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Review Reservation Details

Quick Setup

Select View Details on any reservation to see the full summary, guest documents, and event timeline. Most reviews take 2-3 minutes.

This guide helps you understand a check-in or check-out when a guest is stuck or missing documents.

Go to: Main Menu → Command Center

Quick Reference​

SectionWhat it showsUse it for
Reservation SummaryGuest name, confirmation number, room, stay dates, last eventGet context fast
Guest InformationGuest list, contact info, nationality, document typeConfirm who checked in
Document thumbnailsID/passport, registration card, selfieView or download files
Registration card actionHidden for future arrivals, disabled until AVA check-in completesCheck whether you can generate the card
Detailed Event LogStep-by-step events with status badges and timestampsFind where the flow stalled
Override audit eventsAdmin name and reason for support overridesConfirm why a step was unblocked
Show DetailsInput/output payloadsShare exact errors with support
Mobile layout

On phones, the Reservation Summary stack switches to one column. Long values wrap inside each field, so labels stay readable.

Plan Access & Limits​

  • View Details is available for the latest 20 logs on the free tier.
  • Older history and document access require a paid plan.

Upgrade in Settings → Billing & Subscription.

Open the reservation details panel​

  1. Open Command Center and stay on Status or Live.

  2. Select View Details on the reservation you want to inspect.

  3. If the reservation has multiple rooms, choose a room tab.

    ✓ The Reservation Details panel opens for that room.

Sticky modal header

The title shows the confirmation number badge when available. The Reset Check-in Flow and X button stay visible while you scroll. On narrow screens, the reset button shortens to Reset.

Need to restart check-in?

Some reservations show Reset Check-in Flow in the summary header. See Reset a Check-In Flow for the warning and reset steps.

Read the reservation summary​

Review these fields at the top of the panel:

  • Guest
  • Confirmation #
  • Room Number and Room Type
  • Overall Status
  • Stay Dates
  • Last Event

Use this summary to confirm you are viewing the correct room and stay dates. On small screens, each field stretches to full width. This gives long confirmation numbers and room types space to wrap cleanly.

Review guest information and documents​

  1. In Guest Information, find the guest you are helping.

  2. Check Email, Phone, Nationality, and Document Type.

  3. Select a document thumbnail to open it.

    ✓ The viewer opens with Download and Open in new tab.

Guest information layout

Email, phone, and date of birth use stacked labels in Guest Information. That keeps long contact details readable in narrow modal columns.

Document warning labels

You may see "Passport/ID upload failed" or "Passport/ID extraction failed." These point to capture or OCR issues.

Failed upload still visible

If extraction or staging fails, the passport image can still stay linked here. Use it to review the upload before you ask the guest to rescan.

Generate a registration card (if available)​

If you see Generate Registration Card Disclaimer or Regenerate Registration Card Disclaimer:

  1. Select the button.
  2. Wait for the document to finish generating.
  3. Open the new registration card from the thumbnail.
Registration card timing

The button stays hidden before arrival. After arrival, it stays disabled until AVA has a guest checkinTime. PMS check-in alone does not unlock the card.

Disabled button tooltip

When the button is disabled, hover over it. You should see: "Complete check-in on AVA first. PMS check-in alone does not give AVA the actual check-in time needed for the registration card."

Use the detailed event log​

  1. Scroll to Detailed Event Log.

  2. Review the status badge and timestamp on each event.

  3. Select Show Details to view Input and Output.

    ✓ Use the payloads when you report issues to support.

Common event cues​

  • Queue Reason / Queued means the step is waiting. Details explain why.
  • Room Access Error shows a code, message, and fallback instructions.
  • Early Check-in appears when a guest tries to check in too soon.
  • PMS changed room assignment during this step appears when PMS returns a different room.
  • Facial Verification Results show similarity score, thresholds, provider, and liveness.
  • Failed ID verification entries now show a plain-language reason in Message. The raw backend error stays hidden, so the panel is easier to read.
  • When verification fails, use Facial Verification Results for the score and threshold details.

Review PMS room mismatch warnings​

If room assignment changed in PMS, you see an amber warning in Detailed Event Log.

The warning shows:

  • Requested room
  • PMS returned room
  • Auto-assign enabled
  • PMS vendor (if available)
  • Reservation type: Sub-reservation (if applicable)

Use this warning to explain why the final room differs from the requested room.

Review override audit events​

  1. Scroll to Detailed Event Log.

  2. Find events tagged Override audit event.

  3. Open Show Details if it is available.

    ✓ The event summary can show Admin and Reason. ✓ The override entry confirms who unblocked the step.

Troubleshooting​

Reservation Details does not load​

What you see: "Error Loading Details" or a blank panel.

Fix:

  1. If you are on the free tier, open a reservation from the latest 20 logs. Upgrade for older history.
  2. Refresh the page and reopen View Details.
  3. Try another reservation to confirm logs are loading.
  4. Check your internet connection.

Registration card button is missing​

What you see: No Generate Registration Card Disclaimer button.

Fix:

  1. Confirm the arrival date is today or earlier.
  2. If the guest has arrived, check whether AVA check-in is complete.
  3. Refresh the page and reopen View Details.
  4. Contact support if the button still does not appear.

Registration card button is disabled​

What you see: The button is visible, but it does not work.

Fix:

  1. Hover over the button to read the tooltip.
  2. Complete check-in on AVA first.
  3. Refresh the page after check-in finishes.
  4. Try generating the registration card again.

Registration card will not generate​

What you see: An error after selecting Generate Registration Card Disclaimer.

Fix:

  1. Confirm the arrival date is today or earlier.
  2. Ask the guest to complete their signature if missing.
  3. Select Generate Registration Card Disclaimer again.

Passport image still appears after an upload failure​

What you see: The guest shows "Passport/ID upload failed," but the thumbnail still opens.

Fix:

  1. Open the thumbnail and confirm the image is readable.
  2. Check Detailed Event Log for the extraction or staging error.
  3. Keep the image for investigation if it looks correct.
  4. Ask for a rescan only if the image is unreadable or wrong.

Facial verification message looks technical​

What you see: The Message field mentions verification failures, but you want the guest-friendly reason.

Fix:

  1. Read the plain-language Message first.
  2. Open Facial Verification Results for similarity, threshold, provider, and liveness.
  3. Use both fields together when you explain the failure to a guest or support.
  4. If the message still looks unreadable, refresh the panel and open Show Details.

Event list is empty​

What you see: "No detailed events recorded."

Fix:

  1. Confirm the guest started check-in or check-out.
  2. Wait 1-2 minutes and refresh the page.
  3. Check the Status tab for recent activity.

Room number changed unexpectedly​

What you see: The final room differs from the requested room.

Fix:

  1. Open Detailed Event Log and find the assign-room step.
  2. Check the amber PMS changed room assignment during this step warning.
  3. Compare Requested room with PMS returned room.
  4. Note Auto-assign enabled, PMS vendor, and Reservation type.
  5. Update the guest and front desk notes before key handover.

Override summary is missing​

What you see: The step changed, but no override event appears.

Fix:

  1. Refresh the panel.
  2. Reopen the correct room tab.
  3. Confirm the action was saved from Status.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Reservation Details never load after multiple refreshes
  • ❌ Registration card generation repeatedly fails
  • ❌ Event errors block guests from completing check-in/out

Helpful to include:

  • Confirmation number and room number
  • Time the issue occurred
  • Screenshot of the Reservation Details panel