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Online Check-in FAQs

Updated 3 weeks ago | 7 min read time
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We created the Booking.com Online Check-in solution 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 solution.


What’s in this article

SECTION 1 General information

SECTION 2 Activating online check-in

SECTION 3 Day-to-day operations


 

  • The solution 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.

     

  • The solution 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.

  • 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.

     

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

  • We’ve designed the Booking.com Online Check-in solution 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.

  • 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.

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

    • 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, we’ll send it to you through your Connectivity or check-in provider 
    • Once you review the check-in request and confirm it in the provider interface, your guest will be notified that check-in was successful and receive instructions on how to enter your property
  • If your guests can’t successfully check in online, we’ll ask them to use your standard check-in process instead.

  • 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.

  • Yes, you can continue to engage with your guests as usual. 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.

  • 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 request this information yourself, as it will already be collected by us.

    We also advise that you or your staff avoid asking guests to fill in the information again after arrival, and instead use the information already collected and available in your provider’s system. For specifics on how to manage check-in requests, please check your provider interface.

  • You can find this information in your Connectivity provider’s interface or your check-in provider’s system. You may also be able to see it in your PMS. Because each provider will have a different guest and partner interface, please contact your provider to find out exactly where your guests’ information is.

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

  • Your guests will check out using your standard process.

  • If for any reason a guest is unable to check in online, they will be notified by email.

  • Yes. Online check-in is available to all guests within 48 hours of their date of arrival.

  • You can add these instructions directly in your Connectivity or check-in provider’s system. Your provider will share this information with us, and we’ll send it to the guest directly via email or in the Android app in their own language.

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