Guest Portal Layout & Features

The guest portal is the self-service hub where your guests access everything they need for their stay — from check-in steps and access codes to WiFi details, house rules, and upsells. This article covers the portal’s layout and the key features guests interact with.

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Reservations hub

When a guest verifies their identity (using their confirmation code and last name), they land on the Reservations Hub — a central page that lists all of their reservations. The hub organizes reservations into three tabs:

• Upcoming — Reservations with a check-in date in the future
• Active — Reservations where the guest is currently staying (between check-in and check-out)
• Past — Completed or cancelled reservations

Each reservation card displays the property name, check-in and check-out dates, and confirmation code. Tapping a reservation card opens the reservation-specific portal with all the details for that stay.

If a guest has active reservations but no upcoming ones, the hub automatically switches to the Active tab.

Tip

Guests with multiple reservations (for example, a returning guest or someone booking at multiple properties) can access all of them from one place without needing to verify again for each reservation.

If a guest’s access to a reservation has expired, tapping the reservation card will prompt them to re-verify.

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Home page

When a guest selects a reservation from the hub, they land on the Home page for that specific stay. The home page is organized into several sections:

Hero card

At the top of the page, guests see a branded hero card that displays:

• Your property’s brand logo and colors (including custom fonts — see Set Up Your Brands)
• A time-aware greeting (“Good morning,” “Good afternoon,” or “Good evening”)
• The property name, nickname badge, and address
• Check-in and check-out dates for their reservation

The hero card uses a background image from your property settings. If no image is set, a gradient with your brand’s primary color is displayed instead.

Navigation grid

Below the hero card, four navigation tiles give guests quick access to the main portal sections:

• Your Stay — Check-in steps, WiFi details, and property information
• Your Rental — House manuals, house rules, and property guides
• Get Access — Access codes and check-in instructions (available after verification)
• Local Guide — Nearby events and points of interest

Note

If the guest has not completed all required pre-check-in steps, an alert banner prompts them to complete verification before accessing property details.

Check-in progress

If the guest has not completed all check-in steps, a progress indicator shows how many steps are completed out of the total. Tapping this section takes the guest to the check-in flow.

Upsells

Available upsells are displayed in categorized sections below the main content. Guests can browse and purchase upsells (such as early check-in, late checkout, or local experiences) directly from the portal.

Note

Upsells are deduplicated automatically — if the same upsell is assigned to a property through multiple rules, it will only appear once in the portal.

Quick access shortcuts

A configurable row of quick access shortcuts appears on the home page, giving guests one-tap access to common services. These can include links to ride-sharing, parking, baby gear rental, issue reporting, and more.

Quick access shortcuts are configured per property or portal template. Contact your SuiteOp administrator to customize which shortcuts appear.

Messaging your host

A floating chat bubble, tinted with your brand color, sits in the bottom-right corner of every page of the reservation portal. Tapping it opens a two-way conversation with your team — a compact chat card on desktop and a full-screen sheet on mobile. Guests can ask questions at any point during their stay, and a small dot on the bubble lets them know when a new reply is waiting.

The chat is also where the Report an issue quick-access shortcut leads, so a guest reporting a problem and a guest asking a question land in the same place. On your side, these messages flow into the unified Inbox on the Web channel, and your replies appear back in the guest’s portal chat in real time — no messaging integration required.

Branded footer

The portal footer displays your white logo, social media links (Facebook, Instagram, LinkedIn), and support contact information so guests can easily reach out for help. Footer colors are controlled by your brand’s footer color setting.

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Check-in flow

The check-in flow guides guests through all required verification steps before they can access property details and codes. Steps may include:

• Your Details — Guest provides personal information
• Identity Check — Guest uploads an ID document and selfie
• Rental Agreement — Guest reviews and signs the rental agreement
• Security Deposit — Guest authorizes or pays a security deposit
• Authority Reporting — Guest registration data is submitted to local authorities (see Authority Reporting with GuestAdmin)
• Additional Questions — Custom questions configured by the property manager

Each step shows its current status (pending, in progress, completed, or waived). Once all required steps are completed, the guest’s verification status changes to Verified and they can access full property details.

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Access page

After completing check-in, guests can view their property access information on the Access page:

• Smart lock codes — Door codes for smart lock-enabled properties
• Check-in instructions — Detailed instructions provided by the property manager, rendered with rich HTML formatting
• Amenities — A list of property amenities available during the stay
• Property description — Overview of the property and its features

Note

Access codes are only revealed after the guest completes all required verification steps. This ensures security while providing a smooth self-check-in experience.

When a lock is removed mid-stay

If you remove or archive a smart lock while a guest is still checked in, any access code tied to that lock is automatically withdrawn from the guest’s view — so a guest never sees a code that no longer opens a door. The portal handles this gracefully:

• All codes withdrawn — If the only lock for the stay is removed, the Access page replaces the code list with a Contact host panel. It explains that the access code was removed and gives the guest a one-tap way to reach you for help getting in.
• Some codes still valid — If the guest has other working codes, the remaining codes stay visible and an amber notice appears above them, letting the guest know one of their locks was removed and to contact you if a code below doesn’t work.

This updates live: if you archive a lock while the guest has the Access page open, the panel or notice appears without the guest needing to refresh.

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Check-in review

After a guest successfully checks in, they may be prompted to leave a quick review of their experience. The review includes:

• Experience rating — A 1-to-5 star rating for the overall check-in experience
• Cleanliness rating — A 1-to-5 star rating for property cleanliness
• Comments — An optional text field for additional feedback

Reviews help property managers monitor guest satisfaction and identify areas for improvement.

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Mobile experience

The guest portal is fully responsive and optimized for mobile devices. Key mobile considerations:

• All pages are constrained to a maximum width of 800px for readability
• Content scrolls smoothly with no horizontal overflow
• Quick-action buttons and shortcuts are touch-friendly
• The portal works on all modern mobile browsers

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Related articles

• Setting Up the Guest Portal — Configure brands, templates, and portal content
• Sharing the Guest Portal — Share portal links with your guests
• Check-Out Instructions — How guests access check-out details
• Guest Verification — Configure and manage verification steps