Using the Guest Waitlist

Last Updated: May 13, 2026

Link to Feature: Click here, or navigate to: https://app.fireflyreservations.com/guestwaitlist 

 

Quick Links

Add a Guest to the Waitlist

Allow Waitlist Requests on the Reservation Portal

View and Search Waitlist Requests

Waitlist Emails

Book a Reservation From the Waitlist

 

Overview

Utilizing Firefly's Guest Waitlist feature helps you keep your occupancy maximized. It allows you to track of all the guests who would love to make a reservation but have been unable to due to unavailability. You are even able to collect all the necessary information your park requires to complete a reservation so the booking process is painless when the time comes. You can even add a guest to the waitlist manually from the front desk, or a guest can even join the waitlist themselves from the reservation portal after discovering you do not have any available units.

Best of all, the Waitlist allows you to replace guest frustration for their unavailable unit with hope. Improving guest sentiment when adding them to the waitlist and when you are able to fill a waitlist request after a cancellation.

 

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Add a Guest to the Waitlist

To access the Guest Waitlist page, click the Reservations dropdown on the main menu then select Waitlist. This will display all current waitlist guests which you can filter by name, dates, unit type, etc.

To add a new waitlist guest, click the Add new guest to waitlist button.

Add a new guest to the waitlist.

You will be taken to the Guest Waitlist Edit page. Complete the required reservation details then click Select Guest to a link an existing guest or add a new guest.

You may specify arrival and departure date ranges if the guest's stay dates are flexible.

Enter an expiration date to indicate when the guest would no longer wants a reservation offer should an availability open up.

Finally, indicate if the guest should receive a notification email.

Click Save to add the guest to the waitlist.

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Allow Waitlist Requests on the Reservation Portal

You may allow guests to join the waitlist from the reservation portal when a desired unit stay is unavailable.

1. Enable the option in your Property Settings on the Reservations tab.

2. Check the boxes for "Show occupied units with availability calender" and "Allow guests to join the Waitlist".

3. Click Save.

Once the waitlist has been enabled on the reservation portal, guests will see a 'Join Waitlist' link on occupied units.

They will see the Join Waitlist form, prefilled with the search parameters they entered when they searched for an available unit. They may choose to keep these settings or change them before saving their waitlist entry.

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View and Search Waitlist Requests

When you have a unit that become available, you will want to search your waitlist to notify a guest of the newly available unit. You can search by reservation type, date range, unit type, and even guest name if you have a particular guest you are searching for.

Use the search fields to find a guest on the waitlist that qualifies for a unit that became available

The date range field will find all guests on the waitlist whose entire arrival and departure ranges fall in the date range you are searching for. For ongoing reservations, just the arrival date range must fall in the date range you are searching for.

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Waitlist Emails

Firefly offers three email templates to help keep your staff and guests up to date on waitlist activity: New Waitlist Admin Notification, New Waitlist Notification, Waitlist Availability Notification. 

You may edit the contents of these email templates to customize the messages your guests and Admin users receive.

New Waitlist Admin Notification

Users with the Account Administrator permission enabled receive an email notification when a guest joins the waitlist from your reservation portal. The email notification is not sent when a guest is added to the waitlist on the front desk, by a staff user.

New Waitlist Notification

This confirmation message is sent to a guest when they are added to the waitlist. The email is sent for all new waitlist entries: when a guest joins the waitlist from the reservation portal and when a staff member adds the guest on the front desk.

Waitlist Availability Notification

When a previously unavailable unit becomes available, or a waitlist match is found, you may notify a waitlisted guest straight from the waitlist.  

1. Navigate to the waitlist: main menu > Reservations > Waitlist.

2. Select the Options dropdown on the right side of a waitlist entry.

3. Select "Send availability notification to guest".

   

4. The Email guest page opens with the Waitlist Availability Notification email template preloaded. You can make desired modifications then click "Send" to let your guest know a waitlist unit is available.

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Book a Reservation From the Waitlist

A waitlist entry's Options dropdown allows you book a reservation directly from the waitlist. In a handful of clicks you complete a booking without having to re-enter RV or guest information.

1. On the waitlist entry you would like to book, click the Options dropdown.
2. Select "Add Reservation".
   You will be taken to the New Reservation page with the stay dates and RV information prefilled, if it was included on the waitlist entry. You may make adjustments as needed.
3. Click "Search Availability".
4. Once a unit is selected, the unit will be added to the cart and the guest selection is automatically populated with the waitlist guest's profile.
5. Continue the reservation booking process. Click Create Reservation when finished.

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