OCI: Kiosk Experience - Self-Service Kiosk

Overview

• QR Codes (this is the page previously called Digital Spots, renamed and moved here)
• Self-Service Kiosk

Pricing

Use cases

• Unattended arrivals: A guest who skipped online check-in completes the whole arrival flow at the kiosk and walks to their room.
• Reduced front-desk dependency: Properties with limited or no reception staffing can still offer a full arrival experience.
• Peak arrival times: The kiosk absorbs arrival volume so staff can focus on guests who need real help.
• Physical key issuance: A guest receives an encoded key card at the end of check-in through your key provider integration.
• Lost or additional keys: A guest replaces a lost key or prints an extra key without approaching reception.
• Privacy-safe ID capture: Instead of scanning a passport on a shared lobby screen, the kiosk hands the document step off to the guest's own phone by QR code and waits for the upload.
• Multi-language lobbies: The guest picks their language on the device, from the languages you already offer, and every screen follows.
• Several kiosks in one lobby: Each device gets its own link, bound to the encoder next to it, so a key always prints on the machine the guest is standing at.
• Brands with their own arrival experience: A brand can override the account’s kiosk messages and services and keep its own device links.
• Staff-assisted check-in: The same boot screen also serves the Staff-Assisted (Control Device) experience, so staff can drive an arrival from a front desk device.

Before you start

• Nothing has to be enabled to reach the settings. Go to Settings > On-Site Experience > Self-Service Kiosk. If you had bookmarked the old Digital Spots tab, that link now opens On-Site Experience > QR Codes.
• Confirm the Check-In Portal is enabled under Settings > Check-In > Check-In Portal. The kiosk link is built on your check-in portal, and a Kiosk mode row with a link to the kiosk settings appears on that page once the portal is on.

• Enable, at the online check-in level, any step you want to offer on the kiosk. Kiosk capabilities inherit the rules from your Online Check-In settings, so a step that is off there cannot be switched on for the kiosk:
  • ID verification depends on document scanning being enabled under Settings > Check-In > Required Documents.
  • Payments depend on guest billing and payment for stay being enabled for your account.
• To release room keys, connect the SALTO NCoder integration first, including the encoder details it asks for. The Room Key Release toggle stays disabled until a supported provider is connected.
• Review the guest languages you allow. The kiosk language selector offers exactly the languages enabled for your guests.
• Prepare the hardware: the kiosk or tablet itself and, for physical keys, the supported encoder. Duve does not detect or verify your hardware, so the settings page warns you to make sure the device supports the services you switch on.
• If the property has more than one encoder, note which encoder each kiosk will stand next to. Duve generates one device link per encoder, and opening the wrong link on a device prints its keys on the wrong machine.
• The kiosk runs from a dedicated Device Access Link that you open on the device. The link puts the device into kiosk mode, so keep it to the devices you install: anyone opening it gets the kiosk experience rather than the standard login page.

How to set it up

1. Open the kiosk on your device

What you see in this card depends on your key hardware:

• One encoder, or none configured yet: a single Direct link, the same one the page has always shown.
• Several encoders: a Show all control that opens a Device and Direct link table, listing one link per encoder controller. Copy each row to the device standing next to that encoder.

2. Set the home screen message

3. Choose the kiosk capabilities

• ID verification: Switches the document step on. On the kiosk, this step is a QR handoff: the device displays a QR code, the guest scans it and uploads their document to their own phone, and the kiosk polls until the upload arrives. Turning this off also removes the face verification step from the kiosk flow.
• Payments: Switches the pay-for-stay step on.
• Guest arrival time: Off by default, since the guest is already at the property. With the page hidden, Duve records the arrival time frame itself: the current hour in the property's time zone, never earlier than your minimum check-in time.
• Guest arrival method: Off by default. With the page hidden, no arrival method is recorded, because the guest never chose one.
• Room key release: See the next step.
• Other check-in steps (basic details, E-Signature) will be active automatically, and as long as they are Mandatory, the guest will have to complete them
• Transportation is the exception: the airport and taxi offer steps are always skipped on the kiosk, with no toggle, because a guest already standing in the lobby has no inbound ride to book.

4. Turn on Room Key Release - currently supports SALTO NCoder only

• Key provider: Choose your encoder integration. SALTO NCoder is the only eligible option. Clearing it also switches Room Key Release back off.
• Room Not Ready Message: Click Edit to rewrite the title and body a guest sees when their room is not ready yet. This editor supports the translation strip and an Add button for dynamic data, so you can pull values such as the earliest check-in time into your text. The suggested default body already does this, reading "Check-in begins at" followed by your minimum check-in time.

5. Set the completion behavior

• Completion Message: Click Edit to rewrite the title and body of the final kiosk screen. This editor also supports translations and dynamic data.
• Update reservation status in PMS after check-in: Switch this on to push the status back to your PMS when a guest completes check-in on the kiosk, then pick the status to update to in Update status to.
• The Update status to list holds the statuses your connected PMS actually accepts. Turning the toggle on selects the first accepted status for you, so the setting can never be on with nothing to send. If none of your connected PMSs accept a status update, the whole row is hidden.

6. Check Out

7. Optional: override the kiosk for a brand

Open the brand’s settings, go to the Self-Service Kiosk page, and switch on Override options. Until you do, the brand runs on the account’s kiosk settings, and the fields stay hidden.

• A brand overriding for the first time starts from the standard defaults, not from a copy of the account’s configuration, so its messages and key release are yours to set.
• Switching the override off and on again keeps the edits the brand already had.
• Messages are stored and translated per brand.

• Key hardware stays account-level: the provider you connect serves every brand.

  

Guest experience

1. The device sits on the Welcome screen with your message, and the guest taps Start Check-In.
2. The guest identifies their reservation, or scans the QR code to continue on their own phone.
3. The guest moves through the check-in steps you allow, with the document step handed off to their phone.
4. The guest reaches the completion screen, collects a key when key printing is on, and the device resets itself for the next arrival.

Welcome screen

• Start Check-In, which reveals the login form.
• Lost your key? Shown only when key printing is enabled. It also leads to the login form, since the reservation has to be identified first.

• Need help? With a Contact us link, which opens a popup showing your property phone number and email as plain text.

• A language selector in the top corner, offering the guest languages you allow.

Login and identification

• The header carries a Start over control instead of the accessibility icon, so a guest or a staff member can reset the device at any point.
• Below the form, a short note tells the guest they can finish on their own phone instead, next to a QR code. The wording changes with your setup: when key printing is on, it tells the guest to come back to the kiosk afterward to collect the key. The QR code points to the same reservation's mobile flow, so the guest keeps their language and session and simply drops the kiosk marker.

Check-in steps

If a guest walks away

Room access and completion

• Key release off: The completion screen shows your completion message, a QR code that opens the Guest App on the guest's phone, and a Done button that counts down from 30 seconds. The kiosk returns to the Welcome screen when the guest taps Done or when the countdown reaches zero.

• Key release on and the reservation is checked in: A Print Key screen shows the room details and a Print Key button. Tapping it shows a printing loader, then a popup saying the key is ready, with the Guest App QR code, the same 30-second Done countdown, and a Print additional key link. The key is encoded on the encoder bound to that device.

• Key release on and the reservation is not checked in yet: A Room Not Ready screen shows the reservation number, your room not ready title and body, and a Done button that returns the device to the Welcome screen. This is the screen a guest sees when the room is not ready, because a PMS holds the reservation short of checked-in until the room is released.

• Key release on and a key was already issued for the room: The guest goes to the Key Management screen instead.

Lost or replacement keys

• I lost my key: A confirmation sheet warns that the current keys will be deactivated. On confirmation, the previous keys are invalidated, and a fresh key is printed.

• Get another key: Prints one more key for the same room.
• Cancel: Which returns the device to the Welcome screen.

Troubleshooting

• I cannot find the Self-Service Kiosk page: It lives under Settings > On-Site Experience. Old Digital Spots links still work and land on On-Site Experience > QR Codes.
• A brand’s kiosk fields are hidden: The brand is inheriting the account’s kiosk settings. Switch on Override options on the brand’s Self-Service Kiosk page to edit them.
• The kiosk link opens the normal login form instead of the Welcome screen: The kiosk check-in service was explicitly turned off for the company, or the link is a Staff-Assisted control device link rather than a kiosk device link. Copy the link again from the Device Access Link card.
• A capability toggle is off and cannot be switched on: The underlying online check-in service is off. For ID verification, enable document scanning under Settings > Check-In > Required Documents. For Payments, enable payment for stay in your guest billing settings.
• The key printed on the wrong encoder: The device is open on another encoder’s link. Copy the row for the encoder standing next to that device from the Device Access Link table and reopen it there.

• The guest cannot finish at the kiosk: Point them to the QR code on the login screen so they can finish on their phone, then return to the kiosk to collect the key. Staff can also take over at the front desk.
• The device went back to the Welcome screen on its own: Either the completion or key-ready countdown finished, or the inactivity prompt timed out. Both are expected. The guest can log in again, and the flow picks up from the right screen.
• The device is stuck on a guest's session: Use Start over in the header or above the step. It signs the guest out and reloads the device on the Welcome screen.
• A guest cannot find their language: The selector only offers the guest languages enabled for your account. Add the language in your language settings.
• A guest sees Room Not Ready when you expect the room to be ready: The kiosk offers Print Key only once the reservation is checked in on the PMS side, because the encoder refuses to cut a key before that. Check the reservation status and the room status rules that gate it in your PMS.
• The reservation status did not update in the PMS after a kiosk check-in: Some PMS configurations refuse a check-in status change while the room is not clean. Duve cannot override that rule, so when your PMS blocks the change, the status stays as it was. The kiosk check-in itself still completes, and staff can set the status once the room is ready. If this happens often, review the status rules on the PMS side with your PMS provider.

Restrictions and limitations

• The kiosk is available on every account, but Check-In & Room Access is the only kiosk service today.
• Kiosk settings are set at company level, with an optional per-brand override. There is no per-property or per-device configuration beyond the encoder each device link is bound to.
• Kiosk capabilities inherit the rules from your Online Check-In settings. A step that is disabled there cannot be enabled for the kiosk.
• A step you exclude from the kiosk is skipped even when your online check-in settings mark it as mandatory. Guests can complete kiosk check-in without it.
• Only ID verification, Payments, Guest arrival time, Guest arrival method, and Room Key Release can be toggled for the kiosk specifically. Other pages follow your online check-in configuration, except the transportation offer steps, which the kiosk always skips
• Turning ID verification off also removes the face verification step from the kiosk flow.
• ID documents are not captured on the kiosk device itself. The step always hands off to the guest's phone by QR code.
• The Kiosk can be activated without any Key dispenser connection.
• Room key release requires an eligible key provider integration. SALTO NCoder is the only eligible provider today, and the toggle stays disabled until it is connected.
• Duve verifies that a provider is connected, not that the encoder is reachable, so a key print can still fail on hardware that is offline.
• A key prints on the encoder bound to the device link the guest is using. A device opened on an unbound link falls back to the property’s only encoder, which is why multi-encoder properties must use the per-device links.
• Key Management appears only when at least one key was already issued for the reservation.
• Replacing a lost key deactivates the previously issued keys for that reservation.
• Print Key is offered only for a reservation the PMS reports as checked in. Any other status sends the guest to Room Not Ready.
• Update status to offers only the statuses your connected PMS accepts, and the row is hidden when no connected PMS accepts one.
• The unattended lobby controls (Start over, inactivity prompt) do not apply to the Staff-Assisted (Control Device) experience, which shares the same boot screen but is staff-operated and opens the guest journey in a separate tab.

Tips and tricks

• Keep kiosk copy short and action-oriented. Guests read it standing up, often with people waiting behind them.
• Use the translate-all option in the translation strip on all three message editors so the home, room not ready, and completion screens are covered in every guest language you support.
• Write the room not ready message with a clear next step, and use the dynamic data Add button to pull in the earliest check-in time instead of hardcoding an hour.
• Leave Guest arrival time and Guest arrival method off unless you have a real operational reason to ask. The guest is already standing in your lobby, and the arrival time frame is recorded for you.
• Turn on the PMS status update so the front desk can trust that a kiosk arrival is reflected in the PMS.
• Label each kiosk with the encoder it is bound to, and keep a note of which device link went where. It is the quickest way to explain a key that printed across the lobby.
• If your PMS only checks a reservation in once the room is released, brief the front desk that Room Not Ready at the kiosk usually means exactly that.
• Test the whole flow on the real device before going live, including a failed key print, a room that is not ready, and walking away to watch the inactivity reset.
• Place the kiosk within sight of a staff member for the first weeks, so someone can step in and learn where guests hesitate.

FAQs

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