What is the Pre-Arrival Form?
The check-in process can be time-consuming, especially when guest information needs to be completed before granting room access. The Pre-Arrival Form streamlines this process by enabling guests to fill the form out before arriving at the property. This ensures data privacy and minimises the risk of human error. Front desk staff only need to verify the booking and traveller information, enabling a faster and smoother check-in process and enhancing the overall guest experience.
How does it work?
- Guests Receive a Pre-Arrival Form
Before their stay, guests receive a Pre-Arrival form either via email or WhatsApp that they can fill out at their convenience. - Auto-Populated Guest Details
Instead of manually entering information, guests can scan their passport or ID, and the form will automatically extract and populate the relevant fields. - Information Updates in HMS
Once submitted, the guest’s details are instantly updated on the booking card in HMS. This eliminates the need for hotel staff to collect this information again at check-in. - Hotels can print the Guest Registration Form
Some hotels may choose to print the guest registration card before the guest’s arrival, allowing for a quick verification and signature before they head to their room.
The Pre-Arrival Form is available for all bookings with a valid guest email or phone number, including temporary messaging addresses from select OTAs. Guests who provide a valid email at the time of booking will receive an email with a link to the form 14 days prior to arrival. If a valid phone number is provided, the guest will receive a WhatsApp message containing a link to the Pre-Arrival form 5 days prior to arrival. The email or WhatsApp message also includes relevant services that enhance the guest experience, such as airport transfers and e-SIM options, ensuring a smoother and more convenient stay.
What are the Required Fields in the Pre-Arrival Form?
When completing the Pre-Arrival Form, guests can choose to upload either their passport or ID card to streamline the identity verification process. However, this step is optional.
Mandatory fields include the guest's email address, phone number, first and last names, expected time of arrival, passport/ID number, and nationality. If a reservation includes multiple guests, the primary guest can also complete the additional guests section with similar details, such as name, passport/ID, and nationality.
(If there is only one guest, this section will not be visible).
Once the guest completes and submits the Pre-Arrival Form, the information automatically syncs with the booking card in HMS.
- The status of the reservation will be updated to “Confirmed - Modified” in HMS
- If the guest updates his flight details, this will be found in the Booking notes section of the booking card
If the guest had uploaded a copy of their passport or ID, hotels will be able to download it from the booking card. To do this, click the three-dot icon at the top of the booking card, then under the 'Print' section, select "Download Primary Guest Identity". If the guest had also uploaded a copy of the passport/ID for the additional guests under the same reservation, they can also be downloaded by selecting "Download Additional Guests Identity".
Benefits for Hotel and Guests
The Pre-Arrival Form benefits both the hotel and its guests through:
✅ Safer, Faster and Smoother Check-In – Guests can complete their details at their convenience before arrival and spend less time at the front desk, ensuring a smoother arrival experience.
✅ Reduced Workload for Staff – Hotel teams no longer need to manually enter guest details, and instead just need to verify the guest information. This allows them to focus on delivering excellent service.
✅ Fewer Errors – Auto-populated fields from scanned documents minimise the risk of incorrect data entry.
✅ Improved Guest Satisfaction – A seamless and hassle-free process contributes to a positive first impression.
Can't find your answer? Contact the ZUZU Helpline
Tags: Pre-Arrival Form, booking card, pre-arrival check-in, fast check-in, reducing human error, fast identification process, quick verification during check-in, pre-filled form, ancillaries, email confirmation, WhatsApp message confirmation, early check-in notice, flight details, priority on data privacy, updated booking status, booking notes, booking modifications