You can't find your guest's check-in data

Your guest completed online check-in, but you can't see their details in Smoobu. The likeliest cause is looking in the wrong place: the submitted data lives on that guest's booking, not in a central list, and the full record sits behind the Edit button and the TXT and PDF exports rather than on the page itself. If the guest can't submit the form in the first place, see The check-in form won't open or submit.

First, check

• Did the guest actually submit? After submitting, guests see a confirmation that their details were sent to the host. If they closed the form without submitting, nothing arrived; send them the link again. If they say they did fill in and submit the form but never saw a confirmation, and no data shows on any of your bookings even after they try again, do not keep resending the link: this is a submission failure on the form itself; see The check-in form won't open or submit and contact our team.

The data isn't where you expected it

Open the booking from your Bookings list with View more. A submitted check-in shows up on the booking's detail page in two ways:

• The Guest card fields update with the submitted name, email, language, and address. The guest's name can appear in lowercase here; the check-in record itself keeps the original spelling.
• An Online check-in details entry appears in the Guest card. Click it and it expands to show the guest's name plus three actions: Edit, Save Changes TXT, and Save Changes PDF.

The complete field-by-field record (documents, additional guests, custom fields) is inside the Edit view and in the TXT and PDF exports; it does not all display inline on the page. So "I only see the name" usually means everything is there, one click deeper.

Two places the data never appears, so don't look for it there: the contact record in Contacts (check-in data stays on the booking and is not added to the guest's contact), and your bookings-list export (the check-in record exports per booking as TXT or PDF, not as extra columns).

The completion email came, but only the main guest's data is there

The check-in completion trigger fires as soon as the main guest submits the form; it doesn't wait for the other travellers. The form is also single-use: once the main guest has submitted it, it cannot be opened again to add or edit additional guests.

So do not ask a guest who already submitted to fill in the form again to add people: a second submission does not save the added guests and can remove the data from the first submission. Collect the missing travellers' details by message and enter them yourself (next section). To make sure every traveller is captured up front next time, turn on the Require all travellers switch in the form's Additional guests section; see .

The record is incomplete, or you need to correct it

You can complete or fix the data on the booking yourself; there is no guest-side way to edit a submitted form.

1. Open the booking's detail page.
2. To correct the submitted check-in record, click Online check-in details in the Guest card, then Edit, make the changes, and save.
3. To add booking-level details like the guest's email, phone, or language, click Edit on the Booking card and fill in the fields there (guest name, email, phone, language, adults and children, arrival and departure times, notes).

This is also the fallback whenever a guest can't or won't use the form: collect their details by message and enter them here.

The guest submitted, but nothing shows on the booking

A submitted form can occasionally end up attached to a different booking than the one the guest checked in for. To spot it, check the guest's other bookings, and any booking with overlapping dates, for an Online check-in details entry that carries this guest's name. If you find the data on the wrong booking, or don't find it anywhere even though the guest saw the confirmation, this can only be fixed by our customer service team; contact them with the Booking ID (see Still stuck below). Don't ask the guest to resubmit in the meantime, for the same reason as above.

You need the data as a file or for the authorities

Use Save Changes TXT or Save Changes PDF in the Online check-in details section to download the record, for example to archive it for local registration rules. If you use a registration integration such as AVS or Feratel, the booking also shows a Registration form update control that pre-fills the registration form from the submitted check-in data.

One reporting caveat: data collected through check-in (such as nationality) exports per booking as TXT or PDF, not as a column in your bookings list. If you need a value like nationality in a spreadsheet, enter it yourself in the booking's Address field, which does export as a column; it is not copied there automatically. See .

Check it's fixed

Opening the booking shows the Online check-in details entry in the Guest card, Edit opens the full record with every guest and field you expect, and the TXT or PDF export downloads with the same data.

Related articles

• The check-in form won't open or submit

Still stuck?

If these steps didn't fix it, contact the Smoobu team: open the Help menu to open a ticket or book a call slot, or use the chat bubble in the bottom-right corner. To get the fastest answer, please include:

• Your Smoobu User ID (in the profile-icon menu, top right).
• The property name or ID, if it's about one property.
• The Booking ID, if it's about one booking (Bookings, then View more).
• The channel name, if it's about channel sync (Booking.com, Airbnb, Vrbo, and so on).
• A short step-by-step: what you did, what you expected, and what happened.
• Screenshots or a short screen recording of the problem.
• Your browser and operating system, if something looks wrong on screen.