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How to Complete a Check-Out

Quick Check

You only need the Room Number and the guest's Last Name. Most check-outs take under a minute.

This guide helps you complete a guest check-out from the kiosk or front desk screen. When group checkout is enabled, you can finish linked rooms together. When you finish a manual check-out, AVA sends the standard checkout alerts you enabled.

Go to: Welcome → Check Out

Payment on checkout

If your kiosk has a mapped Stripe terminal, Pay opens the terminal payment flow. When terminal mode is off, AVA keeps the gateway or QR payment flow. After payment succeeds, AVA reloads the bill and finishes checkout automatically.

Quick Reference​

StepWhat it doesWhere it appears
Open Check OutStarts the check-out flowWelcome → Check Out
Choose FlowSwitches between single and group checkoutSingle Checkout or Group Checkout tab
Select RoomFinds the room in the PMS listRoom Number dropdown
Enter Last NameMatches the reservationLast Name field
PayStarts the payment flow when AVA asks for paymentPay button
ConfirmFinalizes the check-out after payment or when no payment is dueCheck Out button
CompleteShows success and returns to startCheck-Out Completed screen

Step-by-Step Check-Out​

1. Open the Check Out screen​

  1. On the Welcome screen, select Check Out.

    ✓ The Check Out form appears.

2. Choose your checkout flow​

  1. Select Single Checkout for one reservation.

  2. Select Group Checkout for linked rooms.

    ✓ AVA shows the matching checkout fields for the flow you chose.

If you do not see Group Checkout
  1. Go to Settings → Check-In → Check-In Policy.
  2. Turn on Group Checkout.
  3. Save your changes.
  4. Reload the checkout screen.

3. Select the room number​

  1. Open the Room Number dropdown.
  2. Select the guest's room.
If the room list is empty

Type the room number manually. The list comes from the PMS and may take a few seconds to load.

If you are using Group Checkout

  1. Select the linked rooms you want to check out.

  2. Use Select All if every room in the group should leave together.

  3. Continue with the same Last Name and Check Out steps.

    ✓ AVA shows the rooms you selected in the checkout result.

4. Enter the last name​

  1. Enter the guest's Last Name exactly as it appears on the reservation.

    ✓ The Check Out button becomes active.

5. Complete the check-out​

  1. Select Pay if AVA shows it.

  2. Complete the payment on the mapped Stripe terminal or gateway flow.

  3. If no payment is due, select Check Out.

    ✓ You see the Check-Out Completed screen.

6. Finish and return to the start​

The confirmation screen shows a countdown and returns to the Welcome screen automatically. You can also select Complete Check-Out to finish immediately.

If a group checkout includes more than one room, the results screen shows each room outcome. You can use it to confirm which rooms completed successfully.

What Happens After Check-Out​

  • The reservation is marked as checked out in the PMS.
  • The room can move to housekeeping or turnover status.
  • Room access is disabled based on your lock system.
  • AVA sends any enabled Check-out notifications.
Room labels in notifications

When AVA has a display room label, notifications use it instead of the raw PMS room ID. If no label is available, AVA uses the room ID as a fallback.

Notification delivery

If a notification channel is unavailable, the check-out still completes.

Troubleshooting​

Reservation not found​

What you see: A message like "Unable to process your check-out".

Fix:

  1. Confirm the Room Number is correct.
  2. Enter the main guest's Last Name.
  3. If the guest is not checked in yet, complete check-in first.
  4. If it still fails, complete check-out in the PMS or at the front desk.

Room list will not load​

What you see: "No rooms found" in the dropdown.

Fix:

  1. Wait a few seconds and try again.
  2. Type the room number manually.
  3. If the room is still not found, use the PMS to check out.

Guest already checked out​

What you see: A message indicating the reservation is already checked out.

Fix:

  1. Confirm the room number and last name.
  2. If the guest is already checked out, no further action is required.

Payment opens the wrong flow​

What you see: Pay opens a gateway or QR payment instead of the terminal flow.

Fix:

  1. Confirm the kiosk is running in terminal mode.
  2. Check that a Stripe terminal is mapped to the kiosk.
  3. Reload the check-out screen.
  4. Try Pay again.

Checkout does not finish after terminal payment​

What you see: The terminal payment succeeds, but the checkout screen stays open.

Fix:

  1. Wait a few seconds for AVA to reload the bill.
  2. Refresh the check-out screen.
  3. Check the terminal receipt before trying the payment again.
  4. Contact support if the success screen still does not appear.

Group checkout rooms do not appear​

What you see: Some linked rooms are missing from Group Checkout.

Fix:

  1. Confirm the rooms are linked in your PMS.
  2. Check that the rooms are ready to check out.
  3. Make sure the reservation has not already been completed.
  4. If a balance is still open, settle it first.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ The room does not appear and manual entry fails
  • ❌ The guest cannot be checked out after multiple attempts
  • ❌ The PMS reports an error that blocks checkout

Helpful to include:

  • Room number
  • Guest last name
  • Time the issue started