BookingCenter's Self Check-in System lets the Guest update details, payment methods, view policies, digitally sign documents and complete check-in from any device (kiosk, PC, mobile device, etc). The process is fully integrated with MyPMS with synchronized status updates, customized messaging, eSign - Digital Document Signing and optional SMS (subscription required). To learn more about how the Self Check-in process works, see Self Check-in | Setup Process.
The Self Check-in process is designed to only allow the guest to start and complete Self Check-in ON the Check-in Date and Arrival Time. The Guest will only see the Check-in button and be allowed to complete the process if all criteria has been met, similar to the check-in process in MyPMS. If the Booking Criteria has not been met, then the a message will display telling the guest what action to take, i.e. Add Payment Method.
If the Guest clicks on the Self Check-in link BEFORE the Check-in date, then the Guest will be able to Manage the Booking, but the Check-in button will not display. For the detailed information on MyBooking, see Self Check-in | MyBooking.
Here is a summary of the Booking Criteria that must be met to allow a Self Check-in via Mobile and/or Kiosk:
- Check 1 -
- Check In is enabled for the specific property? If not, then we turn the Guest away.
Is this a Kiosk Agent Gateway? Check to see if the Kiosk Agent has a payment gateway and payment policy that needs to be enacted and enforced. Kiosk gateway can be: none (no action needed), Vital/Authnet, or EMV.
- Check 2 -
- Site Date = Booking Arrival Date (if condition not met, we message: "We are looking forward to your upcoming stay. Please check back on your check-in date to complete Self Check-in. To review or update booking details, use the links below."
- Is the booking linked to a 'suppressed Rate Agent'? If not, continue on. If YES, then hide the column "Avg Rate' on the MyBookings page, so that no rate info will be show on screen, but all else will.
- Booking has either a Confirmed or Unconfirmed Status
- Booking has NO Room Assignment.
- Booking has a Guarantee Assigned (doesn't have to be a CC)
- Check 3 -
- E-Sign is enabled, which a Site can view in their Setup area | General Settings under "eSign' setting.
- E-Sign required
- Check to see if there is an e-signature attached to Booking, if not, and yet required but not on file, messages: "CLICK HERE TO SIGN")
If eSign is needed, the link to the specific RUID Letter determines which of two potential eSign letters are required and need to be signed.
- Check 4 - If the Guarantee by: has the ADDPAYMENT option, then force the guest to add a new Credit Card with message: "Please enter a valid credit card for incidental charges or damages."
- Check 5 - Check to see if the Agent is a 'suppressed Rate Agent' and the Site has setting: Require Incidental Credit Cards for Supressed Rate Self Checkins’: YES, then force the guest to add a new Credit Card with message: "Please enter a valid credit card for incidental charges or damages." This becomes the credit card then set as Guaranteed by: for the check-in.
- Check 6 - Check the Arrival Time. If early, we message "The check in time for your Room is <arrival time from BK>, please check back at this time to complete your check in. If the time is past, then proceed.
Check 7 - Check for Room Clean status, if not CLEAN, message "We need to update your booking details to complete Self Check-in, please call us at <kiosk phone for Kiosks and Site phone for Mobile Self Check-ins> ". If The Housekeeping App and/or MyGuest is active, enter a new MyGuest ticket for Category: Housekeeping with Detail: "Guest trying to check in to their assigned room <room #>. Please escalate cleaning request".
Self Check-in
Booking Criteria to complete Self Check-in
Date and Time of Login
- If the Guest logs in BEFORE the check-in date, then the guest will only be able to manage Booking Details and update the payment method. The "Check-in" button will not display and this message will display "We are looking forward to your upcoming stay. Please check back on your check-in date to complete Self Check-in. To review or update booking details, use the links below." The arrival date of the booking must equal the System Date of the MyPMS. Thus, you must complete Night Audit (either manually or automatically) before Self Check-ins can occur for that 'day'.
- The arrival time set for the Booking must be equal or later than the arrival time set on the booking. It can be set to any time, but keep in mind that this Arrival Time will determine when a Guest can Check-in, as any time prior to this time, the Check-in cannot occur. The message to a Guest that occurs of they attempt Check-in prior to this time is: "The check in time for your Room is <arrival time for booking>, please check back at this time to complete your check in". If Housekeeping determines when the Booking can be allowed to check-in, give your Housekeepers access to Bookings so they can set the arrival time appropriate to their work. Note this time is set in '24 hr time format', thus a 3 pm arrival is entered as 15:00 into the booking. If the Arrival Time field is not viewable on your New Booking window, the 'default arrival time' will not be set, so make sure it's viewable in the Admin Front Desk tools.
Number of Rooms Booked
- If the Guest has only one room booked, then only the booking details will display for that particular booking.
- If the Guest has a multi-room booking, then ALL of the bookings under that Guest Name for check-in that day will display. The Guest can click on each booking to view and update details.
Booking Status Criteria
- Booking Status: The Booking must be not be active nor cancelled, thus must be in either CONFIRMED or UNCONFIRMED status.
- Room Not Assigned: Room must be assigned. If the Room is not assigned then the following message will display "Your Room is not ready, please check back later or contact the property directly at: <phone> and/or <email>".
- Room Occupied (previous guest not checked out): If the Room is still occupied by previous guest (not vacant), then the following message will display "Your Room is not ready, please check back later or contact the property directly at: <phone> and/or <email>".
- No payment method in "Guaranteed By": The booking must have a Guarantee By; set that is not the Receipt Type 'ADDPAYMENT'. If the 'special condition' ADDPAYMENT is set for the booking, then a message "Please enter a credit card for incidental charges or damages" is displayed to the Guest and then requires them to add a valid payment method before completing Self Check-in. See Receipt Types for details.
Then, when the Guest clicks "Check in"
- Authorization on credit card at Check-in can be used as part of MyCard's feature: 'authorization at checkin'. This protects from a Self Check-in entering without a valid authorization amount on a credit card. If the authorization fails, BookingCenter creates a MyGuest record and informs the Guest what the credit card network stated for the 'declined authorization' and sends the Guest back to the MyBooking page to enter a new payment method and try again. *note, most current properties don't use this to avoid issues with credit cards, rather they make sure the Booking is paid prior to check-in date.
Exempt Status for Bookings
- Front Desk Bookings and Group Booking 'Rooming List': Add "Exempt Booking From Self Check-in" and "Exempt Booking From E-Sign" flags on the Booking Data, New Booking, and Group Booking Rooming windows. Self Check-in | Exempt Settings
- "Self Check-in Exempt": This new flag allows you to exclude a selected booking from the automated Self Check-in process. The flag is located in the Booking Data Tab of each booking. See Booking Data
- "eSign Exempt": This new flag allows you to exclude a selected booking from the required Digital Signature at Self Check-in. The flag is located in the Booking Data Tab of each booking. See Booking Data
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