keeps failing, go to the front desk.

The kiosk says to finish payment in cash​

You chose Cash / Pay at Front Desk. Go to the front desk to pay. Staff then give you your room access.

The kiosk says my booking needs front desk review​

Some bookings cannot use self check-in. Examples are company bookings, group bookings, travel agent bookings, long stays, and bookings with special billing. The kiosk message says the booking needs review by the property.

You cannot fix this on the kiosk. Go to the front desk.

The check-in button says Complete All Steps​

At least one guest has a step left: document, details, signature, selfie or payment. Open each guest's card and finish the steps that are not marked complete.

Another guest cannot be added to my room​

The kiosk shows "Unable to add" the guest. The room may be at its guest limit, or the guest needs an ID, a nationality, or an identity review. Go to the front desk to add the guest.

Self check-in is not available​

The kiosk shows "Self check-in is not available at this property right now". Go to the front desk to check in.

The kiosk says the reservation is already checked out​

This booking has already been checked out. Go to the front desk if you think this is wrong.

The kiosk says something took longer than expected​

The kiosk lost its connection or a step timed out. Try once more.

If the message says the step could not be confirmed, ask the front desk before you try again. This avoids doing the same step, such as a payment, twice.