Online check-in FAQs

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


In this article


SECTION 1: General info

1.1. What is the online check-in feature?

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

You can access your guests’ info 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 enter their info online using our familiar and trusted platform – before arrival, from wherever they are. This reduces waiting time at your property and helps 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, 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 doesn’t 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 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 don’t 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 that will prompt them to check in online 48 hours before they arrive at your property.
  • They can then enter the info you require for check-in, such as their passport or ID card info, on our website or Android app
  • Once your guests submit their info, 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 info in your connectivity provider’s interface

3.2.What if the guest can’t complete the online check-in process?

If your guests can’t 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, don’t send any additional check-in info 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’ll take care of collecting the necessary guest data before their arrival and will share it with your provider. Don’t send any additional communications to your guests requesting this info because we’ll have already collected it. 

Further tasks to check guests in will happen in your provider's system as usual.

3.6. Where do I see my guests’ info?

You’ll receive this info in your connectivity provider’s interface or your dedicated check-in technology provider’s system, and possibly in your PMS. To learn where exactly 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 or incomplete info?

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

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

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

3.11. Where can I add instructions on how guests pick up their keys?

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

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