The guest app (called the guest portal in your settings) is a web page made for each booking. The guest opens it from the last check-in page or from the email TIOO sends them. Nothing needs installing. It uses your website's logo and colours, and speaks the guest's language. This guide shows what is on it, so you can help a guest who is stuck.
You choose most of what it shows in Settings → Guest portal & online check-in; see Guest portal settings.
When the guest can open it
- More than 7 days before arrival: "Your guest portal isn't open yet", with the date it opens.
- From 7 days before arrival: the full guest app, but the door code and unlock button stay hidden until your check-in time.
- During the stay: everything.
- From check-out time on the day they leave (your check-out time, or a later one you gave them): a thank-you page (see the end of this guide).
The top of the page
The room comes first: the room number (or name) in large letters, then the guest's name and your property. If you have photos, the background shows your street view or room photo, with a button to see all photos.
The door card
This is the most important part. What it shows depends on how guests get into the room (set on each room).
With a smart lock (Starter plan or higher, TTLock connected):
- A button to open the door from the phone: Tap to Unlock Door, or Tap to Unlock Front Door and Tap to Unlock Your Room when the building and the room each have a lock. The button shows a spinner while it works, then "Unlocked" or what went wrong.
- The door code to type on the keypad, with Copy PIN.
- Send PIN to my phone, when the guest gave a phone number at check-in.
Before check-in time, the card shows a countdown ("unlocks at" your check-in time) instead of the button and code. The countdown uses the property's time and also shows the guest's own time if they are in another time zone. After the stay ends, the code stops working.
Without a smart lock: the card shows how to get in as you set it on the room: a lockbox or key safe code, key pickup, reception hours, meet and greet, or your own instructions. Codes appear from check-in time, the same as door codes.
With several rooms in one booking, one card lists every room, each with its own button and code.
The quick strip
Under the door card: check-in and check-out times (a late checkout you granted is shown), WiFi (tap to see the network and password, with copy buttons) and the booking reference.
The sections
Each part only appears when you have filled it in:
- Location: directions and Open in Maps.
- How To: your access instructions and instruction video.
- Photos: room and property photos, full screen, swipe to the next.
- Kitchen: kitchen instructions.
- Nearby: nearby places and the places in your local area guide.
- Parking: your parking instructions.
- Checkout: checkout instructions.
- Videos: your instruction videos.
- Rules: your house rules.
- FAQ: your questions and answers, with a search box.
On phones the main sections sit in a bar at the bottom, and the rest are under More.
Contact host opens a pop-up with Call Now and Chat on WhatsApp (when you set a WhatsApp number on the Host & Support tab).
Save it on the phone
Save this portal opens the phone's share menu, so the guest can keep the link or send it to someone travelling with them. Add to Home Screen puts it on the home screen like an app. On iPhone this only works in Safari, and the guest app explains how.
If the guest's ID was not accepted
If you rejected an ID photo, the guest app says "Your ID was not accepted" and lets them upload a new photo. While a photo is waiting for you, it says "Your ID is being reviewed".
After the stay
From check-out time on the day the guest leaves, the link shows a thank-you page with the stay dates and a way to contact you. It asks for an honest review: on the booking site the guest booked through (for example Booking.com), or, for direct bookings, on your own website when it is published and your plan includes reviews.
Note: The guest app shows a small "Powered by TIOO" link. On the Pro and Enterprise plans you can switch it off.
Related guides
- Guest portal settings — check-in steps, look, host card, WiFi, FAQs and videosWhat each tab of the guest portal settings does, and how to give one property its own settings.
- How door codes workWhen TIOO makes a guest's door code, when the guest can see it, which doors it opens and when it stops working.
- The check-in link, screen by screenWhat your guest sees from typing their booking reference to the last page that sends them to their guest app.
- A guest says their door code doesn't workA checklist to find out why a guest's door code won't open the door, most likely cause first.