A better check-in starts before arrival
The guest portal is a branded web page your guests receive before their stay. It walks them through everything you need — identity verification, agreements, payment collection, and more — so you can focus on hospitality instead of paperwork. Each guest gets a unique link sent automatically when their reservation is confirmed. They complete the steps you have configured, and you review submissions from your dashboard.What you can do with the guest portal
Verify guest identity
Collect government ID photos, guest details, and run identity checks before arrival — no more guessing who is staying at your property.
Collect payments and deposits
Charge security deposits, damage waivers, and mandatory fees directly through the portal using Stripe.
Offer upsells
Let guests browse and purchase add-on services like early check-in, late checkout, grocery packages, or experience bookings.
Share access codes
Automatically generate and display smart lock access codes after guests complete registration — no manual coordination needed.
Collect agreements and signatures
Present rental agreements, house rules, or liability waivers that guests must accept before arriving.
Register additional guests
Know exactly who is staying at your property by collecting details on all guests, not just the one who booked.
Setting up the guest portal
Step 1: Connect Stripe (optional)
If you plan to collect payments, deposits, or sell upsell products through the portal, connect your Stripe account first.Stripe Connect is only required if you enable payment-related verification steps (security deposits, damage waivers, mandatory fees) or upsell products. You can use the portal without Stripe for non-payment steps.
Step 2: Create a portal template
Portal templates define what your guests see and what steps they need to complete. You can create different templates for different property types.Create a new template
Click New Template and give it a name — for example, “Beach House Check-in” or “Standard Verification.”
Add verification steps
Choose which steps guests must complete. You can add as many steps as you need and reorder them by dragging.
Step 3: Configure verification steps
Each verification step collects specific information from your guests. Add the steps that make sense for your operation.Verification step types
You have ten step types to choose from. Each step can be configured with conditions — for example, only show a security deposit step for bookings over 7 nights, or skip identity verification for returning guests.| Step type | What it collects |
|---|---|
| Guest details | Name, email, phone number, address, and any custom fields you have configured |
| Additional questions | Custom questions specific to your property or operation — ask about arrival time, special requests, or anything else |
| Other guests | Names and details of all additional guests staying at the property |
| Agreement | Rental agreements, house rules, or liability waivers that guests review and accept |
| Identity check | Government-issued ID photo upload for identity verification |
| Security deposit | A hold or charge on the guest’s card as a damage guarantee |
| Damage waiver | A non-refundable fee that covers accidental damage in lieu of a security deposit |
| Mandatory fee | Required fees like cleaning fees, resort fees, or local taxes |
| Background check | Background screening for additional security (where permitted by local regulations) |
| Authority reporting | Collect information required by local authorities for guest registration compliance |
Step conditions
Not every guest needs to complete every step. You can configure conditions on each verification step to control when it appears.| Condition | Example |
|---|---|
| Booking source | Only show identity checks for guests booking through Airbnb |
| Length of stay | Require a security deposit for stays longer than 7 nights |
| Returning guest | Skip the full registration for guests who have stayed before |
Upsell products
Upsell products let you offer add-on services that guests can purchase through the portal. This is a simple way to increase revenue per booking while giving guests a better experience.Create a product
Click New Product and fill in the details: name, description, price, and an optional photo. Products can be one-time purchases or per-night charges.
Guests browse and purchase
When guests open their portal, they see available upsell products and can add them to their cart. Payment is processed through Stripe at checkout.
Early check-in
Let guests arrive before the standard check-in time for a fee.
Late checkout
Give guests extra time in the morning without disrupting your turnover schedule.
Grocery packages
Stock the fridge before arrival with a curated grocery or welcome package.
Experience bookings
Offer local tours, restaurant reservations, or activity bookings.
Pet fees
Charge for bringing pets with a clear, upfront fee.
Transportation
Airport pickups, car rentals, or bike rentals during the stay.
Smart lock access codes
If you use smart locks (connected through Seam), Trellis can automatically generate unique access codes for each reservation and display them in the guest portal after registration is complete.Connect your smart locks
Go to Properties > Devices to connect and manage your smart lock fleet. Trellis integrates with major smart lock brands through Seam.
Codes generate automatically
When a reservation is confirmed, Trellis creates a unique access code for each lock at the property. The code is valid only for the guest’s stay dates.
If a code fails to generate (for example, due to a connectivity issue with the lock), you can retry from the reservation detail page. The system tracks the status of each code.
Device management
The Devices page gives you a fleet-level view of all connected smart devices across your properties — locks, thermostats, and sensors.- KPI dashboard — see how many devices are online, offline, or need attention at a glance
- Filter and search — find devices by property, type, or status
- Remote control — lock or unlock doors directly from the dashboard
- Status monitoring — battery levels, connectivity, and last-seen timestamps
Reviewing guest submissions
When guests complete their portal steps, you receive a notification and can review their submissions from the dashboard.Open the reservation
Go to the reservation detail page — you will see a verification status indicator showing how many steps the guest has completed.
Review submissions
Click to open the verification review panel. You can see each step’s response — ID photos, signed agreements, guest details, and payment confirmations.
The guest experience
Here is what your guests see, step by step:Receive the portal link
When a reservation is confirmed, the guest automatically receives a link to their personalized portal via email or message.
Welcome screen
The portal opens with a welcome message, property photo, and their check-in and checkout dates.
Complete verification steps
The guest works through each step in order — filling in details, uploading documents, accepting agreements, and making payments as needed.
Browse upsells
If you have upsell products configured, the guest can browse and purchase add-ons for their stay.
FAQ
Can I use the portal without smart locks?
Can I use the portal without smart locks?
Yes. Smart lock integration is optional. You can use the portal purely for guest verification, agreements, payment collection, and upsells without connecting any devices.
Do guests need to create an account?
Do guests need to create an account?
No. Each guest receives a unique link tied to their reservation. They can complete the entire process without creating an account or downloading an app.
Can I have different portal templates for different properties?
Can I have different portal templates for different properties?
Yes. Create as many templates as you need and assign them to specific properties. A luxury villa might have more verification steps than a studio apartment.
What happens if a guest does not complete the portal?
What happens if a guest does not complete the portal?
You can see incomplete verifications on the reservation detail page and send reminders. You control whether completing the portal is required before sharing access codes.
Are payments processed through my Stripe account?
Are payments processed through my Stripe account?
Yes. Trellis uses Stripe Connect, which means all payments — deposits, fees, and upsell purchases — go directly to your connected Stripe account.
Can I customize which steps are required?
Can I customize which steps are required?
Yes. Each step can be made required or optional, and you can add conditions so steps only appear for certain booking types, stay lengths, or guest profiles.