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Last Updated: June 25, 2026
Link to Feature: https://app.fireflyreservations.com/Settings#guestportal (or click here)
Quick Links:
- Accessing the Guest Portal as a Firefly User
- Accessing the Guest Portal as a Guest
Send the Guest Portal Link in an Email
- Reservation Details
- Reservation Policies
- Payment Method
- Payment History
- Make a Payment
- Attachments
- Contact Us
Sample Email to Share with Guests about the Guest Portal
Guest Portal Overview
Many common issues guests have can be taken care of through the guest portal. Why should the guest have to make a trip to the office or make a phone call during office hours in order to update their credit card on file? What if they work long hours and they forget about their expiring credit card leading to failed payments? The solution is the guest portal.
Available 24/7, guests can view and manage their reservation from the comfort of their couch. They can view their reservation details, view and sign policies, update payment methods, review past payments, make payments, upload attachments, and request reservation changes.
NOTE: A reservation's guest portal never expires. Guests retain access as long as they have a reservation's lookup code and the reservation's last name does not change.
Guest Portal Settings
The Guest Portal offers a few options for customization. You can restrict payments from being made on the guest portal, share a guest's total for all payments to the reservation, and not allow until a specified number of days before arrival. You can also display a custom message to share a welcome, information, or special instructions.
To customize the guest portal experience, go to Settings > Property > Guest Portal tab.
A screenshot of set up options for your guests' Guest Portal experience.
Custom Guest Portal Message
Just like you are able to leave Reservation Portal Instructions for guests booking on your reservation portal, you are also able to leave a special message to guests using their guest portal.
The Custom Guest Portal Message displays on the guest portal's Reservation Details page, where guests start each time they log in to their guest portal.
You create and manage your message in Property Settings. Go to Settings > Property > Guest Portal tab > Custom Guest Portal Message
Access the Guest Portal
The guest portal can be opened several different ways. You can access a guest's portal as well, which allows you to see exactly what the guest sees.
Accessing the Guest Portal as a Firefly User
There are two ways to access the guest portal using the front desk.
From a reservation's details page:
This takes you to the login page pre-filled for this specific reservation's guest portal.
- Click the Options dropdown in the top right of the reservation.
- Select Guest Portal to open a pre-filled guest portal reservation search page.
- Click Search on the new tab that has opened.
TIP: A reservation lookup code can be found on the reservation's details page in the top header.
Reservation Lookup Code
From the Firefly main menu:
The main menu provides access to the general guest portal login page.
2. You will be taken to the guest portal login page. Here you will enter a reservation lookup code and the guest's last name to enter a reservation's guest portal.
Accessing the Guest Portal as a Guest
Guests will need access to the guest portal login page in order to access their guest portal. Firefly default settings includes a Guest Portal Link in the New Reservation email template, unless it has been edited or changed. You can also include this link in any customized or custom created email template with the Guest Portal Link placeholder.
TIP: Parks can add the Guest Portal Link directly to their website giving guests another opportunity to find the guest portal login page without your clerks having to re-send the link manually via email.
Once a guest has the link, they can enter in their last name and reservation lookup code to sign into their reservation's guest portal.
Send the Guest Portal Link to Guests in Firefly
A link to the guest portal can be included on any email sent to the guest. In email templates or in custom emails, you can click the Guest Portal Link and Lookup Code buttons to enter the placeholder into the email template, as seen below.
Entering guest portal information in email templates
This allows guests to always have quick access to the guest portal. They will need to know their lookup code so it is important to include that in the email as well.
Navigate the Guest Portal
Guests have a menu of tabs to make navigating their guest portal as easy as possible. Check out the information on each tab in the sections below.
Reservation Details
The reservation details page of the guest portal shows the guest the information we have on file about them, such as their name, address, phone, and email. Reservation details such as their assigned unit and arrival/departure dates. Links are available for the guest to request a new unit, change reservation dates, cancel the reservation, and view rate details .
guest portal's Reservation Details tabIMPORTANT: Requests submitted through the guest portal are informational only. The system will not automatically change stay dates, move units, remove units from a multi-unit reservation, or cancel a reservation based on a guest portal request.
The request links pictured above, on a guest portal's Reservation Details tab, open a message on the guest portal's Contact Us tab. The subject line is pre-filled for the request. The guest then writes and sends the message to submit their request.
For more information on guest portal communications, see: Contact Us below.
Reservation Policies
Guests will have the option to read and sign their policies. If all have been accounted for and signed, a message stating “All policies for this reservation have been signed.” will be displayed. Once signed, guests will also be given the option to view the policies at their own convenience.
View or sign reservation policies
Payment Method
If your guest's credit card on file has expired, they got a new card, or they just want to change their payment method, they can do so from the guest portal 24/7 without the need to make a trip to the office or call during office hours. Credit cards and bank accounts are both accepted payment methods.
Update payment methodPayment History
Guests can view all charges and payments for their reservation, including point of sale transactions. All payments will be shown for each charge, and the charge will display if it is paid, unpaid, or partially paid. Each payment listed will show the amount, the day it was paid, and the payment method used.
Make a Payment
All unpaid charges will be available to be paid on the guest portal. Charges will be listed with the due date, and can be paid with the payment method on file. The charge can be paid in full, or the guest can enter a custom amount to pay a portion of the charge. If multiple charges are listed, the guest can pay them all at once in full.
Attachments
The Attachments tab allows guests to share images or documents with the park. Once attachments are uploaded, they remain visible to the guest on their guest portal and visible to the park on the Attachments tab of the reservation's details page.
Guests can return to the Attachments tab any time to view the files they have uploaded. Once a file is uploaded, guests cannot rename or delete it. To view a file, the guest clicks the circle with 3 dots and selects View.
The Attachments tab of a reservation's details page shows property staff all uploaded files. Staff may view, rename, and delete reservation attachments by clicking the circle with 3 dots next to the file's upload date.
Contact Us
The Contact Us tab provides the guest an easy way to ask a question, send a message, or request changes to their reservation.
Contact Us tab on Guest PortalMessages from a guest portal send an email to the email address in your Property Settings. To view or change this address, go to Firefly's main menu > Settings > Property > General tab.
Messages submitted by a guest through their guest portal are delivered to your property's email inbox as standard emails. The sender address is the guest’s first and last name with Firefly’s domain, in this format: firstname.lastname@mg.fireflyreservations.com.
The email's subject line always begins with "Message received from guest portal:" followed by the automated or guest created subject. When you open the email, you will see the guest name, reservation lookup code, unit name, a hyperlink to the reservation, and the guest's message.
An example of a guest portal message as received in your email inbox.
From the email, click the "Go to reservation" hyperlink to be taken to the reservation's details page. This allows you to make any desired changes then reply by email on the Guest tab or by SMS on the Notifications tab.
The reservation's History tab includes a log entry for the guest portal message's subject line.
NOTE: If you do not find guest portal messages in your inbox, check your spam or junk folder. You may also find it helpful to add the following domain to your Safe Sender's list to receive all emails from Firefly: mg.fireflyreservations.com
Disable the Guest Portal
While there is currently no way to fully disable the guest portal, check out the setup options above for information on prohibiting payments entirely or restricting payments until a specified number of days before arrival.
You may also dissuade guests from using the guest portal with the following actions:
- Remove placeholders for the Guest Portal Link from all email templates.
- Use the Custom Guest Portal Message feature to add a note to the top of the Guest Portal, informing guests your park does not use it. If needing to redirect communications, you may share the desired process to update the reservation and to contact the park.
Sample Email ✉
Subject: Access Your Reservation Details Through Our Guest Portal
Dear [Guest's First Name],
We’re excited to let you know about our easy-to-use Guest Portal, designed to make managing your reservation a breeze! Logging into the portal you can:
- View all your reservation details
- Contact us directly or request changes to your booking
- Access and review any signed policies or agreements
- Upload necessary files
- Make payments or update your payment information
How to Access the Guest Portal:
- Click on this link: [Insert Guest Portal Link]
- Enter your Reservation Code and Last Name
- Click "Search"
Once inside the portal, everything you need will be at your fingertips, ensuring your stay with us is seamless and enjoyable.
Should you have any questions or need assistance, feel free to reach out!
We look forward to welcoming you soon!
Best regards,
[Your Campground Name]
[Contact Information]
[Website]