Every guest who books with you gets their own small portal for their stay. No account, no password, no app to install — just a personal link. This page explains what your guests see there, so you can answer their questions without guessing.
How guests get in
The link comes by email
After booking, the guest receives a personal link to their booking. Opening it is enough — there is nothing to sign up for and no password to remember. The link belongs to that one booking and to that one guest.
If the link doesn't work anymore
Links don't last forever, and guests sometimes lose the email or forward it to the wrong address. Two things can be suggested:
- On the expired-link screen there's a Request new link button. One click and a fresh link is sent to the email address on the booking.
- They can also go to the guest portal sign-in page, enter the email address they booked with, and receive a link by email. From there they see all their bookings with you.
Just enter the email address you booked with on the guest portal page — a fresh link arrives by email within a minute, and it's worth checking the spam folder. The link always goes to the email address on the booking, so a forwarded link can't be used by someone else.
How long access lasts
Portal access to a booking stays valid until 90 days after check-out. After that the link stops working — that's normal and not something that went wrong. If a former guest still needs their confirmation document afterwards, you can send it to them yourself from the booking in your dashboard.
What guests can do in the portal
See their booking
The portal opens on their stay: property name and photo, check-in and check-out dates with your check-in and check-out times, number of nights, number of guests, and the total price. If the payment has gone through, it's marked as paid.
There's also an arrival guide with whatever you've filled in for the property — arrival instructions, parking information, house rules, door or access code, Wi-Fi name and password, and your contact details for emergencies. The access code and Wi-Fi password can be copied with one tap.
The guide only shows the sections you've actually completed on the property. The more you fill in — access code, Wi-Fi, arrival instructions — the fewer arrival-day phone calls you'll get.
Message you
The portal has a chat tab where guests can write to you directly about their stay. Their messages land in your Messages inbox, where you reply as usual — your reply then appears in their portal. For the guest it's simply a conversation with you; they never need your private phone number.
Download the booking confirmation
Guests can download a PDF confirmation of their booking at any time. Useful when they need it for an expense claim, a visa application, or their employer.
Add the stay to their calendar
The portal offers a calendar file for the stay, which adds the check-in and check-out dates to their own calendar app — the same way an event invitation would.
Cancel their booking
If a booking is still upcoming and your cancellation policy allows it, guests can cancel it themselves in the portal.
They open the cancellation
The portal shows them the terms of the cancellation policy that applied when they booked, along with the refund amount they can expect.
They confirm
Optionally they add a reason. As a safety measure, cancelling requires the guest to be signed in with the email address on the booking — a forwarded link on its own is never enough to cancel someone's booking.
Everything else happens automatically
The booking is cancelled, the dates are released back into your calendar, and the refund your policy provides for is triggered. You and the guest both receive a cancellation email, and you get a notification in your dashboard.
Afterwards the guest can download a cancellation confirmation as a PDF, and the portal clearly shows the booking as cancelled.
The self-service cancellation only appears when the booking is still upcoming and the cancellation policy allows it. Once the deadline in the policy has passed, the button is gone — those cases come to you directly, and you can still cancel from the booking in your dashboard.
A few things guests often ask
- "Do I need to create an account?" — No. The link is enough; access is tied to the email address you booked with.
- "Can I see all my bookings in one place?" — Yes. Signing in on the guest portal page with the booking email shows all bookings with that host, upcoming and past.
- "Is my refund on the way?" — After a cancellation the refund is issued automatically where the policy provides for one. It typically takes 5-10 business days to appear on the card statement.
- "Where do I find the door code?" — In the portal under the arrival guide, provided you've entered it on the property.
Whatever a guest writes in the portal reaches you in the Messages inbox. Cancellations and refunds follow the cancellation policy set on the property.