Set Document Name Matching Policy

Quick Setup

Start with Balanced mode. Most hotels complete setup in under 3 minutes.

This guide helps you control how strictly AVA compares reservation names with passport or ID names.

Where to Find It

Settings → Security → General Settings → Document Name Matching

Quick Reference

Setting	What It Controls	Typical Outcome
Strict	Highest match strictness	More guests go to front desk review
Balanced	Default match strictness	Good security with smoother self check-in
Lenient	Lower match strictness	More abbreviated names pass automatically
Custom	Manual thresholds and rules	Outcome depends on your configured values

Patronymic names

Strict mode accepts omitted patronymic markers like bin, binti, binte, bte, S/O, and D/O. It still blocks unsafe partial matches.

Native-script matching

When both names are available in the same script, AVA compares that native-script text first. That improves matching for Thai and CJK reservations without changing your selected mode.

Names in different scripts

When names use different scripts, AVA also checks deterministic transliterations for token coverage. This prevents one short transliterated token from approving an incomplete lenient match. Exact native-script matches remain accepted.

Two-Token Document Names

When a document has two tokens, AVA requires meaningful support for both tokens.

This guard applies to Balanced, Lenient, and Custom modes. It prevents one token from carrying the whole match by itself.

AVA still accepts compact or swapped-token matches when both document tokens are represented.

Surname-Only Matches

When both name parts are available, a shared surname cannot approve the match by itself. This protects guests who share a compound surname, such as DELA PAZ.

Valid abbreviations, aliases, name reversals, and native-script evidence can still pass when both document tokens are supported. The existing ACI staff override remains available when staff verify the guest in person.

Name Pair	Result	Why
"Alex DELA PAZ" vs "Jordan DELA PAZ"	❌ Review	Only the shared surname supports the match
"Zilin Zhu" vs "Zhuzilin Zhuzilin"	❌ Review	One document token is not meaningfully supported
"A B" vs "B A"	✓ Pass	Both tokens are present, even if order changes
"M Taka" vs "Mitsui Takafumi"	✓ Pass	Both document tokens still appear in the match

Set the Matching Mode

1. Go to Settings → Security → General Settings

2. In Document Name Matching, choose a mode

3. Review the scenario preview cards

4. Click Save General Settings

   ✓ Your selected policy applies to new check-in attempts.

Preview behavior

The preview cards now use the standard curated scenarios. Strict, Balanced, and Lenient show the same example list. The outcomes follow CCI's token-level scoring and two-token safety guard.

Tune Custom Mode

Use Custom mode when your team has a defined review SOP.

1. Choose Custom
2. Set Base similarity threshold (80-95)
3. Choose whether to allow:
   • Initial + surname prefix matching
   • Alias name matching
4. Set abbreviation controls:
   • Minimum surname prefix length (3-6)
   • Minimum surname coverage (0.30-0.80)
   • Require two tokens
   • Require single-character initial
5. Click Save General Settings

Automatic Safety Rules

AVA normalizes document matching values when you save:

• Invalid mode values reset to Balanced
• Custom threshold must stay between 80-95
• Minimum surname prefix length must stay between 3-6
• Minimum surname coverage must stay between 0.30-0.80
• "true" and "false" text values are converted to real toggles

✓ If you enter out-of-range values, AVA saves corrected values.

Patronymic Names

Name Pair	Strict	Balanced	Lenient
"AHMAD BIN IBRAHIM" vs "AHMAD IBRAHIM"	✓ Pass	✓ Pass	✓ Pass
"AHMAD IBRAHIM" vs "AHMAD BIN IBRAHIM"	✓ Pass	✓ Pass	✓ Pass
"AHMAD BIN IBRAHIM" vs "AHMAD BIN ABDULLAH"	❌ Review	❌ Review	❌ Review

Malay Common-Name Omissions

Quick Check

Use this for one approved leading Malay token only. It works in Balanced and Lenient modes.

Sometimes a Malay name includes one leading token that AVA can safely omit. AVA still requires the remaining tokens to form a strong match.

This keeps a shared Malay prefix from passing on its own.

Strict and Custom modes do not use this exception. AVA applies the same matcher in reservation lookup, document upload, staging suggestions, and staged commit validation.

Name Pair	Strict	Balanced	Lenient
"MOHD AHMAD BIN IBRAHIM" vs "AHMAD BIN IBRAHIM"	❌ Review	✓ Pass	✓ Pass
"MOHD AHMAD BIN IBRAHIM" vs "MOHD AHMAD BIN IBRAHIM"	✓ Pass	✓ Pass	✓ Pass
"MOHD AHMAD BIN IBRAHIM" vs "MOHD AHMAD BIN ABDULLAH"	❌ Review	❌ Review	❌ Review
"MOHD AHMAD BIN IBRAHIM" vs "AHMAD ABDULLAH"	❌ Review	❌ Review	❌ Review

Common Examples

Name Pair	Strict	Balanced	Lenient
"John Michael Doe" vs "John Michael Doe"	✓ Pass	✓ Pass	✓ Pass
"Jon Smyth" vs "John Smith"	❌ Review	✓ Pass	✓ Pass
"M Taka" vs "Mitsui Takafumi"	❌ Review	✓ Pass	✓ Pass
"K Taka" vs "Mitsui Takafumi"	❌ Review	❌ Review	❌ Review
"A Kumar" vs "Arun Kumar"	❌ Review	✓ Pass	✓ Pass

Alias Names

An alias can pass only when all three conditions are true:

1. Alias name matching is enabled.
2. The ID supplies the alias.
3. The alias matches the booking under the selected mode.

Different primary surnames alone do not pass.

Booking	Primary name on ID	Alias supplied by ID	Balanced result
"Alice Tan"	"Alice Lim"	"Alice Tan"	✓ Pass when alias matching is enabled
"Alice Tan"	"Alice Lim"	None	❌ Review
"Alice Tan"	"Alice Wong"	"Alice Chen"	❌ Review
"Alice Tan"	"Alice Lim"	"Alice Tan"	❌ Review when alias matching is disabled

Before Enabling Lenient

Lenient mode can reduce front desk workload, but it also accepts more borderline name patterns.

Troubleshooting

Too many guests are sent to review

What you see: Many valid guests are redirected to staff review.

Fix:

1. Switch Strict to Balanced
2. In Custom, lower threshold slightly
3. Enable abbreviation matching if OTA names are often shortened

Too many abbreviated names are passing

What you see: You want tighter screening for short names.

Fix:

1. Switch Lenient to Balanced or Strict
2. Increase threshold in Custom
3. Increase surname prefix length or coverage

Changes do not appear to apply

What you see: Results look unchanged after editing.

Fix:

1. Click Save General Settings again
2. Refresh the page
3. Test with a new check-in flow

Custom values changed after saving

What you see: A saved custom value looks different from what you entered.

Fix:

1. Re-open Document Name Matching
2. Compare your values against allowed ranges
3. Use values inside the range and save again

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Name matching results stay inconsistent after retries
• ❌ Settings save successfully but behavior does not change
• ❌ You need help tuning custom values for local compliance rules

Helpful details to include:

• Your selected mode
• Custom values (if used)
• 2-3 example reservation vs document name pairs

Related Guides

• Security Overview
• Document Checks
• Facial Verification