Customer Support

Make check-in smoother for your guests by collecting their information before arrival with a check-in form. Create a customised check-in form in Guest Engagement, then send guests a message before arrival asking them to complete their online check-in. You can set the scheduled message to send at a time that works for your property — most properties send it 2 days before arrival.

When guests click the check-in button in the message, they can, for example:

Sign the form digitally using their mouse or finger on their smart device.

- Choose the number of guests checking in.
- Provide their details as the main guest.
- Add details for additional guests.
- Accept your terms and conditions.
- Sign the form digitally using their mouse or finger on their smart device.

Your guests can also access their check-in form anytime through your Concierge page.

Go to Guest Engagement &gt;Check-in &gt; Check-in form.

Select the type of question you want to add from preset or custom options.

Enter the question text in the field provided.

Add any translations needed for active languages.

Set validation rules if required for the question.

Tick This question is mandatory if the question must be answered.

Click Save changes after configuring each question.

Use drag and drop to arrange questions in your preferred order.

1. Go to Guest Engagement &gt;Check-in &gt; Check-in form.
2. Click the Add button.
3. Select the type of question you want to add from preset or custom options.
4. Enter the question text in the field provided.
5. Add any translations needed for active languages.
6. Set validation rules if required for the question.
7. Tick This question is mandatory if the question must be answered.
8. Click Save changes after configuring each question.
9. Use drag and drop to arrange questions in your preferred order.

Once you have created your form, activate it by turning the “Active” toggle to its on position.

💡 Note: Questions will appear in your default language if translations are not provided. Configure your default language in Settings &gt; General &gt; Localisation &gt; Default language.

To set up a scheduled message for your check-in form:

Go to Guest Engagement &gt; Communication &gt; Scheduled Messages.

Next to Pre-stay, click the Create new button.

Create your message, and set up the sending rules and segmentation.

If needed, add custom translations for your enabled languages.

1. Go to Guest Engagement &gt; Communication &gt; Scheduled Messages.
2. Next to Pre-stay, click the Create new button.
3. Click on Check-in.
4. Create your message, and set up the sending rules and segmentation.
5. If needed, add custom translations for your enabled languages.
6. Click Save.

After guests submit their check-in information:

Their profile updates automatically in Guest Engagement.

You receive the information you need for a smooth arrival.

Guests receive an automatic confirmation message with their check-in details.

- Their profile updates automatically in Guest Engagement.
- You receive the information you need for a smooth arrival.
- Guests receive an automatic confirmation message with their check-in details.

Learn how to streamline your check-in process by collecting guest information before arrival with Guest Engagement.

How the check-in form works

Create your check-in form

Create a scheduled check-in message

After guests complete the form