Duve now supports a new Face Match at Hotel workflow that enables hosts to verify guest identity via a live selfie taken on the day of check-in. This verification compares the selfie with the passport uploaded during online check-in, ensuring compliance, improving security, and reducing fraud.
This functionality is especially important for compliance with Singapore’s Electronic Visitor Authentication (EVA) regulations, which mandate physical identity verification at the hotel on the guest’s check-in day.
However, the feature is also available to hosts globally who wish to implement enhanced identity checks.
Pricing
First, reach out to your Customer Success Manager or to Duve's Support Team to request to enable Selfie Face Match integration.
How It Works
Guest Experience
Step 1: Arrival at the Hotel
- The guest scans a QR code displayed at reception.
- Login options:
- First & last name + Checkout date
- Phone
- Booking number
Step 2: Check Online Check-In (OCI) Status
- If OCI is incomplete → guest is redirected to complete the document upload.
- If complete → guest proceeds to the guest app home screen.
Step 3: Face Verification Prompt
- A bottom sheet appears, inviting the guest to verify their identity.
- If there are multiple guests, they must select their name from the list.
Step 4: Live Selfie Capture & Comparison
The guest will scan the QR Code at the Frontdesk and login with their details, then be prompted to complete the Selfie to match their identity.
The selfie must be taken at the hotel as required by EVA (Singapore Police Reporting).
- Guest uses their front-facing camera; selfie is auto-captured after 4 seconds.
- System compares the selfie to the uploaded passport photo.
- Includes a liveness check to prevent photo/video spoofing.
Step 5: Verification Outcome
- Success: Confirmation shown; guest proceeds to the app.
-
Failure:
- Up to 3 attempts allowed.
- After 3 failed attempts, guest is redirected to the app with a message to visit reception.
- In multi-guest reservations, the system highlights which guest failed and returns to the guest list.
- If the guest stops mid-process, scanning the QR code again resumes from where they left off.
How to Set It Up
Settings → Check in → Required Documents
- Enable 'Require Scanning Documents'
- Enable the Face Match at Hotel & Passport and data match toggles.
- Enable 'Store uploaded documents on our secure storage for 6 months'
- The "Required Documents" page now includes an 'ID Verification' feature, which can be activated by the host via the settings screen.
Digital Spot (QR Code)
To enable guest identity verification, hosts must activate the Digital Spot (QR code) feature for each brand they manage.
- This generates a scannable QR code that directs guests to the identity verification flow within the guest app.
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Required Toggles (must be enabled):
- Face Verification at the Hotel
- Guest Arrival Flow
- If the Duve account has multiple brands, please ensure that the QR code is created on the brand level.
Document Status Tracking
- A new “Face Match” column in the document section shows the verification status of each guest.
Scheduled Messages
Duve has added a new condition to Scheduled messages depending on whether the guest has passed the ID verification or not.
Tips and Notes
- This is a required step for Singapore hosts to remain compliant with ICA regulations.
- The flow resumes if a guest abandons it mid-process.
- Supports repeat verification for all guests in a reservation.
- Enables automation and legal reporting to STB/ICA via EVA.
- Host's country must be Singapore in the Settings in order for the EVA Connection to show.
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