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When the error appears

When you try to mark the arrival from the reservation, a Something went wrong window shows the reason, followed by a second one with a generic message. The first message is the one that tells you the cause: note it down or take a screenshot. The check-in doesn’t go through and the reservation stays pending. If you try it from the Reservations list with Mark check-in, the reservation may not change status and you may not see any message. In that case, open it in the planning (three-dots menu → View in planning) and repeat the check-in from the Guests tab: that way you’ll see the reason.

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Common causes

You don’t have to scan the document: the details can be filled in by hand. But every guest must have the required fields complete:
  • First name and surname (with a Spanish DNI, the second surname too)
  • Gender, date of birth and nationality
  • Address: street, city, postcode and country of residence (and the province, if they live in Spain)
  • Document: issuing country, type and number; with a DNI or NIE, the support number too. Only Spanish minors under 14 can be registered without a document.
How to check:
  1. Open the reservation → Guests tab
  2. Review each guest’s record
  3. Make sure every required field is filled in
Guests tab with two guests with incomplete check-in
If everything looks right and it still doesn’t go through, contact support.
The arrival can only be marked between the reservation’s arrival and departure days. Before that you’ll see “It is not yet checkin day!”; if the departure date has passed, “Its too late to checkin”.
  • If the guest arrives earlier than planned, change the reservation dates first. See Change the dates of a reservation.
  • To register a future reservation in advance, use Register pre check-in on the Guests tab and mark the arrival on the arrival day.
  • If the departure date has already passed, contact support.
If the message says the number isn’t a valid identifier, check that the document type is correct (DNI, NIE, passport…) and that the number is typed correctly. If the scanner read a DNI as an NIE, see ID gets scanned as NIE.If the document is correct and the system still rejects it, contact support with the number exactly as it appears on the document.
To register a guest under 18 you need to set their Responsible adult, who must be registered as a guest on the reservation, and their relationship to the child. If either is missing, the system won’t let you check in.How to check: on the minor’s record, there should be a responsible adult selected and a relationship.Register the adults first and the minors afterwards: you can only pick as responsible an adult who’s already registered on the reservation. In the online pre check-in, the guest types the responsible adult’s document number. If that adult hasn’t registered yet, or the number doesn’t match, the message “The document provided does not match any guest in this reservation” appears.If the minor is travelling without any adult on the reservation, or you can’t find where to set it, contact support.
When you type the postcode, Roomdoo fills in the matching Spanish country, province and city, if those fields are empty. If the foreign postcode matches a Spanish one, the guest can end up with a Spanish country or province. When saving, you may see the message “State and country of residence do not match”.How to fix it:
  1. Type the postcode.
  2. Then pick the right country of residence. Changing the country clears the province that was filled in.
  3. Check the city and fix it if it’s a Spanish one.
If you had already picked the country before the postcode and the message appears, change the country to another one and pick the right one again: that clears the province.
This happens when the same customer record is assigned to two guests on the reservation. Review the guests and fix the duplicated one. If you can’t, contact support with the booking reference.

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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 first 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.

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When to contact support

When the message doesn’t match any of the causes above, or if the data is correct and the check-in still won’t go through. Don’t try to resolve it by trying random options. When you contact support, include:
  • Booking reference
  • Screenshot of the error or the exact message (the first one that appears)
  • What you were trying to do (check-in the main guest, a companion, mark arrival, etc.) and from where (the reservation or the Reservations list)
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.