Understand and manage the guest portal
The online guest portal is a self-service hub where loyalty members can manage their relationship with your property or brand. Access to the full guest portal requires active loyalty membership. All portal features, including profile management, reservations, credits, rewards, and tiers, are tied to loyalty program enrollment.
Guest portal setup configuration is required for every CRM instance, regardless of whether the full loyalty portal is in use. This is because the same configuration controls branding and custom contact fields across several areas of the platform, including the subscriptions page, the upsell page, and profile management fields. These pages are guest-facing even when the full loyalty portal is not active, so the portal configuration must be in place before any guest communications are sent.
The guest portal allows your property or brand to:
Provide guests with a branded, secure online account experience.
Allow guests to manage their own profile, preferences, and marketing subscriptions.
Deliver an accessible opt-out pathway for all marketing communications.
Surface loyalty credits, rewards, and redemption history.
Promote marketing content, property links, and booking engine access.
Depending on your configuration, guests may use the portal to:
View and edit their profile details.
Manage marketing subscriptions and communication preferences.
Update stay preferences.
Review stay history and qualified reservations.
View upcoming reservations.
View credit balances and redeem rewards.
The recommendation is that the guest portal's branding closely matches your property or brand's current online presence so that guests have a seamless experience when navigating between systems.
Guest portal login options
Guests access the portal via a branded sign-in screen. The portal supports two sign-in methods outlined below.
Standard login:
Using a registered email address or loyalty member ID and password.
Guest passwords must be a minimum of eight characters.
Facebook login:
Guests may sign up or sign in using their Facebook account for added convenience. Contact the SHR team with your brand's Facebook App ID and Secret to enable this option.
Guest passwords must be a minimum of eight characters.
Facebook registration and login
Facebook login provides guests with a lower-friction way to register and access the guest portal. When a guest registers using Facebook, the CRM collects only their first name, last name, and email address. No other Facebook data is used for tracking or shared within the CRM.
When a guest completes Facebook registration, the system automatically assigns them a membership number and generates a passcode they can use to log in without Facebook in the future. A welcome email should be sent to guide guests on how to use both login methods.
Supported access path
Facebook login is only supported on the CRM-provided sign-up and sign-in page. It is not supported for mobile apps, API-based sign-up flows, or modal login implementations outside of this page. All guest-facing channels emails, websites and booking links should direct guests to the same CRM sign-up and sign-in page to ensure consistent access.
Encouraging profile completion
Because Facebook registration only captures three fields, newly registered guests will often have incomplete profiles. Consider creating a segment for new Facebook-registered members and targeting them with a campaign that encourages them to fill in additional profile details.
⚠️Important:
Facebook requires a waiting period of up to one hour after a new Facebook account is created before it can be used to log into other applications. If a guest attempts to log in immediately after creating their Facebook account, the login will fail.
Facebook login is not supported for mobile apps, API-based sign-up, or modal login experiences outside of the CRM-provided page.
Before you start
Outlined below are important factors to know before configuring the guest portal.
Confirm that your user account has access to guest portal setup in the CRM.
Prepare branding assets such as logo, colors, header and footer HTML before enabling guest-facing pages.
If enabling Facebook login, have your Facebook App ID and secret ready to provide to the SHR team.
A loyalty program must be active for guests to access the full guest portal. However, guest portal setup configuration is required for all CRM instances because it controls branding and custom contact fields for the subscriptions page, upsell page, and profile management these must be configured before any guest-facing communications or pages go live.
Configure the descriptions section
The descriptions section controls the menu items displayed to guests once they are logged into the portal. Follow the steps below to configure portal navigation.
From the left navigation menu, click Guest Portal Setup.
Click Descriptions.
To add a new menu item, click + Add Web Content in the upper right.
In the Menu dropdown, select the portal section to add, for example:
Overview, reservations, rewards, profile, offers, communication preferences, gift cards, login, register, forgot password, password reset, points, or upgrade.
Click Save and Close to add the menu item to the list.
To customize the content displayed for a menu item, click the item name in the list.
In the Edit Web Content Detail modal, enter the following for each language as needed:
Web page name – The menu label the guest will see.
Web page title – The page heading.
Web content – Custom content to display on the page.
Use the Translate button to auto-translate content from the default language using the built-in AI assistant.
Click Save and Close.
📌Note: Menu items may be deactivated or removed at any time.
Configure profile fields for the guest portal
The custom contact fields section controls which guest profile fields are displayed in specific areas of the portal, and whether they are required. Follow the steps below to configure portal profile fields.
From the left navigation menu, click Guest Portal Setup.
Click Custom Contact Fields.
Select the portal section to configure using the tabs at the top of the page:
Sign up – Fields presented to guests when registering for the first time.
Profile – Fields presented once a guest has created or accessed their account.
Sign in – Fields presented when a returning guest signs in.
To add a new field, click + Add Field in the upper right.
Click a field name to edit its settings.
Complete the following field properties:
Name – The label the guest will see in the portal.
Required – When checked, the guest must complete this field before proceeding.
Validation – Controls the type of data accepted. Select one of the following:
As email – Entry must be in email address format.
Numeric – Entry must be a number.
Alphanumeric – Entry may be letters and or numbers.
No validation – Any entry is accepted.
Language – Set the language for this field label.
Sorting – Controls the display order; lower numbers appear higher on the page.
Is admin only – When checked, the field is hidden from guests but remains accessible within the CRM admin.
Click Save and Close.
📌Note: It is strongly recommended to include consent and terms and conditions checkboxes in the sign up fields. If a guest checks these boxes, their agreement is recorded on their profile for future reference. Add a hyperlink to your terms and conditions in the branding configuration. To allow guests to toggle password visibility during sign-in, contact the SHR support team to enable the password visibility icon under client management and click enabled services.
Customize guest portal labels
The Guest Portal Label Setup page allows you to customize header text and error messages displayed within the portal. Follow the steps below to add or edit a portal label.
From the left navigation menu, click Guest Portal Setup.
Click Guest Portal Label Setup.
Click + Add Guest Portal Label in the upper right.
Select the label you want to customize from the system list for example:
Register to become a member, member ID, level, rate code name, member name or member since.
Click the label name in the list to open the Edit Guest Portal Label Detail modal.
Enter the Guest Portal Label Value for the default language.
Use the Translate button to auto-translate into other enabled languages, or enter translations manually by selecting a language from the MultiLanguage dropdown.
Click Save and Close.
Configure custom menu items
In addition to the standard navigation, you can add custom menu items to the guest portal. Follow the steps below to add a custom menu item.
From the left navigation menu, click Guest Portal Setup.
Click Custom Menu.
To add a system-level menu item, click + Add System Level Menu. To add a fully custom item, click + Add Custom Menu.
Click the menu item name to open the Edit Custom Menu Detail modal.
Complete the following fields:
Menu name – The label that will appear in the guest portal navigation.
Menu type – Select one of the following:
Link – Directs the guest to a URL.
Text – Displays a text message.
HTML – Displays custom HTML content.
Link target (link type only) – Select blank to open the link in a new tab, or self to open in the same window.
Menu link or content – Enter the URL, text, or HTML content to display.
Click Save and Close.
📌Note: Use the sorting column on the custom menu list to control the display order of all menu items. Menu items can be deactivated at any time without deleting them.
Link the guest portal to your property website
There are two approaches for integrating the guest portal with your property or brand website.
Website authentication integration
This approach provides a fully seamless experience, allowing guests to sign in from your brand or property website and remain recognized throughout their navigation and booking journey.
Work with your website development team to integrate the CRM authentication module into your website.
Coordinate with the SHR DevOps team for implementation guidelines and technical specifications.
Hyperlink to the Guest Portal or Booking Engine
This approach uses a simple hyperlink from your website's sign-in area to direct guests to a login page.
Add a sign-in hyperlink to your website.
Direct guests to one of the following destinations:
Guest portal:
Link guests to the portal sign-up or sign-in screen.
It is recommended to open this link in a new tab.
CRS booking engine:
Link guests to the index or availability page for your property or group of properties.
Guests can sign up, sign in, and begin the reservation flow directly.
Guest portal label reference
The guest portal contains approximately 290 customizable label keys that control every piece of text displayed to guests across the portal. Labels are organized by portal area. When a custom label is active for a client, it overrides the default system text for that key and language. If no custom value is set, the system falls back to the default resource string.
The tables below list labels by portal area. The UI name column shows the default English text guests see. These are for reference when configuring labels in guest portal setup and click guest portal label setup.
Authentication or login page labels
Labels used on the sign in, register and forgot password pages.
UI Name | Where it appears |
Login | Sign-in page header text |
Register | Registration page header text |
Sign in | Sign-in button/link text |
Forgot password | Forgot password link text |
Cancel | Cancel button on login/register forms |
Password reset | Password reset page header |
Please enter memberID | Forgot password form placeholder text |
Send password reset link | Password reset submit button text |
Register to become a member | Registration call-to-action link |
Email or LoyaltyMemberID | Login form field label |
Password | Password field label |
Confirm Password | Repeat password field on registration/reset forms |
Please enter memberID or email | Forgot password prompt text |
This email can not be used for password reset. Please enter your memberID instead | Forgot password error when email cannot be used |
Return To Sign In | Link text shown after registration or password reset |
Sign In to Your Account | Sign-in page heading text |
Confirm password | Confirm password field label |
Update password | Update password button text |
Authentication validation messages
Error and validation messages displayed during login, registration, and password reset flows.
UI Name | Where it appears |
Email Or MemberID is empty | Login validation: email/member ID required |
Password is empty | Login validation: password required |
Email or MemberID is invalid | Login error: invalid credentials |
Password is invalid | Login error: wrong password |
Email already exists | Registration error: duplicate email |
Guest Profile is exists | Registration error: existing profile |
Unable to send email. | Password reset error: email send failure |
Email template does not exist. | System error: missing email template |
Failed to save password reset information | Password reset error: save failure |
memberID is invalid | Login validation: invalid member ID |
The passwords do not match | Password form validation: mismatch |
Token is expired. | Password reset token expired |
Token is invalid. | Password reset token invalid |
Email has been sent | Password reset confirmation message |
Register failed! | Registration failure message |
Email is invalid | Email format validation error |
Token has been used, please get it again | Password reset token already used |
Registered successfully! | Registration success message |
Your account is unavailable due to inactivity, Please contact administrator to reactivate your account. | Account deactivation message |
Your account is unavailable due to inactivity, Please click here to confirm a reactivation of your account. | Account reactivation prompt |
Please enter a valid email. | Email format validation message |
Your password can not contain space characters | Password validation: no spaces |
Your password must be at least 8 characters long | Password validation: minimum length |
Password length for 7-20 characters. | Password validation: length range |
Your password must contain both numeric and alpha characters | Password validation: alphanumeric required |
Signup verification labels
Labels used during the email verification flow after registration.
UI Name | Where it appears |
Thank you for signing up! | Post-registration thank you message |
You have completed the registration verification, please click the button below to log in | Verification success message |
Registration verification failed, please contact the administrator | Verification failure message |
Your registration verification is invalid, please contact the administrator | Invalid verification link message |
Failed to send the registration verification email, please contact the administrator. | Verification email send failure |
Send signup verification email successfully! Please go to the email to complete the verification | Verification email send success |
Complete Sign Up | Complete signup button text |
Click Sign Up To Complete Your Registration | Verification instruction text |
Sign Up Verification | Verification page header |
Portal navigation or menu items labels
Labels used in the left navigation sidebar of the guest portal.
UI Name | Where it appears |
Overview | Left nav menu item: Overview/Dashboard |
Reservations | Left nav menu item: Reservations |
Rewards | Left nav menu item: Rewards |
Profile | Left nav menu item: Profile |
Offers | Left nav menu item: Offers |
Communication Preferences | Left nav menu item: Preferences Center |
Gift Cards | Left nav menu item: Gift Cards |
Redemption | Left nav menu item: Redemption |
Reservations(Menu) | Left nav menu item with menu suffix |
Rewards(Menu) | Left nav menu item with menu suffix |
Hotel(Menu) | Left nav menu item: Hotels |
Member overview or dashboard labels
Labels displayed on the member overview or dashboard page.
UI Name | Where it appears |
Member ID | Member number label |
Member Name | Member name label |
Member Since | Member join date label |
Level | Tier level label |
Your Current Status | Status section header |
Activity Summary | Activity summary section header |
Latest Activity | Latest activity section header |
Recommended For You | Recommended offers section header |
Reservations in the past 12 months | Overview stat: reservations count |
Points in the past 12 months | Overview stat: points earned |
Rewards in the past 12 months | Overview stat: rewards count |
Loyalty Tier Nights | Overview stat: tier qualifying nights |
Available Points | Overview stat: available points balance |
Tier Nights To Next Level | Overview stat: nights needed for next tier |
Points To Expire | Overview stat: points expiring soon |
Last Loyalty Tier Update | Overview stat: last tier change date |
Points Earned This Year | Overview stat: points earned this year |
Need {0} {1} to achieve {2}. | Overview header area label (dynamic) |
You need to spend {2} {0} to achieve {1} tier/status. | Tier progress message (spend-based) |
You need {0} {2} to achieve {1} tier/status. | Tier progress message (nights-based) |
You need {0} {1} by {2} to retain your tier/status. | Max tier / retention message |
You need {0} {3} to achieve {1} tier/status by {2}. | Tier progress (program variant) |
You need to spend {2} {0} to achieve {1} tier/status by {3}. | Spend-to-tier (program variant) |
Need {0} {1} to achieve {2} by {3}. | Overview header (program variant, dynamic) |
Reservations page labels
Labels displayed on the reservations list and detail pages.
UI Name | Where it appears |
There are curently no Reservations to display. | Empty state: no reservations |
No reservations activity | Empty state: no reservation activity |
No reservations activity for this time period. | Period filter: no results |
Upcoming Reservations | Upcoming reservations tab header |
Reservations History | History reservations tab header |
Date | Table column header |
Type | Table column header |
Description | Table column header |
Hotel | Table column header |
Status | Table column header |
Book Now | CTA button |
Your Reservations | Page header |
View | View details link |
Reserved | Reservation status label |
Cancelled | Reservation status label |
Checked Out | Reservation status label |
Rate Code Name | Reservation detail field |
Room Type Name | Reservation detail field |
Total Stay Amount | Reservation detail field |
BookTime | Reservation detail field |
PmsResvID | PMS reservation ID field |
Stay Date | Reservation detail: stay date |
Hotel Name | Reservation detail: hotel name |
Confirmation Number | Reservation detail: confirmation number |
Checked In | Reservation status label |
Room Nights | Reservation detail: number of room nights |
Rewards page labels
Labels displayed on the rewards list and detail pages.
UI Name | Where it appears |
No Rewards have been issued this year. | Empty state: no rewards |
No rewards given | Empty state: no reward activity |
Rewards Activity | Rewards section header |
Expiration | Table column: expiration date |
Available | Availability label |
Reward Description | Reward description field |
Valid From | Reward valid from date |
No rewards activity for this time period. | Period filter: no rewards |
Rewards History | History rewards tab header |
Available Rewards | Available rewards tab header |
Claim Reward | CTA button |
Failed to claim reward, please contact the administrator | Claim reward error message |
Successfully claim rewards | Claim reward success message |
Are You Sure You Want To Claim Reward? | Confirmation dialog |
Get My Reward | CTA button |
Use Reward | CTA button |
Are you sure you want to gain your reward? | Confirmation dialog |
You don't have enough points. | Insufficient points message |
Gain my reward | CTA button |
Member Level does not meet Reward Rule's condition. | Tier eligibility error message |
MaxEarning have been exceeded. | Maximum earning exceeded message |
Points page labels
Labels displayed on the points page including activity history and redemption.
UI Name | Where it appears |
Points(Menu) | Points section header |
Points Activity | Points section header |
Points History | Tab header |
No points activity | Empty state |
You've earned {0} Points this year. | Points stat (dynamic) |
No points have been given to this member this year as of yet. | Empty state |
No points activity for this time period. | Period filter empty |
Use Your Points | CTA |
Show more | Pagination |
Show less | Pagination |
Read More | Detail expansion link |
Points Required | Redemption detail |
Manage Redeem Points Rule does not exist. Please set it up in Reward Rules. | Config error |
Redeem Points Successfully | Success message |
Are You Sure You Want To Redeem Points | Confirmation dialog |
External Remarks | Points detail |
Expiration Date | Points detail |
Points | Points/credits label alias |
Points activity type labels
Points activity type labels are displayed in the points history table under type column:
UI Name | Where it appears |
Hotel Stays | Points type |
Buy | Points type |
Authorized User Add | Points type |
Link Reservation | Points type |
Expired | Points type |
Redeem | Points type |
Redeem Cancel | Points type |
Manual Cancelled Reservation Points | Points type |
TangoCard Reward | Points type |
Reservation Cancelled | Points type |
Credit Redemption | Points type |
Revert Add Points | Points type |
Stay | Points type |
Stay Bonus | Points type |
Loyalty Promotion | Points type |
Loyalty Gesture | Points type |
Missing Stay | Points type |
Social Media | Points type |
Credit Adjustment | Points type |
Authorized User Deduction | Points type |
Transaction | Points type |
Guest sign up add points | Points type |
Gift card or redemption page labels
Labels displayed on the gift card and redemption pages.
UI Name | Where it appears |
Account no enougth balance, please try again later! | Insufficient balance error |
Amount is greater than 0 | Validation message |
You've claimed ${0} in gift card rewards this year. | Gift card claim info (dynamic) |
Please select an amount | Validation message |
Get the reward successfully, please check the email for reward link or click the links below | Reward link instruction |
Amount Available | Available balance label |
Select Gift Card Value | Gift card value selection label |
Claim Your Gift Card Rewards | CTA button |
Are you sure you want to purchase a tango card? | Tango card purchase confirmation |
Redeem Points For Gift Cards | Section header |
Redeem Points Activity | Section header |
Gift Card History | Tab header |
Redemption Date | Table column |
Amount | Table column |
Redemption Link | Table column |
You don't have enough amount, please try again later! | Error message |
No points redemption activity | Empty state |
You don't have enough points, please try again later! | Error message |
Current Points Insufficient | Insufficient points error |
Gift Cards Reward | Section header |
Gift Cards | Section label |
Points is greater than 0 | Validation message |
Profile page labels
Labels displayed on the member profile and personal information pages.
UI Name | Where it appears |
Personal Information | Profile section header |
Change Password | Profile section header |
Profile field label | |
Update Profile | Profile save button |
Select Language | Profile dropdown |
Select Salutation | Profile dropdown |
Mr | Salutation option |
Mrs | Salutation option |
Ms | Salutation option |
Select Country | Profile dropdown |
Select Region | Profile dropdown |
Male | Gender option |
Female | Gender option |
Age must be 18 or above. | Age validation |
First Name | Profile field |
Last Name | Profile field |
Address1 | Profile field |
Address2 | Profile field |
City | Profile field |
Zip | Profile field |
Phone | Profile field |
Country | Profile field |
Region | Profile field |
Language | Profile field |
Country Dialing Code | Phone field |
Profile updated successfully | Success message |
Profile updated unsuccessfully | Error message |
Preferences or communication center labels
Labels used on the preferences center and communication preferences pages.
UI Name | Where it appears |
Tell us what type of messages you would like to receive | Preferences – message types section |
My categories | Preferences – categories section |
Preferences | Section header |
Room Options | Preferences section |
Update Preferences | Save button |
Please use the form below to set your message preferences. | Preferences instruction |
Contact me through email | Checkbox label |
Do not contact more than | Frequency setting |
each | Frequency unit |
Pause from | Pause setting |
Contact me through text message | Checkbox label |
to | Date range connector |
My preferred channel | Channel selection label |
Message Preferences | Section header |
Tell us how you would like to be contacted. | Instruction text |
Unchecking both options will opt you out of any marketing communications. You will still receive transactional communications related to a purchase. | Opt-out notice |
Communication Preferences updated successfully! | Success message |
Failed to update communication preferences. | Error message |
Update Message Preferences | Button |
Please check the agrees checkbox | Consent checkbox label |
Please check the contents checkbox | Consent checkbox label |
Manage Communication Preferences | Section header |
Preferences Description | Description text |
Select Message Types | Section label |
Select Areas Of Interest | Section label |
Contact Preferences | Section header |
Choose Contact Method | Instruction |
Contact Via Email | Checkbox |
Contact Via SMS | Checkbox |
Uncheck Both Opt Out | Opt-out notice |
Preferred Channel | Section label |
Preferences Updated Success | Success message |
Preferences Update Error | Error message |
Message Types | Section label |
SMS | Contact option |
Save | Save button |
Saving... | Loading state |
Failed to load categories. | Error message |
Failed to load message types. | Error message |
Failed to load your current preferences. | Error message |
An error occurred while saving your preferences. Please try again later. | Error message |
Upgrade page labels
Labels displayed on the room or add-on upgrade pages.
UI Name | Where it appears |
There are no items to upgrade. | Empty state |
Room Upgrade successfully! | Success message |
Room Upgrade unsuccessfully! | Error message |
Add On Upgrade successfully! | Success message |
Add On Upgrade unsuccessfully! | Error message |
Upgrade | CTA button |
Confirm | Confirm button |
Room Upgrade | Section header |
Add On Upgrade | Section header |
Amount Total | Total label |
Upgrade or enhance your reservation with the options below. | Section header |
Updated Total | Updated total label |
Your Current Reservation Details | Section header |
Transactions page labels
Labels displayed on the transactions list page.
UI Name | Where it appears |
Transactions | Nav menu/page header |
Transactions in the past 12 months | Overview stat |
There are curently no Transactions to display. | Empty state |
Transaction History | Tab header |
No transactions activity | Empty state |
Your Transactions | Page header |
Date Of Service | Table column |
Location | Table column |
Transaction ID | Table column |
No transactions activity for this time period. | Period filter empty |
Points transfer labels
Labels used on the points transfer pages.
UI Name | Where it appears |
Transfer From | Transfer form |
Transfer To | Transfer form |
Your Point(s) | Balance label |
Points Transferred | Transfer detail |
Note | Form field |
New Expiration Date | Transfer detail |
Next | Navigation button |
Confirm | Confirm button |
Points Transfer | Page header |
Member does not exist | Error message |
The points to be transferred cannot be greater than the current points | Validation message |
Transfer points must be greater than 0 | Validation message |
Transfer successful | Success message |
Transfer failed | Error message |
Are you sure you want to transfer {0} points? | Confirmation dialog (dynamic) |
There are no points to transfer | Error message |
Transfer In | Transfer type |
Transfer Out | Transfer type |
Transfer from and transfer to cannot be the same user. | Validation message |
Member referral or invite labels
Labels used on the member referral or invite friend pages.
UI Name | Where it appears |
Invite | Nav/CTA |
Invite your friend by email | Instruction |
Member Referral | Page header |
Email to | Form field |
Invite Now | CTA button |
Invite Friends successfully! | Success message |
Email is empty! | Validation message |
Invite Friends unsuccessfully! | Error message |
Your friend already has a membership | Error message |
Cannot invite yourself. | Validation message |
Social login labels
Labels used for social media login and registration flows.
UI Name | Where it appears |
Log in With Facebook | Social login button |
Sign up With Facebook | Social signup button |
Facebook account does not exist | Error message |
The accesstoken is invalid, please contact the administrator | Error message |
Please complete the registration verification first | Error message |
Facebook account already exists | Error message |
Google account already exists | Error message |
Google account does not exist | Error message |
Log in With Twitter | Social login button |
Sign up With Twitter | Social signup button |
Twitter account does not exist | Error message |
Twitter account already exists | Error message |
Log in With Line | Social login button |
Sign up With Line | Social signup button |
Line account does not exist | Error message |
Line account already exists | Error message |
Log in With WeChat | Social login button |
Sign up With WeChat | Social signup button |
WeChat account does not exist | Error message |
WeChat account already exists | Error message |
Email unsubscribe or resubscribe labels
Labels displayed on email unsubscribe and resubscribe pages.
UI Name | Where it appears |
Email Unsubscribe | Unsubscribe page header |
Invalid Unsubscribe Link | Error message |
System Config Error | Error message |
Already Unsubscribed | Status message |
Unsubscribed Success | Success message |
Unsubscribe Error | Error message |
Unexpected Error | Error message |
No More Marketing Emails | Confirmation message |
Resubscribe | CTA button |
Invalid Resubscribe Link | Error message |
Resubscribed Success | Success message |
Resubscribe Confirmation | Confirmation message |
Unsubscribe Again | CTA button |
Contact Support If Issue | Info message |
Miscellaneous or common labels
Generic labels used across multiple portal pages.
UI Name | Where it appears |
Modify | Generic edit/modify button |
From | Date range start label |
Next {0} Months | Time filter: next X months (dynamic) |
Last {0} Months | Time filter: last X months (dynamic) |
Stays | Stats label (plural) |
Nights | Stats label (plural) |
Text Message | Contact option |
Update | Generic update button |
{0} is empty! | Required field validation (dynamic) |
Tax | Financial label |
Total Amount More | Financial label |
Night | Stats label (singular) |
Departure | Departure date label |
Arrival | Arrival date label |
Notes | Notes field label |
Hotel Phone | Hotel detail label |
This client doesn't have hotels yet. | Empty state: no hotels |
QR Code | QR code label |
Earning rule status labels
Labels displayed in the points detail view showing why points were or were not earned for a reservation.
UI Name | Where it appears |
Property Not Included | Points detail status |
Exceeds the maximum number of earnings allowed | Points detail status |
Does not meet the Arrival Date requirement | Points detail status |
Earning Rule is not in effect | Points detail status |
Does not meet the Departure Date requirement | Points detail status |
Does not meet the Booking Date requirement | Points detail status |
Booking Channel Excluded | Points detail status |
Does not meet minimum number of nights | Points detail status |
Exceeds maximum number of nights | Points detail status |
Does not meet minimum room spend required | Points detail status |
Exceeds maximum room spend required | Points detail status |
Membership Tier is not included | Points detail status |
Rate Offer Excluded | Points detail status |
Room Type Excluded | Points detail status |
Concurrant reservation is not allowed | Points detail status |
Back to Back reservation is not allowed | Points detail status |
Expired | Points detail status |
Loyalty Program does not qualify | Points detail status |
Second LoyaltyMemberID is null | Points detail status |
Additional Earnings do not apply | Points detail status |
Loyalty Earning Status | Points detail label |
Tier Status | Points detail label |
Qualified | Points detail status |
Not Qualified | Points detail status |
Group Excluded | Points detail status |
Not in current cycle | Points detail status |
Hotel Revenue Excluded | Points detail status |
Related Transactions | Points detail label |
Frequently asked questions
Outlined below are a list of frequently asked questions.
Is the Guest Portal required if we are not using the loyalty module?
The full guest portal, where members view reservations, credits, rewards, and manage their profile is only accessible to loyalty program members. However, guest portal setup configuration is required for all CRM instances because it controls the branding and custom contact fields used on the subscriptions page, the upsell page, and in profile management. These areas are guest-facing regardless of whether a loyalty program is active, so the configuration must be completed before any guest communications or pages go live.
Can we configure the portal in multiple languages?
Yes. Multiple brandings and languages can be configured. Use the multi language dropdown in each setup area to enter language-specific content, and use the built-in AI translation assistant to auto-translate content from your default language.
What is the difference between descriptions and custom menu?
Descriptions configure the content displayed for core portal pages such as reservations, rewards, and profile when a guest clicks on those menu items.
Custom menu allows you to add entirely new navigation items, including links to external URLs, text messages, or custom HTML content.
Can guests use the portal without joining a loyalty program?
No. The full guest portal is only accessible to loyalty program members. Guests must be enrolled in the configured loyalty program to log in and access portal features such as reservations, credits, rewards, tier status, and profile management.
How do we enable Facebook login for the portal?
Contact the SHR team and provide your brand's Facebook App ID and Secret. Once configured, the log in with Facebook button will appear on the portal sign-in screen. Only authentication details are shared; no personal data is passed from Facebook to the CRM.
How does a guest log in after registering with Facebook?
Guests may continue to log in using Facebook, or use the membership number and passcode that were automatically assigned to their profile during Facebook registration. Both methods are supported after initial registration.
A guest is receiving an error that their Facebook account does not exist. What should we check?
This typically occurs when the Facebook account was created less than one hour before the login attempt. Facebook requires a waiting period of up to one hour after account creation before it can be used to authenticate with other applications. Ask the guest to wait and try again.
What if Facebook registration does not capture enough guest data?
Facebook registration only collects first name, last name, and email. To gather additional profile data, send a welcome email directing the guest to complete their profile, or create a segment for newly enrolled Facebook members and target them with a campaign encouraging profile completion.
Can we control which fields guests are required to complete during sign-up?
Yes. In guest portal setup click custom contact fields, each field has a required checkbox. When checked, the guest must complete that field before they can proceed. Fields that are not marked as required are displayed but optional.