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Check-In Blocked by Name Mismatch

Use this guide when the reservation name does not match the guest's legal travel document name.

Legal Requirement

In most jurisdictions, hotel registration should match the guest's legal travel document name. If names do not match, update the reservation before completing check-in.

What This Looks Like​

  • The guest booked with a nickname, alias, or short name.
  • The reservation name and passport/ID name are different.
  • Staff is unsure whether to proceed.
  • The only difference is a patronymic marker like bin or binti.
Thai and CJK names

If both the reservation and document use Thai, Chinese, Japanese, or Korean, AVA may match the native-script names directly. If check-in still blocks, one side likely lacks native-script text or the names truly differ.

Patronymic Markers Only​

What you see: The reservation omits bin, binti, binte, bte, S/O, or D/O.

Fix:

  1. Check whether the full legal name still matches.
  2. If the names only differ by the missing marker, AVA may already accept it.
  3. If check-in still blocks, look for another name difference before editing the reservation.

Fast Fix During Live Check-In​

  1. Verify guest identity using passport/ID.
  2. Update reservation name to legal name:
    • Cloudbeds, AVA, Mews, Opera, and eZee: edit guest in reservation details.
    • Other PMS providers: update guest profile in PMS.
  3. Confirm the updated name appears in AVA.
  4. Continue check-in after names match.
  5. Add a reservation note documenting the change.

Assisted Check-In Override​

Quick Check

Use this when you are standing with the guest in Assisted Check-In (ACI).

If your property enables the override, AVA lets you confirm the mismatch on the kiosk. You do not need to email an OTP to the guest. The override applies to the full reservation session.

What to Do​

  1. Confirm the passport or ID matches the guest.
  2. Select the override prompt on the kiosk.
  3. Continue the check-in flow.

When It Does Not Appear​

What you see: The kiosk still shows OTP or keeps blocking the guest.

Fix:

  1. Confirm the session is ACI, not CCI.
  2. Check that the override is enabled for your property.
  3. Start a new check-in session and try again.
  4. If it still does not appear, update the reservation name and continue.
Self-service stays unchanged

CCI still uses the normal OTP flow for eligible guests.

PMS-Specific Workflow​

Cloudbeds, AVA, Mews, Opera, and eZee​

  1. Open reservation details.
  2. In Guest Information, click the pencil icon.
  3. Update first and last name to match legal travel document.
  4. Save and re-check the reservation in AVA.

Other PMS Providers​

  1. Open the guest profile in PMS.
  2. Update the legal name in PMS.
  3. Wait for sync to AVA, then refresh reservation details.

What to Tell the Guest​

Use a clear, policy-safe explanation:

"To complete check-in, we need the booking name to match the passport or ID name. We can update that now and continue."

Prevent This Before Arrival​

Add a reminder in pre-arrival communications asking guests to report nickname/alias bookings:

Suggested line:

"If you booked under a nickname or a name different from your passport or ID, please contact us so we can update it before your arrival."