Summary: AXP sends a check-in message every time a reservation moves from a pre-arrival status to checked-in on your PMS. If a check-in is reversed and then re-applied — even hours later — each transition triggers a separate message. This is expected behaviour; the duplicate is caused by activity on the PMS, not a fault in AXP.
Permissions Required: No AXP permissions required to understand this article. Investigating the cause requires access to PMS audit logs.
Why this happens
AXP listens for status changes on your PMS. Every time a reservation transitions from pre-arrival (Reserved) to Checked In, AXP fires a check-in message to the guest.
If a staff member checks a guest in and then reverses that check-in (returning the reservation to a pre-arrival status), AXP does not send a message for the reversal. However, when the guest is checked in again — whether by the same staff member or a different one — AXP sees a new pre-arrival → checked-in transition and sends another message.
This means two genuine check-ins on the PMS = two check-in messages to the guest.
Steps to check
If a guest reports receiving more than one check-in message, ask your front desk team to review the PMS audit log for that reservation:
Open the reservation in your PMS and navigate to the audit log or activity history.
Look for a check-in reversal — an entry where the reservation was moved back from Checked In to a pre-arrival status (e.g. Reserved or Arrival Expected).
Check whether a second check-in was performed after the reversal, either by the same staff member or a different one.
If both a reversal and a second check-in are present, the duplicate message is expected — AXP sent one message for each check-in event.
If the audit log does not show a reversal but AXP sent two messages, please contact Alliants Support with:
the guest name,
reservation number,
conversation url of the guest and
the approximate date and times the messages were sent.
Common Questions
Q: Is this a bug in AXP?
A: No. AXP sends a check-in message in response to each status change from pre-arrival to checked-in. If the PMS recorded two such transitions, AXP correctly sent two messages. The root cause is always activity on the PMS — typically a check-in being reversed and then reapplied.
Q: Why would a check-in be reversed on the PMS?
A: This can happen for a number of operational reasons, for example: a room change, a key cut issue, a guest arriving at the wrong front desk, or a staff member making an error and correcting it. The reversal may not always be obvious in the audit log depending on your PMS, but it will be reflected in the reservation's status history.
Q: Will this always show up in our PMS audit logs?
A: It depends on your PMS. Some systems log every status change in detail; others may only log manual actions and not automated or system-triggered reversals. If you cannot see the reversal in your logs but AXP recorded two check-in events, contact Alliants Support — we can share the event timeline we captured.
Q: Can we prevent a second message from sending if the guest was already checked in?
A: AXP does not currently suppress duplicate check-in messages when the same reservation transitions through the same status more than once. The best way to prevent guests receiving two messages is to avoid reversing a check-in unless necessary, and to be aware that re-checking in a guest will trigger a new message.
Q: What if this keeps happening for multiple guests at our property?
A: If you are seeing this pattern repeatedly, it is worth reviewing whether a PMS integration (such as a profile sync or automated process) may be triggering check-in reversals in the background. Contact Alliants Support with examples and we will investigate the event sequence on our side.
🗒️ Note: When contacting support about a duplicate check-in message, it helps to provide the guest name, reservation number, the URL of the conversations and the times the two messages were sent. This allows the support team to match events quickly and confirm the cause.