Summary: To process a guest check-in in AXP (Alliants Experience Platform), locate the guest's booking in the Bookings module, verify their details, assign a room if not already allocated, and complete the check-in process — which can also trigger digital key issuance and welcome messages automatically.
Permissions Required: Roles required in AXP to process a guest check-in are Front Desk Staff, Reservations.
Processing a guest check-in in AXP involves verifying the guest's booking, confirming their identity, assigning a room, and updating their booking status. AXP also supports mobile check-in through the Guest App, allowing guests to check in before they arrive and receive their digital room key on their phone.
Prerequisites
The guest must have an existing booking synced from your PMS (Property Management System)
The booking status must be Confirmed (not already checked in or cancelled)
You need Converser access or higher
How Do I Check In a Guest at the Front Desk?
To check in a guest at the front desk using AXP:
Check in your guest from PMS, the update shall sync to AXP shortly. Run a resync if needed.
Then go to AXP to check the updates: Navigate to the Bookings module from the left-hand menu
Search for the guest's booking by Name, Booking Confirmation Number, or Room Number
Click on the booking to open the details
Verify the guest's identity and booking information
If a room has not been assigned, check the PMS and resync if needed
What Happens During Mobile Check-In?
Mobile check-in allows guests to complete the check-in process through the Guest App before they arrive. The mobile check-in flow typically includes:
The guest receives a Pre-Arrival Notification (push notification or email) inviting them to check in
The guest opens the Guest App and reviews their booking details
The guest completes any required steps such as ID Verification or Registration Card signing
The guest submits their check-in
Your team reviews and approves the check-in (if manual approval is enabled)
Once approved, the guest can request a digital key if the integration is set up for your property. Once created, the guest receives their Digital Key (if digital keys are enabled on the booking)
Mobile check-in settings are configured in Settings > Guest App Configuration.
Common Questions
Can I check in a guest without a PMS booking?
AXP requires a booking record to process a check-in. If a walk-in guest does not have a reservation, create the booking in your PMS first. Once the booking syncs to AXP, you can then complete the check-in process. The sync time depends on your PMS integration — most integrations update within a few minutes.
What if the guest's ID verification fails?
If a guest's ID verification fails during mobile check-in, the check-in request will be flagged for manual review. Your front desk team will receive a notification to verify the guest's identity in person. The guest can still check in at the front desk with physical identification.
Can I check in multiple guests on the same booking?
Yes, if a booking has multiple guests listed (e.g., a family booking), all guests associated with the booking are checked in together when the booking status is updated. Additional guests can be added to the booking through the guest profile or PMS.
How do I reverse a check-in if it was done by mistake?
To reverse a check-in, you will need to update the booking status in your PMS. AXP booking statuses are synced from the PMS and cannot be manually overridden in AXP. Contact your front desk manager or PMS administrator to correct the booking status.