Document Upload

The Document Upload step asks guests to upload a file during pre-check-in — for example a parking pass, pet vaccination record, signed rental agreement, or proof of insurance. You can optionally turn on AI verification, where SuiteOp checks each upload against a prompt you write and routes anything that doesn’t pass to manual review.

Guests can upload JPG, PNG, or PDF files up to 10 MB. Uploaded files are retained for 30 days and then automatically purged.

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Adding a Document Upload step

1. Settings
2. Portals
3. Verify

1. Create the step

   • Click New and choose Document Upload
   • Give it a nickname (only visible to your team)
   • Set the sort order to control where it appears in the guest’s pre-check-in flow

2. Write the subtitle

   • The Subtitle is shown to guests on the upload screen. Use it to explain exactly what document you need (e.g., “Upload your parking pass — it must show your license plate and a date on or after your check-in.”).
   • The subtitle supports multiple languages. SuiteOp will show each guest the version that matches their portal language.

3. Configure AI verification (optional)

   • Toggle AI Document Verification on to have SuiteOp’s AI check every upload against your prompt.
   • When enabled, fill in the AI Verification Prompt to describe what makes an upload valid. Be specific — the AI compares each upload to this description.
   • With AI verification off, every upload is accepted automatically and queued for your team to review manually.

4. Set source rules (optional)

   • Booking sources — Include or exclude specific sources (Airbnb, Booking.com, Vrbo, etc.) so the rule only fires for the bookings you care about.

5. Assign and activate

   • Assign the step to one or more portals, properties, or property groups
   • Toggle the step to Active so guests can see it

Caution

If AI verification is enabled but the prompt is empty, every upload is accepted automatically without any AI checks. Either write a prompt or turn AI verification off.

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Writing a good AI verification prompt

The prompt is the only thing the AI uses to decide whether an upload passes. A vague prompt produces inconsistent results; a specific one is reliable.

Good prompts describe:

• What the document is — “a current pet vaccination record from a licensed veterinarian”
• What must be visible — “the pet’s name, the vaccine name, and the date administered”
• What makes it valid right now — “the rabies vaccination date must be within the past 12 months”

A solid prompt example:

A valid parking pass for this reservation. The pass must clearly show the guest’s vehicle license plate and an expiration date that is on or after the check-in date for this reservation.

Tip

If you place Document Upload before the Your Details step, the AI can only cross-check against the name your PMS provided. Move Document Upload after Your Details if you want it to use the name the guest entered.

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What guests see

When a guest reaches the Document Upload step in pre-check-in, they see:

1. The subtitle you wrote, explaining what to upload
2. A note that your team will review the document and follow up if anything is missing
3. A file picker accepting JPG, PNG, or PDF up to 10 MB
4. A Confirm button to submit

If AI verification is on, the file is reviewed in seconds. The guest sees one of these outcomes:

• Pass — The upload matches your prompt; the step is complete and the guest moves on.
• Manual review — The AI couldn’t confidently confirm the upload. The step closes for the guest with a “we’ll follow up” message; your team handles it from the reservation panel.
• Try again — The AI rejected the upload (for example, wrong document, expired, illegible). The guest can upload a different file.

If AI verification is off, every upload immediately moves the guest to the next step and lands in your team’s review queue.

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Reviewing uploads

Open a guest’s reservation and scroll to the verification section. Click the Document Upload step to see:

• The uploaded file — Preview the image or PDF; click Open file to view full size in a new tab.
• AI verdict — Pass, Fail, Unable to evaluate, or AI unavailable, plus a confidence indicator (low, medium, high).
• Manual review banner — Highlighted when the AI flagged the upload for your team.
• Attempt timeline — Every attempt the guest made, with timestamps and the AI verdict for each.

Files older than 30 days are automatically deleted. Past that point the upload entry remains in the timeline but the file itself is no longer available — the panel will show “Files were deleted after the 30-day retention period.”

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Related articles

• Rental Agreements — Collect a signed agreement during pre-check-in
• Additional Questions — Collect freeform answers from guests
• Override Verification — Waive or reset verification steps for specific guests
• Verification Statuses — Understand the Pending, Verified, and Review statuses