The Hostaway Guest Portal is designed to be a dynamic tool that provides guests with the right information at the right time. To protect your property and ensure a smooth operational workflow, certain features and sensitive data are automatically enabled or restricted based on the reservation's stage.
This article explains what guests can see and do before, during, and after their stay.
1. Before Arrival (Pre-Check-in)
During this stage, the portal focuses on gathering information and preparing the guest for their stay.
- Reservation Overview: Guests can view their booking dates, property name, and payment summary.
- Action Items: This is when guests should complete their Online Check-in form and sign the Rental Agreement (if enabled).
- Payments: Guests can add or update their credit card and billing details.
- Security Logic: Sensitive information such as the exact door code or Wi-Fi password is hidden by default. You can configure these to be revealed only after the reservation is "Paid" or a certain number of days before check-in.
2. During the Stay
Once the check-in time arrives, the portal becomes the guest's digital guidebook.
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Full Access: All "Sensitive Information" becomes visible. This includes:
- Check-in Instructions: Detailed steps to enter the property.
- Access Codes: Door codes or lockbox combinations are displayed.
- Wi-Fi Details: Network name and password for immediate use.
- Financials: Guests can still view and download their invoices or receipts.
3. After Departure (Post-Checkout)
Security is our priority. Once the checkout time has passed, the portal automatically restricts physical and financial access.
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Automatic Information Hiding:
- Access Codes & Wi-Fi: These details are automatically hidden from the portal view. Our system ensures this data is removed at the API level so it cannot be retrieved after the stay.
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Financial Restrictions:
- No Credit Card Updates: The option to add or update credit card information is disabled once the checkout date passes.
- Historical View: Guests can still access the portal link to view their past reservation details, receipts, and invoices for tax or reimbursement purposes.
Frequently Asked Questions
Can I charge a guest through the portal after they check out? No. Since the credit card update feature is disabled after checkout, you should use a Payment Link or manually add the card details in the Hostaway Dashboard if you need to process a post-stay charge.
Why can't my guest see the door code yet? Check your "Guest Portal" settings for that listing. Access codes are usually hidden until the reservation is confirmed, fully paid, or the rental agreement is signed.
Does the portal link expire? No, the link remains active so guests can access their invoices, but the sensitive "stay" information will be hidden after checkout.