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Check-in Options FAQ

Paulina
Updated

Q: If you find yourself asking, what if one of my rooms/rentals has a different check-in option than the rest? Can I edit the check-in options per room/rental?

 
Yes, you can! Go to the page of the specific room/rental you want to edit, scroll down to "Check-In Options", and enable the override. This gives you more control over the setup of individual rooms/rentals. From there you can enable or disable any of the check-in options so that only the relevant ones will show to your guests who have made a reservation in the room/rental.
 
 

Q: Can I edit the check-in options per brand?

If you are using brands in your account, you can also setup the check-in options per brand. Simply enter into the brand, then into the Settings page, next Check-In, and then Check-In Options. There you will again see a toggle switch to enable the override, allowing you to be able to set different check-in options per brand.
 

Q: How will my guests view the time frames?

 
If the guest’s country (in the reservation) is United States, the times on the online check-in and online check-out appear in 12h clock. If the guest country is something else or undefined it will be in 24h clock.
 
 

Q: Where can I find which Check-In Option my guest has selected on their Pre Check-In?

Duve is set up so that you never have to go hunting for the information you want to find. The Pre Check-In summary you receive by email will include the selected check-in method, but besides that, you can also easily find this information in a few convenient places, depending on your needs.
 
Reservation Page: You can find this information within the guest's reservation page filled out in the box of "Check-In Method" under the section "Arrival Information".
 
Tasks Page: In the "List View" you can add the filter of "Check-In Method" by clicking on the dropdown with the three lines and selecting the check box. This will show for all your arrivals, if they have completed Pre Check-In, their selected Check-In Method for easy viewing.
In the "Calendar View" you can see the Check-In Method by clicking on the reservation and looking under "Pre Check-In Info" - "Arrival Info".
 

Q: Why are my guests seeing the ETA page but are not able to select an arrival time?

A: Please check to ensure that each day of the week is included in the Check-in options set on your account. 

 

Q: If my guests select 'I don't know' for the Arrival time, how does that sync to my PMS?

A: When 'I don't know' is selected:

  • If we do not have PMS value, use the default value that is defined for hosts for OCI in 'Check in ➝ General ➝ Earliest check in time' for all use case of this value (e.g. Key release, scheduled messages, so on). It should be the same impact as when Guest does not complete OCI.
  • If we do have PMS value, do not override with "I don't know"
  • If the guest wants to update their ETA, they can go to the Guest App and update Estimated Check-in section.
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Q: I have set up Luggage Storage for free and Early Check-in for a paid amount. Why are my guests not seeing the paid options?

A: If you have overlapping timeframes with paid and free options, Duve will only show the guest the free options in the dropdown. Once the guest selects the desired time, however, the guest will see both paid and free options. 

 

Q: Is there a way to not show ETA page in the Online Check-in to guests?

A: At the moment the ETA page will always show in the Online Check-in regardless of any Settings, as this is a default feature in the Online Check-in.

 

Q: If all Check-in options are disabled, what is supposed to show?

A: Duve will show all 24 hours timeframes in the ETA Page.  Screenshot 2025-08-17 at 11.28.21 AM.png

 

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