ECI/LCO Pending Notes in OHIP (Adyen accounts)

• Pending early check-in: Check-In time: Pending Approval for Early Check-in time: 12:00 at US$417.98
• Approved early check-in: Check-In time: Approved Early Check-in time: 12:00 at US$417.98
• Pending late check-out: Check-out time: Pending Approval for Late Check-out time: 14:00 at US$99.00
• Approved late check-out: Check-out time: Approved Late Check-out time: 14:00 at US$99.00
• No request, or a request that was denied or refunded: Check-in time: 15:00 or Check-out time: 11:00

In this article

• Applies to
• Use cases
• Before you start
• How it works
• Troubleshooting
• Restrictions & limitations
• Tips & tricks
• FAQs

Use cases

• A guest completes online check-in and asks to arrive at 12:00. Reception opens the reservation in Opera Cloud and immediately sees that a paid early check-in is pending approval, at what hour, and for how much, so they can decide whether the room can be released.
• A guest completes online check-out and asks to leave at 14:00. Housekeeping and reception see the pending late check-out on the reservation and can plan the room's turnover before approving.
• A manager approves a pending request in Duve. The next push writes an "Approved" line onto the reservation, so anyone looking at the reservation in Opera Cloud sees the confirmed time rather than the default one.
• A request is offered free of charge as a gesture. The note still shows the requested time and status, and simply omits the price.
• A request is declined or refunded. The note falls back to the property's standard check-in or check-out time, so Opera Cloud never shows a time the property did not agree to.

Before you start

• Your property must be connected to Opera Cloud through Duve's OHIP integration.
• The early check-in and late check-out services must be set up in Duve as upsells, with approval required, so that requests are created in a pending state instead of being confirmed automatically.
• Your payment provider must be Adyen for the pending-approval push. When a pending request is authorized, Duve pushes it to Opera Cloud without posting the charge to the folio, and that path is implemented for the Adyen webhook flow.

How it works

When Duve pushes a note

• When an early check-in or late check-out order is created and is still waiting for approval, Duve pushes the pending status line as its own note on the reservation.
• When the order is approved and captured, Duve pushes the approved status line as its own note.
• A pending order's charge is never posted to the Opera Cloud folio before approval. Only the note is written.

What the note contains

• Status: "Pending Approval" while the request awaits a decision, "Approved" once it is accepted. An order that never required approval is treated as approved.
• Requested time: the hour the guest asked for, taken from the request itself. A next-day marker such as (+1) is stripped, so 01:00 (+1) appears as 01:00. A time already formatted in 12-hour style, such as 4:00 PM, is passed through as is. If the request carries no requested hour, Duve falls back to the reservation's check-in or check-out time.
• Price: the quoted amount, always shown with two decimals and preceded by the currency symbol, for example US$417.98, or €417.98. If Duve has no symbol mapped for the currency, the currency code is used instead, for example XYZ417.98.
• The price is excluded entirely when the amount is zero, or the request is marked free of charge.

Troubleshooting

• No status line appears on the note: Duve writes the status-aware line only when it finds an active early check-in or late check-out request on the reservation. If the request was canceled, rejected, denied, expired, or refunded, it is treated as no request at all, and the note shows the plain timeline instead.
• The note shows "Pending Approval" although the request was already decided: Duve re-reads the request's live status at the moment it pushes, so a stale queued event cannot produce a wrong status. If you still see a mismatch, check whether an additional, newer request exists on the reservation, because Duve always describes the most recent active one.
• No note reached Opera Cloud at all: A failure to load the request, or a failure of the note push itself, is logged to the OHIP sync channel and never blocks the rest of the order push. Ask Duve Support to check the OHIP sync logs for the reservation.
• The wrong time appears for a request the guest changed: Duve reports the latest active request. A superseded request should have been canceled or denied, which removes it from consideration.

Restrictions & limitations

• Opera Cloud reservation notes are append-only: A status change adds a new note to the reservation rather than editing the earlier one, so a reservation can carry both a pending note and, later, an approved note. The most recent note is the current truth.
• Each note is capped at 2,000 characters before it is sent to Opera Cloud: Longer text is cut at that limit.
• Duve pushes each status at most once per request: If the pending note was already written, a retry does not add it again. The approved note is tracked separately, so both statuses can each be pushed once.
• Note text is written in English only: It is not translated to the property's or the guest's language.
• A free-of-charge request shows no price at all: The note does not say "Free".
• Denied and refunded requests produce no dedicated note: They fall back to the standard timeline.
• Status notes are written for early check-in and late check-out only: Other upsell products keep their existing note behavior.

Tips & tricks

• Approve or deny in Duve, not in Opera Cloud: The approval decision lives in Duve, and Opera Cloud receives the outcome as a new note.
• If your team relies on notes for handovers, tell them the "Approved" line supersedes any earlier "Pending Approval" line on the same reservation.

Approved order in Duve:

FAQs