Can guests use Chatref for mobile check-in?

Mobile check-in with Chatref puts the process directly on your hotel’s website. Guests open the widget on their phone, the AI agent greets them, and the conversation walks them through identity verification, reservation confirmation, and any special requests – all grounded in your hotel’s own policies and procedures. The assistant never guesses; it pulls from the exact content you’ve provided, so every step matches your real-world workflow.

The mobile check-in experience starts with Chatref’s website widget. With one snippet added to your site, the widget appears on every page visitors open, including the booking confirmation or pre-arrival page. Guests can begin their check-in from any smartphone browser – no app download required. Because the widget is origin-allowlisted, it only loads on your trusted domains, keeping the experience secure.

Custom actions turn the chat into a fully functional check-in terminal. The AI agent prompts guests to provide the details your hotel needs – name, reservation number, contact information, arrival time – and then pushes that data to your PMS or CRM. Every required field can be collected step by step, and the flow can even trigger key drops or door-code generation, all without the guest ever touching a front-desk terminal.

Even with a fully automated flow, exceptions happen. Chatref’s shared inbox lets your team watch live conversations and jump in when a guest needs a human touch. Staff see the full thread history and collected information, so they can resolve special requests, handle walk-ins, or verify a missing detail instantly – all within the same conversation. The result is a contactless check-in that never leaves a guest stranded.

How does mobile check-in work with Chatref?
The hotel embeds Chatref’s widget on its website. A guest opens the widget on their phone, and the AI agent starts a conversation that guides them through check-in using the hotel’s own policies and procedures. Custom actions capture the guest’s details and trigger hotel systems, so by the time the guest arrives, everything is ready. If anything unusual comes up, a staff member can take over in the shared inbox without disrupting the chat.

What devices support mobile check-in?
Chatref’s widget works on any device with a modern web browser. Guests can check in from iOS and Android smartphones, tablets, and even laptops. There’s no app to install – the experience is fully browser-based and optimized for touch screens.

Can guests upload documents through Chatref?
Chatref’s custom actions can collect text-based information like identification numbers, reservation codes, and contact details. For secure document uploads – such as passport photos or signed registration forms – the AI agent can present a link to your hotel’s existing secure portal or integrated document-collection tool, keeping the full workflow inside the chat while maintaining compliance.

How secure is the mobile check-in process?
All chats are encrypted in transit using TLS, and the widget only loads on domains you explicitly allow (origin allowlisting). Guest data stays inside your Chatref workspace, visible only to authorized staff. Combined with the shared inbox audit trail, you have full control over who sees what – no guest information is shared outside your team.