Autohost/Truvi may request manual guest verification for various reasons. Ultimately, it means these services cannot automatically verify the guest based on the provided documents and need your intervention.

Here's how this request appears in the messaging logs:

Here are the steps to make a sound decision:

Review the complete Autohost Report for the verification and determine the specific reason for the requested manual verification.

For Autohost, the reason for the failed verification will be displayed in the booking fields for a guest in both the ‘Autohost reason’ and the full report in 'Review Details', while the full report will display the documents uploaded by the guest, recommendations, and top concerns.

For Truvi, please send us an email/chat so we can pull the information manually.

Depending on the reason, you can ask the guest to upload a different document or selfie to address the verification concern. If the name on the ID does not match the booking, reset the Id upload step (see Step 3) so the guest can upload the correct ID.

Based on the report, you can decide whether to manually approve or deny the verification. Keep in mind that approving it means you're taking responsibility for allowing an unverified guest into your property. Otherwise, reset the Id upload step so the guest completes it again and gets verified through your verification partner. To do this, open the guest in the Inbox, go to the Boarding Pass card, click the three dots on the Id upload step and select Reset.