Monitor Command Center Activity
Use Status for history, Live for active kiosk sessions (last 15 minutes), and Analytics for trends. Most lookups take under a minute.
This guide helps you track reservation progress in Command Center, open details, and troubleshoot check-in or check-out issues.
Go to: Main Menu → Command Center
If AVA cannot use your PMS credentials, Command Center shows a recovery card instead of logs. Use Open PMS settings to finish setup or fix the rejected credentials, then refresh the page.
Quick Reference
| Tab | What it shows | Best for |
|---|---|---|
| Status | Reservation groups with pipelines, PMS attachment statuses, payment summaries, latest activity, guest rows, and action buttons | Finding a reservation and seeing where it stalled |
| Live | Active check-in/out sessions from the last 15 minutes (auto-refresh while this tab is visible) | Monitoring guests who are checking in/out right now |
| Analytics | Completion metrics, funnel drop-offs, recent failures, and not-found reservations | Operational trends and training (paid plans only) |
Demo check-ins still appear in Status and Live. They do not count in Analytics.
Plan Access & Limits
- Free tier shows only the latest 20 logs by created date.
- A blue banner appears above the list on the free tier.
- It reads "Showing the latest 20 logs by created date. Upgrade to unlock full history and analytics."
- A blue footer card appears below the list on the free tier.
- It reads "Free tier includes the latest 20 check-in/out logs." and Upgrade to access full history.
- View Details is available for those latest logs. Older history requires a paid plan.
- Analytics requires a paid plan.
To upgrade, go to Settings → Billing & Subscription.
Review the Status dashboard
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Open Command Center.
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Stay on the Status tab.
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Use Check-in Method to focus on Pre-arrival, Self Check-in, or Assisted Check-in.
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Review the reservation rows (or cards on phones).
✓ Each reservation shows Check-in pipeline, Check-out pipeline, PMS attachment status, Last activity, and the current status.
✓ On phones, long status labels wrap inside pills and badges.
The Status table now stays readable at iPad widths and wider screens. Long room information stays clamped to two lines. The Check-in Method pill shows Self or Assisted. Hover the pill or room text to see the full label.
On phones, the Status and Live cards also show the stay date range under the reservation code. This helps you confirm arrival and departure dates at a glance. The Check-in Method filter also switches to a 2-column layout, so long labels stay inside the filter area. Collapsed payment summaries on mobile cards now show the same labels as desktop rows. You can see Pre-auth, Captured, and Direct sale without expanding the reservation.
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Select a reservation row to expand the guest list.
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On phones, use View guests to expand and Hide guests to collapse.
✓ Guest rows show step rails for check-in and check-out.
If housekeeping data is available, you see badges like Clean and Vacant. If a reservation has no room number, AVA hides the room-status badges and placeholders. This keeps mixed pages loading for the reservations that do have valid room numbers. Single-room reservations show badges in the main row. Expand the reservation to see badges per guest for multi-room stays.
Manage out-of-service rooms from Command Center
Use Status or Live to manage room service state without opening Housekeeping.
When housekeeping data is available, room badges include Out of service when the PMS blocks a room. Authorized staff can take rooms out of service or restore them from desktop rows and phone cards. Read-only staff can still see the badge, but cannot change the room state.
Take a room out of service
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Open Command Center.
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Choose Status or Live.
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Find the reservation with the room.
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On desktop, find the room badge in the reservation row or guest row.
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On a phone, open the reservation card and find the room badge.
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Select Take out of service.
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Choose a Reason and Start date.
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Add an End date and Notes if needed.
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Select Take out of service.
✓ The badge changes to Out of service. ✓ The room remains visible, but staff cannot assign it for blocked dates.
Restore a room to service
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Find the room with the Out of service badge.
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Select Restore to service beside the badge.
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Review the confirmation message.
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Select Restore to service.
✓ The badge changes to In service after the PMS confirms the update. ✓ An overlapping PMS block can keep the room Out of service.
The action appears only when your PMS supports room service status updates and you have HOUSEKEEPING.WRITE permission. Other staff can still view the Out of service badge.
Some reservation groups show one payment summary across all rooms.
AVA adds unique room-level payment evidence and keeps the total additive.
The compact row shows payment labels like Pre-auth, Captured, and Direct sale.
If no persisted AVA payment activity exists, the summary stays blank.
If currencies conflict, AVA hides the amount instead of guessing.
If the backend omits paymentSummary, AVA shows an unavailable marker.
If the backend sends only explicit no-payment evidence, AVA shows that state instead.
Transaction IDs stay out of the compact row.
When you open Status, AVA auto-syncs logs for the reservations on the page. It runs again when you change pages or the rows per page. You do not need to click a sync button.
Each guest can show a last activity time under their name. If a step failed, a red error card shows the step name and message.
Travel documents, guest photos, and registration cards can finish PMS delivery after local saving. Open View Details to review each attachment's status and any available Retry action. See Review PMS attachment delivery.
The Check-in Method label shows Assisted for assisted reservations. When AVA has the saved ACI flow, it adds ACI · 1 device or ACI · 2 devices beside that label. You see the badge in desktop table rows and mobile reservation cards. Use it to confirm which assisted flow created the reservation activity. Legacy or mixed-flow reservation groups keep the Assisted label without a device badge.
If ID Scan is disabled, Document Upload and Identity Verification disappear from the pipeline. AVA only counts the remaining required steps, so finished check-ins can still show Completed.
If the relevant facial setting is disabled but ID Scan stays on, Document Upload still appears. Only Identity Verification disappears for that check-in mode. Completed check-ins do not look stuck in progress.
If Enable Facial Verification for Assisted Check-In is on, ACI reservations can show Facial Verification. If it is off, the step shows as not required for ACI.
When a reservation has room-assignment evidence, ROOM_ASSIGNMENT can appear before CHECKIN. That badge means AVA assigned a room, not that the guest finished check-in. Room Access still appears later, after the guest completes the rest of the flow.
Some completed check-ins show Completed without a payment stage. AVA omits the check-in payment badge when no real payment evidence exists. This applies to completed pre-arrival, self check-in, assisted check-in, and legacy journeys. If AVA recorded a payment attempt, the payment stage stays visible.
Some checkouts finish with no View Bill or payment stage. That happens when billing was not needed or no bill-view/payment evidence exists. AVA can still mark the checkout as Completed in those cases. If AVA recorded a real View Bill or checkout payment attempt, the matching stage stays visible. The newest successful or failed evidence wins when attempts repeat. Checkout payment evidence is separate from room-payment evidence. Room Payment badges only reflect check-in room-payment or pre-auth evidence. Do not use a checkout payment record to judge the Room Payment badge.
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If your PMS supports billing review, select View Guest Bill to review charges.
✓ The Guest Bill panel opens with totals and bill items.
View Guest Bill appears when your PMS integration reports billing support. Opera currently reports this capability.
On phones, the action row sits under each card. Buttons may wrap to a second line on small screens. Use View Details or View Guest Bill from there.
Available Actions
Each reservation row provides quick access to common actions:
- View Details (eye icon) - Open full reservation details
- Edit (pencil icon) - Modify reservation information when your PMS supports editing
- View Guest Bill (dollar icon) - Review charges when your PMS supports billing
- Failed step badges - Open override modals for Travel Document, Guest Registration, Facial Verification, Deposit, and Room Payment while a support call is connected
- Search/Filter (magnifying glass icon) - Additional options
If your PMS reports these capabilities, you should see Edit and View Guest Bill here. If they are missing, refresh the page and confirm your PMS is connected.
Override a failed step
This takes about 2 minutes. Use it when a guest needs staff to unblock a failed step.
The Status tab opens override modals for failed or pending steps. AVA records each override with a reason. You can only click these badges while the caller widget shows Connected.
| Badge | Modal title | Final button |
|---|---|---|
| Travel Document | Travel Document Override | Apply Override |
| Guest Registration | Guest Registration Override | Apply Override |
| Facial Verification | Facial Verification Override | Apply Override |
| Deposit | Deposit Payment Override | Mark deposit as paid |
| Room Payment | Room Payment Override | Mark room payment as paid |
Guest Registration needs a completed document upload. Facial Verification needs a completed registration card.
For a failed facial check during ACI, use the active staff check-in device. The ACI device override is separate from Command Center override actions.
Only failed or pending badges can open an override modal. The badge also needs an active connected support call. Deposit and Room Payment overrides apply to the primary guest only.
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Open Command Center and stay on Status.
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Find the reservation or guest row with the failed badge.
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Click the badge on desktop or tap it on mobile.
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Review the override modal.
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Enter an Override reason.
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Select the final action button.
✓ The badge changes to complete after the override saves. ✓ The related event appears in Detailed Event Log.
Override badge is not clickable
What you see: The badge does not open a modal.
Fix:
- Confirm the step is FAILED or PENDING.
- Confirm the caller widget shows Connected.
- For payment overrides, confirm the guest is the primary guest.
- Refresh Status and try again.
Edit reservation details (When Supported)
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Stay on the Status tab and expand a reservation row.
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Select Edit.
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Update First Name, Last Name, or swap the room.
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Use Room Type to filter the room list.
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Select All to show every room type.
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Click Save Changes.
✓ Updates apply to the reservation’s main confirmation number.
By default, the room picker shows Vacant rooms with Clean or Inspected condition. The Room type filter starts with the reservation’s room type. Click Clear to return to those defaults.
If a reservation has more than one confirmation number, edits save to the main one shown in the summary.
Room swaps are blocked when the other reservation has a later Check-out date. A Do Not Move lock also blocks the swap until you clear it. The room shows a ❌ icon with "This reservation can’t be swapped because the departure date doesn’t match the other reservation." Pick another room or update the stay dates in your PMS.
Understand the status indicators
- Completed means all required steps for the current settings finished.
- In Progress means the guest is mid-flow.
- Pending means no required steps completed yet.
- Stalled means at least one step failed.
Some checkouts now show Completed without a payment stage. That means checkout payment was not applicable or no payment was recorded. This is expected for zero-balance or no-payment checkouts.
A completed room or combined pre-authorization can show SUCCESS even when direct-sale collection is disabled. AVA uses the stored completion state, not the current merchant setting, so the badge reflects the finished payment outcome.
Some steps are hidden when they are not required. Examples include disabled ACI facial verification or Room Access before arrival.
Open reservation details
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Open Command Center and stay on Status or Live.
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Select View Details on the reservation you want to review.
- On the free tier, choose a reservation from the latest 20 logs.
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If the reservation has multiple rooms, choose a room tab.
✓ The Reservation Details panel opens with Reservation Summary, Guest Information, and a Detailed Event Log.
Free-tier accounts can open details only for the latest 20 logs. Open a recent reservation or add a card in Settings → Billing & Subscription.
See Reservation Details for document warnings, registration card generation, and event log tips.
Some reservations show Reset Check-in Flow inside Reservation Details. See Reset a Check-In Flow for the warning and reset steps.
View Details is disabled when no room is assigned. Expand the reservation and confirm a room in your PMS.
Manage room access (if enabled)
If your property uses keycards, smart locks, or lockers:
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Expand a reservation with View guests (or select the row).
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Select Manage PIN, Encode Key, or Manage Locker Code in the action row.
✓ The room access modal opens for that guest or room.
When you click Encode Key on a guest row, AVA uses that row's confirmation number first. This keeps key encoding on the correct room.
Monitor live sessions
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Select the Live tab.
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Watch for in-progress sessions (last 15 minutes).
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Use View Details to inspect a guest who is stuck.
✓ The list refreshes automatically while this tab is visible. ✓ If you switch tabs or hide the browser tab, refresh pauses to save device resources. ✓ When you return, AVA refreshes the list again. ✓ On phones, each card shows the stay date range under the reservation code. ✓ Each row also keeps the session source, so you can spot kiosk and own-device traffic.
Review analytics
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Select the Analytics tab. (Paid plans only.)
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Choose Pre-Arrival, Check-In, or Check-Out.
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If you are on Check-In, use the sub-tabs for All Check-Ins, Early Check-In, Pre-Registration, or Full Check-In.
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Review the summary cards, funnel drop-offs, and recent issues.
✓ Metrics update based on the date range at the top of the page. ✓ Some check-in views also show Eligible Check-In Units and AVA Check-In Share after Completion Rate.
See Understand Command Center Analytics for how each metric is calculated.
Troubleshooting
No logs appear
What you see: The list is empty or shows "No Check-In/Out Logs Found".
Fix:
- Click Clear Dates to reset the date range.
- Remove any Check-In Status or Check-Out Status filters.
- Try a broader search term (guest last name or confirmation number).
Live tab shows zero sessions
What you see: The Live tab is empty.
Fix:
- Confirm a guest has started check-in or check-out in the last 15 minutes.
- Wait 1-2 minutes and refresh the page.
- Check the Status tab to confirm the reservation exists.
Live tab does not update in the background
What you see: You return to AVA and the Live list looks old for a moment.
Fix:
- Keep the Live tab open and visible.
- Wait a few seconds after returning to the tab.
- If needed, switch to Status and back to Live once.
View Details is disabled
What you see: The View Details button is gray.
Fix:
- If you are on the free tier, open a reservation from the latest 20 logs. Upgrade for older history.
- If you are on a paid plan, expand the reservation with View guests.
- Confirm a room number is assigned.
- If the room is missing, check the reservation in the PMS.
View Bill stays pending after checkout
What you see: The checkout pipeline still shows View Bill after completion.
Fix:
- Refresh Status.
- Open View Details for the reservation.
- Compare the newest timestamp in the event log.
- Trust the latest successful or failed evidence.
- Contact support if the dashboard still disagrees with the event log.
Guest bill does not load
What you see: The bill panel stays blank or shows no items.
Fix:
- Refresh the page and open View Guest Bill again.
- Confirm charges are posted in your PMS.
- Try another reservation to confirm bills load.
Edits do not show after saving
What you see: The guest name or room does not update after Save Changes.
Fix:
- Refresh the page and reopen Edit.
- Confirm the reservation shows the correct main confirmation number.
- Wait 1-2 minutes for PMS sync, then refresh again.
Room list is missing rooms
What you see: The room list looks too short or only shows one room type.
Fix:
- Open Room Type in the edit modal.
- Select All to remove the filter.
- Wait for the list to refresh.
Encode Key opens another room in a multi-room stay
What you see: You click Encode Key for one room, but another room opens.
Fix:
- Expand the reservation and click Encode Key on the exact guest row.
- Confirm the row shows the expected Room Number and confirmation number.
- Refresh Command Center and try again.
- If it still opens the wrong room, contact support.
Edit or View Guest Bill is missing
What you see: Edit or View Guest Bill does not appear on the reservation row.
Fix:
- Go to Settings → Essentials → PMS Integration.
- Confirm your PMS shows Connected.
- Refresh Command Center and check again.
- Ask an administrator whether the PMS reports reservation-editing and billing support.
- Contact support if the PMS is connected and the actions are still missing.
Command Center shows a PMS recovery card
What you see: You see Open PMS settings, a setup message, or a note that the saved PMS credentials were rejected.
Fix:
- Open PMS settings from the recovery card.
- Confirm the active PMS is correct.
- Add the missing credentials or update the rejected credentials.
- Save your changes.
- Return to Command Center and refresh the page.
Out-of-service badge is missing
What you see: A room has no Out of service or room-condition badge.
Fix:
- Confirm the reservation has a room number.
- Refresh Command Center.
- Wait for housekeeping data to finish loading.
- Open Housekeeping and check the room there.
- Ask an admin to verify Settings → Essentials → PMS Integration.
If one housekeeping lookup fails, AVA keeps valid room data visible.
The affected room can show — until the next successful refresh.
Out-of-service action is missing
What you see: You see room badges, but not Take out of service or Restore to service.
Fix:
- Ask an admin whether your PMS supports room service status updates.
- Ask an admin to grant HOUSEKEEPING.WRITE permission if appropriate.
- Refresh Command Center after permissions change.
Read-only staff can view room state without mutation actions.
Out-of-service update fails
What you see: AVA shows an error after you select Take out of service or Restore to service.
Fix:
- Refresh Command Center.
- Check the room's current state in Housekeeping.
- Verify your PMS connection is active.
- Try the action again.
- Contact support if the PMS state does not change.
Still Stuck?
Contact success@vouch-technologies.com if:
- ❌ Logs fail to load after a refresh
- ❌ Reservation details never open
- ❌ Live sessions do not appear during active check-ins
Helpful to include:
- Confirmation number or room number
- Time the issue occurred
- Screenshot of the Logs page