During check-in, you can ask guests to confirm their identity before arriving at your property.
Requesting an ID
The ID can be requested from guests optionally or mandatorily, in different places:
- in the Pre-check-in form: you can display a message asking the gues to present their ID to the check-in agent (in the case of an in-person check-in), or ask them to upload the ID of the guest who made the reservation or of all guests
- in the Guest registration form: the guest provides, in particular, the type of ID, the country of issue, and the ID number
You can also remind guest to provide their ID in different places:
- in the Guest space: the guest is automatically informed that certain items are missing before they can access the arrival instructions, and the link to the form is displayed
- in the Automatic messages: you can send a reminder stating that submitting IDs is mandatory
Making ID submission mandatory
From the main menu, go to Configuration > Offices
In the last column, Actions, click ... > Guest space and guest forms
Pre-check-in form
Go to the Pre-check-in form tab
Several options allow you to choose whether submitting the ID should be mandatory or optional from the pre-check-in form :
- Specify whether you want to display a message informing the guest that an agent will check their ID during check-in if the check-in is in person
- Specify your general ID verification policy
- Specify your ID verification policy for Airbnb
Guest registration form
Go to the Guest registration form tab
If you activate the guest registration form, it cannot be customized, as it already contains all the information that the guest must provide.
Approving or rejecting an ID
Once the guest has uploaded their ID, you will find it on the reservation details page.
Click on Review. You can then upload a new photo, approve or reject it.
If you approve the ID
If the ID is approved and all configured conditions are met, the guest can receive their arrival instructions according to your configuration.
If you reject the ID
- A window opens so you can specify the reason for the rejection
- The reservation page then displays a warning and the reason for the rejection.
- The rejection causes the pre-check-in form to reopen, allowing the guest to upload new valid IDs.
- The information is flagged in the agent's task. This prompts the agent to check the ID in person when an in-person check-in is scheduled.
- You can also create a dedicated automatic message for ID rejection to ask the guest to re-upload their ID. Remember to use useful variables such as the reason for the rejection and the pre-check-in form link. Assign a smart trigger to the message to send it automatically when a guest's IDs have been rejected
- Once the new IDs have been uploaded, the status changes back to Unverified, so you can check and validate them again
Reservation-related risk criteria
The guest's rejected ID is a risk criteria.
If you activate it for your location, it will increase the reservation's risk score when an ID has been rejected.