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Master Guide: Understanding the Boarding Pass

Rahul Thakur
  • Updated

Master Guide: Understanding the Boarding Pass

 

This article serves as your master guide to the Guest Portal and Boarding Pass workflow. The Boarding Pass provides a secure, configurable, and automated Pre-Check-In system that allows guests to complete required steps before arrival. 

This process helps to collect necessary guest information, streamline operations, and ensure property access is granted securely. Through the Guest Portal White Label settings, you can customize how the pre-check-in process works for your guests.
 

  1. Overview: What is a Boarding Pass?

  2. Related Boarding Pass Guides

  3. Guest Portal Access (Pre-Check-In Entry Point)

  4. Visibility Based on Guest Portal White Label Settings

  5. Stay Visibility Rules

  6. Boarding Pass Workflow

  7. Reminder Management

  8. Guest Portal White Label Configuration Requirements
     

     

Overview: What is a Boarding Pass?

The Guest Portal is the entry point for the Pre-Check-In process. Guests must access the Guest Portal to complete the required verification steps before receiving access credentials, such as door codes or smart lock access. This structured, step-by-step Pre-Check-In workflow is referred to as the Boarding Pass.

This process helps ensure: 

  • Guest identity verification
  • Mandatory data collection
  • Digital acceptance of house rules and policies
  • Secure access credential sharing
  • Reduced manual follow-ups
  • Improved arrival experience

Ultimately, the Boarding Pass acts as a digital gateway, ensuring that all required information and agreements are properly submitted before any access to the property is granted.
 

 

To set up, customize, and fully understand each component of the Boarding Pass, please refer to the following specific guides:

Article 1: This article guides you on how to set up the Boarding Pass feature. How To Configure Boarding Pass for Pre-Check-In Verification
Article 2: This article guides you on configuring the digital agreement form. How To Configure Boarding Pass Agreement Form
Article 3: This article guides you on configuring the required guest information fields. How To Configure Boarding Pass Guest Information Form
Article 4: This article explains how to view Boarding Pass statuses and trigger reminders. Understanding Boarding Pass and Reminder from Stay Page

 

 

Guest Portal Access (Pre-Check-In Entry Point)

After a reservation is created, the Guest Portal link is sent to the primary guest via the configured communication channels. The guest must open the link to begin the Pre-Check-In journey.


From the Stay page, you can view whether the Guest Portal has been accessed. Resend the Guest Portal link to guests if it has not been opened or accessed. Send reminders to access and complete the Guest Information and Sign Agreement steps (if eligible and enabled).

 

Guest Information Collection and Agreement signing are completed inside the Guest Portal. If the guest has not accessed the Guest Portal, a reminder can be sent directly from the Stay dashboard.

 

 

Visibility Based on Guest Portal White Label Settings

Visibility of the reminder option depends on the Guest Portal White Label configuration
 

If:

  • Guest Portal White Label is enabled, but 
  • Guest Information and Agreement features are not enabled

Then:

  • The reminder option will not display on the Stay page.

 

Therefore: 

The Guest Portal White Label must be enabled, and the Guest Information and Agreement features must also be enabled for the reminder functionality to appear on the Stay Page.

 

 

Stay Visibility Rules

The Guest Portal reminder functionality will not display for Past Stays (since the settings are configured in Guest Portal White Label), and is only visible for Current stays or Upcoming stays
 

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Boarding Pass Workflow

The Boarding Pass is a set of required Pre-Check-In steps that guests must complete before arrival. Only the steps enabled by your host or property will appear in your workflow. 
 

  Actions Important notes
Step 1:
Information Collection (If Enabled)

Guests are required to complete the Guest Information Form. This form may include:

  • Primary guest details
  • Guest count
  • Pet information
  • Stay purpose
  • Language preference
  • ID uploads (if configured)
  • Compliance-related fields
  • All required fields must be completed before you can submit the form.
  • Your progress is automatically saved, so you can return later if needed.
  • You can exit and resume the form anytime without losing your information.
  • Guest may receive reminders from your you if the form is not completed.
Step 2:
Agreement (If Enabled)

Guests must review and sign the Agreement Form. This includes:

  • Property rules and house policies
  • A digital signature to confirm acceptance
  • Secure linking to your booking record
  • Storage for compliance and auditing purposes
 This step is mandatory if enabled. You cannot skip this step and must complete it before check-in.

 

 

If either Guest Information or Agreement is not enabled for the group, the step status will display N/A on the Stay page against the Boarding Pass journey. The system will display the following message, and a button will be displayed to enable the feature. Enabling the button would redirect to the Guest Portal White Label settings. From there, you can enable the respective feature for the group. Once enabled, the step becomes active for future eligible stays under that group.

“This step isn’t enabled for this group. You can turn it on in Pre-Check-In settings.”

When all required and enabled steps are completed. Boarding Pass status updates to Completed and Access credentials will be automatically shared.
 

 

Access credentials such as door codes or smart lock instructions are not shared until all required steps are successfully completed.

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Reminder Management and Document Access & Downloads

The Boarding Pass is a set of required Pre Check-In steps that guests must complete before arrival. Only the steps enabled by your host or property will appear in your

You can send reminders for Guest Portal access, Information Collection completion (if enabled), and Agreement signature (if enabled). Reminders are triggered directly from the Stay page and are only available for Active and upcoming stays. For Past stay If the guest completed the Guest Information form or Agreement, the submitted documents can be downloaded from the booking record.

When a reminder is sent:

  • The guest receives a direct link to the Guest Portal
  • Previously entered data remains saved.
  • The guest resumes from the last incomplete step.
  • No submitted data is lost.

 

To send reminders through SMS, the property must have an active SMS subscription. Without an active SMS subscription, reminders can only be sent through other available channels such as Email.

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Guest Portal White Label Configuration Requirements

This section explains the configuration requirements needed to ensure your Guest Portal White Label features work correctly. Proper setup ensures a smooth pre-check-in experience and reliable guest communication.

Pre-Check-In Feature Enablement:
If Guest Information or Agreement is not enabled in Guest Portal White Label settings:

  • The step will display as N/A
  • The instructional message will appear
  • The “Go to Settings” button will be available

Reminder  Feature Enablement:
The Reminder feature allows you to send follow-ups to guests for incomplete steps. If the Reminder functionality is not enabled in the Guest Portal White Label settings. This ensures that communication functionality is properly configured before notifications are sent.

  • Reminder options will not be available
  • The system will require the host to enable the reminder feature
  • The Send Reminder buttons will not appear until the feature is enabled
     

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