Guest Portal
Your guests order room service, request towels, report issues, book tables, and chat with your team — all from their phone browser, the moment they check in.
The Problem
It's 10pm. A guest in Room 9 notices the bathroom tap is dripping. Not an emergency — but annoying enough that it'll keep them awake. They could ring reception. But they've already changed for bed, and honestly, they don't want to have a conversation about plumbing at this hour. So they don't report it. They stuff a flannel under the tap, sleep badly, and mention it in their review.
In Room 14, a couple is looking at the room service menu. They'd order — the burger sounds good — but they'd have to call down, wait for someone to answer, read the order out, hope it was heard correctly, and then wait with no idea whether it'll be 20 minutes or an hour. They decide it's not worth the hassle and go to bed hungry.
Down the corridor in Room 3, a guest needs extra pillows. It's a simple request. But it means picking up the phone, explaining what they need, and hoping the message gets passed to the right person. They tell themselves they'll ask in the morning. By morning, they've forgotten — but the stiff neck hasn't.
How It Works
No app store. No download. No account creation. They visit your hotel's subdomain and they're in.
Your guest browses the menu on their phone — food, drinks, and any other services you offer. They see photos, descriptions, prices, and dietary information. They add items, include special instructions, and submit.
Instant kitchen delivery — orders appear on the Kitchen Dashboard the same second they're submitted. No phone calls. No handwritten notes.
Dietary flags travel with the order — if the guest in Room 12 has a nut allergy, the kitchen sees that warning on every order they place.
Live order tracking — guests see their order move from received to being prepared to on its way. No calling to ask "how long?"
After placing a room service order, the guest doesn't need to wonder whether anyone got it. The portal shows the full lifecycle in real time — the same transparency they get from a Deliveroo order, applied to their hotel stay.
Five-step timeline — Pending, Confirmed, Preparing, Ready, Delivered. Each status updates automatically.
No calling to ask "how long?" — the guest can see their order moving through the kitchen without picking up the phone.
The dripping tap in Room 9? The guest opens the portal, taps "Report an issue," types a short description, and submits. Done in thirty seconds, from bed, without a phone call.
Automatic ticket creation — the request becomes a maintenance ticket with a timestamp, priority level, and assigned staff member.
Guest gets confirmation — they know their request was received, and they're notified when it's resolved.
Full audit trail — from guest to assigned engineer in seconds, with a paper trail the whole way.
Sunday morning. The lobby has a queue. Your guest is still in bed. They open the portal, see every charge from their stay, add a tip, and pay by card. Bill settled from the pillow — no queue, no waiting at reception.
Full bill visibility — guests can check their running total at any point during their stay. No surprises at checkout.
Secure Stripe payment — card payment with optional tip (10%, 15%, 20%, or custom) and email receipt.
Cash option available — for guests who prefer to settle at the desk. Express checkout is optional, not forced.
Sometimes a guest has a question that doesn't fit a form. "What time does the restaurant close?" "Can we get a late checkout?" They type a message, your team responds, and the conversation is logged.
No walking to reception in pyjamas — direct messaging from the portal, on the guest's terms.
Full conversation log — every message is recorded for context and accountability.
And More
Guests browse available time slots and book a table directly. They can pre-order from the dinner menu so the kitchen knows what's coming before they sit down.
Extra towels, another pillow, a sewing kit. The request goes to housekeeping as a task with room number and description — assigned, tracked, and completed.
Guests rate their stay and leave feedback during their visit — while you can still fix issues and turn frustrations into positive stories.
Guests update their allergies in the settings page. That information is shared with the kitchen on every order — automatically, for the rest of their stay.
WiFi network name and password with a one-tap copy button, plus front desk phone (click-to-call) and email. Eliminates the most common question reception fields daily.
In Practice
A couple's weekend stay, through the Guest Portal.
A couple checks into your hotel on a Friday evening. At reception, they're given the WiFi password and told about the guest portal: "Just go to grandhotel.prisma.cv on your phone — you can order room service, book a table, or request anything you need."
They settle into their room. At 7pm, one of them opens the portal on their phone. It loads in seconds — clean, simple, branded with your hotel's logo and colours. They browse the dinner menu, book a table for 8pm, and pre-order a bottle of wine for the table. The restaurant team sees the reservation and the pre-order immediately.
After dinner, back in the room, the other guest notices the shower pressure is low. They open the portal, tap "Report an issue," type "Low shower pressure in Room 22," and submit. A maintenance ticket is created, assigned, and confirmed — all before they've closed the browser.
Before checkout, they leave feedback through the portal: "Lovely stay. Breakfast was excellent. Shower pressure issue was fixed by the time we got back from dinner — impressive."
On Sunday morning, they open the portal one last time. They tap "Bill" and see every charge — room, dinner, room service, the wine. Total: £481.50. They tap "Express Checkout," pay by card with a 15% tip for the team, and request an email receipt. Bill settled. No queue at reception. They pack up, drop the key at the desk, and walk out.
At no point did this couple download an app. They didn't create an account. They didn't wait on hold. They didn't wonder if anyone got their message. They just used their phone, the way they use it for everything else in their lives. That's what no friction means.
Connected to Everything
The Guest Portal isn't a standalone tool that sends emails to your front desk. It's connected to every app in Prisma.
Room service orders arrive the instant they're submitted. Dietary flags from the guest profile are displayed on the order. The kitchen accepts, prepares, and marks it ready — the guest sees each status change.
Dining reservations and pre-orders appear immediately. The restaurant team knows who's coming, when, how many, and what they've ordered before the guest walks through the door.
Issue reports become tickets automatically — timestamped, prioritised, and assigned to available staff. No manual re-entry. No information lost between departments.
Amenity requests go directly to the housekeeping task list, assigned and tracked. Extra towels for Room 3 don't depend on a verbal message making it from reception to the linen cupboard.
Guest activity is visible to your front desk team. They can see what a guest has ordered, requested, or reported — useful context for check-in, check-out, and any face-to-face interaction.
Every order, request, ticket, reservation, and feedback item from the portal feeds into the manager's overview. Order volumes, maintenance trends, guest satisfaction scores — all visible in one place.
Tasks generated by the portal push to staff phones as notifications. A towel request triggers an alert for the nearest available housekeeper. Staff respond faster because they know about requests sooner.
This is what makes the Guest Portal more than a digital menu card. It's the guest's connection to your entire operation — and every department sees what they need to, automatically.
FAQ
Get Started
Every guest request that goes unasked is a missed opportunity — to earn revenue, fix an issue early, or make someone's stay better. The Guest Portal removes the friction.
No credit card. No contract. No setup fees. Full access to every feature — including the Guest Portal — at every tier.
Prisma is a UK hotel management platform with 10 purpose-built department apps. Pricing starts at £49/month for B&Bs, with every feature included at every tier.
