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When the error appears

When you try to mark a reservation’s check-in, instead of completing, you get a screen with a generic message (something like “Something went wrong” or a validation error). The check-in doesn’t go through and the reservation stays pending.

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Common causes

Even though the system message is generic, it’s almost always one of these:
If the guest record doesn’t have the ID document scanned, or has required fields missing (name, date of birth, nationality, document number), the system won’t let you complete the check-in.How to check:
  1. Open the reservation → Guests tab
  2. Review each guest’s record
  3. Make sure every required field is filled in
If everything looks right and it still doesn’t go through, contact support.
If the reservation has a minor but no responsible adult has been linked (because neither parent is also staying at the hotel), the system blocks the check-in.How to check: on the minor’s record, there should be a responsible adult selected.If you can’t find where to set it, contact support.
Some mobile models or older browser versions don’t transmit the signature correctly. The check-in stays waiting for a signature that was already drawn but never reached the system.Workaround: ask the guest to sign from Chrome in portrait mode. If that doesn’t work, contact support.
If the customer has another active reservation where they’re already checked in (In-house), their record may appear locked for new operations. It’s rare but happens, for example, when a customer has consecutive stays.If you think that’s the case, contact support with the booking references of both reservations.

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What to do if you can’t find the cause

1

Note the booking reference

Clearly identify the booking reference of the affected reservation.
2

Capture the error

Take a screenshot of the message that appears when you try the check-in. If there’s no explicit message, note what you see.
3

Contact support

Send all the info to support. Most check-in errors need a technical review.

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When to contact support

Almost always. Unlike other cases, check-in blocks usually require checking the reservation’s detail in the back-office or reviewing the guest flow. Don’t try to resolve by trying random options. When you contact support, include:
  • Booking reference
  • Screenshot of the error or the exact message
  • What you were trying to do (check-in the main guest, a companion, mark arrival, etc.)
  • Whether the guest had their ID scanned or not
Don’t delete the guest record or create a new one to “bypass” the problem. The original record holds the reservation’s audit trail, and compliance (SES, INE) depends on it being correct.