The Guest Portal allows guests to easily manage their reservations, including making changes, cancellations, and payments, all through a simple and secure online process.
Key Features and Functionalities
1. Easy Access for Guests
When a guest makes a reservation on a specific iGMS website, a unique booking ID is generated, linked to their email and the website where the reservation was made. This ensures that only reservations associated with the relevant iGMS site are visible. Guests can access the Manage Your Stay button directly from the link provided in the booking confirmation email.
2. Active Reservation Management
Guests will only see active reservations in their list, including:
Accepted reservations
Reservations with partial payment pending
Other valid reservations
Keep in mind that if a reservation has been canceled, failed, or remains unpaid, it will not appear in the list.
3. Payment and Invoice Management
Guests can complete pending payments directly from the platform.
The system provides a detailed invoice, including payment breakdowns and schedules.
Payments can be completed using the originally saved card or a new payment method.
If a modification requires an additional payment, the guest must pay the outstanding balance before finalizing the modification.
If an adjustment is not fully paid, it will be automatically canceled and will not be applied to the reservation.
An open invoice will be generated for pending payment adjustments, with an option to settle it via a payment link.
4. Modifying a Reservation
Guests have the ability to adjust their reservation details, including:
Adding more guests (adults, children, pets).
Extending the stay by adding extra nights (subject to availability).
If a change requires an additional payment, the guest must complete the payment before finalizing the modification. Additionally, modifications do not require host approval, as the payment is processed automatically.
5. Secure Cancellation Process
Guests can cancel their reservations at any time, but for security reasons, they must verify their identity via email or SMS before proceeding. This ensures that only the original guest can authorize cancellations and receive applicable refunds.
Considerations for Hosts
Only guests have access to the Guest Portal; hosts do not.
Changes such as extensions or adding guests do not require host approval, as they involve direct payments to the host.
If a guest alters a reservation and pays for it, the host receives an email notification but does not have the option to accept or reject the change.
There's no option for guests to reduce the reservation length or decrease the number of guests. They can only add guests or extend the reservation if needed.
In case you have any questions about the Guest Portal, please contact the Customer Experience team via live chat or email to [email protected].