Configure your Guest Portal

Created by Alex Savchuk, Modified on Thu, Feb 20 at 7:37 AM by Alex Savchuk

The Guest Portal allows your guests to complete check-in and check-out from their own devices, helping them save time. You can also set up Guest Portal in Kiosk mode on a tablet device at the front-desk to allow self check-in.

Guest Portal is an additional feature that can be added to your innRoad account. Please reach out to our support team to find out more.

This guide will cover:

Configuring the Guest Portal

As a best practice, we recommend enabling the following settings:

Set the default check-in time
Configure email notifications for successful Pre Check-ins
Add or remove Products to the Guest Portal

Configuring the Guest Portal

Setting up Contactless Check-in

Set the default check-in time

The default check-in time is based on your Property settings.

To update your check-in time:

Log in to innRoad
Go to Setup
Open Properties
Open the Property that you'd like to change the check-in time for
Click Options
Change the Check-in Time field:
Click Save and Publish at the bottom.

The default check-in time will update on the Guest Portal.

Customize the Guest Portal

Guest Portal setup is part of your Booking Engine setup.

To open Guest Portal settings:

Log in to innRoad
Go to Setup
Click Booking Engines
Click Configure on a Booking Engine you'd like to edit
Go to Guest Portal

Configure email notifications for successful Pre Check-ins

You can set up an email notification to get notifications when guests complete Pre Check-in.

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portla
Scroll down to the Check-in Complete section
Click the Check-In Notification toggle to enable alerts
Enter the email address that will receive notifications
Click Save at the bottom of the Check-in section.

How to Set Pre Check-In Price and Availability

Guests can complete Pre Check-In in two different ways:

Using a link via Online Check-in
Using Kiosk Mode

Settings below apply to both modes of Pre Check-In.

How to enable Early Check-in:

Early Check-In is an upsell opportunity and allows guests to pay extra to enter their room earlier than the usual check-in time.

If you use the RemoteLock Integration, Guest's PIN code will automatically activate earlier if they purchase Early Check-In.

Steps to enable Early Check-in:

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Click the Upsell Early Check-in toggle to enable this as an upsell:
Click Save at the bottom of the Check-in section.

Change Early Check-in Price

The price is a one-time fee that is applied to the reservation purchasing Early Check-in.

To change the price:

Go to Guest Portal Settings
- Setup > Booking Engines > Configure > Guest Portal
Find Early Check-in Price and change the value.
Click Save at the bottom of the Check-in Section

Change Early Check-in Availability

Early Check-In Time is the earliest time slot for Early Check-in. The system will create time slots for guests automatically, starting from this time, and will continue in increments of 30 minutes until the default check-in time.

For example:

Default Check-in time: 1:00 PM
Early Check-in Time: 11:00 AM
Available Early Check-in time slots:
- 11:00 AM
- 11:30 AM
- 12:00 PM
- 12:30 PM

To change Early Check-in Time:

Go to Guest Portal Settings
- Setup > Booking Engines > Configure > Guest Portal
Find Early Check-in Time and change the time:.
Click Save at the bottom of the check-in section.

Disable Early Check-In Upsell

To disable Early Check-in as an upsell:

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Click the Early Check-in toggle to disable this upsell:
Click Save at the bottom of the Check-in Section

Customize confirmation page text on check-in completion

Display custom text to guests when they complete check-in, based on the current room status.

Show a custom message based on room status

Guests will a customized confirmation page, based on the current status of their room when they complete Pre check-in. This is useful if you send out the Pre Check-in link just before arrival, or guests complete self check-in using Kiosk mode.

To enable custom confirmation page messages:

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Scroll down to the Check-in Complete section.
Click the Use Room Condition to Confirm Check-In toggle to enable custom messages.
Enter a custom message that guests will ee when completing check-in.
- Guests see the Room Ready message if the Room Status is Clean.
- Guests see Room Not Ready message in all other cases.
Click Save at the bottom of the Check-in section to save changes.

Limit Reservation types that can use Pre Check-In

By default, some reservation types can't use the Pre Check-in process.

Reservations types that can't use Pre Check-In:

Multi-room bookings
Group Block reservations.
Corporate Account reservations

You can enable those reservation types to use Pre Check-In as well:

Enable or Disable Group & Corporate Account reservations for Pre Check-In

Activating this setting allows reservations associated to Corporate Account or Group Blocks to complete Pre Check-In as well.

Charges are routed to the correct folio based on the Account Folio settings:

Auto: All charges
- All reservation charges move to the Account Folio, including incidentals.
Auto: Room Charges
- All room charges move to the Account Folio, excluding incidentals.
Optional: All charges
- Guests can choose to move all charges to the Account folio, including incidentals.
Optional: Room charges
- Guests can choose to move room charges to the Account folio, excluding incidentals.

If Pay by Account is disabled, or Move to Account is set to Nothing, all charges will stay in the reservation folio by default.

To enable Pre Check-In for Corporate Account and Group Block reservations:

Go to Guest Portal settings:
- Setup > Booking Engines > Configure > Guest Portal
Find the Reservation Types section
Click the Group and Corporate Reservations toggle.
Click Save at the bottom of the Check-In section.

Enable or Disable Multi-Room Reservations

Activating this setting allows multi-room reservations to complete the Pre Check-in Process.

Choose to collect details for:

Only the Primary Guest (the person who booked the reservation).
- Disable Multi-Guest Check-in
All guests in a multi-room reservation
- Enable Mutli-Guest Check-in, and customize the required details:

Customize Payment Options

Enable Cash Check-in (Pay at Frontdesk)

By default, only card payments are allowed during Pre Check-In.

If the reservation already has a card on file, the guest can complete payment on the Guest Portal using the stored card details.

If the reservation doesn't have card details on file, the guest will need to provide them.

You can allow guests to complete payment for their reservation at check-in by enabling the Cash Check-In option.

Your Check-in Policy will define the deposit amount required during the Pre Check-in process.

You can learn more about Check-in Policies here.

Customize the information collected during Pre Check-in

You can choose to collect guest information during the Pre Check-in process., including:

Set up ID verification as a required field
Select Custom Fields displayed on Guest Portal and set them up as required in Field Configuration
Set up documents that guests are required to sign.

Require ID Documents during Pre Check-in

Guests will be required to submit a photo or an image of their ID document before completing Pre Check-in.

Steps to set ID Verification as a required field:

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Scroll down to the Guest Information seciton
Click the Collect ID Document toggle:
Click Save at the bottom of the Check-in section.

Add Custom Fields to Pre Check-In and set them as Required

You can create custom fields to include in your innRoad system, the Booking Engine, and your Guest Portal.

Learn more about custom fields in innRoad here.

To add a custom field to the Guest Portal:

Log in to innRoad
Go to Setup
Click Field Configuration
You can see a list of pre-defined fields in the Guest Profile and Reservations tabs::
- Click Display in the Guest Portal section to show the field on the Guest Portal
- Click Require in the Guest Portal section to make the field required on the guest portal.
After making any change, click Save Changes
If you don't see the a field for the information type you'd like to collect, click Custom Fields.
Click Create New Label
- Set up the following fields
  - Label Name
  - Label Type
    - Dropdown
    - Free Text input
  - Type
    - Guest Profile fields will be saved to the Guest Profile to apply for future stays.
    - Reservation fields will only store this field's information on the reservation.
  - Click Display and Required fields on innCenter, Booking Engine and Guest Portal if necessary.
- Click Save once you are done with changes.

Check out the Field Configuration article for more detailed information about Custom Fields in innRoad.

Collecting Signatures via Guest Portal

By default, Guests are required to sign the Guest Registration form. This document is stored in the reservation's Documents tab for reference.

You can collect digital signatures on the Guest Portal for other Document Templates as well.

Make sure the Document Template you want guests to sign includes a <<Signature>> field, or the document template will not show up as an option in the Additional Documents to sign dropdown.

To add a Document Template with a Signature field to Guest Portal:

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Click the Additional Signed Documents dropdown
Select Document Templates that guests are required to sign
Click Save at the bottom of the Check-in section to save changes.

Set up Contactless Check-out

Set the default check-out time

You can define the default check-out time in your Property settings.

To update your check-out time:

Log in to innRoad
Go to Setup
Open Properties
Open the Property that you'd like to change the check-in time for
Click Options
Change the Check-out Time field:
Click Publish at the bottom.

The default check-out time will update on the Guest Portal.

Show custom text when guests complete Contactless Check-out

You can also show custom text when guests complete Pre Check-out.

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Scroll down to the Check-out section
Enter custom text in the "Pre-Checkout Successful Text" field
Click Save at the bottom of the Check-out section.

Customize Late Check-out.

You can upsell Late Check-out on the Guest Portal as well. Guests can purchase a Late Check-out to stay longer on the last day of their stay at your property.

Enable or Disable Late Check-out

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Scroll down to the Check-out section
Click the Upsell Late Check-out Toggle to Enable or Disable this optoin:
Click Save at the bottom of the Check-out section to save changes.

Set Late Check-out Time

Set a time that will be an extended check-out time. Guests

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Scroll down to the Check-out section
Click the Late Check-out Time dropdown to set an extended Check-out time for guests:
Select the hour and time, then click OK.
Click Save at the bottom of the Check-out section.

Set Late Check-out Price

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Scroll down to the Check-out section
Enter a price in the Late Check-out Price field.
Click Save at the bottom of the Check-out section.

Set Late Check-out Limits

You can set up a maximum number of Late Check-outs per day. This can help you manage your staff and rooms more efficiently.

There are 3 types of Late Check-out limits:

Unlimited: No limit on the number of Late Check-out that can be purchased in a single day.
Total: Total limit on the number of Late Check-out, regardless of Room Class.
By Room Class: Set a custom limit of Late Check-outs for specific Room Classes that can be purchased daily.

How to set the Total Limit:

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Scroll down to the Check-out section
Select the Total limit type in Late Check-out Limits section.
Set the number of Late Check-outs that can be sold in a single day:
Click Save at the bottom of the Check-out section.

How to set a limit per Room Class:

Go to Guest Portal settings
- Setup > Booking Engines > Configure > Guest Portal
Scroll down to the Check-out section
Select the By Room Class limit type in Late Check-out Limits section:
Enter a Limit, then Select a Room Class.
Click Add new ➕ to set a Limit for a different Room Class
Click Save at the bottom of the Check-out section.

Configure Guest Portal Upsell

Products you create in your innRoad account can be displayed on the Guest Portal.

Guests can add Products to their stay during Pre Check-in to enhance their experience. Purchased items will appear in the reservation folio automatically.

How to add Products to the Guest Portal

Check out the detailed Products overview here.

To add Products/Add-ons to your Guest Portal:

Log in to innRoad
Click Inventory in the top Navigation Bar
Go to Products & Bundles

Click the pencil ✏️ icon to edit a product.
Check the Guest Portal checkbox, then click Update Product.

How to remove Products from the Guest Portal

To remove a product from the Guest Portal:

Log in to innRoad
Click Inventory in the top Navigation Bar
Go to Products & Bundles

Click the pencil ✏️ icon to edit a product.
Check the Guest Portal checkbox, then click Update Product.