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    OnRes Systems Inc.
    506 -145 West Keith Road
    North Vancouver, BC
    Canada V7M 1L3
    1.866.687.7057 Toll Free in North America
    1.604.484.2483 Local

    © 2021 - OnRes Systems

    Contactless and Upselling

    OnRes supports contactless guest check-in and check-out, and provides opportunities for upselling during the process, e.g. room upgrade, early check-in, and add-on selling during the guest check-in process, and late check-out or extending a night during the guest check-out process.


    1. Contactless Check-in

    1.1 How does contactless check-in work?

    As shown in the following diagram, the Contactless check-in process includes the following steps:

    • Pre-Check-in
    • Room Assignment
    • Check-in

    Pre-Check-in

    In the early morning of the check-in date, the system sends an Pre-Check-in email to the guest. The guest clicks the link in the email and logs into the system, where the guest is provided by the following upselling options (if availability allows) while confirming the pre-check-in status:

    • Room upgrade
    • Early Check-in options
    • Add-on items

    The guest has the option to choose their preferred check-in time (including the Early Check-in times) at a 30 minutes interval. The property also has an option to limit the number of check-in's per time slot. If enabled, the guest will not be able to choose a time slot if it's already full (see "How to setup guest check-in" section below for details).

    When guest completes the Pre-Checked-in status, the system emails a confirmation to the guest and a notification to the property.

    Room Assignment

    Upon receiving the Pre-Checked-in notification, the property can either manually assign a room or let the system automatically assign a room to the reservation.

    For automatically assignment, the system checks the availability of the room and its housekeeping status every 15 minutes. If the guest has requested Early Check-in, the system will assign a room as soon as there is a clean room available, and notify the guest via SMS text messages. Otherwise, the system will make the room assignment at the designated check-in time. If for any reason, the system is not able to assign a room by the designated check-in time, the system will notify the guest to contact the property directly or check-in in person.

    Check-in

    At the designated time of check-in, the system sends an email and a SMS text message to the guest to notify it's time to check-in. The guest then logs into the system from their mobile device, where the guest views the assigned the room number, and fills and signs the digital Registration Card. Once completed, the guest is confirmed to have checked in, then the guest can pick up their room key from the front desk.

    1.2 How to setup guest check-in?

    Guest check-in related settings can be found under Settings >> Guest Account

    • Enable Online Guest Check-in
      When enabled, the system will email guest in the morning of the check-in date, prompting to start the online check-in process
    • Enable SMS Text Alerts
      When enabled, the system will not only email guests but also send SMS text messages to confirm their Early Check-in requests or notify their check-in times
    • Offer Room Upgrades during Check-in
      When enabled, the system will provide Room Upgrade options during Guest Pre Check-in. You will also need to set up Product Tiers in the Setup >> Room Upgrades section (see "How to setup Room Upgrades" in the section below)
    • Offer Early Check-in options during Check-in
      When enabled, the system will provide Early Check-in (ECI) Time options during Guest Pre Check-in. You will also need to setup the Early Check-in options under Setup >> Early Check-in / Late Check-out (see "1.3 How to setup Early Check-In & Late Check-Out Times?" at this Help Page for details)
    • Number of Check-in's per time slot
      Limit the max number of Guest Check-in's that the system is allowed to process per time slot (30 minutes). If set, when the a time slot is full, the system will stop offering this Check-in time to future Pre Check-in's on that day
    • Check-in Confirmation Message
      Set a short verbiage to instruct guests who just finished check-in online for next steps. E.g. "Please pick up your key at the front desk". No need to provide greeting or property name and contact information, as they will be provided by the system. See example below:

    1.3 How to setup Room Upgrades?

    Room Upgrades are set up at Setup >> Products >> Room Upgrade

    Drag and drop the Products into different Tiers to provide options for guests to upgrade their room from a lower tier to a higher tier during the Pre-Check-in process.

    Upgrades are offered for the lower tier to higher tier within the same Tier Group only.

    For example, a product in Tier 1 of Tier Group A can be upgraded to a product in Tier 2, 3, ... of Tier Group A, but not any one in Tier Group B.

    1.4 How do I know if a guest has Pre-Checked-in or requested Early Check-in?

    The reservation status is indicated by the reservation buttons background color, and look for the "ECI" indicators

    In Reservation Manager:

    In Rooms Manager:

    In Housekeeping >> Room Status:

    1.5 How much revenue is generated by upselling?

    You can find the upselling revenue report in the Analytics & Reports >> Upsell Report section

    2. Contactless Check-out

    2.1 How does contactless check-out work?

    As shown in the above diagram, the Contactless check-out process includes the following steps:

    • Email to Guest in the morning of the day of check-out
    • Guest logs into the system from their mobile device
    • According to configuration and availability, the system offters the option to either check-out later (purchase a Late Check-out), or extend their stay for up to 2 nights.
    • Direct Check-out
      If the guest chooses to check-out directly and confirms the charges, a check-out confirmation email with receipt attached will be sent to the guest, and a notification email will be sent to the property.
    • Late Check-out
      If the guest chooses to check-out later, the system will calculate the new charge and prompt the guest to confirm. Once confirmed, a check-out confirmation email indicating the Late Check-out time with receipt attached will be sent to the guest, and a notification email will be sent to the property.
      Note: Late Check-out is only offered when the number of available rooms on the day of check-out reaches certain threshold, which is configured in Settings >> Guest Account section (see "How to setup guest check-out?" section below)
    • Extend Stay
      If the guest chooses to extend their stay, the system will calculate the new charge and prompt the guest to confirm. Once confirmed, a confirmation email indicating the new chenck-out date will be sent to the guest, and a notification email will be sent to the property.

    2.2 How to setup guest check-out?

    Guest check-out related settings can be found under Settings >> Guest Account

    • Enable Online Guest Check-out
      When enabled, the system will email guest in the morning of the check-out date, prompting to start the online check-out process
    • Offer Late Check-out options during check-out
      When enabled, the system will provide Late Check-out (LCO) Time options during Guest Check-out. You will also need to setup the Late Check-out options under Setup >> Early Check-in / Late Check-out (see "1.3 How to setup Early Check-In & Late Check-Out Times?" at this Help Page for details)
    • Min Availability when stop selling Late Check-out
      Set minimum availability for each inventory product - System will stop selling LCO if the availability is lower than this limit

    2.3 How do I know if a guest has requested Late Check-out?

    It's indicated by the "LCO" indicators.

    In Reservation Manager:

    In Rooms Manager:

    In Housekeeping >> Room Status: