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What the problem looks like

The auto check-in link (also called online pre check-in) lets the guest complete their details before arriving at the hotel. If the guest reports that the link won’t let them in, shows an unexpected register screen, an error of page not found, or an expired-link message, there’s a failure we need to look into.

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What to do

Is the reservation from Booking.com? If the guest doesn’t receive the link or can’t open it, the most common cause is that Roomdoo’s emails and domain haven’t been authorised in your extranet yet. Check Booking.com: authorise Roomdoo’s emails and links before writing to us. Bear in mind too that the button in the email can’t be tapped in the Booking app: see how your emails reach the guest.
You can open the pre check-in link yourself from the folio, with the Public link button at the bottom, to check whether it loads and, if needed, copy it and send it to the guest again.
Folio record with the Public link button highlighted at the bottom
If the link still doesn’t work, contact support and let us know:
  • Booking reference
  • Screenshot of what the guest sees (if they can provide it)
  • Whether it affects only that guest or several
We review it and, depending on the cause, regenerate the link or adjust the configuration so it works again.

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When to contact support

Always. Auto check-in link failures are usually tied to the subdomain or pre check-in flow configuration on your property and can’t be resolved from the Roomdoo app.