Pre Check-in FAQ – Duve

Q: How can I make sure that my guest's Online Check-in information is successfully synced to my PMS?

A: Please try these steps to troubleshoot:

Ensure that the toggle for 2 way sync of details is activated on the PMS Connection. To do this, go to Settings > Connections > click on your PMS connection and ensure the toggle is on.
Check the example reservation and go to the logs. If all was successfully synced, there should be a log "Pre Check-in data successfully synced to {{PMS}}".
1. If there is no such log, it means that there was an error syncing some details from Duve to your PMS. To find out why there were errors, please contact Duve's Support team with the reservation number.

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Q: Where can I find my guests' data that they filled in the Pre Check-in?

A: There are 3 places where you can go over the answers from your guests:

Tasks page:
When a guest completes the pre-check-in, that information will appear there. The "Custom questions" column will be marked as a "Yes" or a "No" (if the guests answered, it will be "Yes") and by hovering the "Yes" or "No", you will see the guest's answer:

Also, you can add a column that will show the number of guests the main guest added. The column name is "Adults, children & babies" and needs to be added manually:
The reservation page:
In there, under the "Pre-check-in" section you will see all the info that the guest updated in the "Pre-check-in":
Notification email:
When a guest completes the "Pre-check-in", an email is sent with the summary of the "Pre-check-in" and there you can also see all that information (the custom questions will appear at the end of the summary). As I can see, you marked to received those emails:

Q: I need to ask documents from all guests but Airbnb, how can this be done?

A: Within the Required Documents settings, you can add a condition to disable this feature for Airbnb booking source:

Q: Where can I set a pre-check in reminder message (SMS/Whatsapp)?

A: Under the Scheduled messages, you can set up a reminder message to check-in, with the conditions of your choosing. You can send it by SMS, WhatsApp, Chat, Email, or all.

Q: How do I remove the option of editing the number of guests in the check in process?

A: Under "Extra customization", you can disable the "Verify number of guests" option.

Q: I have "Train" as an arrival option, but the train stations that show up are not the relevant ones for my property location, how can I fix this?

A: Check and make sure the coordinates address is correct under the rental settings, so that the system will recognize the nearest train stations. After updating the information, if you still experience issues, please contact our support team.

Q: Can I remove the arrival options, as I'm not using this information?

A: Yes. You can set up this option to "Car" only under the "Arrival options" settings. That way it will not ask your guests for this information during the check in wizard.

Q: Do reservations from OTAs sync with the guest email address?

A: Those reservations are syncing to Duve with the OTAs masked email. Once the guest enters Duve's check-in wizard, he will be asked to update his personal email so that our communication will not rely on the OTA masked email.

Q: How can my Online check-in have a higher conversion rate?

A: To increase your guest's online check-ins, send the link to check in via multiple channels. You can send it via WhatsApp, Chat, Email, and SMS. You can track your analytics page to see which channel yields the most guest interaction.

Q: Why isn't my edited subject line showing for my OTA guests?

A: The Subject line can not be edited for Booking.com, Airbnb and Expedia reservations. The default subject line will always be 'Upcoming Booking.com reservation - For Guest Name at 24-25 Mar 2024 (Dates ex) in City'

Q: How can guests complete a contactless check-in on premises?

A: Here are the options guests can complete online check-in on premises:
Digital Spots - they can scan a QR code and complete the check-in from their device
Tablet - if you have placed a tablet on your frontdesk, you can implement Duve’s Check-in portal as your home screen from which guests can complete their online check-in

Q: My main brand settings for the Online Check-in reminders are off, but on the brand they are on. Why are my Pre Check-in emails not being sent?

A: To ensure that automated Duve pre-check-in emails are sent to guests under a sub-brand, they must first be enabled at the main account level. Once enabled at the main account, you can then manage and control the pre-check-in emails for each sub-brand individually—turning them on or off as needed.

However, if the pre-check-in emails are enabled only at the sub-brand level without being activated at the main account level, they will not be sent.
This applies specifically to the automated Duve pre-check-in emails and does not impact pre-scheduled messages, which can still function separately.

Q: My guest wants to edit the data in their Pre Check-in, what information can they edit and how?

A: Once the Pre Check-in is completed, the guest data can not be edited from the Guest's side. The only data which can be edited from the Guest App is their ETA or Check-in option, or in the case that they want to purchase an Early Check-in if its available.

A workaround for this is for the host to update the contact information in this section after the guest has completed the Pre Check-in, however no Custom Questions data can be adjusted. Screenshot 2024-10-10 at 11.35.05 AM.png

Screenshot 2024-10-10 at 11.35.05 AM.png

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