Summary: When a guest checks in — either through your PMS or manually in AXP — AXP should automatically create a tablet profile for their room. If this isn't happening at your property, the most common cause is that the Devices setting has been turned off in your property configuration.
Permissions Required: Brand Admin or Location Admin access in AXP is required to check property settings.
If you do not have this access, contact Four Season Digital Operations Team.
Steps to follow
Log in to AXP and go to Settings.
Navigate to Location's Settings for your property.
Look for the Devices enabled toggle and check whether it is enabled.
If Devices is turned off, this is the cause — tablet profiles will not be created until this is switched back on.
Check the Devices enable and save your changes.
Contact Alliants Support to let them know you have re-enabled Devices — they will need to restart the relevant flows to ensure new check-ins start generating tablet profiles correctly.
Once flows have been restarted, test by performing a manual check-in for a current booking and confirm that a tablet profile is created.
⚠️ Important: Re-enabling the Devices setting will only fix tablet profiles for new check-ins going forward. Guests who checked in while the setting was off will not have a tablet profile created automatically. For those bookings, you will need to ask your PMS/HSS team to perform a resync of the affected reservations, which will trigger AXP to create the missing tablet profiles.
Common Questions
Q: Can guests still check in manually while the Devices setting is off?
A: The manual check-in action itself may still complete in AXP, but no tablet profile will be created. This means the guest's tablet will remain unoccupied even after check-in. You must re-enable the Devices setting and restart flows before tablet profiles will generate correctly again.
Q: How do I know which bookings are missing a tablet profile?
A: Open the affected bookings in AXP and check whether a tablet profile is listed under the guest's profile. Or the hotel team can go check the tablet in the room. If the tablet shows as unoccupied after check-in, that booking is missing a tablet profile. Share a list of these reservation numbers with Alliants Support — they can help identify and fix them.
Q: My Devices setting is already on — why are tablet profiles still not being created?
A: If Devices is enabled but tablet profiles are still not generating, there may be an issue with the underlying flows or a data sync problem. Contact Alliants Support with the affected reservation numbers and check-in times so the team can investigate further.
Q: Will this affect other properties?
A: No. The Devices setting is configured per property. If tablet profiles are working correctly at your other properties, they will not be impacted by this change.
🗒️ Note: When contacting Alliants Support about this issue, it helps to have the following ready: the name of the affected property, the reservation numbers where tablet profiles are missing, and the approximate time check-ins were performed. This will help the support team resolve the issue faster.