Skip to main content

​
What this helps you do

Use the guest portal builder to prepare one branded experience for the properties you choose. Guests can complete registration, return to their progress, read stay instructions, use services, ask the AI assistant for help, and view access information when registration allows it.

​
What Trellis supports today

Portal builder

Create a portal from scratch or duplicate an existing portal, then arrange the blocks guests will use.

Guest registration

Collect answers and supported file uploads before the guest receives sensitive access details.

Rental agreements

Create reusable Markdown agreements, collect a drawn guest signature, and download the signed PDF from the portal or reservation.

Preview and languages

Preview desktop and mobile layouts with sample guest data. Trellis uses the guest language and completes missing translations when you publish.

Stay and access

Publish manuals, services, support, and access instructions while keeping address, Wi-Fi, parking, and entry details protected until registration is complete.

​
Build and publish a portal

1

Open Guest Portal templates

Go to Reservations > Guest Portal. This page contains the reusable templates you can assign to reservations. Individual guest portals are not listed here; open the relevant reservation to find its portal.
2

Start the portal

Choose New portal for a blank portal. Name the portal, then choose the source language and country. Trellis creates its registration settings automatically. Use Duplicate on an existing portal when you want to reuse its setup.
3

Assign properties

Search for properties and select every property that should use the portal. A property can use one published guest portal at a time.
4

Configure the guest journey

Add and reorder the registration, manual, services, AI, support, and access blocks. In Access, create and reorder the manual check-in steps that guests should follow. Each step can include a title, written instructions, visibility rules, and an image or video. Use the explicit previous and next controls to move between block settings.
5

Choose the AI Concierge agent

Open AI Concierge, then use the right sidebar to select the active AI Agent that should answer guests. Turn on the concierge after selecting the agent. If that agent becomes unavailable, choose another active agent before publishing the concierge again.
6

Configure registration

Use the right sidebar to add and order each registration step. Damage protection is one step where the guest chooses either a non-refundable damage waiver or a refundable security deposit. Check-in form, rental agreement, identity verification, damage protection, and tourist tax can be included as needed and marked required or optional. For a rental agreement, first create the document under Reservations > Agreements, then select it in the agreement step. Check-in form questions and file uploads remain configured inside the check-in form step.
7

Preview and publish

Check both desktop and mobile previews. When you publish, Trellis fills missing translations and shows the portal as Published.
8

Personalize the public entry point

Open Personalization to apply the workspace logo, colors, typography, and shape to the public access page. You can also set a dedicated display name, headline, and introduction, then switch the live preview between the Guest Portal and its access page.

​
What guests see

  • Registration shows progress and a summary before submission.
  • Check-in questions, agreement signing, verification, damage protection, and tourist tax appear as progress steps when configured. In damage protection, the guest chooses either the waiver or the deposit.
  • A rental agreement shows the configured Markdown with reservation and property details filled in. After signing, the guest can download a PDF containing the agreement, stay details, signature, timestamp, and document hash.
  • A guest can leave and return without losing uploaded files that are still valid.
  • Manual, guide, and service areas become available after registration, while Access remains locked until its configured checks pass.
  • Sensitive access information stays locked until required registration is complete.
  • The Access block shows your ordered manual check-in steps before connected lock or device details.
  • AI uses one chat for the reservation so the guest keeps the same conversation context.
  • If a guest does not have their private link, the public Guest Portal access page can find one active portal using the PMS confirmation code or OTA reservation number together with any part of the guest name. Before opening the private portal, the guest confirms the complete surname or full name from the booking. The page does not show reservation results or booking details.

​
Handle guest questions

When a guest sends a message through the AI assistant, the conversation appears in Inbox with the Guest Portal channel. Your AI Agent can answer in that same conversation, and your team can review or reply from Inbox. Replies remain visible in the portal, so the guest can continue the conversation without switching to another messaging app. The conversation stays connected to the reservation. This gives the AI Agent the relevant stay context and lets your team review the full portal message history from one Inbox thread.

​
Review registration applications

Go to Reservations > Registration to review submitted registrations. The left side groups applications into To do, Approved, and Declined. Select an application to review the guest, property, stay, registered guests, and identity-verification evidence. For a manual identity check, review the submitted document and selfie, then approve or decline the application. Checks completed through a connected identity-verification service remain visible with the provider result and do not require a second manual decision.

​
Review an individual guest portal from a reservation

Open a reservation from Reservations or Inbox to review its Guest Portal without leaving the reservation. The Guest Portal section appears only when that reservation already has a portal. Use the section to:
  • Check whether the portal is active, when the guest last opened it, and which registration step needs attention.
  • Review registration answers and uploaded files, download the signed rental agreement, and approve or reject a manual verification when required.
  • Approve or decline service requests, mark paid services as fulfilled, and review relevant payment or deposit status.
  • Review recent portal activity, open the guest preview, or copy the current link.
Link rotation immediately replaces the old link, and revocation disables guest access. Use those actions only when the current link should stop working. To create or configure reusable templates, go to Reservations > Guest Portal.

​
Collect registration charges

Add a Damage protection step when the guest must choose between paying a non-refundable damage waiver and saving a card for a refundable security deposit. Configure both amounts and currencies on the same step. The guest can complete only one option: choosing either one locks the other. Add a Tourist tax step when the guest must pay that charge as part of registration. Charges open Stripe Checkout and are tracked independently from the check-in form and from service purchases. Damage protection and tourist taxes are registration charges. Optional stay extras such as late checkout belong in the Services catalog instead.

​
Pay for guest services

In Reservations > Services, choose one flow for each service:
  • Requires approval sends the guest’s request to the reservation conversation. Your team can approve or decline it from the Inbox timeline or the reservation sidebar. If the service has a price, payment becomes available in the portal only after approval.
  • Direct purchase opens payment immediately, without an operator approval step.
To show service names and descriptions in each guest’s language, open a service and choose its source language. Add translations one language at a time, or select Generate translations to prepare all languages or only the ones that are missing. Review the preview before saving. Trellis keeps existing manual translations unless you explicitly confirm that they can be replaced. The catalog shows which languages are complete, missing, or need review. If a translation is unavailable, guests see the source-language content through a consistent fallback, so the service remains readable. Trellis shows the surrounding service catalog, request status, checkout, and confirmation controls in the selected app or portal language. Dates and prices use that language’s display conventions. Arabic and Hebrew layouts run from right to left, including the guest checkout. This lets you require an availability check for services such as early check-in or late checkout, while offering other extras for immediate purchase. Approval, payment, and fulfillment remain separate steps in the service history. When the guest’s device and browser support it, Stripe shows a fast Apple Pay or Google Pay button automatically. Card payment remains available, with secure Stripe Checkout as a fallback. The express wallet option appears in the Total summary above the regular checkout button. Stripe decides which wallet options the guest’s device can show. Each payment covers one service type, with its selected quantity. A guest can return to the portal and buy another service in a separate payment. After a successful payment, Trellis records the purchase on the reservation timeline and Stripe sends the payment receipt to the email address collected at checkout. To review service performance, go to Insights > Results and select Upsells. Use the date and property filters to compare sales, revenue, conversion, fulfillment, and the products guests purchase most often. Select an activity row to review its details and open the linked Inbox conversation.

​
How to check it worked

  • The editor header shows Published, and reloading the page keeps the saved configuration.
  • Assigned properties appear in the portal and no longer appear as available for another published portal.
  • Desktop and mobile previews show sample reservation and guest details instead of blank blocks.
  • A test guest can complete registration and then open the protected Access area.
  • Damage protection appears as one registration step, accepts exactly one waiver or deposit choice, and returns to the portal as complete after the selected Stripe flow succeeds.
  • A signed rental agreement can be downloaded both by the guest and from the reservation’s Guest Portal card.
  • A message sent from the AI assistant appears in Inbox as a Guest Portal conversation, and the reply appears back in the portal.
  • An approval-required service appears in the conversation timeline and reservation sidebar, where it can be approved or declined.
  • A test service purchase returns to the Guest Portal and appears on the reservation timeline.

​
Common problems

Check the error shown in the editor. Fix the highlighted field or property assignment, then save again. Reload the page to confirm the latest draft is present.
Clear the search first. If the property still does not appear, it may already belong to another published guest portal.
Confirm the file is JPEG, PNG, WebP, or PDF and is within the limits configured for that field. Ask the guest to retry before the portal link expires.
Check the registration summary for an unanswered required field. Access opens only after the required registration is submitted.

Properties

Keep property and guest-facing stay details current.

Inbox

Review the reservation conversation.

Workflows

Manage repeat guest and operational steps.