TIOO can ask guests for a photo of their ID (passport, driving licence or national ID card) during online check-in, and you can add one yourself at the front desk. ID photos are on the Growth plan or higher.

Careful: ID photos are sensitive personal data. TIOO gives you the tools to collect, check, keep and delete them. Whether you must collect IDs, whose, and for how long depends on the law where your property is. TIOO can't give legal advice: if you are unsure, ask a solicitor or your local tourism authority.

Turn on the ID step

  1. Go to Settings and open Guest portal & online check-in. The Check-in tab opens.
  2. Switch on ID Verification.
  3. Under Whose ID do you need?, choose Main guest only, 2 people, 3 people or Every adult on the booking (follows the number of adults on the booking, up to 10).
  4. If you ask for more than one person, decide whether to tick Guests must upload every ID before finishing check-in. Left unticked, the extra IDs are optional and you can collect them at the front desk.
  5. Optional: under Don't ask for ID on bookings from, tick booking sites whose guests you don't want to ask. Those sites never pass the ID on to you, so only tick a site if you don't need the ID yourself.
  6. Check ID retention period (days) (see "How long TIOO keeps them" below).
  7. Click Save Check-in Settings.

The first time, TIOO opens a one-time page, Enable ID Verification, listing your responsibilities as the business collecting the IDs. Tick each one and click I accept these responsibilities. The ID step turns on after that.

The page may also suggest a choice for your country, for example Every adult on the booking where the law asks you to identify every adult.

What the guest does

The guest sees an ID step during check-in with a short notice about how the photo is used and kept. They take a photo with their phone or choose one. The main guest's ID is always needed; for extra people the guest types each person's name. A guest who stayed before and whose ID you still have on file only needs to add the other people.

When the photo arrives, an automatic check looks at whether it is clear and looks like a real ID, and gives a confidence score. No decision is made from the score alone: uploads that look wrong are flagged for a person to look at, and the dashboard bell rings when one needs checking.

Check the photos

  1. Open Check-in Insights.
  2. TIOO asks you to confirm it's you (your password, or your sign-in code if you use one). This lasts a short while.
  3. Click To review to see IDs that are new or flagged.
  4. Open an ID. The photo is blurred until you click Reveal for 60 seconds.
  5. Click Approve, Flag or Reject.

If you reject an ID, the guest's app tells them it was not accepted and asks them to upload a new photo.

Delete removes the photo for good. Every view, change and download is written to the activity log.

Add an ID at the front desk

For walk-ins, or an extra person who didn't upload one:

  1. Open the booking from Reservations.
  2. In the Guest ID Records card, click Take photo / Choose file.
  3. Optional: type the person's name under Whose ID is it? (optional).
  4. Click Upload ID.

The photo is stored like a check-in upload and appears in Check-in Insights. Owners, admins, managers and receptionists can upload. Only owners and admins can delete one.

Who can see and download IDs

  • Owners, admins and managers can open Check-in Insights and view IDs. Only owners and admins can approve, flag, reject and delete them.
  • Download record (a PDF or the image, for a police request, a data request from the guest, or a court order) is for the owner and admins only. TIOO asks who the record is for and why, and keeps that record. Before a download, TIOO may also ask you to verify your business and to protect the owner's sign-in with an authenticator app.
  • By default the owner gets an email every time an ID record or photo is downloaded, so you notice if someone else is using a login.
  • Cleaners never see IDs.

How long TIOO keeps them

On the Check-in tab, ID retention period (days) sets how long IDs are kept, counted from the end of the stay. The page shows the legal minimum TIOO has on record for your business's country (if any) and the longest TIOO keeps IDs (7 years). The setting applies to all your properties and to IDs added at the front desk; a change applies to IDs uploaded from then on.

When the period ends, TIOO deletes the photo automatically. An ID linked to an open police or court request is kept until that request is closed.

Note: Each ID photo counts towards your plan's storage.

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