Share the guest portal link

A Confirmed, Checked in or Checked out reservation has one guest portal link: the guest’s own page for the stay. Copy it from the reservation and send it to the guest in a message, an email or a chat of your own.

Before you start

• You need the Account owner, Manager or Property manager role to copy or replace the link. Service staff cannot.
• The reservation must be Confirmed, Checked in or Checked out, the guest’s data must not have been erased, and the stay must not have ended more than 14 days ago. Otherwise there is no link to copy.

Copy the link

1. Open the reservation and find its Check-in & access card on the same page; there are no tabs to switch. The link is the first row of that card, titled Guest portal link.
2. Select Copy guest portal link. The app copies the link to your clipboard, and the link appears in the row with a Copy button, which reads Copied once it has worked.
3. Paste the link into your message to the guest.

If your browser refuses the automatic copy, the row says Couldn't copy automatically. Press Copy. Select Copy to copy it yourself.

You can copy as often as you like. Every copy gives the same link. Copying never changes the link, so the link you already sent keeps working.

See whether the guest opened it

The line under the row title tells you. It reads No active link until someone first copies or sends the link, then Not opened yet until the guest opens it, then Opened by the guest the date and time, in the property’s time zone. The row is ticked once the guest has opened it. Anyone who can open the reservation sees this line.

Replace a link that leaked

Use Regenerate link only when the link reached someone it shouldn’t have. Copying never breaks the link; Regenerate link does.

1. Select Regenerate link under the row. The app asks Regenerate the guest portal link?.
2. Select Regenerate link, or Keep current link to leave everything as it is.
3. The new link appears in the row. Select Copy and send it to the guest.

The app warns you what this does: The link the guest already has stops working at once, and messages sent from now on carry the new one. Do this only if the link reached someone it shouldn't have. If you had already sent the old link to the guest, send them the new one.

If something goes wrong

When the reservation has no guest portal, copying or regenerating shows one of these messages:

• The guest portal opens once the booking is confirmed. Holds and cancelled bookings have none.
• This guest's data has been erased, so this booking has no guest portal.
• This stay ended more than 14 days ago, so its guest portal has closed. A link stays live until 14 days after the last night’s checkout, counted from the property’s check-out time.
• This booking has no guest portal right now.

If the app could not tell whether the guest opened the link, the row says Couldn't check whether the guest has opened it..

If the app shows Guest portal links aren't available yet. Contact support if this persists., guest portal links are not set up yet; contact support.

What happens next

When a Hold or Confirmed reservation arrives within 7 days and the guest has not completed online check-in, the top of the reservation, above the cards, shows Online check-in not completed. Select Open check-in to scroll to the Check-in & access card, which briefly lights up. A Hold reservation shows this prompt but has no link until it is confirmed: copying shows The guest portal opens once the booking is confirmed. Holds and cancelled bookings have none..

Your automated messages can carry the same link. The guest portal link is available to every automation, built-in or custom, and every send uses the same link, so a later message never breaks an earlier one. A message sent because the reservation was cancelled or was a no-show, or sent after the 14 days, still goes out with the link empty. Other messages for a cancelled or no-show reservation are not sent. The built-in Check-in form message links the guest’s stay page. A message you edited earlier keeps the link it had.