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Check-In Blocked by Name Mismatch

Use this guide when the reservation name does not match the guest's legal travel document name.

Legal Requirement

In most jurisdictions, hotel registration should match the guest's legal travel document name. If names do not match, update the reservation before completing check-in.

What This Looks Like​

  • The guest booked with a nickname, alias, or short name.
  • The reservation name and passport/ID name are different.
  • Staff is unsure whether to proceed.

Fast Fix During Live Check-In​

  1. Verify guest identity using passport/ID.
  2. Update reservation name to legal name:
    • Cloudbeds: edit guest in reservation details.
    • Other PMS providers: update guest profile in PMS.
  3. Confirm the updated name appears in AVA.
  4. Continue check-in after names match.
  5. Add a reservation note documenting the change.

PMS-Specific Workflow​

Cloudbeds​

  1. Open reservation details.
  2. In Guest Information, click the pencil icon.
  3. Update first and last name to match legal travel document.
  4. Save and re-check the reservation in AVA.

Opera, Mews, eZee, and other PMS​

  1. Open the guest profile in PMS.
  2. Update the legal name in PMS.
  3. Wait for sync to AVA, then refresh reservation details.

What to Tell the Guest​

Use a clear, policy-safe explanation:

"To complete check-in, we need the booking name to match the passport or ID name. We can update that now and continue."

Prevent This Before Arrival​

Add a reminder in pre-arrival communications asking guests to report nickname/alias bookings:

Suggested line:

"If you booked under a nickname or a name different from your passport or ID, please contact us so we can update it before your arrival."