Summary: AXP's Contactless Reporting gives you visibility into how guests are engaging with digital check-in, digital check-out, and digital keys across your properties. This article explains what each report covers and when to use it.
Permissions Required: Brand Admin or Location Admin
Only applies to properties who have digital key and contactless feature onboarded.
Reports Overview
Contactless Reporting is structured across three reports, each with a distinct focus.
Report | Purpose |
Contactless Overview | At-a-glance adoption rates and property-level KPIs across check-in, check-out, and digital keys |
Check-In & Check-Out | Detailed breakdown of how guests engage with digital check-in and check-out flows |
Digital Keys | Provisioning and usage data for mobile digital keys and digital wallet passes |
All reports are available in Live (today / near-term) and Period - over - Period (user-selected date range) modes unless otherwise noted.
⚠️ Note: These reports only show data for properties that have digital check-in, digital check-out, or digital keys onboarded. Properties without these features enabled will not appear in Contactless Reporting.
🗒️ Report Guide: Each report includes a built-in Report Guide that explains how to use the Reports.
Contactless Overview Report
The Contactless Overview Report gives a complete, at-a-glance picture of contactless adoption across arrivals and departures. It is the starting point for understanding how guests are engaging with digital check-in, digital check-out, and digital keys — and how that changes over time or compares across properties.
What it shows:
Contactless Performance Overview — A headline tile showing three core metrics: arrivals that completed a digital check-in, arrivals associated with at least one digital key, and departures that used digital check-out. Each metric shows the count and percentage of eligible bookings.
Contactless Metrics per Property — A colour-coded table listing each property with adoption rates for check-in, check-out, and digital keys.
Contactless Adoption Trends — Line charts comparing digital check-in and check-out volumes against total arrivals and departures over time.
Guest Engagement Across Features — A grid showing how many guests used digital check-in only, digital keys only, both, or neither.
Booking Summary — A breakdown of contactless metrics segmented by a dimension you choose, such as Market Code, Rate Code, Source Code, Number of Nights, or Loyalty Badge.
When to use it: Use this report to get a high-level view of how well guests are adopting contactless features across your properties, and to compare performance over time or between locations.
Check-In & Check-Out Report
The Check-In & Check-Out Report provides a detailed breakdown of how guests are engaging with the digital check-in and check-out flows. It goes beyond headline adoption rates to answer questions like: where are guests dropping off in the check-in process? What time of day are most check-ins happening? How many guests are using the mobile app?
What it shows:
Check-In Platform Analysis — A breakdown of check-in requests by outcome: Complete, Abandoned, Failed, or Failed Payment. Shown as a snapshot and as a trend over time.
Check-In Funnel & Drop-Off Analysis — A chart showing the exact step in the check-in form where guests stopped. Helps identify where you're losing the most guests.
Digital Check-in Duration Analysis — The average number of days before arrival that guests complete their check-in, plus a distribution chart grouped by how far in advance check-ins are completed.
Check-In Lead Time & Arrival Timing — A chart plotting check-in volume by hour of day, compared to guests' stated expected arrival time.
Mobile App Check-in Engagement — How many check-ins and check-outs were completed via the mobile app versus other channels, shown as a snapshot and as a trend.
Key metrics:
Metric | What it means |
Complete Check-In Bookings | Bookings where the check-in was fully completed |
Abandoned Check-In Bookings | Check-ins that were started but not finished |
Failed Check-In Bookings | Check-ins that encountered a failure or payment error |
% Complete Check-Ins | Completed check-ins as a proportion of all initiated check-ins |
% Check-Ins via Mobile | Mobile app completions as a proportion of all completed check-ins |
Digital Check-Out Bookings | Bookings where a digital check-out occurred |
Avg Check-In Lead Time | Average number of days before arrival that check-in was completed |
When to use it: Use this report when you want to understand where guests are struggling with digital check-in, or to evaluate the impact of changes to the check-in flow.
Digital Keys Report
The Digital Keys Report provides visibility into the provisioning and usage of mobile digital keys and digital wallet passes. It is split into two tabs.
🗒️ Note: Properties that provision digital access via the Vostio integration will show 0s on the Key Overview tab. Their activity is fully captured in the Digital Wallet tab instead.
Tab 1: Key Overview
The Key Overview tab covers properties where mobile key creation records are available.
What it shows:
Digital Key Deep Dive — Total mobile keys created, bookings with at least one digital key, and the percentage of digital check-ins that also included a digital key.
Key Status Breakdown — A split of all keys by status: Active, Issued (not yet activated), or Revoked.
Key Request Type & Provision Method — A breakdown of keys by technology: iOS BLE, Google BLE, or Apple Wallet.
Interactions: Check-In × Digital Key — A grid showing how many arriving guests used digital check-in, digital keys, both, or neither.
Tab 2: Digital Wallet Passes
The Digital Wallet Passes tab covers all wallet pass provisioning activity across all integration types, including properties using Vostio. This tab filters by pass provisioning date.
What it shows:
Wallet Keys & Digital Pass Provisioning Summary — Total wallet keys provisioned (confirmed door-opening keys), total wallet passes provisioned (including non-key passes), bookings linked to a digital wallet pass, and profiles linked to a digital wallet pass.
Wallet Type Breakdown — A split between Apple Wallet and Google Wallet provisioning, with trend over time.
Wallet Device Breakdown — The devices from which wallet passes have been provisioned.
Property Breakdown — Pass counts, linked bookings, and linked profiles per property for both Apple and Google.
Wallet Arrival Metrics — A dedicated section that filters by booking arrival date (consistent with the rest of Contactless Reporting), including:
Percentage of arrivals using a digital wallet pass, with trend data
Guests who pre-provisioned their pass before arrival (with individual guest drill-down — useful for reception teams to proactively engage arriving guests)
Average number of days in advance that guests provision their wallet passes
Completed digital check-ins linked to an Apple Wallet pass
When to use it: Use the Key Overview tab for properties with mobile key records. Use the Digital Wallet Passes tab for a full picture of wallet provisioning activity, particularly for properties using Vostio.
Common Questions
Q: What's the difference between Live and Historical modes?
A: Live mode shows data for the current day or very recent activity, scoped to property local time. Historical mode lets you select a custom date range to review past performance and trends.
Q: Why does my property show 0s in the Key Overview tab?
A: Some properties provision digital access via the Vostio integration. These properties don't generate mobile key creation records, so they will show 0s on the Key Overview tab. All their digital key activity is captured in the Digital Wallet Passes tab instead.
Q: What does "abandoned" mean in the Check-In & Check-Out Report?
A: An abandoned check-in is one where the guest started the check-in process but didn't complete it. The Abandoned & Failed Steps chart shows exactly which step in the form guests stopped at, so you can identify where the drop-off is happening.
Q: Who can access Contactless Reporting?
A: Contactless Reporting is available to users with Brand Admin or Location Admin permissions.