How to Upload Police Reports (Guardia Civil)

Hotels are obliged to report guests' stays to the police. There are four different policies in Spain, and depending on the property location, they need to report it to its corresponding police enforcement authority.

How to upload police report to Guardia Civil

Guardia Civil is an automated connection, meaning that the guest’s information is sent automatically by RoomRaccoon on a daily basis.

How does it work?

• The system checks for reservations that are checked in daily. 

• Then send them after 10:30 pm UTC every day. 

What do you have to do for the reservations to be sent automatically?

1. Reservation status must be checked-in

2. Guest information mandatory fields must be filled in

What happens if the reservation is not marked as checked-in on the day?

• The system will try to resend the same reservation on the following day because the system gives you two opportunities to send the information automatically to Guardia Civil: On the check-in date or the day immediately after, according to the Guardia Civil requirements.

• If the reservation has not been sent on the check-in date for some reason and the next day it is marked as checked-out, this won't cause an issue. The system will try to send the information regardless, as it was not sent on the previous day.

What happens if the mandatory fields are not filled in even though the reservation is marked as checked-in?

Guardia Civil will communicate the error to you if a mandatory field still needs to be filled in, for example, a Spanish guest's second name (Apellido). You can log in to your Guardia Civil platform to check which reservations have successfully been sent and which ones have errors. 

Guardia Civil will display what the error is, like in the example below:

If you manage to make the necessary corrections within the period range, the system will send everything automatically. You won't have to do anything else.

If the correction is made after the period range, you must follow the steps to send it manually by accessing the reports module. 

What if a reservation was not sent in any of the two attempts because it did not match the criteria?

If a reservation was not sent automatically after two attempts because it did not match the criteria. You must log in to your Guardia Civil platform and follow their manual report process.

Upload the file to your Guardia Civil portal,

Guardia Civil informed you that the files that were sent have the wrong three digits number - what now?

1. Click on your Reports Module on the left side of the screen. Under the Performance Tab, you will see the section Police Reports.

2. In the Police Reports section, choose the day you want to report. 

3. Insert the correct three-digit numbers in the 'Follow number' field and click send.

4. The following files that will be sent to Guardia Civil will include the three digits number you've inserted.

How to setup the connection with Guardia Civil

To set up the Guardia Civil connection in your RoomRaccoon account, we will require the following:

• Your police account ID

• Your police account Password

• The three-digit number of the last file that was sent to the police (example: 385)

Good to know

• Please ensure all guest details marked with an asterisk * are filled in and the reservation status is updated to “Checked-in.” Otherwise, the file will exclude the reservations that do not match the criteria.