Guest Verification Tool – Add “Reject & Resubmit” Option

Guest Verification Tool – Add “Reject & Resubmit” Option

The Guest Verification tool is a great feature, but there is a significant limitation when a verification is flagged. Currently, if a guest receives a Critical risk level or submits incorrect information, the only option available to the host appears to be “Allow Check-In Anyway.” There is no option to reject the verification or require the guest to correct and resubmit their information.

For example, we currently have a guest who submitted a photo of another guest’s ID, so the name on the reservation does not match the ID provided. The verification was appropriately flagged as Critical, but we have no way to reject it and request a new ID. The guest is willing to submit the correct ID, but their guest portal shows the verification as completed and does not allow them to try again.

We have encountered similar situations where guests accidentally upload two photos of the front of their ID, submit the wrong ID, or otherwise make a simple mistake during verification. In these cases, the host should not be forced to select “Allow Check-In Anyway” just to move forward.

Suggested improvement: Add a “Reject / Require Resubmission” option for hosts. If selected, the verification should reopen in the guest portal and require the guest to complete the verification process again before being approved.

This would make the verification tool much more effective. If a verification is flagged as Critical but the host cannot reject it or require the guest to correct the issue, it limits the value of the risk assessment itself. Hosts should have the ability to approve, reject and require resubmission, or override and allow check-in anyway.