Our guest portal allows guests to manage payment methods, sign policies, request reservation changes, and communicate directly with your park.
Last Updated: September 13, 2024
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
Sending 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.
Accessing the Guest Portal
The guest portal can be opened several different ways. You can access the guest portal for your guests as well, this allows you to see exactly what they see.
Access Guest Portal as a Firefly User
From the reservation detail page:
- Click the Options menu in the top right of the reservation
- Select Guest Portal to open the guest portal reservation search page which will be pre filled.
- Click "Search" on the new tab that has opened
Accessing the Guest Portal via Reservations Tab
When the guest portal is opened, the reservation search page will be displayed. This allows the you or the guest to enter their reservation lookup code and their first and last name in order to find their reservation.
The reservation lookup code can be found on the reservation detail page in the top header.
Accessing the Guest Portal as a Guest
Guests will need access to the Guest Portal Link in order to access the reservation. The Firefly system default settings includes this link in the New Reservation email unless it has been edited or changed.
Tip: Parks can add the Guest Portal link directly to their website giving guests another opportunity to find the guest portal link 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 the reservation lookup code to sign into the guest portal.
Sending 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.
Navigating the Guest Portal
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 .
View Reservation DetailsReservation 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.
View payment historyMake 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.
Make a paymentReservation Attachments
Guests can upload an attachment from the Guest portal. Once uploaded guests can view their attached files but cannot rename or delete them.
Reservation attachments
Contact
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.
Contact Page
Disable Guest Portal
There is currently no way to disable the guest portal. However, if you want to dissuade guests from using the guest portal, we recommend the following:
- Remove the Guest Portal Links from all Emails and Email Templates.
- Add a note to the top of the Guest Portal that highlights your park does not use it, and redirect customers in the message to the proper way to update their reservation information and to contact you. You can do this under Property Settings --> Guest Portal (tab) and update the Custom Guest Portal Message
✉ 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! By 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]