Online Check-in (often referred to as Pre-checkin) in ChargeAutomation is an automated guest journey designed to collect essential information, verify identities, and ensure compliance before a guest arrives at your property.
Here is a breakdown of how the process works for both the guest and the host:
1. The Guest Journey (Step-by-Step)
Pre-Check-in Form: Before accessing their stay details, guests are guided through a "Pre-Check-in" flow where they:
Provide basic contact information.
Upload a Passport or ID (which can be verified via biometric name-matching).
Sign your Rental Agreement or Terms & Conditions.
Payments & Protection: If required, the guest pays their remaining balance and chooses between a Security Deposit (hold) or a Damage Waiver (fee).
Upsells: Guests are offered optional extras like early check-in, late check-out, or mid-stay cleanings.
The Portal Landing: Once all mandatory steps are complete, the guest "unlocks" the portal, where they can see:
Access Codes (Lockbox or Smart Lock PINs).
Wi-Fi Details and directions.
Digital Guidebook with house rules and local recommendations.
2. The Host Experience
Data Sync: All collected information (guest details, signed agreements, ID photos) is stored in the ChargeAutomation dashboard and, depending on your integration, synced back to your PMS.
Real-Time Updates: You receive notifications when a guest completes their check-in or purchases an upsell, allowing you to manage your operations (like cleaning schedules) more efficiently.
3. Key Benefits
Zero-Touch Check-in: Guests can go straight to the property without meeting anyone for keys.
Chargeback Protection: By collecting IDs and signed agreements, you are significantly better protected against credit card disputes.
Increased Revenue: The automated upsell flow typically increases the average booking value by offering services at the exact moment the guest is thinking about their trip.
đ Customer Journey
See below an example of a customer journey. You can turn on/off every part of the journey or customize it based on booking source & property so each guest only see what is applicable to them.
 When new reservation is made, customer Receives Link Via Email/SMS to complete pre-check-in. The link brings customer to this web page (no download required) |
 Email, phone number & guest numbers are automatically pre-filled for easy experience. If masked email is detected, system strips it out & will ask customer to put their real email address. |
 If Reservation payment or security deposit collection is enabled for the booking source, customer can view payment schedule and add/change payment method. |
 You can create custom questions to collect necessary information. These questions can be segmented based on property & booking source. |
 You can collect customer ID. You can further customize this option based on booking source & property. |
 You can collect customer Selfie. You can further customize this option based on booking source & property. |
 You can create 2 types of Upsells: Mandatory or Optional. They can both be customized based on booking source & property. You can make optional upsells to be purchased instantly or by request. If by request, you can accept/decline anytime. |
 You can collect E-signature, acceptance of your terms & conditions. These agreement can be downloaded anytime in case of any dispute. |
 Guest Portal Once Online check-in is completed, customer is granted access to their personalized Portal. customer can access instructions, guides, WiFi, access code, purchase available upsells and chat.Any of the above data can be restricted until certain conditions are met |
Note: Some of the features mentioned above require you to be in the paid plan.
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