Check-in General Page – Duve

In this article, we will go over the General settings for your guests' Online Check-in wizard.

How to Set It Up?

Navigate to Settings > Check-In > General

Enhanced Personalization for Guest Greetings in the Welcome pages:

Please see the article

Earliest check-in time:

The earliest check-in time is the standard hour from which guests can arrive at your property. Duve uses it as the starting point of the arrival time your guests choose in the Online Check-in wizard, and as the fallback arrival time whenever a guest has not given you an ETA.

You can set one time that applies every day, or a different time for each day of the week.

Navigate to Settings > Check-In > General, and find the "Earliest check-in time" section.

Set one time for every day

Keep the first option selected (a single time picker followed by "every day").
Choose your earliest check-in time from the dropdown.
Click Save.

This is the default for every account, so nothing changes for you unless you choose to set per-day times.

Setting a different time per day

Some properties do not open check-in at the same hour every day. A common example is a kosher hotel that checks guests in at 15:00 during the week, but only after Shabbat ends on Saturday.

Select "Different hours per day".
A row appears for each day of the week, Sunday through Saturday.
Choose the earliest check-in time for each day you want to change.
Click Save.

A few things to know about per-day mode:

Any day you leave untouched follows the single "every day" time. You only need to set the days that are different.
Because blank days follow the global time, updating the "every day" value later still flows through to every day you never set individually.
Hover over any day row and click "Copy to all" to apply that row's time to all seven days. If the row you hover over is blank, the global time is copied instead.
While you are in per-day mode, the "every day" picker is disabled. To go back to a single time for the whole week, click the "every day" option again. Your per-day values are kept, so you can switch back and forth without losing them.

Which time a guest actually sees

Duve resolves the earliest check-in time for each reservation in this order, using the guest's own arrival date:

If the property has a check-in details override with its own earliest check-in time, that time is used. Property-level overrides are a single time and are available for Vacation Rentals only.
Otherwise, if the reservation belongs to a brand with "Override default settings" turned on in the brand's Check-in settings, the brand's earliest check-in time is used, including that brand's per-day times.
Otherwise, the company-level setting in Settings > Check-In > General is used.

Within whichever level applies, the day of the week of the guest's arrival decides the time: if that day has its own value, the guest sees it; if not, the guest sees that level's "every day" time.

"I don't know" as an arrival option

Under the time pickers, you will find a checkbox to include an "I don't know" option in the guest's arrival time list.

For Vacation Rentals, this checkbox controls whether guests see the option. It is off by default.
For hotels and hostels, the "I don't know" option is always offered to guests, so the checkbox is not shown.

When a guest selects "I don't know", Duve does not record an estimated arrival time for them, and paid check-in options such as Early Check-In are not offered on that step.

Guest experience

In the Online Check-in wizard, the arrival time dropdown starts at the earliest check-in time for the guest's arrival day. Guests cannot select a time before it.
On the guest's check-in day, times that have already passed are removed from the list.
The Welcome Card in the Guest app shows the same resolved time next to the check-out time.
If a guest never completes the Online Check-in, the earliest check-in time for their arrival day is used as their estimated arrival time.

Early check-in

The earliest check-in time is the standard hour, not a paid product. If you want to also offer Early Check-In for an additional cost, set that up through Duve's Smart Tool, under Smart Early Check-In or Upsells.

Check-in Emails:

The general settings of the Online Check-in wizard give you the option to customize the sending of the Online Check-in wizard. Like all of the Duve features, the online check-in is by default OFF. You need to first complete the settings to best fit your properties- only a 10-15 minute setup - and then you can enable it here. After you enable it and click Save, the system will start inviting your guests to complete their personal Online Check-in before their arrival.

This is a legacy feature. Duve's team recommends that if a host wants to create a new Online Check-in Reminder Email, the setup should not be in the Check-in General Settings but rather in Scheduled Messages

Timing:

In order to make sure all your guests see the invite to complete their online check-in, we recommend having 1 invite + 2 smart reminders. Each reminder will be sent only to guests who did not complete the online check-in.

The default is set to send the first reminder 10 days before the guest's arrival, with a reminder 5 days before arrival and, if it’s still not completed, again 2 days before the guest's arrival. This default can be changed to the days that best fit your property.

When guests book a reservation, they will always receive those emails (as long as they meet any special conditions that you set).

For example (according to the initial setup):

If a guest booked a reservation 7 days before the check-in date, they will receive the 3 emails.
If a guest booked 1 day before, they will receive only the last reminder.

The guest will receive the first reminder as the reminder/email that they 'missed'

In addition to these email reminders, you can add SMS or WhatsApp reminders in the settings for Pre-Scheduled messages.

By using the smart reminders, you can reach a 90% completion rate for the Online Check-In wizard (you can always track your statistics under our Analytics page).

Next step of the Online Check-in setup: Basic Details

Extra Customization:

Booking sources & status’s

You can customize this feature to be available for only some of your guests, based on their booking source or reservation status.

To set this up, click on the “Booking sources & Status’s” text. In the menu, for every reservation status, you can choose which booking sources will receive the automated message to complete the Online Check-in wizard, and which won’t. All booking sources

You can also easily choose booking sources to completely exclude, no matter what the reservation status is.

If you would like to customize this by several conditions, you have that option here as well. Select "custom conditions" and choose from the list to set up your conditions.

When you are done, click on Update to save your settings.

Important Note:

Guest Language Settings: Your guests will receive an email inviting them to do their Online Check-In, in their language. Like in the Confirmation Email, we determine the guest language based on their Nationality listed in the PMS (if the country is undetermined in Duve, the country code of the phone number will be used to select a default language).

Guest Experience

If Pre Check-in emails are enabled, the guest will receive an email informing them to start the Online Check-in process.

If activated, the guest will receive a reminder email to confirm their arrival details.

Host Experience

Once a guest completes their Pre Check-in, the host will receive an email informing them that Pre Check-in has been completed, including all of the guest details.

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