Contactless Check-in Setup

Enable guests to complete check-in before arrival—verify IDs, collect payments, capture signatures, and share access codes automatically. Reduce front desk queues and create a seamless arrival experience.

Overview

Requirements

Before setting up, ensure your HelloShift subscription includes:

• Contactless Checkin plan

Accessing Check-in Settings

1. Go to Admin > Settings

2. Click the Checkin tab

3. Configure settings using sub-tabs:

Brand Settings

Customize the visual appearance of your check-in and guidebook pages.

Configuring Brand Colors

1. Go to Admin > Settings > Checkin > Brand

2. Set your colors:

Uploading Logo and Images

3. Click Update Brand Settings

Check-in Steps Configuration

Each step can be individually enabled or disabled, and optionally made skippable.

Step Overview

Configuring Steps

1. Go to Admin > Settings > Checkin > Checkin Steps

2. For each step, configure:

   • Enable step: Turn the step on or off

   • Enable skipping step: Allow guests to skip (for optional steps)

3. Click Update Checkin Steps

Step Details

Who Is Coming

Guests verify or update the number of adults and children for their stay.

Configuration:

• Enable/disable the step

• Allow skipping

• Add custom fields (see Custom Fields section)

Identity Verification (Stripe Identity)

Automated ID verification using Stripe Identity. Guests scan their ID and take a selfie for verification.

Requirements:

• Stripe account connected

• Identity feature enabled (contact support@helloshift.com)

Verification Statuses:

Choose Document Type

Guests select what type of ID they will provide.

Default Document Types:

• Driver's License

• Passport

• Other ID

Adding Custom Document Types:

1. Go to Admin > Settings > Checkin > Custom Fields

2. Add document types as needed

Document Upload

Guests upload a photo of their ID or select "Present Documents on Arrival" to show ID at the front desk.

Supported Formats:

• Images (JPG, PNG)

• PDF documents

Options:

• Upload document now

• Present documents on arrival (bypasses upload)

Registration Card (Digital Signature)

Guests sign your registration card or terms agreement digitally.

Configuration:

1. Select the agreement snippet from the dropdown

2. The snippet content becomes the agreement text

3. Guests see their information and sign by:

   • Drawing signature on screen

   • Typing their name (text signature)

Creating Agreement Snippet:

1. Go to Guest > Snippets

2. Create a snippet with type Agreement

3. Add your registration card or terms text

4. Set status to Active

Validation Warnings:

• Missing agreement selection

• Inactive selected agreement

• Non-existent agreement

Special Requests

Add up to three custom questions for guests.

Configuration (for each question):

Example Questions:

• "Do you need parking?" (Yes/No)

• "Are you traveling with pets?" (Yes/No)

• "Would you like a room upgrade?" (Yes/No)

Payment Collection

Collect deposits or authorize payment cards.

Supported Payment Processors:

Configuration:

1. Connect your payment processor in Admin > Settings > General

2. Configure payment terms text (optional)

3. Enable/disable the step

Payment Terms: Add terms and conditions text that displays below the payment form.

Kiosk Setup

Set up self-service check-in on lobby tablets.

Authorizing a Kiosk Device

1. Go to Admin > Settings > Checkin > Kiosk

2. Click Generate Kiosk Token

3. Copy the generated token/URL

4. Open the URL on your kiosk device

5. The device is now authorized for check-in

Token Management:

Kiosk Search Options

Configure how guests find their reservations:

Guest Lookup Methods:

1. Confirmation Number: Enter full or partial (if enabled) confirmation number

2. Guest Details: Phone/Email + Last Name + Check-in Date (allows ±1 day window)

Kiosk Behavior

• Timeout: Returns to search screen after 3 minutes of inactivity

• Unauthorized Device: Shows setup instructions with link to settings

Custom Fields

Add custom document types for the ID upload step.

Adding Document Types

1. Go to Admin > Settings > Checkin > Custom Fields

2. Add your document types (e.g., "Military ID", "State ID Card")

3. These appear in the "Choose Document Type" step

Adding Guest Questions

To add custom questions to the "Who Is Coming" step:

• Contact support@helloshift.com with your request

• Custom fields will be added to your check-in form

Guest Experience

How Guests Access Check-in

Guests receive a check-in link via:

1. Automated Message: Pre-arrival SMS/Email with check-in link

2. Guidebook: Check-in button on guidebook homepage

3. Kiosk: Self-service lookup at property

Check-in Flow

1. Find Reservation: Enter confirmation number or guest details

2. Select Stay: If multiple stays found, select the correct one

3. Complete Steps: Work through enabled check-in steps

4. Confirmation: See "Pre-checked in" confirmation

Guest Link Format

Check-in links follow this format:

https://app.helloshift.com/sites/{site}/guests/checkins?guest_code={code}

The {{checkin_link}} variable in snippets automatically generates this link.

Automating Check-in Messages

Pre-Arrival Check-in Request

Create an automation to send check-in links before arrival:

Post Check-in Confirmation

Use a trigger to confirm successful check-in:

See Guest Automations and Triggers for more details.

Best Practices

Step Configuration

1. Start Simple: Enable essential steps first (document upload, signature, payment)

2. Test Thoroughly: Complete check-in yourself before enabling for guests

3. Make Optional Steps Skippable: Don't block guests on non-essential questions

4. Keep Agreement Concise: Long agreements discourage completion

Timing

Kiosk Placement

• Position in lobby with good lighting (for ID photos)

• Ensure stable internet connection

• Consider privacy screen for payment entry

• Keep tablet charged or connected to power

Troubleshooting

Guests can't find their reservation

Symptoms: "No reservation found" error

Solutions:

• Verify reservation exists in PMS

• Check confirmation number is correct

• For partial search, ensure minimum length is met

• Try guest details lookup instead

ID verification failing

Symptoms: Verification stuck in "processing" or fails

Solutions:

• Ensure good lighting for photo

• ID must be in focus and fully visible

• Selfie must match ID photo

• Check Stripe Identity dashboard for details

Payment not capturing

Symptoms: Payment step shows error or doesn't complete

Solutions:

• Verify Stripe/Shift4 is properly connected

• Check for valid card details

• Review payment processor dashboard for declined reasons

• Ensure deposit amount is set on reservation

Signature not saving

Symptoms: Agreement step doesn't advance after signing

Solutions:

• Verify agreement snippet is active

• Check snippet is properly selected in settings

• Ensure required fields (name, email, agree checkbox) are completed

Kiosk not working

Symptoms: Tablet shows unauthorized or setup screen

Solutions:

• Regenerate kiosk token in settings

• Clear browser cache on tablet

• Ensure stable internet connection

• Check token hasn't been revoked

Related Articles

• Kiosk Self-Checkin - Detailed kiosk setup guide

• Check-in Tracking - Monitor guest check-in progress

• Guest Guidebook - Create guidebook pages

• Triggers - Automate actions on check-in events

• Snippets & Templates - Create agreement snippets