Guest Portal Guide
Your guest portal is one place for everything about your stay: your booking details, what you still need to do before you arrive, directions, the villa guide, messages with your host, and activities you can add to your trip.
Overview
The portal works in any web browser, on your phone or your computer. There is no app to install and no password to remember. You sign in with a secure link sent to your email or phone.
How to Access the Portal
There are two ways to sign in:
- Magic link (recommended). Open the link your host sent to your email or phone. It signs you in straight away.
- Email and booking reference. Open the portal's sign-in page (Welcome Back). Enter the Email Address on your reservation and your Booking Reference (you can find it in your confirmation email), then select Continue. A new sign-in link is sent to your email.
If the sign-in page can't find your booking, check that you used the same email address you booked with. Your host can also send you a fresh portal link at any time, by email or by WhatsApp / SMS, even if you never received the original confirmation email.
Your Dashboard
After you sign in, you land on your dashboard (Home). It greets you by name and shows, from top to bottom:
- Your stay. A photo of your villa with its name, your Check-in and Check-out dates and times, and the number of guests and nights. A badge shows your booking status, such as Confirmed. When check-in is 30 days away or less, a line under the dates counts down the days.
- To do. The things you still need to act on, if any:
- A balance to pay. The amount and when it's due, with a Pay Balance button that opens the Payment page.
- Arrival Information Needed. Shown until you share your travel details, with an Add Arrival Details button.
- Payment Complete. Shown instead of the balance card once everything on your booking is paid.
- Quick actions. Four buttons: View Details, Trip Services, Directions, and Villa Guide.
- Your Travel Party. The people travelling with you (see Travel Party and Co-Hosts).
Main Sections
Booking Details
To open your booking, tap Booking in the navigation or View Details on the dashboard. The page shows, from top to bottom:
- The villa name, location and confirmation number, with your booking status. Any note your host left for you appears here too.
- Door Code, if your villa has a smart lock (see Your Door Code).
- Stay details. Check-in and check-out dates and times, the number of nights, and the number of guests.
- Price Breakdown. The nightly rate times the number of nights, then fees, add-ons, discounts and credits, and taxes (each line only when it applies), and the Total. If you booked directly with your host and money is still owed, Balance Due shows what is left, with a Pay Balance button. Once everything is paid it shows Paid in Full. For bookings made through a booking platform such as VRBO or Airbnb, a note explains that taxes and fees are included and that the platform has the full breakdown.
- Enhance your stay, if your host offers optional extras (see below).
- Property Policies. Your villa's house rules and its cancellation policy.
Enhance Your Stay (Add-ons)
If your host offers optional extras for your villa (baby gear, an extra bed, and so on), your booking page shows an Enhance your stay card below the Price Breakdown ("Optional extras added to your balance.").
Each extra shows its name, description, and price for your whole stay, with how it is priced (per stay, per night, or per week). A per-week extra charges a full week for any part week, so a 10-night stay pays for two weeks.
- To add an extra, switch it on. It is marked Added, and its price is added to your balance. If the extra is taxable, tax is added too, so your balance can go up by a little more than the price shown.
- To remove an extra you added, switch it off. You can do this until you have paid for it. After that the switch locks and shows "Already paid. Contact us to make changes."
- Extras chosen when you made your booking cannot be removed here. Message your host if you need to change them.
The Balance due at the bottom of the card updates as you switch extras on and off. Pay it from the Payment page as usual (see Payments & Billing).
The card only appears for bookings made directly with your host, while the booking is upcoming or in progress. Bookings made through Airbnb, Booking.com, or VRBO don't show it.
Location (in the Villa Guide)
The villa's address and map are the first card of the Villa Guide, with Open in Google Maps and Open in Apple Maps buttons for turn-by-turn navigation and a Copy address button. The dashboard Directions button and old Directions links open this card.
Messages
Messages is your conversation with your host or concierge team. Type a message at the bottom of the screen and send it. Replies appear in the same thread. See Guest Messaging.
Villa Guide
The villa guide is your digital handbook for the property. It can include Wi-Fi details, door and gate access, parking, trash and recycling, check-in and check-out instructions, house policies, appliance instructions, emergency contacts, and local recommendations. See Arrival Info & Directions.
A row of section buttons under the title (Location, Access, Check-in, Rules, Emergency, Appliances, Area) jumps straight to each part. If your stay has a smart-lock code, the guide shows the same code as your booking page.
Trip Services
Services in the navigation opens the activity catalog, where you can browse tours, transfers, and other services and add them to your trip. Trip Services on the dashboard opens My Trip Services, the list of everything you have requested. Your concierge confirms the details and price. See Trip Services.
Payments
The Payment page shows what your booking costs and what is left to pay, and lets you pay online by card, PayPal, or bank transfer, depending on what your host accepts. Open it with Pay Balance on the dashboard or the booking page. See Payments & Billing.
Arrival Information
The Travel details page (from Add Arrival Details on the dashboard) lets you tell your host when and how you are arriving: your estimated arrival time at the villa, how you are travelling, your arrival and departure flights, how many guests are arriving, whether you need transportation, and any special requests. See Sharing your travel details.
Travel Party and Co-Hosts
If you are travelling with others, add them to Your Travel Party on the dashboard. The card is optional. Its counter (for example 1 of 3) shows how many people in your booking you have named so far. You are always listed first, marked Host.
To add a companion:
- On your dashboard, select Add a companion at the bottom of Your Travel Party.
- Enter their First name and Last name. Add an Email if you want to share the itinerary with them. You can also add pronouns, or tick This is a child and enter an age.
- Select Add.
Each companion row has a menu with Edit, Promote to co-host (or Remove co-host role), and Remove. If the companion has an email address, the send icon on their row sends them an itinerary link. With that link a companion can see the trip's itinerary and browse activities, adding the ones they like to a wishlist for you to review. They cannot pay, check out, or see the villa guide.
As the primary guest, you can promote a companion to co-host. A co-host signs in to the full portal and gets the same access you have:
- View the full booking and price details
- Open the villa guide and directions
- Add and schedule trip services and experiences
- Pay outstanding balances and check out
- Submit arrival information
- Message the concierge
- Invite additional companions
Two things stay with you, the primary guest, only:
- Promoting or demoting members of the travel party. Only you can change who is a co-host.
- Editing Account Settings. A co-host sees your profile and notification preferences but cannot change them ("Only the primary guest can edit these details.").
To make someone a co-host, open the menu on their row in Your Travel Party and choose Promote to co-host. To undo it, choose Remove co-host role.
Account Settings
To open your account settings, tap your initials in the top-right corner, then select Account Settings.
| Section | What you can do |
|---|---|
| Personal Information | Change your First Name, Last Name, and Phone, then select Save Changes. Your Email is shown but can't be changed here. |
| Notification Preferences | Switch emails on or off: Stay updates (the welcome, mid-stay check-in, check-out and review emails, and the email when a companion adds an activity to your wishlist), Arrival Reminders (the pre-arrival instructions, sent a week before check-in by default, and the arrival form request, five days before by default), and Messages from Host (the email telling you your host replied in the portal). Booking confirmations, payment emails and your check-in instructions always arrive. |
Help and Support
Select Help & Support from the user menu (your initials, top right, on every screen size). It has three things: Contact Your Host (opens Messages), the property's Emergency Contacts with a call button, and links to the Villa Guide, Booking Details, Payments and My trip.
Navigation
On a phone, a bar at the bottom of the screen takes you to:
- Home: your dashboard
- Booking: reservation details
- Messages: host communication
- Explore: browse activities and services
- Guide: villa handbook, address and map
On a computer, the same five links sit in the header next to your host's logo. Your initials on the right open the menu with Account Settings, Help & Support, and Sign Out.
Key Concepts
- Magic link: A secure sign-in link sent to your email or phone. No password required.
- Booking reference: Your reservation confirmation code, included in your booking email.
- To do: The list on your dashboard of what you still need to do, such as paying a balance or sharing your travel details.
- Concierge: Your support contact who can help arrange activities and answer questions.
- Trip services: Optional activities, tours, and services you can add to your trip through the portal.
- Add-ons: Optional extras for your villa (baby gear, an extra bed) that you add from the Enhance your stay card. Their cost is added to your balance.
- Travel party: The companions you add to your booking. The primary guest can promote a companion to co-host, giving them full access to pay, check out, and manage the stay.
Common Questions
I did not receive a magic link. What should I do? Check your spam or junk folder. If you still can't find it, go to the sign-in page and enter your email and booking reference to get a new one. You can also ask your host to send the link by WhatsApp or SMS.
Can I access the portal after my stay ends? Yes. You can still review your booking and your messages. Once your host has finalized your trip plan, your trip services can no longer be changed ("Service modifications are no longer available for this booking.").
How do I know if my payment went through? After a successful payment, the Payment page shows Payment Confirmed, and once your booking is fully paid your booking page shows Paid in Full. You also receive a confirmation email.
Can I modify my booking through the portal? No. To change your dates or guest count, or to cancel, message your host through Messages. If you booked through a booking platform such as Airbnb or VRBO, make changes there.
Is the portal available in other languages? Yes. The portal is available in English, Spanish, French, and Portuguese, and follows your browser's language.