Guest Portal: FAQ

Why	Get a short answer to a common question about the Guest Portal — and see right away where to read more.
Who	Administrators and front desk staff who issue links to guests and answer their questions.
What you’ll get	An answer to a common question about sign-in, portal contents, check-in, cancellations, security, or cost.
Limitations	The answers are short and step-free; full instructions are linked inside the answers.

These are the questions hotel teams ask most often about the Guest Portal: sign-in, contents, payment, check-in, security, cost. Each answer fits in two to four sentences, with a link to the detailed article where it helps.

What is a Guest Portal in a hotel?

It is the guest’s web account: a personal page of their booking that opens from a link in the email — no app and no password. The guest sees the whole booking with prices by day, orders hotel services, and their questions land in the hotel’s common message queue. It has nothing to do with guest Wi-Fi: the portal does not handle network sign-in — it is a page of one specific booking in the hotel’s system. For details, see the portal article: Guests & Guest Portal.

Does the guest need an app and a password?

No. The portal works in the phone’s browser: the guest opens a personal link and confirms the sign-in with a one-time 6-digit code from the email. The code works for 60 minutes with 5 attempts to enter it, and the session lasts up to 30 days. If the link is lost, reissue it from the booking card: old links and sessions stop working, and a new email goes to the guest on its own.

What does the guest see in the Guest Portal?

Their whole booking: rooms, guests, prices by day, ordered services, taxes, and the balance due. Below it is the hotel’s service catalog: some services are sold by quantity, while services with a schedule let the guest pick a specific slot — it shows how many places are left.

How is the Guest Portal different from the booking engine?

The moment of the booking’s life. The booking engine works before the booking: the guest picks a room and a rate and pays on your website. The Guest Portal comes after the booking: the same booking through the guest’s eyes — prices by day, services, documents, questions. The personal link from the booking doubles as the way into the portal.

Does the guest pay for the room in the portal?

No. The portal shows the balance due, but there are no payments in it — payment follows the rules set in the PMS: on the website or at the front desk. Ordered services immediately join the booking’s price and the booking card, so the amount in front of the guest is always up to date.

Can the guest check in online through the portal?

The portal covers pre-arrival preparation partially: the guest adds companions on their own — the system checks the room’s capacity — and uploads documents themselves. Passport fields are encrypted, and the hotel defines which fields exist and which are required. The guest fills in the registration card fields on their own — the answers appear on the guest profile (see Prepare guests for arrival).

Can the guest cancel the booking or change dates through the portal?

Submitting a request — yes: the guest picks new dates or a cancellation, and the request reaches the hotel. The decision stays with the hotel — approve or decline; the booking status does not change on its own. The feature is enabled per hotel on request and is off by default.

Is passport data safe in the portal?

Yes: passport fields are encrypted at the application level (AES-256), the data is stored in the EU, and staff access is role-based. The personal link contains no password and is stored in the database only as a hash. Reissue the link, and old links and sessions stop working immediately.

How much does the Guest Portal cost?

There is no separate fee for the module: it is included in the same subscription as the PMS, Booking Engine, and Channel Manager. The calculator on the pricing page will give you the exact amount for your property.