Online check-out puts guests in control of their departure and saves you time at the reception desk. Learn more about online check-out and how it works.

Online check-out is not yet available in Italy or Portugal.

Step 1: Allow guests to claim and pay for consumed items

If you offer products or services that are typically claimed and paid for after consumption (e.g., minibar items), you can allow guests to add these items to their own bills before they pay and check out.

Which services can be claimed?

You can't mark individual items (products) as claimable, only services. When you allow a service to be claimed during online check-out, guests will also be able to claim any product within that service.

👍 Only allow a service to be claimed if all products in the service are:

  • Self-service / consumed before they're claimed (e.g. "Minibar - Pringles")
  • Named appropriately

👎 Don't allow services to be claimed if any products in the service:

  • Are not self-service / must be claimed when they're consumed (e.g., "2-course dinner")
  • Aren't named appropriately (e.g., "Direct booking breakfast")

Note: This is not an upsell feature. It should only be used by guests to claim items they have already consumed.

I don't have services that guests can claim

1. Go to Main menu > Settings > Services.

2. Click on any non-stay service. This feature is only available for non-stay services.

3. Scroll down to the Promotions section and open it.

4. Under Promotions, make sure During check-out is not selected. Guests won't be able to claim this service or any of its child products during online check-out.

5. Click Save.

6. Repeat steps 1-5 for all of your non-stay services.

Make sure this feature is turned off for all services that guests shouldn't claim—if you don't, it may result in incorrect bills.

I do have services that guests can claim

Step 1: Update services that can be claimed

1. Go to Main menu > Settings > Services.

2. Click on a service that guests can claim. This feature is only available for non-stay services.

3.Scroll down to the Promotions section and open it.

4.Under Promotions, select During check-out. Guests will be able to claim this service and any of its child products during online check-out.

5.Click Save.

6.Repeat steps 1-5 for all services that can be claimed.

Step 2: Check services that can't be claimed

1. Go to Main menu > Settings > Services.

2. Click on a service that guests cannot claim. This feature is only available for non-stay services.

3. Scroll down to the Promotions section and open it.

4. Under Promotions, make sure During check-out is not selected. Guests won't be able to claim this service or any of its child products during online check-out.

5. Click Save.

6. Repeat steps 1-5 for all services that cannot be claimed by guests.

Make sure this feature is turned off for all services that guests shouldn't claim—if you don't, it may result in incorrect bills.

Step 2: Enable online check-out

When guests check out online, they select their own check-out time. Once they check out, reservations are then automatically checked out in Commander or your staff can do it manually.

  1. Go to Main menu > Settings > Services.
  2. Select your stay service.
  3. Open the Options section.
  4. Find Visit options and select Enable online check-out.
  5. If you want reservations that are checked out online to then be automatically checked out in Commander, select Enable automatic check-out (for online check-outs). We strongly recommend you turn on this feature. If you don't, you'll have to manually check out the reservations in Commander.
  6. Click Save.

Add a check-out message (optional)

  1. Go to Main menu > Settings > Services.
  2. Select your stay service.
  3. Click Documents.
  4. Click +.
  5. Choose Check-out instructions, and click Create.
  6. Enter your check-out message.
  7. Click Save.

Your message will appear to the guest on the last screen of the check-out process.

Customize the check-out invitation email (optional)

If online check-out is available for the reservation, we'll send the check-out invitation email to the reservation owner the day before departure. You can partially customize this email.

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