Skip to main content

Goki Check-in Solution (Arrival App)

Goki-In this article we will be going through Goki Check-in and various options & solutions Goki provides in form of autonomous check-in.

Written by Sarah Mousavi

Table of contents
​

1. Introduction

2. Enable the Arrival App

3. Tablet or QR code

4. Customize your check-in form

5. Reservation Search & Verification

1. Introduction

Arrival is the Goki self-check in solution that enhances the check-in experience for your guests. This feature can be tailored to your property's needs by enabling or disabling it as required. Arrival can run on a tablet -Android or iOS - or guest's mobile phone (using QR code).

2. Enable the Arrival App

Go to Settings> Marketplace> Arrival Connect (The App is usually enabled by default).

3. Tablet and QR code

When Arrival is enabled, you can use one of the following options:
​

  • Tablet: Download the Arrival App and set up a tablet at your property to streamline the check-in process.

  • QR Code Check-In: If you're uncertain about setting up a tablet at your property, you can alternatively use a QR code for check-in. Scanning this QR code - using any QR code scanner - will redirect the guests to the browser version of the Arrival App so they can start the check-in process.
    ​

In order to get the QR Code follow these steps:

  • Go to Goki Dashboard > Settings > Marketplace.

  • Scroll down to the bottom of this section to find the "Check-in with QR Code" toggle>enable

  • Once "Check-in with QR Code" is toggled on, you can choose how frequently the QR code changes.

  • You can also download and print the QR Code.
    ​
    ​

    ​

4. Customize your Check-in Form

In the section "Customization", you will be able to enable/disable the following options:

  • Terms & Conditions: Add your Terms & Conditions to your web & Tablet Arrival. Your guest can accept by a tick or sign it by their names.

  • PMS Owing Checking: Use this feature to check owing and balance status. The check-in process will be terminated if owing is greater than zero on the PMS.

  • PMS Room Status Checking: Use this feature to check room status on PMS prior to check-in. The check-in process will be terminated if the room is not ready.

  • Capture ID image: Turn this on if you want to capture guests' images for ID documents such as passports or driver's licenses.

  • Custom Check-in Form: Select the information you would like to ask from your guests at Arrival.
    ​
    ​

In this section, you will be able to customize your check-in form, as you can see below. All the information collected in this form will be stored in Goki (Reservation> View check-in information).
​

Note:

  • The order of the fields are fixed and cannot be changed.

  • If someone with an exemption or a child is checking in, the guest will have to speak to the property to check-in them in manually.

  • Companions can fill in all the information and add images or skip all of them.

  • Usually, the information collected via Arrival is sent to the PMS but there are exceptions.

  • Arrival has a timeout feature to ensure that subsequent users do not have access to previous users' data if someone forgets to log out after completing the check-in.

  • To sign out Goki Arrival App >Arrival > Settings > Exit

  • Guests can use the "start over" button to update their information, it will get back to the first page after some time.

  • If the guests check-in before the guest check-in time, their PIN doesn't work till the check-in time arrives.

    • On the other hand, in this situation, if the guests go through the tablet Arrival process before the property check-in time, they will see the activation time on the last screen message.

5. Reservation Search & Verification

Note: Whether guests are asked for an OTP during this verification step depends on the "Guest OTP Verification" toggle (Goki Dashboard > Settings > Basic Information > Danger Zone). This toggle is enabled by default for the security of guest PIN access. If a property turns it off, guests can search for and access their reservation on tablet/touchless check-in as usual, without being asked for an OTP.

For security reasons, guests search for their reservation by entering their PMS number, last name, and check-in date. No name hint is ever shown at any point.

  • One email match — an OTP is sent to that email. Once verified, the guest can access all reservations under that email (selecting one if there's more than one).

  • Multiple different emails match — the guest is prompted to enter their email. If it matches, an OTP is sent and verified access is limited to that email's reservation(s). If it doesn't match, a "reservation not found" error is shown.

  • No email on the reservation — an error tells the guest the booking can't be searched online and to contact staff directly.

  • No match, or invalid/expired OTP — a "reservation not found" or "invalid OTP" error is shown accordingly.
    ​

    Note: If a guest says they have not received their 6-digit PIN by email or SMS, ask them to open their email inbox or SMS app and check for the message directly. Some devices or notification settings may prevent new 6 DIGITS OTP messages from appearing as notifications, even though the OTP email or SMS has already been delivered.


    ​Demo: Where the OTP code appears during Check-in
    Watch this short video showing where the OTP/PIN code appears on a guest's phone if they say they can't find it.

Did this answer your question?