The guest portal is what your guests see on their phone: first the online check-in, then their guest app for the stay, with the door code, WiFi, directions and your contact details. These settings decide what is in it.

Owner or admin only.

Open the settings

  1. Open Settings in the menu.
  2. Press Guest portal & online check-in.

Across the top are eight tabs: Check-in, Appearance, Smart Lock, Content, Host & Support, WiFi, FAQs and Videos. Each tab has its own save button at the bottom. Save before you move to another tab.

Check-in

Choose the steps guests go through when they check in online. Steps you switch off are hidden completely. The list What guests go through at the top shows the result.

  • Your details (name, email and phone) is always asked; the guest app link is emailed to this address.
  • Estimated Arrival Time — ask guests what time they plan to arrive.
  • Vehicle & Parking — ask whether they come by car and their registration number. You can also Ask vehicle type.
  • ID Verification — ask guests for a photo of their ID (Growth and higher plans). Under Whose ID do you need? choose Main guest only, 2 or 3 people, or Every adult on the booking. Tick Guests must upload every ID before finishing check-in if the extra people's IDs can't wait for the front desk. Under Don't ask for ID on bookings from you can skip the step for booking sites that check identity themselves, and ID retention period (days) sets how long ID photos are kept after the stay. See Guest ID photos.
  • Room Upgrade Upsell and Additional Room Upsell — where available, offer a better or an extra room during check-in.
  • House Rules — always shown on the last step. Guests read your rules and tick a box to accept them. Use the standard list (made from your house rules) or Write my own rules. A copy of exactly what each guest agreed to is kept on their booking.

Press Save Check-in Settings. More about the steps: Online check-in.

Appearance

The colours of the guest portal. By default they come from your website (Auto-detecting from template).

  1. Pick a Primary Color and Accent Color if you want different ones.
  2. Choose how dark the Hero Overlay is (the tint over the photo at the top) and the Hero Text Color.
  3. Watch the phone preview on the page: it shows a sample guest with your unsaved colours.
  4. Press Save Appearance.

Reset to auto-detect goes back to your website's colours. If a colour is too light to read, the portal darkens it a little by itself.

Smart Lock

Only needed if you use smart locks.

  • Enable wakeup prefix for smart lock PINs — some keypads go to sleep and miss the first key presses. When this is on, guests type two extra digits first to wake the keypad, then their code.
  • Preferred PIN length — how long new door codes are.

Press Save Smart Lock Settings. More: How door codes work.

Content

The words guests read during their stay. Each box has a small toolbar, and a picture button to add a photo.

  • Directions — how to find you, plus a Street View Image of the front of the building.
  • Access Instructions — how to get in.
  • Kitchen Instructions — appliances and supplies.
  • Nearby Places — restaurants, shops, transport.
  • Checkout Instructions — what guests should do on the day they leave.

Press Save Content.

Host & Support

Who guests contact.

  1. Fill in Host Name and add a Host Photo if you like.
  2. Fill in Support Phone and WhatsApp Number in international format, for example +44 7700 900123.
  3. Press Save Host & Support.

With a phone or WhatsApp number, guests get a chat button in their guest app to call or message you. The Live Preview shows how it looks.

WiFi

  1. Fill in Network Name (SSID) and Password.
  2. Add Additional Notes if useful, for example where the router is.
  3. Press Save WiFi Settings.

Leave it empty if you don't want to show WiFi details.

FAQs

Questions guests often ask, with your answers.

  1. Type the question and answer and press Add FAQ.
  2. Drag the questions to change their order. Changes save by themselves.
  3. Press Hide to take a question off the guest app without deleting it, or Edit to change it.

Videos

  • Door clip — a short video floating above the unlock button or your instructions, showing guests how to get in. Upload your own (filmed on a phone is fine) or use TIOO's example clip, then switch on Show the clip to guests.
  • Other videos (YouTube or Vimeo) — longer how-to videos, for example the TV, the heating or the coffee machine. Paste the link, give it a Video title and press Add this video. Guests find them in the "Your stay" part of their guest app.

One property with its own settings

If you have more than one property, a box at the top of each tab says which settings you are looking at:

  • Organisation defaults — used by every property without its own settings.
  • To give one property its own settings, pick it in the property picker at the top, then press Customise for …. TIOO copies the shared settings so you can change them for that property only.
  • Reset to defaults removes that property's own settings, so it uses the shared ones again.

Good to know

  • What you type is shown to guests as you typed it. The standard wording TIOO provides is translated into the guest's language.
  • To see the whole thing from the guest's side, see The guest app, screen by screen.

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