Every booking comes with a customer portal — a self-service page, branded with your company name and hero image, where guests can handle their booking themselves instead of calling you. What guests can do there is up to you; you turn each action on under Set up the customer portal.
In this article
How guests get to the portal
Guests reach the portal from a link you include in your messages — typically the confirmation and reminder emails or texts. Each guest gets a personal link straight to their booking's portal. See Set up the customer portal for adding the link to a template.
What guests can do
Depending on the settings you turn on, a guest can:
- See their booking — each activity's date, time, location, your notes and policies, and who's on the booking.
- Pay a balance — if there's an amount due, a Pay Now button lets them pay the deposit, remaining balance, or full amount.
- Reschedule or cancel an activity — move it to a new date and time, or cancel it, within the time limits you set. With Automatic Refunds on, an eligible cancellation is refunded the moment the guest confirms, and the portal tells them where their money went; otherwise you issue the refund.
- Sign waivers — a Complete your waivers banner lets them sign, or share the link with the rest of their party. See How guests sign a waiver.
- Leave a tip — add a tip when managing their activity.
- Check in — show a check-in QR code (for the whole group or an individual guest) on arrival, and add the pass to Apple Wallet on Apple devices. You can turn the codes off if you check guests in another way.
- Get help — your phone number and email show under a "Need help?" section.
Guests who booked through an OTA
If a booking came through an OTA or reseller, the portal shows the trip details but hides pay, reschedule, and cancel — those are managed by the OTA. The guest sees a note to contact the reseller directly. Tipping still works for OTA bookings, since a tip goes directly to the operator and isn't part of the OTA relationship.
Frequently asked questions
How does a guest get to their portal?
From the link in your confirmation or reminder message. Add the Customer Portal link to those templates so every guest gets a personal link to their booking — see Set up the customer portal.
Can guests pay, reschedule, or cancel from the portal?
Yes, if you turn those actions on. Each is a setting you control, along with how close to the start time a guest can still cancel or reschedule — see Set up the customer portal.
Why can't an OTA guest reschedule or pay in the portal?
Their booking is managed by the OTA they booked through, so those actions are hidden and the portal points them to the reseller. Direct bookings get the full set of self-service actions you've enabled.
Can a guest add their booking to a calendar?
On Apple devices they can add a pass to Apple Wallet. For arrival, the portal shows a check-in QR code they present on the day.
Can I hide the QR codes in the customer portal?
Yes. Go to Setup → Sell online → Customer Portal and turn off Show Check-in QR Codes in the Check-in section. The portal then stops showing the codes and the Apple Wallet button. See Set up the customer portal. You can also leave QR codes out of your emails by removing the Passenger Detail Block from your message templates. See Create a new message template.
Can guests see or change their custom field answers in the customer portal?
No. The answers guests give to your custom field questions at checkout (dietary needs, shirt sizes, how they heard about you, and so on) don't appear in the customer portal, and guests can't edit them there. If a guest needs to change an answer, they can contact you and your team updates it on the booking. See View & edit custom field responses. To show a guest their answers, add the matching custom field variables to a message template. See Add custom field answers to your emails.
Related
- Set up the customer portal
- Refund guests automatically when they cancel in the portal
- Reschedule, unschedule, or cancel a booking
- How guests sign a waiver
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