Guest verification in SuiteOp is a powerful tool that allows you to automatically collect information from guests, verify their identity through AI analysis, collect agreement signatures, handle security deposit payments, and more. Check out our other SuiteVerify articles if you can't find the answers to your questions here.
Can I change the titles of the verification steps?
No, the titles of each pre-check-in step are not customizable at the moment.
Can I add one off steps to a single reservation?
Yes, to add a step to one reservation only open the reservation, scroll down to the SuiteVerify section, press the + icon, and select the rules from the dropdown. The guest will then see this rule displayed in their portal.
Note: If the guest is already if Verified status, click Pending to allow them to complete the new step.
You cannot add another of the same step to a reservation, with the exception of agreements. For example, if a guest already completed a security deposit, you can't add another deposit step to their reservation.
Why aren't the verification steps I set up showing on reservations?
This could be happening for a few reasons.
You might need to re-sync the verification rules to make sure any changes have been applied. To do this go to Portal settings > Verify tab, then open any active rule and scroll down to find the Re-sync button. Click this to re-sync all steps.
Check that the reservation source isn't excluded from your verification rule. To do this go to Portal settings > Verify tab, then find the missing rule and check the source inclusion type setting. If this is set to Only selected, and the source of the reservation in question is not listed, make sure to update this setting. If this is set to All except and the source of the reservation in question is listed, update this setting.
Check that the reservation length of stay is not excluded from your verification rule. To do this go to Portal settings > Verify tab, then find the missing rule and check the Length of stay range. If this is not inclusive of the reservation length of stay you're missing steps for, then update this as needed.
The guest may have been verified before you added certain rules. If a guest already completed verification before a rule was added, some guests do this far in advance, then they will not have the new rule. If you want to ask them to complete the new step, move them back to Pending by clicking Pending on their reservation, and re-sync the verification steps by going to Portal settings > Verify tab, then open any active rule and scroll down to find the Re-sync button.
Note: if you update verification rules, be sure to press re-sync on the rule to see your changes reflect right away.
Will guests entered in the Other Guests step automatically get the portal links?
There is a checkbox when the guest enters their Other guests' information to send them the portal link via email. This is automatically checked by default, but can be unchecked by the guest. This will send the portal link to all of the provided emails on this step.
Can I ask for verification from other guests?
Currently, Other Guest details are optional for the guest to provide. We do ask for emails and phone numbers of these guests, but they are not required fields and do not have email marketing consent.
The guest is worried about the security of their data, what should I say?
If a guest is hesitant to provide ID verification or upload their data to the system there are a few things you can say to assure them that their data is secure. ID verification is standard practice across the hospitality industry - hotels, car rentals, and other accommodation services. The verification helps protect both hosts and guests by ensuring everyone is who they claim to be. We also use secure encryption methods to protect personal data, and we don't share the ID with anyone outside of the host.