Matching is done on the arrival date and the surname on the booking. Spelling is forgiving about case, spaces and punctuation, but the arrival date has to be exactly right, and the booking must not be cancelled.
Work through these
- Is the stay there? In Access codes for that property, or in Calendar & bookings, find the booking. If your calendar has not synced recently, press Sync calendar first.
- Is the arrival date the one the guest has? Guests often type their own travel date, or a date from a different booking.
- Is there a surname on it? Calendar feeds carry no names. Type the guest's surname in the Surname box on the stay — a name you type always works.
- Is there a code on it? A stay with code missing has nothing to show.
- Is it inside the window? The details open a set number of hours before check-in and lock again after check-out.
Other things the guest may be told
- "That stay is already registered under a different name." — someone else claimed that booking. Press Not this guest on it in Calendar & bookings to clear the name.
- "Thanks — your host has been asked to confirm it's you." — you are on Ask me first. Press Approve on that booking.
- "Your host adds guests to bookings by name." — registration is switched off for this property; add the surname yourself.
- "Too many attempts — please wait a while and try again." — there is a limit of 10 attempts an hour from one guest and 50 a day for a property. It clears by itself.
If it is still refusing
Send the guest their code directly so they are not locked out, then reply to any email from QuietStay with the property, the arrival date and the surname they used. We can see every attempt that was made and tell you which part did not match.