Related article - Find your PMS messaging templates
Configured your Guest Portal and wondering how to start sharing it with guests? You'll be sharing the guest portal links through your PMS messaging. Each portal link is unique to the reservation it is for, because of this we use the Reservation ID to make the link unique! Each PMS has a different way of building this link to send to guests.
Identify your SuiteOp Portal URL
The SuiteOp guest portal URL is can be structured in one of two ways, depending on if you have set up a custom domain. It's highly recommended to set up a custom domain!
Without a custom domain: https://app.suiteop.com/reservation
With a custom domain: https://subdomainofyourchoice.yourdomain.com
for example: welcome.grandbudapesthotel.com
When guests land on your portal welcome page, they'll be prompted to enter their reservationID and select their check-in date. However, adding the reservation ID to the end of this URL will auto-populate this reservation ID field, making things easier for your guests.
Use the Reservation ID to make the URL unique to the reservation
When sharing a portal with guests, we always recommend including the reservation ID in the URL. This way, their reservation ID will be pre-populated in the landing page, and guests won’t have to manually enter their confirmation code, which can be cumbersome.
For instance, if your guest is an Airbnb guest with reservation ID HMNFOF9KZW, the URL would be:
non-custom domain: app.suiteop.com/reservation/HMNFOF9KZW
custom domain: welcome.grandbudapesthotel.com/HMNFOF9KZW
Notice that for non-custom domains, you'll need to add "/reservation" at the end of the URL. That should be removed for custom domains.
Now - you may be thinking: how can I dynamically add the reservation ID to each URL when sending messages to my guests? Thankfully, every PMS we work with has either a variable enabling you to append the reservation ID or a custom variable we send each portal link to.
Appending the ID:
Guesty
Guesty uses {{confirmation_code}}, so your guest portal URL can be
with a custom domain: subdomainofyourchoice.customdomain.com/{{
confirmation_code}}without a custom domain app.suiteop.com/reservation/{{
confirmation_code}}
Using a custom variable:
Hostaway
Hostaway uses two variables for the reservation ID (an internal one and an external one). To make it easy to for you, we created a custom variable in Hostawy {{reservation_suiteop_portal_link}} , so your guest portal URL can be
with a custom domain:
{{reservation_suiteop_portal_link}}without a custom domain
{{reservation_suiteop_portal_link}}
If you have a custom domain linked to a brand to which your properties is associated, we'll push that domain as part of that URL.
Create automated messages to send the portal link
We recommend creating a minimum of 4 messages that include the SuiteOp portal link in your PMS' messaging automations, for maximum engagement and seamless guest stays that reduce questions throughout their stay.
Message #1 - Confirmation Message
⚠️ Note: The variables below should be adjusted to match your PMS’s format. For example, Hostaway uses {{guest_first_name}} while Guesty uses {{guest_first}}.
Since each PMS' has different variables for the confirmation_ID, and some use a SuiteOp variable for the guest portal link, we'll refer to your guest portal as [GUEST PORTAL LINK] in the message templates below.
Hi there {{guest_first}},
Thank you for booking!
Complete the steps in your personalized guest portal to get access to details about your stay, including check-in instructions.
[GUEST PORTAL LINK]
[Add conclusion more branded elements here]
Message #2 - Reminders - Pre-checkin/Check-in Instruction Links
These messages can be sent a day before check-in or at any time you find convenient, depending on your guest types. They can also be dynamic: SuiteOp pushes a Yes/No variable to some PMS’s reservation fields to indicate whether a guest’s pre-check-in is complete.
If this is available in your PMS, you can use this information to send condition-based messages. For instance, encourage guests to complete their pre-check-in if they haven’t, or invite them to check their guest portal for check-in details if they have. As a reminder: if a guest has not completed their pre-check-in, they won't be able to access their check-in instructions.
IF
SuiteOp Portal Completionis nottrue/no
Hey there {{guest_first}},
It looks like you haven’t completed your pre-check-in yet. Please do so as soon as you can to unlock your check-in instructions and other exciting details about your stay! [GUEST PORTAL LINK]
[Add message conclusion more branded elements here]
IF
SuiteOp Portal Completionistrue/yes
Hey there {{guest_first}},
Be sure to visit your personalized guest portal for useful information about your stay and fun recommendations we’ve compiled for your trip. You’ll also find your check-in details there. [GUEST PORTAL LINK]?tab=checkin
[Add message conclusion more branded elements here]
By adding ?tab=checkin at the end of your dynamic link, guests will be directly redirected to the check-in details in their guest portal.
Guesty Example
Guesty Example
To send dynamic messages that depend on the status of the guest portal's pre-checkin, you can use the Add Conditions variable SUITEOP_PORTAL_COMPLETED with the options YES or NO.
Hostaway Example
Hostaway Example
To send dynamic messages that depend on the status of the guest portal's pre-checkin, use the "Additional Conditions" feature's custom field SuiteOp Portal Completion with is/is not true
Generic Example if status is not available in your PMS
Generic Example if status is not available in your PMS
Currently, not al PMSs have the capability to send reminders based on the status of the guest portal pre-check-in. However, you could use a more genetic message like this sent 1-day before check-in:
Hey there {{guest_first}},
If you haven't already completed your pre-checkin just yet, have a look as soon as you can to unlock your check-in instructions and other exciting details about your stay! [GUEST PORTAL LINK]
[Add message conclusion more branded elements here]
If your guests typically book well in advance, adding additional reminders can be beneficial. For example, if the lead time is more than 8 days, you could send a reminder 5 days before check-in.
Remember, only messages that meet the conditions you set will be sent. If you have two reminder messages: one 5 days before check-in and another 1 day before, and your guest completes their pre-check-in 3 days before their stay, they won’t receive the second reminder.
Message #3 - Pre-check-in link
This message can be sent the day of check-in, only if the guest has completed their pre-check-in steps.
We’re excited to welcome you today, {{guest_first}}!
Remember, all of your check-in instructions can be found in your guest portal below.
[GUEST PORTAL LINK]?tab=checkin.
Message #4 - Checkout Details
This message can be sent on the day of check-out. Alternatively, you could create two versions: one for a 1-night stay, sent on the morning of check-out (e.g., 9 AM on the check-out day), and another for 2+ night stays, sent the evening before check-out, giving guests more time to review their check-out details.
Hi {{guest_first}},
We hope you had a lovely stay! As your check-out is today, please review our check-out details [GUEST PORTAL LINK]?tab=checkout before you leave.
By adding ?tab=checkout at the end of your dynamic link, guests will be directly redirected to the check-out details in their guest portal. Make sure you've setup checkout instructions prior to sending this message to your guests.
Messages #5 - Deep link to upsells
As you've now seen, SuiteOp enables you to send messages to guests that deep-link to specific pages of the guest portal, like the check-in and check-out instructions. You can use this to promote specific upsells ahead of their stay.
You could, for instance, create an automated message sent only to guests that have booked XX-days in advance or more, inviting them to "check-out this fun experience" or "consider an early check-in".
Deep-linking to upsells isn't hard.
Get your upsell ID
Open your upsell
Scroll down to find the upsell ID
Build your upsell deep-link.
[GUEST PORTAL LINK]?tab=upsells&upsell=[ID]