Requesting Information during Check-in and Registration Process

Provide a first-class check-in experience in English: learn the exact phrases to locate a booking, request ID politely, confirm names and dates accurately, and offer solutions when rooms aren’t available. Use these guest-friendly expressions to sound confident, calm, and professional.

How to locate a booking politely?

Start with the most reliable detail: the booking reference number (reservation number). It uniquely identifies the reservation and avoids confusion with common names. The key is to ask with indirect requests—they sound respectful and reduce defensiveness.

Which indirect request forms sound professional?

• "May I please have your booking reference number?".
• "Could you please tell me the booking reference number for your stay?".
• "Can I have your booking number, please?".

These structures use polite leads: "May I," "Could you," and "Can I." They turn commands into requests while keeping control of the process.

What if the guest has no reservation number?

Offer an immediate alternative to keep the guest calm. - "No problem, I can also locate your reservation using your last name.". - "That's no problem at all. I can look it up using your last name.". - "Don't worry, I can find your reservation with your name instead.". - "That's okay, I can check the system using your last name.".

You can add a brief reason to build trust: "This helps me quickly access your details to ensure everything is perfect for your stay.".

How to verify identity and manage data entry?

Once the reservation appears, move to the legal side: ID verification and accurate data entry. Request identification politely, then maintain a smooth dialogue while typing.

Which ID request phrases are appropriate?

• "May I please see a valid ID for check-in?".
• "May I see your passport or ID, please?".
• "Could you provide a form of identification, please?".
• "I'll just need to see your identification to complete the check-in.".

If the guest hesitates, explain immediately: - "We collect this to verify your identity for your security.". - "It is a legal requirement of our guest records.".

How to keep the conversation flowing while typing?

Use bridge phrases to avoid awkward silence and show efficiency. - "I am just updating your profile with these details now.". - "This will just take a moment to process.".

Accuracy is critical. A typo in a passport number or email can cause legal issues or miscommunication later.

How to confirm names and dates accurately?

• Verify spelling first. If unsure, ask them to spell it. Use phonetic clarification: "Is that M for Mike or N for November?".
• Show the screen or a registration card: "Could you please verify that this information is correct?".
• Confirm dates using the full format (avoid just numbers): "So you're arriving on Tuesday, January 15th, and departing Friday, January 18th, for a total of three nights?".

How to handle missing reservations and room unavailability?

Stay calm and solution-focused. Acknowledge the situation without blaming the guest, then investigate like a detective and present a clear solution.

What to say when the system shows no results?

• "I'm not seeing that reservation in the system at the moment. Let me check a few more details.".
• "I don't have a match for that reference number right now. I'll review some additional information to locate it.".
• "At the moment, I'm unable to locate the reservation with that number. Let me verify using another detail.".
• "I'm not finding the reservation under that reference. I'll take another look using your name and dates.".

Which clarifying questions help locate the booking?

• "Did you book directly through our website or did you use a travel agency?".
• "Sometimes reservations are under a different name. Could it be under a companion's name?".
• "May I try searching by your email address?".

How to present solutions confidently?

Acknowledge first, then offer the fix immediately. - Reassuring or neutral acknowledgments: "It seems the standard room is not available, but that is not a problem." / "Unfortunately, that room category is not available right now." / "At the moment, the standard room is unavailable." / "I'm not able to confirm the standard room at this time.". - Clear, positive solutions: "I can upgrade you to one of our business suites immediately." / "To resolve this, I can..." and offer an alternative. / "However, I can offer you... at no additional cost." / "I do have a business suite available for you instead." / "I can offer you an alternative room." / "What I can do is move you to a higher category room." / "As a solution, I can place you in one of our executive rooms.".

Practice scenario: a guest booked a double room with a balcony for three nights, but your system shows a standard room without a balcony for the same dates. The guest insists the booking included a balcony. Record yourself acknowledging calmly, confirming details, and offering a clear solution. Share your version in the comments.