Why aren't guests receiving the OTP for the Guest Portal?
Some reasons the one-time password might not reach guests via SMS:
Incorrect phone number
Missing or incorrect country code when updating the phone number
Carrier or roaming issues where the carrier blocks this type of message
International phone numbers that may not support SMS delivery
Technical issues with the phone or network provider
When updating a guest's phone number, always include the country code with a + prefix. Without it, the SMS won't be delivered even if the number looks correct.
Airbnb reservations
If an Airbnb guest’s phone number has changed, ask them to update it on Airbnb. Then contact Hospitable Support to request a sync of the updated number.
While the sync is pending, the guest can share their email address in the conversation thread to receive a one-time password (OTP) by email as a temporary workaround.
Once Support confirms the sync is complete, ask the guest to request a new OTP via SMS.
Confirm the update: Receiving an OTP at the new phone number confirms the sync worked. If the guest still doesn’t receive it, reply in the Support thread so the team can recheck the sync.
Email OTP workaround
When a guest is not receiving the SMS message, ask them to share their personal email address in the guest-host reservation conversation in the Hospitable Inbox. Once the email address is attached to the reservation, the guest can reopen the existing Guest Portal link and select email OTP instead.
This is especially helpful for guests traveling internationally or in areas with limited mobile coverage.
Email detection usually happens within a minute of the guest replying with their address. If the option doesn't appear after a few minutes, ask the guest to refresh the Guest Portal link.
The email must be shared in the reservation conversation with the host. Sharing it in a conversation with Hospitable Support does not update the reservation.
There is no need to resend the rental agreement after the email has been captured.
If the guest still doesn't receive the OTP after switching to email, ask them to reopen the Guest Portal link and request a new code. The first attempt occasionally fails even after the email is captured.
Name Entry Guidelines
To access the portal, guests must enter their last name exactly as it appears on the reservation at the time of booking:
Enter the full last name, including both parts of a compound surname (e.g., "García López", not just "López").
Don't use first names, nicknames, suffixes (Jr., Sr., III), or shortened variations — these will fail identity matching.
If the guest can't get in after trying the name on the reservation, ask them to check the confirmation email from the channel — the exact name used there is what the portal expects.
The name shown in the Hospitable Inbox is the name pulled from the channel. If the guest booked under a different name than they usually go by, they must enter the booking name — not their preferred name.
Booking.com reservations
Note: Booking.com proxy email addresses, such as addresses ending in @guest.booking.com, can't be used for email OTP. Therefore, the general email workaround above does not apply before the guest completes the check-in form.
When the guest first accesses the Guest Portal, the check-in form asks them to provide their contact details. After the guest completes the form, Hospitable uses the contact information they entered for the additional verification required to complete protected actions, such as signing a rental agreement.
If the guest is still unable to receive an OTP after completing the check-in form, confirm that they entered a valid phone number or personal email address. If the problem continues, contact Hospitable Support.
How can hosts resend the guest portal link?
If you need to resend the Guest Portal link to a guest, follow these simple steps:
Go to the Inbox in your Hospitable account.
Open the conversation with the guest.
Click the copy icon next to "Guest Portal" — the link will be copied to your clipboard.
Share the copied link with the guest.
Airbnb reservations: External Guest Portal links may be blocked in older reservation threads. If the guest doesn't receive it, share the link through the thread of a Direct booking, the reservation's active conversation thread, or email it directly. Guests can also access the portal from the Hospitable booking confirmation email.
Why can't guests see their smart lock code or use the lock controls?
For properties with connected smart locks, guests can find their access code and lock controls in the Getting inside section of the Guest Portal.
The code is masked until your selected timeframe before check-in (this is separate from the code activation timing; it will not become active until your chosen buffer time or check-in time).
You can change the timing or disable this feature under Devices → Smart locks → Settings. If you don't see it in the guest portal, ensure the option is enabled.
Guests need to verify their identity via SMS or email to see the door code in the guest portal.
What guests can see and do depends on the reservation’s timing:
From view activation time until checkout: Guests can view their code, request a code reset, and use the Lock and Unlock controls. Multiple locks on one property are supported.
At checkout: The Getting inside section is removed. This follows the reservation’s checkout time, not any after-checkout buffer configured for the lock code.
The Guest Portal asks for verification
Guests must verify their identity using a verification code sent by SMS or email before revealing their access code or using the lock controls.
If the verification code does not arrive, follow the guidance under Why aren't guests receiving the OTP for the Guest Portal? above.
The lock controls are missing or do not work
The Lock, Unlock, and code-reset controls are only available from check-in until checkout. They are not available during the 24-hour code-preview period.
If the guest is within that window:
Confirm that the reservation’s check-in and checkout times are correct in Hospitable.
Confirm that the smart lock is connected and matched to the correct property.
Check that the lock has power and is online in the lock provider’s app. Remote lock and unlock actions require a working connection.
If the problem continues, contact Hospitable Support with the affected reservation and lock details.
For more information, see Smart Locks & Access Codes: How They Work.
Why are guests not able to view messages in the Guest Portal
If guests report that they cannot view previous messages in the Guest Portal, check the reservation type first.
For Direct and manual reservations, guests can:
View scheduled and automated Inbox messages
Review previous reservation conversations
Send messages directly from the Guest Portal
For OTA reservations, guests can still contact hosts from the Guest Portal using the existing OTA messaging flow, but message history from Hospitable Inbox messages is not currently displayed in the portal.
Viewing conversation history and scheduled Inbox messages in the Guest Portal is currently only available for Direct and manual reservations.
Messages sent through the Guest Portal continue to sync with the Hospitable Inbox conversation thread.
Guest Portal with the Contact host button visible on the reservation page.