How to set up policies for your guests.
Overview
Firefly offers advanced policies with eSignatures for every reservation booked online and with staff. Multiple policies can be created and assigned individually to various reservation types, unit types, add-ons, or pets. Reservations booked online through the Reservation Portal require policy acceptance with an electronic signature during checkout. When a reservation is made by staff internally, also known as a front desk reservation, an email notification is sent to the guest stating they have policies to sign on their guest portal. The guest can follow the provided link to sign the required policies. Staff can confirm a policy's acceptance status and view eSignature documents on a reservation's Policies page.
How To Add A New Policy
To add a new policy, go to Settings > Policies. By default, you will have one “General Policy” that is editable from the three dots on the right-hand side. You will then be inside the specific policy’s page to fully customize it to your liking and standard. Like the Email Templates, this space allows for placeholders to be inserted within a text box that auto-populate from those custom fields.
policy optionsYou can then choose if this policy will only apply to a specific reservation type or unit type.
The checkbox for "policy must be accepted individually" will ensure guests acknowledge the policy in it's own crucial policy block before they sign acceptance.
If the box applicable to pets is checked, the policy will only show for guests who specify they have a pet when creating their reservation.
If this policy is only for a specific add-on, choose the add-on from the drop down. This ensures reservations with the associated add-on at the time of booking include the policy. For example, if you have policies for firewood and golf carts, you will make an individual policy for each add-on and use this dropdown to associate the add-on with its policy.
Lastly, this section includes the option to restrict a policy to certain unit classes. If you check the box to a specific unit class, the policy will apply only to the checked classes.
Note: To apply a policy to all units, leave all classes unchecked.
policy optionsThe Guest's View
When a guest makes an online reservation, they will be able to view the policies before inserting their payment information. All policies that apply to their reservation criteria will display on one page with a signature requirement.
Reservation Portal policies pageNotice the two individual policies labeled “Firewood Policy" and "Golf Cart Policy." Since these add-ons were included in the reservation, Firefly pulled in the required policies . Lastly, notice the individual “Acknowledgement Required” box under the “General Policy”. This box appears on each policy you enabled with the option to have a policy accepted individually.
Where Do The Policies Go?
Policies are saved and viewable on a reservation's Policies tab. This tab contains the overall status of the policies, a viewable PDF copy if all policies have been signed, and the ability (in some cases) to email guests a notification that they have unsigned policies.
policies tab on the reservationEach policy displays its acceptance status in a colored icon. The three emblems you may see are: a green check mark, a red X, or an orange exclamation point. The green check mark indicates that the policy is signed and ready. The red X means the policy needs to be signed. Lastly, the orange exclamation point indicates the policy has been changed or updated since the guest signed that policy. When a red X is shown, you will have the option to email the guest notifying them they have unsigned policies. The link in their email will bring them to the Guest Portal for their signature requirement.
Guest Portal Policies
The Reservation Policies section in the Guest Portal, is where guests go to sign or read their policies. If all policies are acknowledged and signed, the guest will see a message stating “All policies for this reservation have been signed.” There will also be a link to view the reservation's policies document. While viewing, they may download or print it if desired.
guest portal policies view
guest portal showing policies signed and savedEmail Template
The email template directing guests to the Guest Portal to complete their policies is fully customizable. This can be found in Settings > Email Templates > Reservation Policies. This email automatically sends to a guest when a reservation is booked internally by staff, from the front desk. The email is also resendable from the “Policies” tab within a reservation.
policies email templateEdit a Policy
If you would like to make a policy change and want to keep existing signed policy documents, we recommend creating a new policy instead of editing the current policy. When a policy is edited, all guests who acknowledged and signed the policy prior to editing will be required to acknowledge and sign the new terms.
Editing a policy will remove ALL previously signed policy documents.
PLEASE NOTE: Previously signed documents cannot be retrieved once removed.
🙋♀️ Still need help? Email: support@fireflyreservations.com and one of our technicians can help answer your questions.
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