Staff workflows and known limitations

Guest messages in the booking comments

A message a guest sends through the portal (see Messages) lands directly in that booking's Comment tab — there's no separate inbox to check. It shows a Guest badge so it's easy to tell apart from an internal note, and cannot be re-hidden from the guest once sent.

Replying so the guest actually sees it: write your reply as a normal comment, then turn on Visible to guest. That single toggle both shows the comment in the guest's message thread and e-mails it to them, using the Message email template you configured (or the built-in text) — see Settings: Modules. A comment left with Visible to guest off stays exactly what it always was: an internal note the guest never sees.

Getting notified of a new guest message: two independent channels, either or both:

• The Reception e-mail address configured under Settings: Modules gets a plain notification e-mail.
• A Staff alert: new guest message template (global only) sends a richer, branded notification to your team instead. Without one configured, the reception e-mail is your only alert — so set at least one of the two if you don't want to miss a message.

See The Booking Detail page for the rest of what the Comment tab does.

Confirming a loyalty redemption

When a guest redeems a reward from the Loyalty club tab, the points are reserved immediately and the entry shows as awaiting confirmation — both in the portal and on the customer's own Loyalty Program tab (see Loyalty Program).

From there, staff choose:

• Confirm — the redemption goes through; the entry becomes redeemed and the points are spent for good.
• Reject — the entry is removed and the reserved points return to the guest's balance.

Known limitations

• Registration can't choose between duplicate customers. If several customer profiles share the e-mail address a guest registers with, and the optional Booking number they entered doesn't point to exactly one of them, no account is created and no e-mail is sent — yet the guest still sees the Check your inbox page (it looks the same for every address, see Creating an account). Merge the duplicate profiles (see Merging duplicate profiles) and ask the guest to register again.
• No SSL/DNS status indicator. The Portal address section only stores the slug and domain text you enter — it doesn't check or display whether a custom domain's DNS is pointed correctly or whether SSL is active. Verify a custom domain independently after setting it up.
• Tourist tax at check-in is always paid on site. The online check-in dialog never offers to pay the tourist tax online, regardless of your payment settings — see Online check-in.

A few things from the original concept are intentionally not part of the portal (yet): door-code or smart-lock integration, a wallet pass, "invite a guest" and "book again" shortcuts, a derived day-by-day itinerary, and portal-specific re-branding of guest-form or e-mail links (they keep their own existing branding).