Guests should not typically receive check-in instructions before the guest portal is completed and approved. If this occurs, consider the following potential causes and solutions:
- Integration Issues:
- Check for discrepancies between Autohost and your Property Management System (PMS)
- Verify the connection between your PMS and Autohost
- Message Queue Status:
- Ensure Autohost's system (Stargate) is only sending messages for "verified" or "approved" reservations
- Check if messages are stuck in queue status
- PMS Direct Messaging:
- Confirm your PMS is not sending check-in messages directly, bypassing Autohost's verification
- Conditional Logic in PMS:
- Verify correct setup of conditional logic for sending check-in instructions
- Create separate check-in instruction emails for different Autohost verification statuses
- Verification Process:
- Double-check proper setup of the verification process in Autohost
- Ensure reservations under review don't trigger check-in instructions
- Troubleshooting Steps:
- Review message logs in both Autohost and your PMS
- Check Autohost logs for message status
- Verify integration settings between Autohost and your PMS
- Support and Resolution:
- Consider setting up a call with Autohost support for persistent issues
- Provide specific examples (e.g., reservation UIDs) when reporting problems
If issues continue, contact both your PMS support and Autohost support at support@autohost.ai for personalized assistance.