Summary: If a guest has checked in but their room iPad or tablet still displays "Unoccupied", this is usually caused by a sync gap between your PMS and AXP. The fix is to perform a room move followed by a re-check-in in your PMS, which forces AXP to refresh the tablet's occupancy status.
Permissions Required: This article is for hotel operations staff with access to both AXP and your PMS. If you do not have PMS access, ask your Front Desk or Reservations team to carry out the PMS steps.
Location Admin or Brand Admin access required to check Settings on AXP.
Before you start — check these first
Before following the steps below, rule out the most common causes:
Is the Devices setting enabled? Go to Settings → Property Settings and confirm the Devices toggle is on. If it is off, see Why Are Tablet Profiles Not Being Created at Check-In? instead. This needs your location admin or brand admin to check.
Has the iPad been restarted recently? A simple restart can sometimes clear a stale display. Try this before the steps below.
Is the booking status correct in AXP? Open the booking in AXP and confirm it shows Checked In or In House. If it still shows Reserved or Due In, the check-in has not synced from your PMS yet — resync the booking from your PMS, wait a few minutes, then check again.
If the booking is showing Checked In in AXP but the iPad still shows Unoccupied, continue with the steps below.
Steps to follow
Step 1 — Try a re-check-in first
Log in to your PMS and locate the affected booking.
Check the guest out, then immediately check them back in to the same room.
Wait up to 2 minutes for the sync to complete, then check the iPad — it should now show the correct occupied status and guest name.
If the iPad has not updated after 2 minutes, restart the iPad and wait another minute.
If this resolves the issue, no further action is needed.
Step 2 — If the re-check-in didn't work, add a room move
In your PMS, perform a room move — move the guest to any available room, then immediately move them back to their original room. The specific room does not matter; changing the room assignment forces AXP to re-sync the tablet profile.
After the room move, perform another re-check-in — check the guest out and immediately check them back in to their original room.
Wait up to 2 minutes, then check the iPad again.
⚠️ Important: A room move and re-check-in will affect the guest's booking timestamps in your PMS. Make sure your front desk or PMS team is aware, and follow your property's procedures for any charges or night audit entries.
Common Questions
Q: The room move and re-check-in fixed it — will this happen again?
A: Usually not. The issue is caused by a one-off sync gap at the time of check-in. If you see this recurring across multiple rooms or multiple days, it may indicate a persistent PMS integration issue. Contact Alliants Support with the affected reservation numbers and check-in times so the team can investigate.
Q: Do I always need to do a room move?
A: No — try a re-check-in first. In many cases that's enough to refresh the tablet. Only add the room move step if the iPad hasn't updated within 2 minutes of the re-check-in.
Q: Will the guest's messages or conversation history be affected?
A: No. The guest's conversation in AXP is linked to their guest profile, not the tablet profile. The room move and re-check-in only refreshes the tablet's occupancy state — no messages are lost.
Q: None of these steps have worked — what do I do next?
A: Contact Alliants Support and include: the property name, room number, reservation number, check-in date and time, and a summary of what you have already tried. The support team can manually recreate the tablet profile from the backend.
🗒️ Related article: If the Devices setting was found to be off, follow Why Are Tablet Profiles Not Being Created at Check-In? to re-enable it and recover missing profiles.