Check-In and No-Show Guests

When a guest arrives for a tour, you'll want to mark them as Checked-In, which will secure their spot on the roster. When a guest fails to appear for a tour, you'll want to mark them as a No-Show, which will move their booking to the Pending Action Queue if there is a balance due remaining and free up the corresponding amount of spots for the trip. This process does not notify customers, it is simply for your own organization.

Check-in Preferences 

To set up your Check-in preference go to Products > Experiences. Here you have 2 options:

1. Global Check-in preferences: this applies to all your listings.
   • Global Settings > Check-In Preferences
   • Toggle on the 'Require guests to check-in to participate in the event'
     • When this feature is enabled guests who are marked as checked-in will receive the review, gratuity requests, and follow-up emails, but those who are not marked as checked-in will not get these emails. 
2. Experience-specific Check-In preferences:
   • Hover over the Experience > Edit > Check-in 
   • Toggle on the 'Require guests to check-in to participate in the event'
     • When this feature is enabled guests who are marked as checked-in will receive the review, gratuity requests, and follow-up emails, but those who are not marked as checked-in will not get these emails. 
   • To learn more about our enhanced check-in options, please read this article. 

Mark a Guest as Checked-In or as a No-Show

Check-In 

1. Navigate to your Dashboard, locate the guest's trip timeslot, and click on it to arrive at the roster.
2. If you want to check-in a guest, click the green check next to their name and they'll be marked as attended.
   • You will also see a guest count on the Dashboard to show you the total number of guests marked as checked-in. 

No-Show

1. Navigate to your Dashboard, locate the guest's trip timeslot, and click on it to arrive at the roster.
2. If you want to mark a guest as a No-Show, click the red ban button.
3. When you mark a guest as a No-Show, their reservation will remain in the roster with the ban button in red. 
   • If you click to open the Pending Action Queue you'll see the No-Show booking there as well, only if a balance needs to be collected.
   • Note: Customers marked as No-Shows will increase trip availability by the corresponding amount of people. So this will cause these slots to open up to the public to be booked. 
4. If you mark a booking as a No-Show that is not on that day's date (ie future date), you will be greeted with a pop-up asking you if you would like to increase the availability or not.

Pro Tip: If you mark someone as a no-show, by accident and need to correct this, simply just click the red No-Show button again, and they will no longer be a no-show.