Check-In Blocked Fast Triage
Use this guide when the guest is at the desk and check-in cannot continue.
60-Second Triage
- Confirm you are on the correct reservation.
- Identify the blocker in the table.
- Apply the fix.
- Resume check-in.
| Blocker | What you see | Action |
|---|---|---|
| Reservation not found | Scan fails or no result | Search by confirmation number and verify arrival date (see How to Complete a Check-In) |
| Name mismatch with document | Name on reservation differs from legal ID/passport | Follow Check-In Blocked: Name Mismatch |
| Required steps incomplete | Proceed to Check-In is disabled | Complete all required steps for each guest (see How to Complete a Check-In) |
| Payment/deposit incomplete | Payment requirement still pending | Collect payment in Reservation Requirements (see How to Complete a Check-In) |
| Room status blocks check-in | "Room not ready" or no room available | Verify room assignment and status (see How to Complete a Check-In) |
| Room access not available after check-in | No keycard/PIN/code shown | Use room access troubleshooting in How to Complete a Check-In |
Name Mismatch: Do This First
- Verify the guest identity using the travel document.
- Update reservation name to legal name in PMS (or Cloudbeds edit flow).
- Confirm the update syncs to AVA.
- Continue check-in after names match.
Open the complete workflow: Check-In Blocked: Name Mismatch
Prevention for Future Shifts
Ask guests to report nickname/alias bookings before arrival: