Guest Journey
Define pre-arrival, check-in, and post-stay guest experiences.
Use Guest Journey to configure the check-in form your guests see when they open the Guest Portal. A focused journey captures everything you need to prepare for arrival without slowing the guest down.
Overview
Guest Journey is the single place where you decide two things:
What information you collect from each guest during check-in.
Which optional steps (signatures, ID checks) are part of the flow.
Every change you make here applies to the check-in form guests encounter in the Guest App.
Guest Information
Collect only what you need. Common fields include:
Name
Contact information
Country
Decide what happens when there is a guest count mismatch:
Allow the guest to proceed
Warn the guest about the mismatch
Block the guest from proceeding untill every guest is accounted for
Trip Information
Collect only what you need. Common fields include:
Purpose of stay
Special requests
Estimated arrival and departure times
Billing details
Enable Billing details when you need invoice-ready information from the guest at check-in. When turned on, the guest is asked for:
Company name
VAT number
Billing address
Collecting these during pre-check-in means your invoicing is complete from the start, with no follow-up needed after arrival.
Optional steps
Enable these steps as part of the flow when your operation requires them:
ID verification — for properties that require identity checks. Two options are available:
Require guest to take a selfie to match the document
Allow guest to upload an existing photo instead of forcing them to use the camera
Rental agreement signature — for properties that require a signed agreement before arrival.
Add-ons & paid extras — when a stay includes paid extras, guests review them during pre-check-in, remove any eligible items, and continue straight to payment without leaving the journey.
Add-ons surfaced here are the same services configured per listing that appear in the Guest Portal. What's new is that guests can pay for them as part of pre-check-in.
If a guest doesn't finish paying: they're guided back to a clear outstanding-payment screen the next time they open the flow, where they can complete or cancel the payment.
Tips
💡 Academy Tip
Keep the journey as short as possible. Shorter flows usually get better completion rates — only ask for what you truly need at check-in. If a field isn't driving a decision, a task, or a legal requirement, leave it out.
Related
Branding — set up your branding for your guest journey..
Guest Portal — the guest-facing web app where your guest journey is displayed.
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