Secured Access to Guest Journey Link

Guest journey access with two-factor authentication for a more secure experience.

Introduction/Common Causes/Issues

The "Secured Access to Guest Journey" feature enhances security for guests accessing their reservation and stay details by requiring a confirmation number as a second factor. This guide explains how this feature works, its benefits, and the balance it strikes between user experience and security.

---

Table of Contents

• Feature Overview
• Guest Perspective
  • Option 1: Accessing via Magic Link
  • Option 2: Using the Find My Reservation Page
    • Handling Error States and Security Measures
  • Option 3: Login via User Account
• Conclusion
• Related Article(s)

---

Feature Overview

For secure guest journey access, users need:

• Primary Confirmation Number: The Reservation ID/number generated by the property management system (PMS) at the time of reservation creation, which remains constant throughout the booking's lifetime.

The primary confirmation number has to be included in the RESERVATION_CREATED notification setup within LIKE MAGIC

OR

• Secondary Confirmation Number: An optional booking ID from an OTA (e.g., booking.com) that must be shared as a external booking ID within the PMS. This feature is currently only supported with Apaleo. Mews and Opera Cloud will follow soon.

The secondary confirmation number is usually shared via OTA-specific notifications, which are outside the scope of LIKE MAGIC. 

Convenience: Once authenticated, guests remain logged in for 14 days past the checkout date on the same device and browser unless they clear their cache or use a different device/browser.

---

Guest Perspective

Option 1: Accessing via Magic Link (without user account)

For guests accessing their journey through a magic link shared within guest communications (e.g., reservation emails or messages) or manually by a hosting team member, the link provides contextual information about the reservation and guest identity. Therefore, only a confirmation number is required:

• Confirmation Number: This serves as the second factor for authentication and can be either:
  • Primary Confirmation Number: The PMS Reservation ID/number.
  • Secondary Confirmation Number: An OTA booking ID/number, when applicable.

Option 2: Using the Find My Reservation Page

For guests who are not already within the context of a reservation and access their journey via the general "Find My Reservation" page, the following information is required for authentication:

• Required Information: Guests must provide:
  • First Name
  • Last Name
  • Confirmation Number (Primary or Secondary)
• User Guidance: If guests cannot locate their confirmation number, they can click the “Can't find confirmation number? Click here” link, which redirects to the contact page for assistance.

Handling Error States and Security Measures

Option 3: Login by User Account

By default, a guest can create a user account where all pre-check-in data is stored, enabling a smooth and hassle-free experience for future stays.

• If a guest has an account, they can log in using their email and password.
• If enabled, social login options such as Google or Apple are also available.

---

Conclusion

By implementing this feature, we ensure that both guests and hotels are protected from unauthorized access, safeguarding sensitive reservation and personal information.

As a SaaS provider, we are committed to delivering solutions that make no compromises on security. This decision reflects our dedication to maintaining the trust of our users and hotel partners by creating a secure, reliable, and user-friendly experience. Security is our top priority, and this feature reinforces our commitment to providing the highest level of protection while continuing to enhance the guest experience.

---

Still Need Help?

If you require further assistance, please contact our support team.