> For the complete documentation index, see [llms.txt](https://docs.guestway.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.guestway.io/settings/organization-settings/guest-journey.md). # Guest Journey Use **Guest Journey** to build the check-in form your guests complete in the **Guest Portal**. A focused journey captures everything you need before arrival — guest details, ID checks, damage protection, and signed agreements — without slowing the guest down. ## Overview A guest journey controls two things: * **What information** you collect from each guest during pre-check-in. * **Which optional steps** (ID verification, protection, rental agreement) are part of the flow. Every change applies to the pre-check-in form guests see in the Guest Portal. *The Guest Journey editor: pick a step on the left, configure it on the right.* You can run more than one journey at a time: * **Build multiple journeys** and apply them to different properties. * **Duplicate** a journey to test changes on a single property before rolling them out. * Set a **Default** journey for any property without a specific one. * Use **Preview** to open the live guest flow exactly as guests will see it. * Set the **Guest-facing currency** and an optional **Redirect URL** for when pre-check-in is complete. {% hint style="info" %} **Channel configuration is per step.** On any step you can choose **All** channels, **Include only** selected channels, or **Exclude** selected channels (for example, exclude Airbnb from the Protection step). The step is then shown or hidden based on each reservation's booking channel. {% endhint %} ## Guest Information
Collect only what you need. Common fields include: * Name * Contact information * Country Decide what happens when the guest count doesn't match the booking: * Allow the guest to proceed * Warn the guest about the mismatch * Block the guest until every guest is accounted for ## Trip Details
Collect trip-related details. Common fields include: * Purpose of stay (trip type) * Special requests * Estimated arrival and departure times ### Billing details Billing fields live inside Trip Details. Set the requirement for each, and they appear in the Guest Portal **only when the guest selects a Business trip type**: * **Company name** * **VAT number** * **Billing address** Collecting these during pre-check-in means your invoicing is complete from the start, with no follow-up after arrival. ## ID verification
For properties that require an identity check. Two capture settings are available: * **Selfie required** (Premium) — match a selfie against the document photo for extra security. * **Allow gallery images** — let guests select an existing photo from their device instead of using the camera. *ID verification capture settings. ID verification is not required for damage waivers.* ID verification is billed per completed verification and charged automatically each month: | Option | Cost per verification | | -------------------------------------------------- | --------------------- | | ID verification | €0.49 | | ID verification with **Selfie required** (Premium) | €0.99 | ## Protection The **Protection** step lets each guest choose how they cover accidental damage during their stay: buy a **Damage Waiver** or leave a **Security Deposit**. Instead of risking a large refundable deposit, a guest can pay a small fee that waives accidental damage — and you earn on every waiver sold while staying protected. {% embed url="" %} ### How protection works * A **Damage Waiver** is a small fee a guest pays so accidental damage is waived — no large deposit hold on their card. The classic case: a family worried a child might mark a wall would rather pay €40 for a 4-night stay than risk a €1,000 deposit. * Behind the scenes, **Truvi** (the insurance partner) runs an automatic background check on the guest using the name and details captured in the check-in form. It usually resolves in moments and approves the vast majority of guests. * The guest pays directly into **your Stripe account**. At the end of the month, GuestWay charges you the insurance premium — you don't handle anything else. There's no extra charge for the background check on approved guests, because you're already paying Truvi for the insurance. Truvi only charges a small administration fee (about €0.25) when a guest is **rejected**. {% hint style="info" %} Insurance premiums are priced in **euros**. If your guest-facing currency is different, the profit figures in the editor are approximate. {% endhint %} ### Before you begin: readiness checklist When you open the Protection step, expand the **readiness alert** at the top. It flags anything still missing before damage waivers can go live, with **Fix** and **Re-check** buttons for each item. | Check | Requirement | How to fix | | ------------------- | ------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------- | | **Billing account** | A connected, usable Stripe account set as the organization default | **Settings → Billing**. If you have no Stripe account yet, you'll be guided through setup — allow time, as Stripe must approve you first. | | **Listings** | Every subscribed listing needs a complete address (street, city, **zip code**, country) and a **pet policy** | Click **Fix** on a listing, or use **Set pet policy** to bulk-apply a policy to all listings missing one. | | **Branding** | Your default branding needs a **company name** and **contact email** | Open **Branding** settings and complete both fields. | {% stepper %} {% step %} ### Step 1 — Turn on Protection 1. In the Guest Journey editor, select the **Protection** step. 2. Enable the step. The Damage Waiver and Security Deposit cards appear below. 3. Clear any items in the readiness checklist above before continuing. {% endstep %} {% step %} ### Step 2 — Set up the Damage Waiver 1. Tick the **Damage Waiver** card to enable it. 2. Turn on **Charge to guest** to show the waiver as an option in the pre-check-in flow. 3. Choose a **Pricing type** and enter the **Amount**: | Pricing type | The guest is charged | | ------------------------ | ----------------------------------- | | **Flat fee** | one fixed amount for the whole stay | | **Per night** | amount × nights | | **Per adult** | amount × adults | | **Per adult per night** | amount × adults × nights | | **Per person** | amount × all guests | | **Per person per night** | amount × all guests × nights | 4. Edit the **Guest-facing description** (a starter template is pre-filled). This is the message guests read when choosing the waiver. {% hint style="success" %} **💡 Academy Tip:** State in the description that the guest is **covered up to €1,000**. On the rare flagged booking, coverage is reduced — describing the lower figure keeps your promise accurate without inviting careless damage. {% endhint %} #### Choose a Damage Waiver type Under **Damage waiver type**, pick how you're insured. The editor shows the live per-night insurance price and your resulting profit for each option. | Type | What it covers | Your cost | | ---------------------- | -------------------------------------------------------------- | -------------------------------------------------------- | | **Per Night** | Full coverage from €0 to €50,000 per night | Higher per-night premium | | **Per Night (Excess)** | €500 excess, up to €50,000 — damage under €500 isn't claimable | Lower per-night premium (most popular) | | **Self Insured** | No third-party insurance — you cover any damage yourself | A platform service fee only (a % of the fee you collect) | Most managers pick **Per Night (Excess)** so they replace small items (a plate, a few forks) themselves rather than filing tiny claims, and earn more per night. **Self Insured** suits large portfolios willing to carry the risk in exchange for higher margin. The **cost breakdown** under the options shows the fee charged to the guest, the **Insurance premium** deducted, and your final **Property manager profit**. Example from the video: charge **€10/night**, keep about **€5/night** in profit after the premium. #### Always protect {% hint style="warning" %} **Always protect insures every reservation in this journey — even when a guest skips the waiver or chooses a deposit.** That means you (the property manager) pay the premium on every booking, so GuestWay bills you accordingly. You must confirm an **"I understand"** dialog to enable it, and **Self Insured** is not available while it's on. {% endhint %} Two common ways to use **Always protect**: * **Guaranteed coverage** — every booking is insured automatically. Useful during busy periods or in higher-risk buildings. * **Always charge the guest** — pair Always protect with a damage-waiver fee that's added to every booking, just like a cleaning fee. The guest pays it on every reservation, so you stay protected **and make money on every single stay**. Test it safely by duplicating a journey onto a single property first. > If the Damage Waiver is enabled but neither **Charge to guest** nor **Always protect** is on, the waiver is **inactive** — guests won't see it and nothing is covered. > {% endstep %} {% step %} ### Step 3 — Set up the Security Deposit The security deposit is the alternative guests can choose instead of a waiver. 1. Tick the **Security Deposit** card to enable it. 2. Optionally turn on **Inherit from property** to use each property's configured deposit (use **View property deposits** to review them). When a property has none set, the amount below applies. 3. Choose a **Pricing type** (a flat fee is most common for deposits) and enter the **Amount**. 4. Edit the **Guest-facing description** (a starter template is pre-filled). 5. Choose a **Charge method**: | Charge method | How it works | Notes | | ------------------- | ---------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Charge & refund** | The card is charged now and refunded after checkout | A Stripe processing fee (\~2%) applies. Refund is **Auto-refund** (0–7 days after check-out) or **Manual refund**. | | **Hold only** | The card is saved and a hold is authorized at the chosen time, then captured or released later | No Stripe charge fee. Release is **Auto-release** (0–30 days after check-out) or **Manual release**. Optionally **extend the hold if Stripe's window is shorter**. | {% hint style="info" %} **Hold only** avoids the Stripe processing fee and is the most popular choice for deposits. {% endhint %} {% hint style="info" %} If the guest already has a usable card on file for the reservation, they may not need to re-enter it before the hold is placed. {% endhint %} {% endstep %} {% step %} ### Step 4 — Allow skip and limit by channel * **Allow skip** — when off (**No skip**), guests must choose a protection option before continuing in the Guest Portal. When on (**Skippable**), they can move past the step. * **Channel configuration** — at the bottom of the step, choose **All**, **Include only**, or **Exclude** to control which booking channels see this step. Many managers exclude **Airbnb** here. Save the journey, and the Protection step is live. ### Track protection in the Inbox Once a guest completes pre-check-in, open the reservation in the **Inbox** to see its protection status at a glance. Click it to open **Protection Details**, including the coverage period, who paid, the Truvi verification, and a link to the broker. | Status | What it means | What to do | | --------------------- | ----------------------------------------------------------- | ----------------------------------------------------------------------------------------------------- | | **Covered** | Background check passed; the guest is insured up to €50,000 | Nothing — enjoy the peace of mind. | | **Pending** | The check hasn't finished yet | Wait; it usually resolves within moments. | | **Covered (flagged)** | Insured, but with reduced coverage (e.g. up to €1,000) | Stay aware — this guest had a minor prior issue. | | **Rejected** | Truvi won't insure this guest (the rare \~0.001%) | Consider cancelling the booking. You pay no premium — only the small \~€0.25 admin fee for the check. | To file a claim after damage, open the reservation's **Protection Details** and click **Open in Truvi**. Upload before-and-after photos and describe what happened; Truvi pays out within a few days. ### What the guest sees In the pre-check-in flow, guests reach a **Protection** step and choose **Damage Waiver** or **Security Deposit** (with the price and your description). They pay as part of pre-check-in and see a summary of what they purchased before submitting — all before they reach the final Guest Portal with their access codes. {% endstep %} {% step %} ### Step 5 - Deposit Activity Deposit activity also appears on the reservation as it happens: when a guest **saves a card**, when a **hold succeeds or fails**, when funds are **captured or released**, and when a **refund or expiry needs attention**. When plans change, you can **pause or resume** a scheduled release or refund. {% endstep %} {% endstepper %} ## Other optional steps Enable these when your operation needs them: * **Upsells** — offer additional services and upgrades. *Coming soon.* * **Settle Bill** — allow guests to settle outstanding charges, before check in (like City Tax). *Coming soon.*
* **Rental agreement signature** — present an agreement for signature before arrival.\ \&#xNAN;*Collect a signed rental agreement during pre-check-in.*
* **Add-ons & paid extras** — when a stay includes paid extras, guests review them during pre-check-in, remove any eligible items, and pay without leaving the journey. > Add-ons here are the same per-listing services that appear in the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal). What's new is that guests can **pay** for them during 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 {% hint style="success" %} **💡 Academy Tip — keep the journey short.** Shorter flows 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. {% endhint %} {% hint style="success" %} **💡 Academy Tip — price the waiver below the deposit.** If the waiver fee feels too close to the deposit, guests default to the deposit. A modest per-night fee (around €10) is a common sweet spot. {% endhint %} ## Related * [Branding](https://docs.guestway.io/settings/organization-settings/branding) — set up the branding used across your guest journey (required for damage waivers). * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — the guest-facing web app where your journey is displayed. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.guestway.io/settings/organization-settings/guest-journey.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.