Set up and Manage Cloudbeds Guest Experience Guest Portals

The Guest Portal is a web-based interface that allows guests to view important reservation and property information in one place. Accessible through a link (no app download required), it acts like a lightweight app where guests can complete actions such as pre-check-in, view amenities, and — in supported versions — even cancel their reservation.

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Set up the Cloudbeds Guest Experience Guest Portal

Before Getting Started

Be sure you have configured a Brand Theme (brand logo, background image) in the Company

page before starting to create Guest Portal.

1- Set up the Home Page

1. Access the Company page in the top navigation bar
2. Go to the Guest Portal section
3. Click to a Guest Portal
4. Enter the Guest Portal title
5. Click to Create Guest Portal

1.1 Set Up Sections

In the Home Page tab, you can set up the following sections:

• Check-in (learn more: Set up the Digital Check-in Flow)
• Check-out (allows guests to pay their balance and self-check out)
• Welcome Text
• Digital Keys
• Intro Text
• Navigation links (release waivers, add-ons, wifi info, guest directory, etc)
• Featured slides
• Contact info
• Social media info and icon style
• Footer text

To configure each section, follow the steps below:

1. Switch the toggles on/off to enable/disable the available Home Page details (check-in details, welcome text, slides, etc). 
2. Click on to add new sections
3. Edit the information in the sections that you enable
4. Always click to save at the top right of the preview page to protect the edits made
5. You can always preview how the guest portal looks with the settings inserted on this page.

1.2 - Set up the Checkout Flow

This section allows guests to pay their balance and self-check-out by automatically enabling the check-out option on the day of departure.

Guests will see a summary of their folio and easily pay their outstanding balance directly within the flow. The Folio Summary shows the summary of all Folios on the reservation. If the reservation has more than one folio, the transaction list will include them all.

You can select the following labels to display in the check-out button:

• Check-Out (default)
• Online Check-Out
• Self Check-Out
• Express Check-Out
• Mobile Check-Out
• Digital Check-Out
• Complete Check-Out
• Check-Out Now
• Begin Check-Out
• Start Check-Out

How Self-Check-Out Works

Once a guest completes the self-check-out flow in the Guest Portal:

• The reservation is immediately marked as Checked Out in the system (status in Cloudbeds PMS is changed to checked out).
• The automations (messages, housekeeping tickets, alerts) are tied to the Reservation Checked Out trigger.
• This ensures guests can confidently leave, knowing their departure is recorded and staff are notified to prepare the room for the next guest.

1.3 Adjust the Home Page Settings

In the Home Page  tab,

1. Set up the Page Title
2. Enter the Description
3. Add a thumbnail image to this page 
4. Click to 

2 - Set up the Digital Check-in Flow

Cloudbeds Guest Experience offers a pre-check-in flow for guests, allowing them to undergo a majority of the check-in process electronically. If you have this feature enabled, check Guest Portal - Set up pre-check-in for guests to learn how to configure it. If not, skip for step 3.

3 - Add or Edit Pages to the Guest Portal

You can create preset pages with your property information to be added to the Guest Portal.

In the Guest Portal sections,

1. Click to add Directory Pages  or click on the preset page you want to add (check-in, check-out, housekeeping, local activities, etc)
2. Enter the title
3. Add a thumbnail image
4. Write the page content 
5. Click to create.
6. Save all edits.

4 - Update the Page Directory

In the Guest Portal sections,

1. Click on Page Directory
2. Update the link/site settings: Page title, description, and thumbnail image.
3. Save. 

The Guest Portal is ready to be sent to guests.

5 - Send the Guest Portal link in a message to your guests

While in an open message, 

1. Select the Variable icon in the message bar
2. Hover over the Cloudbeds Guest Experience section
3. Select Guest Portal Link

6 - Send the Guest Portal link through an Automated Message

1. Access the Automations page
2. Go to the Automated Messages section
3. Click on the message you want to update
4. Click to Edit Automation
5. Select the Variable icon in the message bar
6. Hover over the Cloudbeds Guest Experience section
7. Select Guest Portal Link

7 - Add Translations to the Guest Portal Sections

The Guest Portal feature allows customers to add translations for up to 29 languages, so when the guest is viewing the guest portal, they can select the language of their choice. You can find an option to translate each page on the Guest Portal feature.

In Cloudbeds Guest Experience Guest Portal pages,

1. Click on the Translations tab, next to Settings
2. Switch the toggle to enable the language you want to translate
3. Add the translated text on the target blank field
4. Click to save.

• If no translations have been configured for a language, the information will be displayed in the property's default language.
• If the translation has not been enabled (toggled 'on') for a language, then it will display the information in the property's default language.

8 - Use the Guest Portal Chat as a Messaging Channel

Cloudbeds Guest Experience has its own messaging channel in the Guest Portal feature with no costs associated with messaging — the in-app Guest Portal  chat. This is a great tool for engaging with guests directly through the Guest Portal, enhancing communication and guest satisfaction. 

Guest Portal Chat - Guests' Overview

• Guests accessing the Guest Portal will see an inbox icon at the top right, which, upon clicking, will lead them to a chat inbox.
• The chat inbox will display a continuous conversation thread with the hotel. Even for guests with multiple reservations or who return for visits, the conversation history will be combined.

Notifications

• Each message the hotel sends will trigger an email notification to the guest, ensuring they stay informed.
• You can disable these email notifications through the messaging services page, but the automated messages via Guest Portal chat will still trigger emails by default.

Guest Portal Chat - Properties' Overview

• The Guest Portal chat will be available as a channel for Automated Messages, allowing direct communication with guests via the Guest Portal.
• When guests send messages, your property will receive notifications within the Guest chat.

In Automations :