If a guest on the Goki app accidentally claims someone else's reservation by entering an incorrect confirmation number, email, or credentials, it can prevent the main guest from accessing their reservation and viewing their SmartKey in the Goki app.
To resolve this, you can remove the incorrect guest from the reservation:
Open the Reservation Drawer from the dashboard (Search for the reservation >> Click the confirmation number).
Click the bin icon in the guest section to delete the incorrect guest.
This will allow the correct guest to claim their booking by searching with the confirmation number or email in the Goki app.
Note:
The manual claim is possible even if the reservation was auto-claimed by itself.
Additional Scenarios
Email Changed After Check-In
If the email address is changed after check-in, no new check-in email is sent. The email remains associated with the original guest email used at the time of check-in. Please add the guest's email before checking so both receive the check-in email.
Goki Profile Priority
Email delivery appears to prioritise the guest who already has an active Goki profile. For example:
Guest A has the Goki app installed and has an active Goki profile.
Guest B does not have a Goki profile and has not claimed their reservation.
As a result, both reservations may be associated with Guest A's Goki profile, and check-in emails are sent to Guest A. Guest B will not receive a check-in email until they have claimed the reservation and created a Goki profile with their own email.
Note:
To resolve Goki Profile Priority conflicts, remove the incorrect guest association from the affected reservation using the bin icon in the Reservation Drawer, then ask Guest B to claim the reservation using their confirmation number and email in the Goki app.