Online check-in FAQs

Updated 2 months ago | 7 min read time
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We created the online check-in feature so that you can speed up check-in by collecting your guests’ information before their arrival. We've done our best to answer some of the most important questions partners like you have asked us about the feature.


What’s in this article


SECTION 1 General information

1.1. What is the online check-in feature?

Our online check-in feature makes it easier for you to collect the guest information you need for their arrival, such as their passport or ID card details. It also allows you to share information with them in advance, for example about how to pick up their keys.

You can access your guests’ information before they arrive in your Connectivity provider’s interface or your dedicated check-in technology provider’s system. That means less manual work at check-in and more time to focus on welcoming your guests. 

1.2. How does the online check-in feature benefit my guests?

Online check-in allows guests to check in and fill in their information online using our familiar and trusted platform – before arrival, from wherever they are. This reduces waiting time at your property and helps to create a smooth and consistent guest experience.

1.3. What types of guests are eligible for online check-in?

Online check-in is available for single room reservations with all types of cancellation policies. Your provider can advise you about your specific circumstances and any possible limitations if you offer online check-in.

Multiple-room reservations and reservations made through other channels will follow your standard check-in process as usual, since online check-in is only available to guests who book on our platform.

1.4. Will I be charged extra for offering online check-in?

Booking.com does not charge any additional fees for using online check-in.

SECTION 2 Activating online check-in

2.1. What about data storage and GDPR compliance? 

We’ve designed the online check-in feature to comply with GDPR requirements. We only act as a data processor between you and your Connectivity provider. We do not store any guest data beyond the check-in process.

2.2. How can I offer online check-in for my property?

We work with a variety of Connectivity providers and dedicated check-in technology providers. Your provider can set up a connection to allow us to activate check-in for your property. 

2.3. Who should I contact with questions?

If you have any questions or feedback, contact your Connectivity or check-in technology provider.

SECTION 3 Day-to-day operations

3.1. What will change for my guests? 

  • Your guests receive an email or notification from us 48 hours before they arrive at your property, prompting them to check in online
  • They can then enter the information you require for check-in, such as their passport or ID card information, on our website or Android app
  • Once your guests submit their information, they’ll be notified that check-in was successful and receive instructions on how to enter your property
  • You’ll be able to see their check-in information in your Connectivity provider’s interface

3.2.What if the guest is unable to complete the online check-in process?

If your guests can’t successfully check in online, we’ll ask them to use your standard check-in process instead.

3.3. Who should guests contact with questions? 

We offer guests an explanation of what’s required at each stage of the online check-in process. If they need to, guests can contact our Customer Service team for help or contact you directly.

3.4. Can I still communicate with guests?

Yes, you can continue to engage with your guests as usual and make them feel welcome. However, to avoid confusion, we advise you not to send any additional check-in information that may conflict with what your guests see during the online check-in process.

3.5. What will change for me and my staff? 

We will take care of collecting the necessary guest data prior to their arrival and will share it with your provider. We advise you not to send any additional communication to your guests requesting this information as it will already be collected by us. 

Further operations to check the guest in will happen in your provider's system as usual.

3.6. Where do I see my guests’ information?

You will receive this information in your Connectivity provider’s interface or your dedicated check-in technology provider’s system and possibly in your PMS. To find out exactly where to find it, contact your provider.

3.7. What happens with guests who booked through other channels?

Our online check-in feature is only available on our platform. Guests who book your property through other channels or your own website will check in using your standard process.

3.8. How can my guests check out? 

Your guests will check out using your standard process.

3.9. What if the check in request is denied due to incorrect/incomplete information?

If the property denies the check in request for some reasons, the guest will be notified by email.

3.10. Can guests who made last-minute reservations check in online?

Yes, guests that make last-minute reservations where the check-in date is closer than 48 hours, will also get an invitation to check in online. 

3.11 Where can I add the instructions for the guests on how to pick up their key?

You can add the instructions for the guest to pick up their key directly in your provider’s system. Your provider will share this information with us and we will send it to the guest directly in their own language to ensure a smooth check-in process for both you and the guests. 

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