# The guest experience

Every booking gets a personal, unguessable link such as `https://stay.example.com/g/…`. There is no app and no account — the link is the key. This page explains what your guests see and in which order.

## Before the stay: a few quick steps

The welcome screen shows the property photo, dates, number of guests and the booking reference. Below it the guest works through up to three steps:

1. **Online check-in** — name, contact details, date of birth, nationality, ID document, home address and co-travellers, plus acceptance of your house rules. Which fields are required is up to you (**Settings → Check-in form**). With the **EU Digital Identity Wallet** the guest can fill the form in one tap — see [EUDI Wallet check-in](/docs/eudi-wallet-check-in).
2. **Tourist tax** — for example the Malta eco-contribution. The amount is calculated from the property's tax definition, the number of adults and nights.
3. **Refundable security deposit** — held on the card (pre-authorisation) or charged and refunded later, depending on the property.

Payments run on your Revolut merchant account: card, Apple Pay and Google Pay. Each step shows a clear status: *not paid yet*, *waiting for bank*, *paid*, *failed — try again*.

> **Tip:** Steps you don't need simply disappear. A property without a deposit and without a tourist tax only shows the check-in form.

![Welcome screen with the open steps](/site/img/docs/m-gate.webp "Welcome screen with the open steps") ![Online check-in](/site/img/docs/m-checkin-form.webp "Online check-in") ![Secure checkout](/site/img/docs/m-payment-sheet.webp "Secure checkout")

## Unlocked: the stay guide

As soon as every step is done, the portal unlocks:

- **Check-in** — door codes (shown only around the stay), numbered arrival steps, arrival time picker, directions and the check-out checklist. With a [Nuki smart lock](/docs/nuki-smart-locks) each guest gets a personal keypad code.
- **Wi-Fi** — network and password with copy buttons and a QR code.
- **Rubbish & recycling** — the collection days of the stay as a little calendar, what goes in which bag. Can be hidden.
- **Local tips** — restaurants, shops, transport, emergency numbers with map links.
- **Extras** — hampers and services the guest can order and pay online.
- **Help** — your contact details, WhatsApp and phone.

![Home](/site/img/docs/m-home.webp "Home") ![Access codes and arrival](/site/img/docs/m-checkin.webp "Access codes and arrival") ![Wi-Fi with copy buttons](/site/img/docs/m-wifi.webp "Wi-Fi with copy buttons")

![Rubbish & recycling](/site/img/docs/m-bins.webp "Rubbish & recycling") ![Local tips](/site/img/docs/m-area.webp "Local tips") ![Hampers & extras](/site/img/docs/m-extras.webp "Hampers & extras")

## After the stay

The portal shows that the stay is complete and when the deposit will be released. Guests receive an email receipt for every payment and a message when the deposit is released.

## On the home screen

Every guest link is an installable app (PWA). On iPhone the guest taps **Share → Add to Home Screen**; on Android the portal offers **Add to home screen** directly. The icon uses your brand colour, the app opens full screen without the browser bar, and the last loaded guide (door code, Wi-Fi, directions) still opens with a weak or no signal. The portal shows a short hint with these steps, which the guest can hide.

![“Keep this guide on your home screen” — the portal installs like an app on iPhone and Android](/site/img/docs/m-install.webp "“Keep this guide on your home screen” — the portal installs like an app on iPhone and Android")

## Privacy and security for guests

- Links are long random tokens and can be renewed by you at any time (**New portal link** in the booking).
- Codes and Wi-Fi are never sent before the stay is unlocked.
- ID photos and signatures are stored privately per host and never shown in the portal again.
- In Germany the registration data is deleted automatically after the legal retention period ([Meldeschein](/docs/meldeschein-germany)).

## Try it

Open the sample guest portal on your phone: [before arrival](/demo/guest) (check-in and payments still open) or [during the stay](/demo/guest?stay=ready) (the unlocked guide). Payments there are simulated.

## Frequently asked questions

### What if a guest has already paid the tourist tax in cash?

Open the booking and click **Mark as paid** (cash or bank transfer), or **Waive** with a reason. The portal unlocks as soon as all steps are settled.

### Which languages does the portal support?

The portal is in English. Your own texts (welcome message, steps, tips) can be in any language.

### Can guests change their check-in details later?

Yes, until arrival — they click **Review or change** on the check-in step.