Check-In Blocked Fast Triage

Quick Triage

Most front desk blockers are fixed in under 2 minutes.

Use this guide when the guest is at the desk and check-in cannot continue.

60-Second Triage

1. Confirm you are on the correct reservation.
2. Identify the blocker in the table.
3. Apply the fix.
4. 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)
Reservation lookup takes too long	Lookup waits, then shows a temporary service error	Wait a few minutes, refresh AVA, then retry the lookup
Reservation changed during lookup	"Reservation changed while it was being saved. Try again." appears after a verified staff lookup	Refresh the reservation, then retry the lookup once
Property is not configured	Guest or staff sees a setup-required check-in message	Ask an administrator to connect the PMS or finish property setup
Name mismatch with document	Name on reservation differs from legal ID/passport	Follow Check-In Blocked: Name Mismatch
Guest-safe reservation block	Guest sees a short localized block hint for balance, stay length, or reservation type issues	Open Command Center → View Details and read the structured reason, warning panel, and balance details
Hotel payment due	Guest sees a hotel-policy message after reservation lookup	Open Command Center → View Details, review the hotel-payment reason, then complete payment or use the front desk process
Mews billing review at lookup	Guest is sent to the front desk after reservation lookup	Review the complete Mews bill before collecting any room payment
Required steps incomplete	Proceed to Check-In is disabled	Complete all required steps for each guest (see How to Complete a Check-In)
EVA verification required	Check-in shows a retryable EVA message	Complete or retry EVA, then retry check-in. Confirm the hotel's EVA setup if EVA is unavailable.
Guest profile choice pending	Profile choice needed, Action needed, or Choose profile appears	Open Choose profile, select the correct existing profile or Create new, then continue check-in
Waived manual ACI room has no representative	Proceed to Check-In stays disabled for an additional grouped room	Ask a replacement guest in that room to complete registration and sign. AVA enables check-in after one signed replacement can represent the room.
Room Access required	A configured keycard encoder leaves the check-in incomplete	Encode the keycard, confirm Room Access shows Success, then complete 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. For an Opera component suite, check every linked room. If you use eZee, clean one matching room in Housekeeping, then refresh and retry.
Room assignment failed	Friendly room-unavailable message in the Information modal, not raw backend text	Check the PMS room assignment, clear the conflict, then retry
Opera gateway interruption	Opera room assignment takes longer, then succeeds or shows a temporary PMS-unavailable message	Wait for AVA to finish its automatic recovery before retrying
PMS unavailable during room assignment	AVA shows a temporary PMS-unavailable message after recovery attempts	Check the PMS, wait briefly, then retry once. This is not a room-readiness result.
PMS rate limit during reservation lookup, room assignment, or final check-in	AVA pauses briefly, then either continues or shows a friendly error	Wait for AVA to finish retrying. If it remains blocked, check the PMS and retry once
PMS reservation mutation is in progress	PMS_RESERVATION_MUTATION_IN_PROGRESS appears during room assignment or final check-in	Wait briefly, refresh AVA, then retry the affected step once
PMS check-in result is unclear	The first attempt appears stuck, or room assignment is blocked after the PMS may have checked the guest in	Confirm the reservation in the PMS, refresh AVA, and review the arrival decision. Retry only the affected step once; AVA keeps a completed check-in when a later PMS occupancy read fails.
Room operation is pending	"A room operation is pending. Refresh the room assignment to recover its result before continuing." appears	Do not retry the move or issue access. Refresh the room assignment, wait for the PMS-confirmed result, then continue. Contact support if it remains pending.
Shared-room guest still shows pending	One guest in an Opera room share is arrived, but another guest record remains pending	Confirm the guest is in-house in Opera, refresh AVA, then retry from the current verified staff device or reservation session
Later-arriving Opera sharer is unresolved	"Guest reservation membership is unresolved" appears after the main guest checks in	Open the sharer's own reservation in Opera, confirm it links to the in-house main reservation and remains active, refresh AVA, then retry once
Opera guest profile was replaced	"Guest reservation membership is unresolved" appears during arrival or check-in	Refresh the reservation, then retry once. AVA can rebind a retired main-guest profile when Opera confirms the replacement on that reservation.
Cloudbeds room conflict	"cannot check this reservation in until ... assigned to this room is checked out"	Check out the active stay or reassign rooms in Cloudbeds, then refresh AVA and retry
Cloudbeds shared folio loop	"Unable to find the reservation. Please try again or contact support." or Proceed with Selected Reservation returns to the same error	Refresh the reservation, then retry. If it still loops, contact support.
Cloudbeds guest country required	GUEST_COUNTRY_REQUIRED or "Nationality required"	Fill Nationality or Country of Residence before companion check-in, then retry
Cloudbeds guest identity review	GUEST_BOOKING_MATCH_REVIEW_REQUIRED or a guest-review message	Check the booking guest identity in Cloudbeds, refresh AVA, then retry once
Cloudbeds availability refusal	PMS_OCCUPANCY_UNAVAILABLE_FOR_DATES or a message asking you to change dates or choose fewer rooms	Check Cloudbeds availability, change to an available option, refresh AVA, then retry once
Cloudbeds room availability changed	A stale-availability, occupied-room, or assignment-timeout message appears during automatic room assignment	Check the current reservation occupancy and housekeeping status in Cloudbeds, refresh AVA, then retry once
Guest-count sync retry limit	Guest sees staff-assistance guidance after repeated temporary sync failures	Stop guest retries, continue with the staff process, and verify the PMS guest count
One-device ACI journey error after repeat lookup	ACI does not continue after searching for the reservation again	Repeat the lookup once from Staff Access. If it remains blocked, refresh AVA and contact support
Existing PMS group appears under another confirmation	A room-level search opens the PMS group's main confirmation	Continue with the recovered group. Do not select its already-grouped siblings again
Manual grouping shows a specific error	AVA shows a conflict or fallback message instead of "Reservation not found"	Follow the message, resolve the listed conflict, then retry. Contact support if the message remains
Out-of-date check-in screen	"This screen is out of date" or "Review who is arriving before checking in" appears	Refresh AVA, review the arrival decision, then retry check-in
Arrival review changed	AVA briefly retries, or a localized message says something changed while checking in	Wait for AVA to finish its retry. If it asks again, review the arrival selection and select Check In once
ACI staff operations unavailable	Staff search, reservation lists, or state-changing actions are unavailable	Verify the ACI staff device, wait for the fresh list load, then retry
Early ACI check-in confirmation	A verified ACI staff device shows an early check-in warning	Review the allowed date and time, then select Override and check in or Cancel. Self Check-In and Pre-arrival remain blocked.
Zero-night completion blocked	A same-day reservation is found, but room assignment stops with a Day Use message	Turn on Day use in Settings → Check-In, save, refresh the reservation, then retry
Manual ACI grouping needs staff verification	A staff-device verification message appears while grouping same-name reservations	Verify the ACI staff device, then retry grouping. This is not a reservation lookup failure
Guest move reconciliation fails	Guest is not attached to the source reservation	Refresh the reservation, confirm the source and destination rooms, then move the guest again
Moved main guest leaves a room blocked	A room cannot check in after its main guest moved to another room	Complete registration and signature for the moved guest in the destination room, then refresh and retry the blocked room
SiteMinder multi-room guest list looks duplicated	Repeated accompanying guests or extra guest slots appear across linked Opera rooms	Refresh the reservation. Confirm the SiteMinder family and adult occupancy in Opera, then retry once
Room access not available after check-in	No keycard/PIN/code shown	Use room access troubleshooting in How to Complete a Check-In

EVA Verification Blocks Check-In

What you see: AVA shows a retryable EVA message, and check-in does not complete.

Why this happens: Your hotel requires a current successful EVA result before PMS check-in.

Fix:

1. Confirm you are working on the correct arriving guest and reservation.
2. Retry the EVA step from the current check-in journey.
3. Wait for EVA to show a successful result.
4. Retry Proceed to Check-In once the result is successful.

If the message says EVA is pending, failed, missing, stale, disabled, or unavailable, do not repeat PMS check-in. Check Government Compliance → Singapore → STB EVA and confirm the hotel's environment and credentials.

Children exempt from facial verification do not need EVA. Adults in the same booking still need successful EVA results. Staff facial overrides also need EVA when the hotel requirement is enabled. Pre-arrival registration remains available when this requirement is enabled.

Group check-in

AVA checks every group room before the first PMS check-in. Resolve every applicable guest's EVA result before retrying the group.

A guest profile choice is pending

What you see: A guest row shows Profile choice needed. The room card shows an amber banner, and Proceed to Check-In is disabled.

Why this happens: Opera returned several possible guest profiles. AVA waits for staff to confirm the correct profile.

Fix:

1. Select Choose profile on the room banner or guest row.

2. Compare each candidate with the guest's confirmed identity.

3. Select the correct profile, or select Create new.

4. Confirm the choice.

5. Continue check-in after the pending badge clears.

   ✓ The guest's saved signature remains available.

The guest should not sign again after a pending choice. The guest sees Thank you after signing, even when registration waits for staff review.

Profile lookup or decision is blocked

What you see: The profile review cannot load, or AVA asks the front desk for help.

Fix:

1. Select Retry once if AVA offers it.
2. Confirm the guest's identity details and reservation in Opera.
3. Do not repeatedly submit the guest's signature or check-in.
4. Contact Vouch support with the guest name, reservation, time, and displayed message.

Support may see PROFILE_LOOKUP_INCOMPLETE or PROFILE_DECISION_BLOCKED. These states require support review before registration can continue.

Connectivity Recovery During Check-In

What you see: AVA stops responding after a brief network, sign-in, or API failure.

Why this happens: Your browser can be online while an AVA request still fails.

Fix:

1. Keep AVA open on the same device.

2. Check that the device has internet access.

3. Wait while AVA reconnects and confirms service recovery.

4. Select Retry only when AVA shows the button.

5. Refresh once if the page remains blocked after recovery.

6. Sign in again if AVA returns to the login screen.

   ✓ AVA should resume the current flow after authentication becomes valid.

AVA keeps the recovery timing after a page reload. It also pauses protected actions until your sign-in is valid. This prevents incomplete requests from running with an invalid session.

Incident reporting

If incident reporting is enabled, AVA saves a short incident history on the device. It reports bounded technical evidence after recovery. The report excludes guest details, credentials, query values, and response bodies. Connectivity incident notifications use the current hotel's name and timezone when available. If profile metadata is unavailable, the notification keeps the merchant ID and uses UTC.

Recoveries under 30 seconds are acknowledged and discarded after validation. They do not create an incident record or send a Google Chat notification. Recoveries of 30 seconds or longer are retained and can create a notification. The duration covers the first failure through full authentication recovery. Health recovery alone does not end the incident.

Properties configured for automated E2E tests can retain qualifying incidents without Google Chat notifications. This prevents test traffic from creating staff notification noise.

Recovery does not finish

What you see: AVA keeps reconnecting, or the same failure returns after retrying.

Fix:

1. Stop repeated retries for the same action.
2. Confirm the device uses the approved hotel network.
3. Bring the AVA tab to the foreground.
4. Wait for the recovery attempt to finish.
5. Try the action once after AVA becomes responsive.
6. Use staff-assisted check-in if the guest cannot wait.

If the issue continues, record the exact time and any request ID shown. Support can match that ID with the backend request logs.

The page reloads during recovery

What you see: AVA reloads while reconnecting, or recovery continues after reopening the page.

Fix:

1. Do not clear browser data during the first recovery attempt.

2. Keep the same browser tab open.

3. Wait for AVA to restore the recovery schedule.

4. Select Retry once the page is ready.

   ✓ A reload should not remove the incident's retry timing or identity.

Cloudbeds companion rejection

If Cloudbeds rejects companion creation, AVA shows the same GUEST_COUNTRY_REQUIRED error. Fill Nationality or Country of Residence, then retry the companion check-in.

Guest-safe room assignment errors

When PMS room assignment fails, guests now see a friendly message in the Information modal. If your PMS returns a 5xx, guests still see the friendly message instead of "Internal server error". AVA keeps raw backend text, guest names, and technical details out of the guest view.

Temporary PMS outage during room assignment

If the PMS does not answer during room assignment, AVA reports a temporary service problem. It does not mark the room as not ready or send room-not-ready notifications for that attempt. Check the PMS before retrying the assignment.

PMS rate-limit retries

When the PMS temporarily returns a 429 during reservation lookup, room assignment, or final check-in, AVA retries automatically. The action may take several extra seconds while AVA waits for the PMS to accept the request. If the retry fails, AVA shows the normal error for that step. Wait for the action to finish before selecting Retry or asking the guest to repeat the step.

Cloudbeds assignment checks

AVA reads fresh Cloudbeds reservation, unassigned-room, and housekeeping data before automatic room assignment. It stops when those results are stale, too far apart, or exceed the assignment time limit. Check Cloudbeds before retrying, because AVA does not automatically replay the final assignment write.

Cloudbeds shows a room as vacant, but AVA will not assign it

What you see: Cloudbeds housekeeping shows a room as vacant, but AVA skips it or blocks an in-house room move.

Why this happens: A checked-in reservation still occupies the room. Cloudbeds can show housekeeping vacancy after an overdue reservation's departure date.

Fix:

1. Open the room's current reservations in Cloudbeds.

2. Confirm no other reservation is still checked in.

3. Correct the overdue reservation's check-out status if needed.

4. Refresh AVA after Cloudbeds updates.

5. Retry room assignment or the room move once.

   ✓ AVA should use the room only after Cloudbeds confirms current vacancy.

If Cloudbeds does not return complete occupancy data, AVA keeps the room unavailable. Contact support if the reservation is checked out but AVA still skips the room.

Cloudbeds room ID check-in needs review

What you see: Check-in or checkout stops after a room move. The request used a Cloudbeds room ID, but AVA cannot confirm its booking or current room.

Why this happens: Cloudbeds returned incomplete or conflicting room details. AVA stops before changing the reservation.

Fix:

1. Open the reservation in Cloudbeds.

2. Confirm the room is assigned to the expected booking.

3. Check the current room status and assignment after any room move.

4. Refresh AVA.

5. Retry check-in or checkout once.

   ✓ AVA uses the current Cloudbeds room assignment.

If the room is already checked in, AVA returns the current room without repeating check-in. Contact support if Cloudbeds shows the correct room but AVA still cannot verify it.

Opera out-of-service checks

Opera can return a valid empty out-of-service result during room readiness checks. AVA treats it as no blocked rooms and continues the assignment flow. If AVA shows "PMS service is unavailable", Opera returned a missing or malformed result. Check the Opera connection and room data before retrying.

Guest-safe kiosk blocks

When a kiosk eligibility check fails, the guest sees a short localized message. The exact block source and matched values stay in Command Center.

Guest-safe reservation block hints

Empty-balance and long-stay lookup blocks show guest-safe localized hints. AVA keeps backend policy text out of the guest modal and preserves the staff error code. Unknown future reservation block codes fall back to a generic hotel-policy message. Empty-balance blocks also record the reservation in Command Center. Open Show Details to see the balance diagnostics. Zero-night reservations remain retrievable, then apply the Day Use rule during room assignment.

Empty-balance warning panel

When the booking is blocked with RESERVATION_BLOCKED_EMPTY_BALANCE, Show Details opens with a warning panel. Use it to compare the PMS balance with Outstanding balance, Payment waived, Billing routed elsewhere, and Reservation status. If Outstanding balance says Not reported by the PMS, the PMS did not return a usable balance.

Reservation Lookup Blocks Alert Staff

What you see: The guest sees a front-desk review message after reservation lookup. The reservation also appears in Command Center with a failed lookup event. Staff receives a Check-in issue push notification when alerts are enabled. The alert title identifies the failed step, such as Check-in issue at Entry. The message includes the reason in staff-friendly language. Google Chat cards show Status: FAILED, rather than the step's in_progress status.

AVA sends this alert for these reservation lookup blocks:

Block code	Staff alert reason	Front-desk action
RESERVATION_BLOCKED_BY_KIOSK	Hotel policy or hotel-payment rules block kiosk check-in.	Review the staff-only reason, then collect payment or check the guest in at the front desk.
RESERVATION_BLOCKED_EMPTY_BALANCE	The reservation has an outstanding folio balance.	Settle the balance before check-in.
RESERVATION_BLOCKED_UNVERIFIED_BILLING	Billing could not be verified for the reservation.	Review the folio before check-in.
RESERVATION_BLOCKED_LONG_STAY	The stay meets or exceeds the selected journey's long-stay threshold.	Check the guest in at the front desk.

Fix:

1. Open the staff alert, or go to Command Center.
2. Select the reservation and choose View Details.
3. Open Detailed Event Log.
4. Select Show Details on the failed lookup event.
5. Review the reason before completing check-in at the front desk.

For long-stay blocks, Show Details includes the nights, threshold, and stay dates. The threshold comes from the active Pre-arrival, Self Check-In, or Assisted Check-In policy. For hotel-payment blocks, Command Center shows the staff-only hotel_payment reason. The guest-facing message remains a safe hotel-policy hint. These diagnostics are staff-only and never appear in the guest-facing message. If the alert shows raw internal text instead, save a screenshot and contact support.

Zero-night reservations do not create this lookup alert. If completion stops, enable Day use and retry the room assignment.

Reservation Lookup Takes Too Long

What you see: Reservation lookup waits, then shows a temporary service error.

Why this happens: AVA is refreshing a slow PMS reservation window. The refresh can continue after AVA stops waiting for your request. It may take up to five minutes to finish.

Fix:

1. Wait a few minutes for the refresh to finish.

2. Refresh AVA.

3. Retry the reservation lookup.

4. Check the reservation in your PMS if the lookup still fails.

5. Contact support if the same error returns after the PMS responds.

   ✓ AVA should use the completed refresh and show the reservation.

Temporary lookup errors are retryable

This message does not mean the reservation is missing. Do not create a second reservation while the refresh is still running.

Early ACI Check-In Shows an Override Confirmation

What you see: A verified ACI staff device shows an Override check-in time? warning. The prompt shows the effective allowed check-in date and time.

Fix:

1. Confirm the reservation and room details.
2. Review the allowed check-in date and time.
3. Select Override and check in to approve the early arrival.
4. Select Cancel when the guest must wait.

Only verified ACI staff can approve the override. Self Check-In and Pre-arrival remain blocked until the allowed time.

Zero-Night Check-In Stops After Lookup

What you see: AVA finds the same-day reservation, but room assignment stops.

Why this happens: Day use is disabled.

Fix:

1. Open Settings → Check-In.
2. Turn on Day use.
3. Confirm the configured day-use window.
4. Click Save.
5. Refresh the reservation and retry check-in.

The early ACI confirmation cannot bypass a disabled Day Use policy.

Same-Name Reservation Grouping Needs Device Verification

What you see: Same-name reservation grouping cannot continue. AVA shows a staff-device verification message inline instead of opening the reservation-not-found modal.

Why this happens: Manual grouping requires a verified ACI staff credential.

Fix:

1. Confirm you opened the staff Assisted Check-In (ACI) page.
2. Confirm the browser is the intended staff device.
3. Open Settings → Kiosk and select the matching kiosk row.
4. Select Re-verify staff device.
5. Complete verification on that same physical device.
6. Refresh ACI and retry grouping.

The verification message can appear when the credential is missing, invalid, assigned to the wrong role, or linked to another merchant. The grouping request remains protected and does not retry with an unverified credential. You must verify the staff device before loading or refreshing the active ACI reservation list. State-changing ACI check-in actions also require the exact verified staff credential.

Property Is Not Configured for Check-In

What you see: A guest sees "Self check-in is not available at this property right now." Staff sees "This property is not configured for check-in yet."

Why this happens: The property has no merchant record or active PMS integration. This is a property setup issue, not a missing reservation.

Fix:

1. Confirm you selected the correct hotel in AVA.

2. Open Settings → Essentials → PMS Integration.

3. Connect the property's PMS, or complete the AVA PMS setup.

4. Retry the reservation lookup after the connection saves successfully.

   ✓ Guests should see the normal reservation lookup after setup finishes.

Contact your AVA administrator if the property should already be configured.

One-Device ACI Journey Error After a Repeated Lookup

What you see: One-device ACI stops after you search for the reservation again. You may see "Unable to bind the assisted check-in journey to this staff device."

Fix:

1. Repeat the reservation lookup once from Staff Access.
2. Wait for the room cards to reload.
3. Continue check-in on the verified staff device.
4. Refresh AVA if the journey remains blocked.

If the error continues, contact support with the reservation number and time.

Reservation Changed While Lookup Was Saving

What you see: A verified staff desk shows "Reservation changed while it was being saved. Try again."

Why this happens: Another desk or action changed the reservation during the PMS lookup.

AVA protects the newer check-in, guest, or room-access information. The older lookup result is not saved over that information.

Fix:

1. Wait for the other desk to finish its current action.

2. Refresh the reservation in AVA.

3. Start the lookup again from Staff Access.

4. Review the latest reservation details before continuing check-in.

   ✓ The new lookup checks the latest reservation and PMS information.

This protection applies to verified Check-in Connect staff desks. Self Check-In and guest web lookups keep their existing lookup behavior.

Contact support if the message returns after one retry. Include the reservation number, desk name, time, and full error message.

Check-In Screen Is Out of Date

What you see: Check-in stops with "This screen is out of date." You may also see "Review who is arriving before checking in."

Why this happens: The staff browser tab loaded an older AVA version. This can happen when a tab stays open during a deployment.

Fix:

1. Finish or safely pause the current guest's work.

2. Refresh the AVA page.

3. Review which guests are arriving.

4. Complete the arrival review before selecting Check In.

5. Retry check-in.

   ✓ Check-in should continue after the latest screen loads and the arrival review is complete.

If a new-version banner appears, refresh after the current guest is safe. Do not refresh while staff selections or arrival details are still in progress.

Arrival Review Changed During Check-In

What you see: A localized message says, "Something changed while you were checking in. Please try checking in again."

Why this happens: Another guest, the PMS, or an older tab changed the arrival selection.

No guest data is saved, and no check-in is sent to the PMS from the failed attempt. AVA now reviews the arrival selection once automatically when this conflict occurs. The retry includes the latest room and arrival information.

Fix:

1. Wait for AVA to complete its automatic retry.

2. If AVA asks again, review which guests are arriving.

3. Confirm the selected room and arrival details.

4. Select Check In again once.

   ✓ Most stale arrival conflicts continue without another staff action. ✓ If the arrival scope changed, AVA asks you to confirm the updated selection.

If the same message appears after the retry, do not keep pressing Check In. Refresh the reservation and review the current arrival selection. Contact support if the error returns after one manual retry.

The message appears in the guest's selected check-in language when translations are available. Use the current tab after retrying, and close older duplicate tabs.

PMS Check-In Result Is Unclear

What you see: The first check-in attempt appears stuck. You may also see room assignment blocked after the PMS may have completed check-in.

Why this happens: The PMS response was interrupted or unclear. The PMS may have completed check-in before AVA received the response.

Fix:

1. Open the reservation in your PMS.

2. Confirm whether the guest is already checked in.

3. Refresh the reservation in AVA.

4. Review the arrival decision and selected room.

5. Select Proceed to Check-In again.

   ✓ AVA reconciles an existing PMS check-in before continuing. ✓ AVA does not repeat room assignment for that room.

If the PMS still shows the guest as not checked in, AVA continues the normal room-assignment flow. If the PMS is unavailable, wait for it to recover before retrying.

A shared-room guest still shows pending

What you see: One guest in a shared Opera room is arrived, but another guest remains pending.

Why this happens: The guests use separate PMS records for one room share. AVA now reconciles confirmed arrivals across those records.

Fix:

1. Open the room share in Opera.

2. Confirm every guest you expect is In House.

3. Refresh the reservation in AVA.

4. Retry from the current verified staff device or reservation-scoped session.

   ✓ AVA updates the matching guest arrival records without repeating the PMS check-in.

If Opera does not show the guest as In House, finish the PMS arrival first. Room shares do not combine into a multi-room family.

Reservation Lookup Succeeds but Registration Cannot Continue

What you see: AVA finds the reservation, but registration stops afterward. You may see a verification error or a 403 message.

Why this happens: Journey verification failed after the reservation lookup. AVA keeps the reservation result, but does not trust the failed credential for registration.

Fix:

1. Keep the displayed reservation selected.
2. Verify the current staff device if AVA requests it.
3. Retry the blocked registration action once.
4. Complete any remaining document, name, Company, or device requirements.

If the credential is stale, revoked, or linked to another hotel, re-verify the device. Different Company policies still require verified journey provenance. Contact support if the reservation lookup succeeds but registration remains blocked.

Two-Device Document Retry After a Stale Session

What you see: A two-device ACI document upload previously failed. Retrying from another staff session shows a 403 journey error.

Why this happens: The old browser session or kiosk attribution is stale. AVA can recover the failed document action when the retained upload matches your request.

Fix:

1. Keep the affected reservation selected.

2. Confirm you are signed in on the verified ACI staff device.

3. Retry the same document assignment from the current staff session.

4. Keep the paired guest tablet available during recovery.

   ✓ AVA checks the retained failed upload before restoring the current two-device journey. ✓ AVA rechecks document eligibility before saving the recovered assignment.

If another staff session currently owns the tablet, wait for that check-in to finish. Do not move a tablet that another guest or staff session is actively using. If the document is no longer eligible, upload the document again through the normal flow.

Billing Review Required Before Check-In

What you see: The guest sees a front-desk review message after reservation lookup. The guest cannot continue to the rooms or payment steps.

Why this happens: A Mews accommodation policy matched, but Mews could not classify a charge. AVA does not use a stored balance or collect an unverified amount.

Fix:

1. Open the reservation through Staff Access.
2. Review the Mews rate, included products, and complete invoice.
3. Confirm the matching value in Settings → Payment → Accommodation Charge Policies.
4. Refresh the reservation after Mews finishes syncing.
5. Confirm the payable amount with the complete Mews invoice.
6. Ask front-desk staff to complete the check-in when review remains necessary.

When this block appears

This lookup block appears when your hotel collects room payment at check-in. Registration-only and key-issuance flows are not blocked by this check.

Mews Included Product Needs Review

What you see: Mews billing needs review after a matching room-package waiver.

Why this happens: AVA cannot prove the product's classification.

Room-relative service charges

A service charge linked to the room-night product should not trigger review only because Mews reports Once. If review remains, check for another unclassified product or an invoice mismatch.

Fix:

1. Open the reservation through Staff Access.
2. Review the rate, included products, and complete invoice in Mews.
3. Confirm the matching value in Settings → Payment → Accommodation Charge Policies.
4. Refresh the reservation after Mews finishes syncing.
5. Do not collect an unverified amount.
6. Ask front-desk staff to review the complete Mews invoice.

Opera Additional Guest Payment Rejected

What you see: Insert Guests fails, and AVA shows a guest-safe payment-method message. Staff can still see Opera's payment-method detail in the error information.

Why this happens: Opera rejected the additional guest because the payment method is not enabled for reservations.

Fix:

1. Open the reservation and payment-method configuration in Opera.
2. Enable the payment method for reservation use, or select an enabled method.
3. Return to AVA and retry the affected document assignment.
4. Confirm the guest appears on the reservation before continuing check-in.

Opera Accompanying Guest Is Not Attached

What you see: An accompanying guest does not appear after document assignment.

Why this happens: AVA checks a fresh Opera reservation before creating the profile. It requires exactly one explicit main guest with a usable profile ID. Opera may also create the profile before confirming the attachment. AVA records the created profile, so a normal retry does not create a duplicate.

Fix:

1. Refresh the reservation in AVA.

2. Confirm the main guest appears on the reservation.

3. Confirm Opera shows exactly one main guest with a profile ID.

4. Retry the document assignment once.

5. Check Opera before creating a profile manually.

   ✓ The guest should appear under the existing main reservation.

Contact your Opera administrator if the main guest is missing, duplicated, or mismatched. Contact support if the guest remains missing or appears more than once in Opera.

If AVA shows a conflict because Opera cannot confirm profile creation, do not retry repeatedly. Check Opera, then contact support for reconciliation.

Opera Guest Profile Was Replaced

What you see: AVA shows "Guest reservation membership is unresolved" during arrival or check-in.

Why this happens: Another Opera system replaced the reservation's main guest profile. The old profile ID no longer owns the reservation.

AVA can recover this case when Opera confirms all of these conditions:

• The old profile belongs to the selected reservation.
• The reservation has exactly one main guest.
• The replacement profile is the only unclaimed main-guest profile.
• Opera's activity log records the old profile changing to the replacement.

AVA does not guess when these conditions are unclear. It keeps the reservation unresolved to protect guest identity and check-in safety.

Fix:

1. Refresh the reservation in AVA.
2. Select Proceed to Check-In again.
3. Wait for AVA to finish the Opera check.
4. Confirm the reservation and guest details before continuing.
5. If the error remains, open the reservation in Opera.
6. Ask your Opera administrator to confirm the profile replacement in the activity log.
7. Contact support with the reservation number and error screenshot.

Do not create a replacement profile manually

Do not create another guest profile or mass-check in before checking Opera. The same resolution runs again during check-in and prevents unsafe profile rebinding.

This recovery covers main-guest profile replacements only. Accompanying-guest profile replacements still need support review.

SiteMinder Multi-Room Guest List Looks Duplicated

What you see: Linked Opera rooms show repeated accompanying guests or more guest slots than expected.

Why this happens: SiteMinder can repeat one accompanying profile across a multi-room booking. Opera may give each copy a different profile ID.

Fix:

1. Refresh the reservation in AVA.
2. Check that the rooms belong to the same explicit SiteMinder booking family.
3. Compare each room's declared adult occupancy in Opera.
4. Retry the guest document assignment once.
5. Do not create replacement profiles manually for repeated guests.

AVA reconciles only an exact, unambiguous SiteMinder pattern. Children, sharers, terminal rooms, partial repeats, or conflicting identity details keep the original guest list. Contact support if duplicate actionable slots remain after the refresh.

Name Mismatch: Do This First

1. Verify the guest identity using the travel document.
2. Update the reservation name to the legal name in the supported edit flow, or in your PMS.
3. Confirm the update syncs to AVA.
4. Continue check-in after names match.

Open the complete workflow: Check-In Blocked: Name Mismatch

Room Assignment Failed With a Friendly Message

What you see: The guest sees a friendly room-unavailable message in the Information modal.

Why this happens: AVA could not assign the requested room in the PMS. This can indicate a room conflict or a persistent PMS failure.

Fix:

1. Open the reservation in your PMS.
2. Check whether the room is already booked or blocked.
3. Reassign the room, or clear the conflict.
4. Return to AVA and retry check-in.

✓ The guest should see the friendly message again only if the PMS conflict still exists.

For Opera, AVA checks whether the assignment landed after a temporary 502, 503, or 504. If the room is already assigned, AVA accepts it without sending another request. If it is still unassigned, AVA waits and retries the assignment automatically.

Wait for the current action to finish before selecting Retry.

PMS Is Temporarily Unavailable During Room Assignment

What you see: AVA shows a temporary PMS-unavailable message while assigning a room.

Why this happens: The PMS did not complete the room-assignment request. Opera may show this message after AVA finishes its safe recovery attempts. AVA keeps this separate from a genuine room-readiness problem.

Fix:

1. Check whether your PMS is available.

2. Confirm the reservation and room assignment did not change in the PMS.

3. Refresh AVA after the PMS responds.

4. Retry room assignment once after the PMS responds.

   ✓ AVA should complete the assignment or show a new, specific reason.

AVA does not send a room-not-ready notification for this temporary outage. That notification remains available if a later check confirms the room is genuinely not ready.

PMS Reservation Mutation Is In Progress

What you see: Room assignment or final check-in shows PMS_RESERVATION_MUTATION_IN_PROGRESS.

Why this happens: A PMS update is still changing the reservation. This can briefly overlap with guest verification, document upload, or another reservation update. For Opera, room assignment may already have succeeded before the record lock affects final check-in. AVA retries this exact temporary conflict up to four times during room assignment and final check-in.

Fix:

1. Wait briefly for the PMS update to finish.

2. Refresh the reservation in AVA.

3. Retry the affected step once.

   ✓ The affected step should continue after the PMS releases the reservation.

If the code remains after four attempts, AVA stops the write and shows the retryable conflict. Do not treat the room as unavailable. Check Opera before repeating final check-in. Contact support with the reservation number and error screenshot.

PMS Rate Limit During Check-In

What you see: Room assignment or final check-in takes longer, then continues or shows a friendly error.

Why this happens: The PMS temporarily limited request volume. AVA retries this temporary refusal automatically during the affected action.

Fix:

1. Wait for the current action to finish.

2. If check-in continues, complete the remaining steps.

3. If AVA shows a friendly error, check the reservation and room assignment in your PMS.

4. Refresh AVA, then retry the affected step once.

   ✓ A short PMS rate limit should clear without sending the guest to the front desk.

Contact support if the error keeps returning after the PMS accepts other requests.

Opera Component Suite Is Not Ready

What you see: Check-in stops because an Opera suite is not ready, or no room is available.

Why this happens: Opera represents the suite with linked component rooms. AVA checks every linked room before assigning the suite.

Fix:

1. Open the suite in Opera.
2. Check every component room for occupancy and readiness.
3. Resolve any occupied, dirty, or unavailable component room in Opera or Housekeeping.
4. Confirm the suite uses the exact component-room mapping in Opera.
5. Return to AVA, click Refresh, and retry check-in.

If AVA selected the suite automatically but cannot verify its exact configuration, ask your Opera administrator to correct the mapping.

Occupied status takes priority

When one component room is occupied, AVA keeps that status as the main reason. This helps staff resolve the active stay before other readiness issues.

Late Opera sharer sees room not ready

What you see: A linked sharer arrives after the main guest checks in. AVA shows Room not ready or No rooms available.

Why this happens: Opera must confirm that the occupied room belongs to the same stay. AVA keeps that room instead of searching for another room when the link is confirmed.

Fix:

1. Refresh the reservation in AVA.
2. Confirm the main guest and sharer link in Opera.
3. Check the room condition in Opera or Housekeeping.
4. Retry check-in.

For this occupied-room case, Pickup is accepted with Clean, Inspected, and Dirty. Out of Order and Out of Service remain blocked. If another stay holds the room, resolve the room assignment in Opera before retrying.

eZee Assign-Room Shows No Rooms Available

What you see: The room picker is empty, or the guest cannot continue after assign-room.

Why this happens: AVA only offers clean rooms for eZee. If every matching room is dirty, nothing appears.

Fix:

1. Open Housekeeping.
2. Mark one matching room Clean.
3. Return to the reservation and click Refresh.
4. Try Assign Room again.

✓ The room picker should show at least one eligible room.

Kiosk Shows a Guest-Safe Rejection

What you see: The kiosk shows a short rejection message, but not the detailed rule name.

Why this happens: AVA hides exact eligibility details from the guest screen.

Fix:

1. Open the reservation in Command Center.

2. Select View Details.

3. Open Detailed Event Log.

4. Select Show Details on the failed booking event.

5. Use the structured reason there to decide the next step.

   ✓ The kiosk keeps showing guest-safe text while the exact reason stays in staff tools.

View Detailed ACI Errors on the Staff Device

What you see: An Assisted Check-In action fails, but the guest message is brief.

Why this happens: AVA protects guests from internal operational details.

Fix:

1. Confirm the staff device shows Ready or verified status.

2. Keep the failed ACI action open on that staff device.

3. Read the staff error panel for the exact code, reason, and message.

4. Review the safe operational details shown below the message.

5. Resolve the listed PMS, room, reservation, or keycard issue.

6. Retry the failed action once.

   ✓ The guest device continues showing the guest-safe message.

AVA shows these details only for a verified staff credential. That credential must match the active hotel and kiosk. The details can appear for room assignment, guest handling, keycards, checkout, and reservation refresh errors.

In two-device ACI, the paired guest tablet does not receive the staff details. An error shown only on the guest tablet is not mirrored to the staff device.

If the staff panel does not show details, verify the staff device again. Then repeat the action from the staff device.

Cloudbeds Room Conflict

What you see: Check-in fails with "cannot check this reservation in until ... assigned to this room is checked out".

Fix:

1. Open the reservation in Cloudbeds.
2. Find the reservation still assigned to the same room.
3. Check out that stay, or move one booking to a free room.
4. Go back to AVA and click Refresh in Operations View.
5. Start check-in again.

✓ Check-in should continue after the room conflict is removed.

Cloudbeds Availability Refusal

What you see: Check-in stops with PMS_OCCUPANCY_UNAVAILABLE_FOR_DATES. The message asks you to change dates or choose fewer rooms.

Why this happens: Cloudbeds cannot accommodate the selected dates or room availability. This does not mean the guest's adult or child split is wrong.

Fix:

1. Stop retrying the same check-in request.

2. Check the reservation dates, room type, and availability in Cloudbeds.

3. Change to an available option in Cloudbeds, if appropriate.

4. Refresh AVA and retry check-in once.

   ✓ Check-in should continue after Cloudbeds accepts the available option.

A specific PMS refusal

AVA reports this as a Cloudbeds availability refusal instead of a temporary service error. Use the Cloudbeds occupancy guide for the full recovery steps.

Guest-Count Sync Retry Limit

What you see: The guest sees staff-assistance guidance after repeated temporary guest-count failures. Staff may see PMS_GUEST_COUNT_RETRY_EXHAUSTED.

Why this happens: The PMS or network did not recover after four guest-facing attempts.

Fix:

1. Stop asking the guest to retry the same step.

2. Continue with your staff-assisted or manual check-in process.

3. Compare the registered guest count with the PMS reservation.

4. Correct the PMS reservation if the counts do not match.

5. Resume the pending guest-count change when the staff flow allows it.

   ✓ Check-in can continue through staff support without an endless retry loop.

Cloudbeds Shared Folio Loop

What you see: The reservation lookup shows "Unable to find the reservation. Please try again or contact support." Selecting Proceed with Selected Reservation returns to the same error.

Why this happens: Cloudbeds could not pick one room-specific folio for a shared stay. AVA now falls back to the booking-wide folio instead of stopping check-in.

Fix:

1. Refresh the reservation.
2. Try Proceed with Selected Reservation again.
3. If the loop returns, confirm the booking is still active in Cloudbeds.
4. Contact support if the reservation keeps failing.

✓ Check-in should continue once the reservation refreshes cleanly.

Guest Move Reconciliation Failed

What you see: Check-in stops after you move a guest between rooms, and AVA shows Guest is not attached to the source reservation.

Why this happens: The guest move in AVA no longer matches the PMS state for the source or destination reservation.

Fix:

1. Refresh the reservation.
2. Open the source reservation in your PMS.
3. Confirm the guest is still attached there.
4. Check that the destination room is still correct.
5. Move the guest again if needed.
6. Retry check-in.

✓ The guest should move cleanly once the PMS state matches again.

Moved Main Guest Leaves a Room Blocked

What you see: A room stays blocked after its main guest moved to another room.

Why this happens: AVA waits for the moved guest to represent the room they left. The moved guest must register and sign in the destination room first.

Fix:

1. Open the destination room.

2. Confirm the moved guest completed registration and signature.

3. Confirm the destination room is ready.

4. Refresh the reservation.

5. Retry check-in for the room the guest left.

   ✓ AVA should use the moved guest as that room's representative.

If all rooms check in together, AVA applies the representation during the same check-in. If the destination room is not ready or the moved guest is still pending, complete those steps first.

Prevention for Future Shifts

Ask guests to report nickname/alias bookings before arrival:

• Pre-Arrival Email
• WhatsApp Pre-Arrival Messages
• SMS Pre-Arrival Messages

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ The room assignment message still appears after you clear conflicts and retry
• ❌ You cannot identify the active stay in Cloudbeds
• ❌ Check-in stays blocked for more than 15 minutes
• ❌ Connectivity recovery keeps failing on a stable hotel network

Helpful details to share:

• Screenshot of the full error message
• Reservation confirmation number
• Time the issue started
• Actions already tried
• Request ID, if AVA shows one

Related Guides

• How to Complete a Check-In
• Edit Reservations and Add Notes
• View Reservation Details