Using the Guest Portal

Let guests take care of minor issues without your assistance

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.

Opening the Guest Portal

The guest portal can be opened several different ways. From the reservation detail page, you can open the Options menu and select Guest Portal to open the guest portal reservation search page which will be pre filled.


         Open the guest portal from the reservation detail page


Another way to open the guest portal is to just select Guest Portal from the main menu in the Property section.

When the guest portal is opened, the reservation search page will be displayed. This allows the guest to enter their reservation lookup code and their first and last name in order to find their reservation.

Guest portal reservation search

The reservation lookup code can be found on the reservation detail page in the top header.

Reservation Lookup Code

A link to the guest portal can be included on any email sent to the guest. In email templates, you can click the Guest Portal Link and Lookup Code buttons to enter the placeholder into the email template, as seen below.

CS-Firefly-KB-Settings-Email-Templates-Guest-PortalEntering 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.

Once Search is clicked and the reservation found, the guest portal will be opened.

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 .

Screenshot 2023-02-15 151802View Reservation Details

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.

policies-6-768x764View 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.

Screenshot 2023-02-15 153134Update payment method

Payment History

Guests can view all charges and payments for their reservation. 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.

Screenshot 2023-02-15 153450View payment history

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.

Screenshot 2023-02-15 153619Make a payment

Reservation Attachments

Guests can upload an attachment from the Guest portal. Once uploaded guests can view their attached files but cannot rename or delete them. 

Guest-Portal-AttachmentsReservation attachments


The contact page is provided as an easy way for the guest to send you a quick question or request changes to their reservation. This will send an email to the email address listed for your property in your property settings.

CS-Firefly-KB-Guest-Portal-Contact-1024x626Contact Page