How to Set Up Extra Customizations

Quick navigation:

• Use cases
• Before you start
• How to set it up
• Customization options
• Brand-level settings
• Restrictions & Limitations
• Tips & Tricks
• FAQs

Use cases

• Ask guests booking through a specific channel to upload a credit card photo as an extra form of identification.
• Require flight or train details so you can track late or early arrivals.
• Keep the property address hidden until the arrival message is sent.
• Stop guests from changing the name or contact details that came from your PMS or channel.
• Make sure every guest who opens the Guest app shares their contact details, even if they skipped online check-in.
• Lock a front desk tablet with a passcode after a guest checks in on the spot.
• Decide how guests in a group reservation complete check-in for their own rooms.

Before you start

• Make sure your booking sources are syncing into Duve. The booking source lists inside each setting are built from the booking sources on your reservations. A "No booking source" option is also available for reservations without one.
• If you have an active local authority integration, some options are hidden (see Restrictions & Limitations).

How to set it up

1. Go to Settings > Check-in > Extra customization.

   

2. Click the option you want to change. A window opens.
3. Under By default, select Enabled or Disabled.
4. Add exceptions:
   1. For most options, select the booking sources where the opposite of the default should apply. For example, if the default is Disabled, the option will be enabled only for the booking sources you select.
   2. For options that support conditions, add one or more conditions (see each option below). [SCREENSHOT: Customization window with "By default" and booking sources]
5. Click Update, then save your settings.

6. All options are disabled by default.

Customization options

Verify the number of guests

• Guests enter the number of guests on the reservation during the check-in wizard.
• This does not change the reservation. It gives you a way to follow up and offer upsells or room and bed arrangements.
• Exceptions: by booking source.

Require credit card photo scan

• Guests must upload a photo of their credit card during check-in, as an additional means of identification.
• When enabled, guests cannot skip this step.
• Exceptions: by booking source.

Set plane/train arrival details as mandatory

• If a guest selects plane or train as their arrival option, they must enter their flight or train details.
• Use this to track a guest's arrival time in case of delays or early arrivals.
• Exceptions: by booking source.

Hide full address until arrival message is sent

• Guests cannot see the full property address (street number, apartment, and floor) until their access codes are released or they are checked in.
• If your account still uses the legacy Arrival email, SMS, or WhatsApp (set in the main settings), the address is revealed as soon as that message is sent. Legacy message options are now hidden for accounts moving to Scheduled Messages (see Moving to Scheduled Messages: Legacy Message Options Are Now Hidden).
• Scheduled Messages reveal the address only if they include an access code dynamic parameter.
• Exceptions: by booking source.

Turn off "Pre check-in confirmation" email to guests

• Guests do not receive the pre-check-in confirmation email after they finish check-in.
• Exceptions: by booking source.

Prevent guests from editing their personal info

• Guests cannot change their personal details.
• Choose which fields to lock: first name, last name, or both.
• Conditions: booking source or membership.
• If you add conditions, you must also select at least one field (and the other way around). Otherwise, the setting will not save.

Prevent guests from editing their contact info

• Guests cannot change their contact details.
• Choose which fields to lock: email, phone number, or both.
• Conditions: booking source or membership. The same field and condition rule applies.

Verify & collect contact info on first access to the guest area

• If a guest did not complete check-in, they must enter their details before they can open the Guest app.
• Guests fill in their first name, last name, email, phone number, and any custom questions on the Basic Details page.
• Conditions: booking source, second booking source, membership, agent, or reservation status.

Require a passcode after "quick start online check-in"

• After the guest completes check-in, a passcode is required to leave the check-in wizard or Guest app and return to your account.
• The passcode must be exactly 4 digits. You set it in the same window.

Confirm the guest name before opening "quick start online check-in"

• A pop-up asks you to confirm the guest's name before the check-in starts, so the right guest checks in on the device.

Set online check-in method for shared sub-reservations

This option applies to group reservations, where a main reservation includes sub-reservations for other rooms. When the main guest shares an invitation link with the guests in the other rooms, this setting controls which check-in flow those guests get. [SCREENSHOT: Online check-in method window for shared sub-reservations]

• Full online check-in (default): The guest completes the full online check-in. The room is considered covered once the guest completes check-in.
• Quick online check-in: The guest goes through the shorter quick check-in flow. The room is considered covered once the guest opens their link and accesses the Guest app.

Quick start online check-in settings

Quick start online check-in lets you send pre-check-in right away, or hand a tablet to a guest so they can check in on the spot from your Tasks page.

• Click the envelope button to send pre-check-in now.
• Click the play button to start quick online check-in.

Brand-level settings

If you manage multiple brands, you can also open Extra customization in a brand's settings.

• Turn on Override default settings to set brand-specific values. Otherwise, the brand uses your account defaults.
• Brand settings include two extra options: Require passport scan and Require signing contract, each with booking source exceptions.

• The passcode, confirm guest name, and shared sub-reservation options are not available at the brand level. They are set at the account level only.

  

Restrictions & Limitations

• When a local authority integration is active, these options are hidden: Verify the number of guests, Prevent guests from editing their personal info, and Prevent guests from editing their contact info.
• The passcode must be exactly 4 digits. Decimals are not accepted.

Tips & Tricks

• To apply an option to just one or two channels, keep the default as Disabled and select only those booking sources.
• To apply an option to almost everyone, set the default to Enabled and select the booking sources to exclude.
• Use the "No booking source" option to cover direct or manually created reservations.

FAQs

Q: Does "Verify the number of guests" change the number of guests on the reservation? A: No. It only records what the guest entered, so you can follow up with them.

Q: Can I lock only the guest's last name and leave the first name editable? A: Yes. In Prevent guests from editing their personal info, select only the last name field.

Q: Why can't I see some of the options on the page? A: Some options are hidden when a local authority integration is active. Others, like the passcode and shared sub-reservation options, are only available at the account level, not in brand settings.

Q: Can guests skip the credit card photo step? A: No. When the option is enabled for a guest, the step is mandatory.

Q: Which check-in flow do guests in other rooms of a group reservation get? A: Full online check-in by default. You can switch it to quick online check-in under the shared sub-reservations option.