Mark a guest as arrived, undo it, or mark a no-show

With a smart lock, TIOO sees when a guest first opens the door and marks them as arrived by itself. Use these buttons when that can't happen — a key safe, reception, a guest you let in yourself — or when you need to correct the record. Owners, admins and managers can use them.

Mark a guest as arrived

1. Open the booking (click the guest's name on Reservations).
2. Press Mark as Arrived.

The button shows from the check-in day until the check-out day, as long as no arrival has been recorded yet. You can also click the Overdue pill on Today's list and choose Mark as arrived.

What happens: the booking is checked in, the row turns green (Arrived, then In Property after 2 hours), and calendar updates no longer change its status. You don't get the "guest has arrived" email, because you already know. In a booking with several rooms, TIOO asks whether to mark every room. Press OK for all rooms, or Cancel for this room only.

Undo it within 5 minutes

Right after you mark a guest as arrived, the button changes to Undo arrival mark with a countdown. Press it within 5 minutes and the booking goes back exactly as it was.

Undo a check-in later

If the guest was checked in by hand (with Mark as Arrived or the Check in button on the row) and it was a mistake, you can take it back at any time during the stay:

1. Open the booking and press More actions (⋮).
2. Choose Undo manual check-in and confirm.
3. In a booking with several rooms, TIOO asks whether to do it for every room. Press OK for all rooms, or Cancel for this room only.

The booking goes back to Confirmed, so the guest can check in the normal way. The guest details you typed are kept.

Note: Undo manual check-in isn't offered when the guest opened the door with their code or the button in their guest app. That entry is a real record from the lock and stays.

Mark a no-show

1. Open the booking and press More actions (⋮).
2. Choose Mark No-Show and confirm.
3. In a booking with several rooms, press OK to mark every room, or Cancel for this room only.

Mark No-Show is there from the check-in day for the whole stay, even if the guest was marked as arrived by mistake. Marking a no-show also clears any arrival record. You can find it later in Guest Records under No Show.

Careful: Booking.com and Airbnb are not told. Mark the no-show on the booking site too, or you may still pay commission.

Note: Marking a no-show also removes the guest's door code from the smart lock. If a lock can't be reached, you get an alert so you can remove the code yourself. If you change the booking back later, TIOO makes a new code.