Check-in Kiosk

Overview

Our HotelPass Kiosk offers an ideal solution for properties looking to simplify and enhance the guest check-in experience. Whether you operate a self-service property, lack a 24/7 front desk, or simply want to provide guests with an additional check-in option, the Check-in Kiosk and HotelPass can meet all your needs.

Requirements

• an ELO device from our supported devices list
• a configured Check-in Kiosk (reach out to our support team at [email protected] for configuration). You will need to provide the device SERIAL NUMBER.

How Does It Work?

Guests can scan a QR code, that you've provided them, at the Check-in Kiosk in your property to seamlessly locate their booking and (depending on your settings) pay on a connected terminal and encode their key card. For best guest experience it is recommended that they've checked-in online prior to arriving at the property through our Online Check-in.

Here’s a step-by-step guide to the guest journey:

After booking creation

Once a guest has their booking created you can provide them the QR code through the confirmation email.

• if you use our default confirmation email template, the QR code will be automatically added to it

• if you use a custom confirmation email template you must add the {{booking.qr_code | qr_table}} placeholder in it.
• Alternatively, you can add the placeholder to any other email that you've created in the Guest Mailer.

Online Check-in

• Guests receive a link to the Online Check-in via the Booking Confirmation Email or any other pre-arrival communication.
• Guests can initiate their Online Check-in at any time after receiving the email by following the provided link.
• They will complete their registration cards by entering any missing but required information. This can be done manually or by using the ID processor to scan their ID card or passport. Depending on your settings, guests may need to fill out one registration card for the booking (for the main guest) or one for each guest.
• Guests will sign the registration cards and agree to your hotel’s terms and conditions, as well as guarantee and cancellation policies.
• Depending on your requirements, guests may need to pay their bill or provide card details if not already provided.
• Once the online check-in is completed, guests will automatically receive the HotelPass email with the same QR code, which they can add to their Google or Apple Wallet. 

• At this stage, the booking status will still show as 'Expected,' but it will be marked as 'Online Checked-in'.

Physical Kiosk

• Upon arrival, guests open the QR code on their device and scan it at the Kiosk.
• They will be presented with their booking information.
• If payment was not required during the Online Check-in, guests will need to pay via a connected card terminal located near or on the Kiosk (refer to our Hardware article for more details).
• If using key cards, guests will be prompted to pick up and encode a card on the connected encoder, which should be placed near the Kiosk.
• Once this process is complete, guests are fully checked in and can proceed to their room.

Check-in Specifics

• If guests have not checked in online when they scan their HotelPass on the Kiosk will then display a QR code that directs them to the Online Check-in process. After completing this, they can use the HotelPass to complete the Kiosk check-in.
• If a room has not been allocated to the booking, it will be automatically assigned during the Kiosk check-in. The room will be selected from the booked room type, available for the entire stay, and marked as clean.
• If a room has been allocated, it must be marked as clean for the Kiosk check-in to be completed. If the room is still marked for housekeeping, guests will be notified that their room is not yet ready and they will need to wait.
• If guests have multiple open folios with charges, they will need to pay each one to complete the check-in process.