Mobile and Contactless Check-In

Mobile and Contactless Check-In allows your incoming guests to check in at your Property WITHOUT first going to the front desk. Mobile/contactless check-in may be used with any reservation process - either at the Property directly, (in-person or by telephone), or using the External Web Reservation system. This enables you to streamline their check in process and increase efficiency at your Property. This does however mean that any mobile and contactless check-in makes assumptions about the reservation. Mobile/contactless check-in is for ONE ROOM reservations with no associated problems (no previous guest complaints or denials), made with a credit card only. Mobile/contactless check-In may be used for any reservations that fit these criteria. Other reservations will still need to be checked in at the front desk. Mobile/contactless check-in cannot be used if the reservation is for more than one room, if the guest account is not in good standing, or if a credit card is not currently on file for the reservation.

Note: It is not required that the credit card used in making the reservation is also used during the mobile/contactless check in, any credit card can be used. There just needs to be a credit card used during the reservation process to then use mobile/contactless check in.

 

Mobile/contactless check-ins may only take place on the reservation's day of arrival, after the Property's designated check-in time, in order to prevent errors.

Once a reservation has been checked in (has FOL status) using the mobile/contactless check-in process, the check-in time will have the designation "-M" applied the end to indicate that the guest checked in without visiting the front desk.

 

Mobile Check-In: The guest uses the URL link provided in the reservation confirmation email to reach the check-in screen, and after confirming their details receives the email providing access to the electronic key/code to enter the accommodation. This form of remote check-in should be utilized for your preferred guests ONLY, as it does not require a registration card to be signed nor a credit card swipe to allow the check-in to proceed. Mobile check-in assumes the guest has a "trusted" status already established and allows the guest to by-pass the kiosk step required using contactless check-in to get the key.

Contactless Check-In: This form of remote check-in may be used for ANY guest types, and requires a contactless "kiosk" (set up with a computer terminal/tablet, and an associated pin/EMV machine) where the incoming guest can find their reservation, digitally sign the registration card, and complete the credit card transaction before receiving the email providing the electronic key/code (as in mobile check in).

Skyware Systems offers both mobile AND contactless check-in options. Once set up, your Property may utilize either or both of these forms of remote check-in, depending on your preferences.

 

 

The process of allowing mobile/contactless check-in at your Property is relatively simple, but does require a few steps.

 

Property Definition

 

The Property Definition screen has several areas on multiple tabs which will need to be adjusted to allow for mobile/contactless check-in.

 

 

On the Other tab, in the Other Configuration Items section, you MUST have the "WEBALLOWCHECKIN" option set to "Y" to allow ANY mobile or contactless check-ins.

Property Definition screen Other tab with Other Configuration Items section highlighted and arrow indicating the need to scroll down the section

This section is alphabetical; scroll down to find the option within the section.

Other Configuration Items section with arrow indicating the need to scroll down the section and WEBALLOWCHECKIN option highlighted

If the value is set as "Y" simply leave it as is. If it is set as "N" click on the option to change it.

Clicking on the WEBALLOWCHECKIN option will open the Other Hotel Definitions screen, with the option selected and displayed on the right.

Other Hotel Definition screen showing WEBALLOWCHECKIN option detail for editing

Item: The name of the configuration option.

Value: The Value given to this configuration option.

Description: The description of the configuration option, explaining what function the option performs.

Note: ONLY the Value Field will be available for changing. Change the value field by manually typing in Y (for yes) instead of N (for no).

Changing the value field will make the save icon in the local tool bar live.

Other Hotel Definitions local tool bar

Save the change, then click the button "Property Definitions" to return to the Property Definitions screen. The WEBALLOWCHECKIN option should now have the value "Y".

Note: By default, the Web Check-In time is set in Skyware as 15:00 (24 hour clock, 3pm). This means that - once web check-in has been allowed - it will be available after 3 pm on the arrival date.

Web Check In time selection, Other Hotel Definition screen showing WEBMOBILECHECKINTIME option detail for editing

IF you wish to ADJUST the web check-in time, click on the WEBMOBILECHECKINTIME option and change the given time in the Value field on the Other Hotel Definitions screen. Use military time, 24 hour clock values for this option. Again, changing the value field will make the save icon in the local tool bar live, allowing you to save the change.

 

 

The Reg/Conf tab contains the field "Mobile Check-In Confirmation". This field allows you to add the custom email that will be sent to a guest once mobile/contactless check-in has occurred, containing the electronic key code details allowing the guest to enter the accommodation.

Property Definition screen open to the Reg/Conf tab with mobile check-in confirmation email selection field highlighted

Mobile Check-In Confirmation: This is drop-down menu. Use it to select the custom email containing the details allowing them entry into the accommodation, that will be sent to the guest once the check-in process has been completed.

Note: The custom confirmation email must have been previously generated to be available for selection here. For information on creating this custom email, please see How to create or customize your documents.

 

 

Property Definition screen Web/E-Mail tab with Mobile Check-In fields highlighted

External Mobile Check-In Disclaimer: This field is for the external mobile check-in disclaimer that will be displayed when the guest uses the mobile check-in option after reserving a room using Skyware’s external web reservation system. Enter it manually into the field.

External Mobile Confirmation Message: This field is for the external mobile check-in confirmation message that will be displayed when the guest uses the mobile check-in option after reserving a room using Skyware’s external web reservation system. Enter it manually into the field.

 

 

Mobile/contactless check-in utilizes the NEW purchased (ADA compliant) version of the Web Reservation system. The same web code fields are used for mobile check-in as for the ADA compliant external web reservation site. If this version of the external website is used by your Property, the relevant HTML text should already be entered here in the appropriate fields (Responsive/Mobile External Resv. HTML (Top) an Responsive/Mobile External Resv. HTML (Bottom)) on this tab to "encapsulate" the screen seen by the user.

Property Definition Screen, Web Code tab, fields for use with NEW website highlighted

If your Property uses a different version of the web booking site, enter the HTML text (it is recommended that you copy and paste from the used fields) now into the Responsive/Mobile External Resv. HTML (Top) an Responsive/Mobile External Resv. HTML (Bottom) fields. Doing so will mean that the mobile check-in screen will appear with the same customization that appears on the external web reservation site. (see External Web Reservations Set Up for more on the customization process).

 

Guest Types

 

Depending on if your Property will be using MOBILE check-in or not, you may need to adjust the guest types. Only guest types with the check box "Allow Mobile Check-In?" checked will have mobile check-in be available as an option for their reservation. This option is found on the general tab of the Guest Type Maintenance screen.

Guest Type Maintenance screen example with check box to allow mobile check-in for the guest type highlighted

Allow Mobile Check-In?: This box may be checked or unchecked. It MUST be checked to allow mobile check-in for this guest type.

Check this box for each guest type that will be allowed to use mobile check-in.

 

Note: ANY guest type can use the contactless check-in option. Mobile check-in assumes that the guest has a "trusted" status already established, and therefore requires extra action on your Property's part to indicate this.

 

 

To ensure that your guests know that they can use mobile/contactless check-in, you should add the information to the reservation confirmation email that will be sent whenever a reservation is made.

If your Property will be using MOBILE check-in, you must also add the URL link for the guest to follow to reach the check-in screen. For example, see https://www.skywaresystems.net:444/SkyCheckIn?PropertyRowID=157&HotelID=1&MenuRowID=2764&ConfirmNo=44C12986 to open a sample check-in screen.

For help on making these changes to the reservation email please see How to create or customize your documents for details.

Note: Mobile Check-in is available ONLY on the arrival date, after the specified check-in time, for the allowed guest types. If the link is used prior to this, or by a guest type not designated as allowed, after the details have been entered an error message informing the guest that the itinerary cannot be found and instructing them to call the front desk will appear. This prevents any check-ins occurring in error.

 

 

 

For a guest, mobile check-in is simple. On the day of arrival (after the specified check-in time), the guest uses the URL link provided in the reservation confirmation email to reach the check-in screen, open to the Find Your Reservation tab.

For mobile check-in, the reservation confirmation number will have been automatically entered.

Check-in screen for mobile check in example

The guest must complete the other fields then click the "Press to find your reservation" button to proceed.

Find your reservation tab with press to find your reservation button highlighted

Note: If the details have been entered incorrectly, OR it is not yet the day of arrival/after check-in time, an error message informing the user that the itinerary could not be found will appear, informing the guest to contact the front desk.

Mobile check-in error message

If instead the guest is not authorized for a mobile check-in, an error message informing them that they are unable to do so will appear at this point.

Error message for guest attempting to use mobile check in that is not authorized to do so

Once the correct details are submitted, the Verify Your Information tab will open. This tab displays the reservation details.

Verify your Information tab with verify email field highlighted

These details are for review only and cannot be changed here. If the reservation needs any amendment, the guest must contact the front desk to do so. Only the Verify Email field will be available for any changes. This email is where the email providing access to the electronic key/code for the accommodation will be sent, so the guest should ensure that the desired email address is shown here.

Note: The guest will need to acknowledge that they have read and understood the mobile disclaimer by entering the last 4 digits of the credit card used to make the reservation, before clicking the "Proceed with Check-In" button.

This will complete the check-in process for the guest, opening the Confirmation tab and sending the email providing access to the electronic key/code to enter the accommodation.

Confirmation tab with room number the guest is now checked into highlighted

From this screen, the guest may also check in another reservation if desired.

Confirmation tab with Check in another reservation button highlighted

Clicking the "Check In another Reservation?" button will open the Check-In screen open to the Find Your Reservation tab, to begin the check-in process for the next reservation.

 

 

A guest using contactless check-in must use the designated contactless kiosk area, which should contain a computer terminal/tablet, and an associated pin/EMV machine.

The computer terminal/tablet at the kiosk should be showing the check-in screen open to the Find Your Reservation tab.

Check-in screen open on the verify your reservation tab

The guest must complete the fields shown then click the "Press to find your reservation" button to proceed.

Note: If the details have been entered incorrectly, OR it is not yet the day of arrival/after check-in time, an error message informing the user that the itinerary could not be found will appear, informing the guest to contact the front desk.

Mobile check-in error message

Once the correct details are submitted, the Verify Your Information tab will open. This tab displays the reservation details.

Verify your Information tab with verify email field highlighted

These details are for review only and cannot be changed here. If the reservation needs any amendment, the guest must contact the front desk to do so. Only the Verify Email field will be available for any changes. This email is where the email providing access to the electronic key/code for the accommodation will be sent, so the guest should ensure that the desired email address is shown here.

Note: The guest will need to acknowledge that they have read and understood the mobile disclaimer by entering the last 4 digits of the credit card used to make the reservation, before clicking the "Proceed with Check-In" button.

 

UNLIKE with mobile check-in, at this point a pop-up window will appear on the screen with a message:

"Next - please sign the electronic registration followed with inserting/swiping your credit card on the signature pad. Press Yes when ready."

Pop-up window instructing guest to sign the registration and swipe the credit card

The guest should click the button "Yes" to initiate the digital signature followed by a card swipe.

The guest will need to now use the OTHER machine at the kiosk, the Pin/EMV machine, to sign the registration card and swipe the credit card to be used for payment (it is not required that the credit card used in making the reservation is also used during contactless check in, any credit card can be used).

 

This will complete the check-in process for the guest, opening the Confirmation tab on the computer/tablet screen and sending the email providing access to the electronic key/code to enter the accommodation.

Confirmation tab for contactless kiosk

Note: Due to security reasons, the room number will NOT be displayed on the confirmation screen shown at the contactless kiosk.

From this screen, the guest may also check in another reservation if desired.

Confirmation tab with Check in another reservation button highlighted

Clicking the "Check In another Reservation?" button will open the Check-In screen open to the Find Your Reservation tab, to begin the check-in process for the next reservation.

Note: This confirmation screen will be displayed on the kiosk screen for 60 seconds; after 60 seconds it will automatically return to the "Find your reservation" screen.

 

Date Updated August 18, 2021