The Verification Override feature allows you to bypass standard verification steps for specific guests when unique circumstances arise, such as trusted repeat visitors or technical issues. This ensures a smooth check-in process while maintaining flexibility for special cases.
Where to find verification details for each guest
Your verification rules are located under Portals > Verify.
You can assign specific verification rules to your portal.
The active verification rules assigned to the portal of the property where the guest booked will automatically apply to those guests.
To view a guest's verification rules, click on their reservation to open the window on the left, then scroll down to SuiteVerify to see the active rules.
How to waive individual verification steps
Here are a few examples of why you might need to waive verification:
Trusted Repeat Guests: Guests who have previously completed verification and are known to the host.
Technical Difficulties: When the guest experiences issues completing the verification process online.
Last-Minute Bookings: When time constraints prevent the full verification process.
Referral or Direct Approval: Guests referred by a trusted party or approved directly by the host.
In-Person Check-In: Verification is completed manually upon the guest's arrival.
In the guest's reservation under SuiteVerify, you'll see a button labeled "Waive Requirement" to bypass specific verification steps.
How to approve a guest manually
Approving someone manually may be necessary in situations such as:
Trusted Repeat Guests: The guest has stayed before and already established trust.
Technical Issues: The verification system is temporarily unavailable or malfunctioning.
Exceptional Circumstances: The guest provides valid reasons for not completing standard verification steps.
Direct Host Approval: The host has personal knowledge of the guest or receives a trusted referral.
Time-Sensitive Bookings: A last-minute reservation requires immediate approval.
To manually approve a guest, navigate to the same page under their reservation and click the "Verified" button, as shown in the photo below. This action bypasses all verification requirements, granting the guest access to the portal with all property details and codes.
How to approve reservations in Manual Review
There are also instances that a verification needs to be approved manually after a guest completes the verification steps, but is flagged for manual review.
On the guest reservation, under Verify, you may encounter a verification that requires manual review. A purple icon labeled "Review" will appear under Verify. There are several reasons why manual review is necessary, and SuiteVerify will provide a brief explanation of why it’s needed.
On the example above, it shows that
"The name on the ID did not match the name on the reservation
HIGH: The image appears to be a copy of the original ID, or is too similar"
Next, go to Identity Check to verify if the photo on the ID matches the selfie the guest submitted. Then, check the details to ensure the name on the ID matches the name of the person who made the reservation.
Depending on your company's policy, you may need to decline the verification if the ID information doesn't match the details submitted.
Note: If everything looks correct and there are no issues with the verification, you can manually approve the guest by selecting "Verified."