iRiS Manager| Guest Room| Guest Mobile| Guest Web | Mobile Dining
The details provided do not match our records. Please check and try again. - Guest Web
After completing the form requesting only Last name and Room number. The Order will not process, and you see the error
'The details provided do not match our records. Please check and try again.'
Displayed directly above the Place Order button.
How to fix this
This error occurs in to scenarios
Details provided are incorrect
First, check that the details being provide are correct.
These details can be checked by going to Guest Centres > Front desk > search for room
'Verified Guests' feature enabled but not correctly setup or configured for property
This issue can occur when 'Verified Guests' has been enabled in Outlet settings and there is no integration to the Hotel PMS service.
Please contact support if you believe this service should be active. (Please note this will depend on your service contract and enabling this feature may incur additional costs).
If you still need help
If you continue to see this error when trying to place an order, contact Support.