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Check-In Blocked Fast Triage

Quick Triage

Most front desk blockers are fixed in under 2 minutes.

Use this guide when the guest is at the desk and check-in cannot continue.

60-Second Triage​

  1. Confirm you are on the correct reservation.
  2. Identify the blocker in the table.
  3. Apply the fix.
  4. Resume check-in.
BlockerWhat you seeAction
Reservation not foundScan fails or no resultSearch by confirmation number and verify arrival date (see How to Complete a Check-In)
Name mismatch with documentName on reservation differs from legal ID/passportFollow Check-In Blocked: Name Mismatch
Required steps incompleteProceed to Check-In is disabledComplete all required steps for each guest (see How to Complete a Check-In)
Payment/deposit incompletePayment requirement still pendingCollect payment in Reservation Requirements (see How to Complete a Check-In)
Room status blocks check-in"Room not ready" or no room availableVerify room assignment and status. If you use eZee, clean one matching room in Housekeeping, then refresh and retry.
Room assignment failedFriendly room-unavailable message in the Information modalCheck the PMS room assignment, clear the conflict, then retry
Cloudbeds room conflict"cannot check this reservation in until ... assigned to this room is checked out"Check out the active stay or reassign rooms in Cloudbeds, then refresh AVA and retry
Cloudbeds guest country requiredGUEST_COUNTRY_REQUIRED or "Nationality required"Fill Nationality or Country of Residence before companion check-in, then retry
Guest move reconciliation failsGuest is not attached to the source reservationRefresh the reservation, confirm the source and destination rooms, then move the guest again
Room access not available after check-inNo keycard/PIN/code shownUse room access troubleshooting in How to Complete a Check-In
Cloudbeds companion rejection

If Cloudbeds rejects companion creation, AVA shows the same GUEST_COUNTRY_REQUIRED error. Fill Nationality or Country of Residence, then retry the companion check-in.

Guest-safe room assignment errors

When PMS room assignment fails, guests now see a friendly message in the Information modal. AVA no longer shows raw vendor text or guest names.

Name Mismatch: Do This First​

  1. Verify the guest identity using the travel document.
  2. Update the reservation name to the legal name in the supported edit flow, or in your PMS.
  3. Confirm the update syncs to AVA.
  4. Continue check-in after names match.

Open the complete workflow: Check-In Blocked: Name Mismatch

Room Assignment Failed With a Friendly Message​

What you see: The guest sees a friendly room-unavailable message in the Information modal.

Why this happens: AVA could not assign the requested room in the PMS.

Fix:

  1. Open the reservation in your PMS.
  2. Check whether the room is already booked or blocked.
  3. Reassign the room, or clear the conflict.
  4. Return to AVA and retry check-in.

✓ The guest should see the friendly message again only if the PMS conflict still exists.

eZee Assign-Room Shows No Rooms Available​

What you see: The room picker is empty, or the guest cannot continue after assign-room.

Why this happens: AVA only offers clean rooms for eZee. If every matching room is dirty, nothing appears.

Fix:

  1. Open Housekeeping.
  2. Mark one matching room Clean.
  3. Return to the reservation and click Refresh.
  4. Try Assign Room again.

✓ The room picker should show at least one eligible room.

Cloudbeds Room Conflict​

What you see: Check-in fails with "cannot check this reservation in until ... assigned to this room is checked out".

Fix:

  1. Open the reservation in Cloudbeds.
  2. Find the reservation still assigned to the same room.
  3. Check out that stay, or move one booking to a free room.
  4. Go back to AVA and click Refresh in Operations View.
  5. Start check-in again.

✓ Check-in should continue after the room conflict is removed.

Guest Move Reconciliation Failed​

What you see: Check-in stops after you move a guest between rooms, and AVA shows Guest is not attached to the source reservation.

Why this happens: The guest move in AVA no longer matches the PMS state for the source or destination reservation.

Fix:

  1. Refresh the reservation.

  2. Open the source reservation in your PMS.

  3. Confirm the guest is still attached there.

  4. Check that the destination room is still correct.

  5. Move the guest again if needed.

  6. Retry check-in.

    ✓ The guest should move cleanly once the PMS state matches again.

Prevention for Future Shifts​

Ask guests to report nickname/alias bookings before arrival:

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ The conflict message still appears after room reassignment
  • ❌ You cannot identify the active stay in Cloudbeds
  • ❌ Check-in stays blocked for more than 15 minutes

Helpful details to share:

  • Screenshot of the full error message
  • Reservation confirmation number
  • Time the issue started
  • Actions already tried