Pre-arrival form and the front desk check

The pre-arrival form is a form the guest fills in on their phone before the arrival day: contact details, arrival time and the details of everyone who will stay in the room. The front desk only needs to check the details against the documents — check-in is faster, and the guest does not have to fill in paperwork at the desk.

Who: a front desk employee or administrator with access to bookings.

How the guest gets the link#

The form link is private: it opens the form of this booking only, and nobody else can see anything with it.

Give the link to the guest (booking not from the website):

1. Open the booking card on the Calendar, Pre-arrival form block.
2. Press 🔗 Link for the guest and Copy — you will see "Link copied".
3. Send the link to the guest yourself. Do not fill in the form for the guest.

Such a link is not sent automatically by email or SMS at the moment: the "arrival tomorrow" email carries the form link only for website bookings.

When the form is open: the booking is booked, the guest is not checked in, the arrival is later than today (hotel time) and the booking is not overdue under its payment terms. On the arrival day the form closes: "The booking is closed, checked in or arrives today — the form is no longer accepted".

What the guest fills in#

The guest opens the link, sees the Pre-arrival form page and presses Prepare for arrival.

1. Contact details: name, "Phone", "Email" and Expected arrival (hotel local time). The name, the arrival time and a phone or email are required.
2. Who is staying: the main guest and companions — as many rows as there are guests in the booking; + Add guest — up to 20 people. Companions have a "Relation to the main guest" field.
3. Guest details. By default the form asks only for names — citizenship and date of birth are marked "optional", and documents are checked at the hotel. If the hotel requires documents, citizenship, date of birth, document type and number are required for each guest; children under 14 need no document of their own (except in Russia). There is a 📷 Scan document button.
4. Fields depending on the hotel's country: Italy and Spain — surname and given names separately; Italy — place of birth; Spain — the main guest's address; Russia — the document's date of issue.
5. The guest presses Send form. On success — "Your pre-arrival form has been received."

If the hotel turned on the signature, after the form is accepted the guest signs on the screen (Your signature → Sign).

What the guest sees if something fails:

• "Some details are missing or incorrect. Check the highlighted field."
• "Receipt is not confirmed yet…" — with the Check form status and Retry this form buttons;
• "The form is unavailable. Check its status or contact the hotel."

The draft is not saved: if the page is closed before sending, what was entered is lost.

Check the form at the front desk#

The form's state is shown in the booking card, Pre-arrival form block:

In the Arrivals list (📊 Reports → Front desk), a booking with a received form has the "form received" mark. For now it is set only for bookings not from the website — check the form of a website booking in its card.

View the details:

1. The form details are hidden by default. Press 🔓 Show the form and give a reason — the view is recorded in the access log.
2. After a minute the details hide by themselves ("Hides in {n} s"), or earlier with Hide.
3. The Guests ({n}) table: guest, date of birth, citizenship, document, address; the main guest is marked "main guest".

Check at the desk. Below the form the system points out mismatches itself:

• "The form lists {n} guest(s), the booking — {m}";
• "The name in the form ({name}) differs from the booking ({name}) — compare with the document";
• "No document in the form: {names} — ask for it at check-in";
• "The form matches the booking — compare the documents with the guests in person".

There is no "checked" mark in the system: the check is confirmed by the employee's signature on the registration card.

Registration card: 🖨 Registration card — the details are revealed for printing and the print window opens. The card holds the guests' details from the form, the date the form was sent, the line "Documents checked by staff (name, signature)" and the guest's signature. If the browser blocked the window, allow pop-ups and press again. More: Print a registration card.

Correct the details#

• The guest cannot change the form after sending it: "To change a submitted form, contact the hotel."
• The front desk does not edit the form. Make corrections at check-in — in the check-in window on the board: what the desk enters wins over the form.

If the guest made a mistake and the form has not been sent yet, they simply fix the field and send it.

What goes into registration at check-in#

At check-in the form fills the empty fields of the main guest's card by itself: "At check-in the form fills the empty fields by itself; what the desk enters wins."

• Name, phone and email: if the desk entered its own, the desk wins.
• The document is transferred as a whole: if the desk entered a document number, the desk's whole document is used.
• Companions from the form go into the registration log if the desk did not enter them itself.

After check-in the form is deleted — the details live in the guest card and the registration log. The registration log follows the country's rules: in Russia — migration registration (unless the extension is turned off), in other countries — if a filing method is chosen or a government system is connected. More: Guest registration log and filing by country.

How to check a guest in: Check a guest in and out at the front desk.

Reissue or revoke the link#

The link does not expire by time — it stops working when the form closes on the arrival day, or when the front desk replaces or revokes it.

• The link reached the wrong person — ↻ New link → "The current link will stop working…". You will see "New link issued". Send the new one to the guest.
• The guest does not need the form — ⛔ Revoke the link → "The guest will no longer be able to open the form…". You can issue a new link later.

Once the form is received, the link can no longer be changed: "The form has already been received — the link can no longer be changed". For website bookings the front desk does not issue or revoke the link — the guest uses their booking page.

How long the form is kept#

• The guest checked in — the details moved to the guest card and the log, the form is deleted.
• The booking is cancelled or a no-show — the form is kept for 30 days, then deleted.
• The signature is kept for the period set by the hotel after check-out, or 30 days after a cancellation or no-show.

What is not available yet#

• Automatic sending of the link to guests of bookings not from the website is not available: the front desk sends it itself.
• There is no form settings screen in the admin panel: by default the form asks only for names; required documents, the signature and the signature retention period are turned on by a separate location setting.
• Correcting an accepted form is not possible for either the guest or the desk — only at check-in.
• A "documents checked" mark does not exist in the system — only the signature on the registration card.
• The form does not file details with authorities by itself: the registration log does that according to the country's rules.

Related sections#

• Check a guest in and out at the front desk
• Guest registration log and filing by country
• Create, change and cancel a booking
• Guest message templates and rules
• Hotel: Rooms, PMS and Guest Service

FAQ#

The guest did not get the link — where do I find it?#

If the booking is not from the website, open the booking card → Pre-arrival form → 🔗 Link for the guest → Copy and send it to the guest by messenger or SMS. If the booking is from the website, the form is on their booking page.

Can the form be filled in on the arrival day?#

No. On the arrival day the form closes — enter the details at the front desk at check-in.

Do I need to check documents if the form is filled in?#

Yes. The form speeds up check-in, but the front desk checks the documents with the guests in person.

Can an employee see the form details without a reason?#

No. The details are hidden; to see them you must give a reason, and the view is recorded in the access log.