Contactless Check-in Requests
The contactless flow guides the guest through the check-in process whilst providing the necessary information to AXP to contactlessly check-in the guest. The flow is:
A trigger, such as an email or text, will send the guest digital itinerary with a “check-in request” button
The guest will then click the button and follow the check-in process that asks for relevant details, such as payment or id verification, that are required by your property
For staff using AXP check-in request will then be sent to AXP and appear in the guest’s conversation and the check-in requests tab in the requests module.
Depending on your location settings with auto-check in, the guest will either be automatically checked in or require a member of staff to change the check-in request status within the PMS. The location settings include auto check-in & check-out, auto assignment of rooms, earliest and guaranteed check-in/out times and the check-in/out templates
Where digital keys are available for guests, they will be able to generate a digital key and add to their Apple Wallet or retrieve from the guest app once a room has been allocated to their booking or view their digital key within the app.
Note: These settings affect all guest check-in request so will only need to be configured once within the Guest App Configuration settings for that location
Check-in Trigger
A trigger is required to start the check-in process which can come in the form of an email or text message. This provides the guest with a link to their digital itinerary. The digital itinerary will have a button that is labelled “Check-in Request” and when clicked by the guest, will start the check-in process.
The trigger to send an email or text message to the guest is set up by demand. The trigger can occur days, as demanded, before the arrival day of your guest. This is a chargeable feature.
Note: For guests that use Apple wallet for their digital key, they are able to preload their key into their Apple wallet by clicking on the “Add to Apple Wallet” button within their digital itinerary. This adds their booking to their Apple wallet and the key will only be made available for download once the booking has been checked-in.
The first time a guest is using a digital key within the guest app, they will be required to register their device for digital keys which can be found as a button within their booking.
Check-in Details
After clicking on the “Check-in Request” button, the guest will be taken through the check-in process which provides the necessary information to your property. This typically include:
Guest Details: Requires a guest to enter details about themselves and add additional guests and their details
Stay Details: Allows a guest to provide their ETA and Special Requests
Address: Asks a guest to provide their address
Terms & Conditions: Provides the guest with the necessary terms and conditions and requires them to accept/sign that you agree these
Note: These are optional steps that will be configured when your location is added to AXP.
Check-in can be further enriched to gather more information about your guests ahead of arrival such as:
Payment Capture: Allows a guest to provide their payment details which are stored within AXP as a token so a guest’s card details are not visible
ID Verification: Takes the guest through an ID verification process. Confirmation of a successful ID verification is sent back to AXP and recorded against the check-in for that guest. If it is necessary to manually approve the id verification, this will be done in person where the member of staff will complete the step on behalf of the guest within AXP.
Dynamic Forms: This allows you to customise a form to ask any details you wish to collect from the guest. This can be in the form of text boxes, check boxes, drop down menus, time or date selectors. The image to right shows a dynamic form that asks the guest about parking.
Guest Check-in Event
Once check-in has been completed and the PMS has either automatically checked the guest in or the staff have checked them in, the digital key will be generated. This will either be in the guest app or in their Apple wallet depending on the type of phone they use.
A “check-in message” template can be set-up for guests to notify them that their key is now available in the guest app. A notification can be sent directly from the app to the guest to make them aware of their key being available.
If the guest is using Apple wallet, we recommend setting up a templated message to notify guest that they can now access their digital key from their digital itinerary if they have not already added it to their wallet previously. If they have added it to their wallet previously, the key will automatically update and be active for use on the guest’s door. This is made clear to the guest by a drop down notification on their phone that their key is now ready.
Note: When a guest moves room, the key is updated rather than a new key being created for the guest