The Guest Portal is where guests manage their booking after it has been accepted. It is used to complete required steps, review booking details, make payments, and prepare for check-in.
This article explains what the Guest Portal is, when it is used, what guests can do in it, and how it impacts your bookings.
What the Guest Portal Is
The Guest Portal is a secure, web-based page that guests access through a unique link. It serves as a centralized place for guests to:
Review booking details and status
Complete required tasks (such as verification or agreements)
Make or manage payments
Access check-in information and house rules
Contact the host
The content shown in the portal updates automatically based on your Direct booking settings and the reservation status.
Guest Portal interface displaying a reservation summary with sections for tasks, payments, and guest actions
When the Guest Portal Is Used
Before a booking is accepted (Pending)
Guests do not use the Guest Portal to complete the booking
There is no payment link available for:
Booking requests
Custom quotes
Payment (if required) happens during the booking flow itself, not in the portal
Sharing the Guest Portal link while a booking is still pending may confuse guests, as they will not see an option to complete payment for the booking.
After a booking is accepted
Once the booking is confirmed:
Guests receive access to the Guest Portal (typically via the confirmation email)
The portal becomes the main place to:
Complete tasks
Review booking details
Manage payments
Guests can return to the portal at any time using their original link.
How Guests Access the Guest Portal
Guests can access the portal in several ways:
From the “Manage my stay” button in the booking confirmation email
Through messages using the %guest_portal% shortcode (for accepted bookings only)
Via a direct link copied from the Inbox
Hospitable Inbox showing option to copy the guest portal link for a reservation
The %guest_portal% shortcode should only be used for accepted bookings.
What Guests Can Do in the Guest Portal
Complete registration tasks
Depending on your configuration, guests may be required to complete:
Guest details → Confirm contact and booking information
Guest verification → Identity checks (if enabled)
Rental agreements → Review and sign before confirmation or check-in
Payments → Pay in full or complete scheduled payments
Security deposit details → Provide a card if required
These appear as registration tasks in the portal.
Guest Portal showing a checklist of required tasks such as identity verification and rental agreement
The steps shown in the Guest Portal depend on your Direct settings, including verification, agreements, payment terms, and deposits.
View booking details
Guests can see:
Stay dates and property details
House rules
Property address (for Direct bookings after confirmation)
Cancellation policy
Manage payments
For Direct bookings:
Guests can:
View total payments and breakdown
See upcoming scheduled payments
Pay scheduled payments early or with a different card
Payment section in the Guest Portal showing total price breakdown and upcoming scheduled payments
The Guest Portal only shows payment options for scheduled payments after a booking is accepted. It does not support paying for pending booking requests or quotes.
Additional Actions Guests Can Take
Depending on setup, guests can also:
Purchase upsells
Contact the host (messages appear in the Inbox)
Cancel their booking (refund is calculated automatically)
Leave a review after checkout
How the Guest Portal Affects Booking Status
The Guest Portal directly impacts whether a booking progresses or is delayed.
A booking may remain pending or incomplete until required steps are completed
A booking may be automatically accepted only after required conditions are met
Some steps may be required before check-in, even after acceptance
If required actions are not completed:
Booking confirmation may be delayed
Automated messages or check-in instructions may not be sent
The reservation may remain incomplete
Required tasks must be completed for the booking to proceed or for check-in details to be shared.
Guest Communication Through the Portal
Guests can contact you directly from the Guest Portal:
Messages are sent to your Hospitable Inbox
You can respond as you would with any reservation
How the Guest Portal Connects to Other Features
The Guest Portal is where several Direct booking features are completed:
Guest verification → Completed as part of the booking flow (if enabled)
Rental agreements → Signed before confirmation or check-in
Payments and payment schedules → Completed during or after checkout
Security deposits → Payment details collected if required
Also see: Guest Verification for Direct Bookings
Also see: Rental Agreements for Direct Bookings
What Hosts Should Know
The Guest Portal is not part of the booking request flow
It is safe to share after booking confirmation, but not necessary before
Guests may expect to pay there, clarify that:
Initial booking payments happen during checkout
The portal is for post-confirmation actions
If a guest is asking where to pay for a pending booking or quote, direct them back to the original booking or payment link sent to their email not the Guest Portal.
Key Things to Know
The Guest Portal is used after a booking is accepted
It centralizes tasks like verification, agreements, payments, and deposits
It does not support completing pending bookings or initial payments
Guests access it via email, shortcode, or direct link
Incomplete tasks can delay booking confirmation or check-in readiness
All guest activity in the portal is reflected in the reservation in Hospitable