Roraima Vendor Guide
Review guest checks
What this page is for
Use Approvals to review identity checks, blocked reporting work, messages to guests that did not arrive, information requested from guests and exception requests.
Menu path
Vendor Back Office → Bookings → Approvals
Approvals opens on the first tab. A bar of five tabs, in this order, runs along the top of every page of the area:
- Identity verification;
- Blocked transmissions;
- Undelivered messages;
- Requested information;
- Exception requests.
Each tab is a link to its own page, and Approvals stays lit in the menu on all of them. A tab shows a number when something waits in it, and the number beside Approvals in the menu is the total of the five tabs. Exception requests has no menu item of its own.
The To check box at the top of a booking leads to the right tab or page for each open item: see Manage bookings.
Identity verification
The page shows counters for Awaiting review, Video skipped, Verified and More info requested. Each completed automatic identity check costs the Owner 5 credits.
| Label | Purpose | Instruction | Condition |
|---|---|---|---|
| Disclaimer | Allows automatic approval to be enabled. | Read and accept it before enabling the workflow. | Shown only while automatic approval is off. |
| Review time (minutes) | Sets how long you can review a positive Roraima Hub result before automatic approval. | Enter 1–30 minutes. | Does not delay guest access: with a positive result the door code is sent at once. It decides only when the check counts as approved, and so when reports to the authorities can be sent. If the guest reviews the details read from the document, the time counts from their confirmation. |
| Ask the guest to provide a short video when the Roraima Hub does not confirm the document | Adds a manual fallback. | Enable it when you want the guest to provide a short video. | The video always requires your decision. |
| Status | Filters the verification list. | Choose Awaiting review, Video skipped, Verified, More info requested or All. | Optional. Awaiting review also counts the bookings for which the guest has sent nothing yet (Waiting for data). |
The list columns are Booking ID, Product, Check-in date, Guests, Status, Review by and Attempts. Use Open for the detail of a verification. On a row where the guest has sent nothing yet, Confirm in person replaces Open.
The detail of a verification
The detail page gathers what you need to decide. It never shows the photos of the ID: only the Roraima Hub reads them.
| Label | Purpose | Instruction | Condition |
|---|---|---|---|
| Method | Says how the identity is being checked: automatic reading from the Roraima Hub, identity video, reviewed by you, or in person, on arrival. | Read it before deciding. | Always shown. |
| Roraima Hub | Says what the Hub is doing with the lead guest's photos: waiting for the guest to take them at the property, reading them, read at a given time, or not received. It also says when the check will confirm itself if you do nothing. | If it asks you to check the document in person, do so before confirming. | Shown for checks with photos of the ID. |
| Automatic check result | Gives the outcome of the reading and, under What does not add up, the problems found. | Review the listed problems. | Shown after a reading. |
| Guests | Shows each guest's role, date of birth, document type and number, and the Face match. | Compare them with the document when you check in person. | Always shown. |
| Written by the guest / Read from the document | Shows, side by side, a detail of the lead guest that differs from what the Hub read on the document, for example the document type. | Check the document in person before confirming. | Only while the check is not yet verified, and only when a detail differs. |
| Confirm in person | Confirms the identity after you have checked it yourself. | Press it. | Always available before verification. While the Hub is still waiting for or reading the photos it reads Confirm in person without waiting for the Hub. When the Hub found problems, Write what you checked (required) appears above the buttons. |
| Confirm via video | Confirms the identity from the guest's video. | Watch the video, then press it. | Only when there is a video. |
| Request new photos / Request a new video | Asks the guest to redo the photos or the video. | Write what to redo, then press Send request. | Not shown while the guest still has to take the photos or the Hub is reading them. It does not close access already granted. |
| Revoke device access | Closes the guest's access to the devices. | Press it and confirm. | Only while device access is open. |
If the guest, reviewing the details read from the document, changes the document type, the check starts again with new photos and a new reading.
Use Save for the review time and backup-video choice. Automatic approval has its own enable or disable action.
Blocked transmissions
This tab lists the reports to the authorities that Roraima could not send because guest details or the identity check are missing. Complete them in the booking: Roraima sends the report again on its own until it has notified you; after that notice it sends it again only when you press Try sending again in the booking's Legal reporting tab.
The list has the columns Booking, Type (Alloggiati Web (State Police) or ISTAT (regional)), Reason and Updated. Each row ends with a button: Identity verification when the check is missing, otherwise Open booking, which opens the Guests tab of the booking. When nothing is blocked, the tab says so.
Undelivered messages
This tab lists the messages to a guest that did not arrive. Each row gives the Booking and its dates, the Guest, the Message, What happened (Rejected or Not sent, with the reason) and When.
Press Copy the guest link to send the link to the guest yourself; the button is shown when the booking has a guest link. Then press Mark as resolved and confirm: the message leaves the list. When every message has arrived, the tab says so.
Requested information
This tab contains answers to additional product fields. Its Status filter offers Awaiting review, Approved, Rejected and All. Open a row to approve the answer or request a new submission.
Exception requests
A Buyer whose booking has cancellation terms without a refund can ask the Owner for an exception, for example in a case of force majeure, stating the reason. The request waits in this tab for your decision, and the number on the tab is the number of requests still pending.
Use the menu above the list to show All requests, the Pending ones (with their number), the Approved ones or the Rejected ones, then press Search; Reset clears the choice. The columns are ID, Buyer, Product, Check-in date, Reason (shortened), Status and Refund. The Refund column shows an amount only for an approved request, with a warning sign when the refund did not go through, and a dash otherwise. Press View to open a request.
The request page shows the Buyer, the product, the dates, the total price, when the request was opened, its status and the Buyer's reason, with your note once you have decided. While the request is pending, the Decision area offers two forms, one to approve and one to reject:
| Label | Purpose | Instruction | Condition |
|---|---|---|---|
| Refund amount | Sets the amount you refund. | Enter an amount from 0 up to the total price of the booking. 0 approves the request without a refund. | Required to approve. |
| Booking | Says what happens to the booking once the exception is approved. | Choose Keep the booking, which stays valid so that the guest can still stay, or Cancel the booking, which returns nothing beyond the refund you entered. | Required to approve. Shown only while the booking is pending or confirmed. |
| Note (optional) | Adds a note to your approval. | Write it. | Optional; up to 2,000 characters. |
| Approve and refund | Approves the request. | Press it and confirm. A Stripe refund of the amount is processed. | Pending requests only. |
| Note (required) | Explains to the Buyer why the request cannot be accepted. | Write the explanation. | Required to reject; up to 2,000 characters. |
| Reject | Rejects the request. | Press it and confirm. | Pending requests only. |
When the guest receives the door code
The door code depends on the type of identity check:
- Identity video: the guest receives the code only when you approve the check. Two cases do not wait for you: a guest who scans the structure QR on site and then asks for help because the video cannot be recorded, and an arrival that you record yourself.
- Roraima Hub with automatic approval on: the code is sent as soon as the Hub returns a positive result and, if the guest has to review the details read from the document, as soon as they confirm them without changing any. The guest's page then reads "Automatic identity verification successful." The review time decides only when the check counts as approved, which lets you change your mind before reports to the authorities are sent.
- Roraima Hub with automatic approval off, a result that is not positive, details read from the document that the guest changed, or a Hub that does not answer: the code waits for your decision.
Automatic approval applies only to a positive Roraima Hub result. It is off until you accept the disclaimer, and it applies to the whole company. A backup video or an in-person check is always manual. Approval allows an applicable authority submission to continue, but it does not record the guest's arrival.
Conditions
Only Owners and Managers use this area. Each tab and badge includes only work for the Owner's bookings.
A Manager can read the exception requests of the Owners who delegated their bookings, but only the Owner can approve or reject them, because a refund may follow.
Related guidance
Use Extra info to choose the information requested by a product. Return to Manage bookings for booking lifecycle actions, including the To check box of each booking.