Every person staying overnight must be entered in the stay's guest register, one entry per guest, adults and children alike. Guests can register themselves before arrival through the guest portal, and staff can add or edit guests from the stay page at any time. A stay's registration is complete when the number of registered guests matches the stay's guest count.
Before arrival: the guest portal
Every stay gets a pre-arrival registration flow automatically. There is nothing to set up.
A few days before check-in, the person who booked receives an email with a secure sign-in link to the guest portal. The link opens their stay on their phone, where they add each guest under the Guests tab. When everyone is added, the portal shows "Ready for check-in".
The email goes out once per stay, and only when it is still useful. If the registration is already complete, or the booking has no usable email address, no email is sent.
A stay booked as part of a package asks sooner: the package email has a "Register your guests" section with the same link, from the moment the order completes. See Package email.
Taking a booking by phone? Press Send registration request while you are still talking. The guest has the link before they hang up.
Bookings from booking sites (OTAs) don't receive the automatic email. Booking sites hide the guest's real email address behind a relay that doesn't reliably deliver. These guests usually register at the desk on arrival, or you add their real email to the booking and send the registration request yourself from the stay page.
What guests fill in
Everyone gives a name and date of birth. The date of birth decides whether someone counts as an adult, child, or infant.
Adults also give an email address and, depending on the property's country and the guest's nationality, may need to give their home address, nationality, and an ID document (passport or national ID). SERVOS asks only for what the local registration rules require.
Children and infants are registered with name and date of birth only. If more was entered, SERVOS clears it, since contact and ID details are collected for adults only.
ID document numbers are stored encrypted and shown masked. Only the last three digits are visible.
On the stay page
The "Guests" card on the stay page is the register. It lists every registered guest and a badge counting progress, for example "2 of 4 added", whether the guests registered themselves in the portal or were added at the desk.
From the card you can:
- Send registration request: emails the booker a fresh guest-portal link.
- Add guest: register a guest directly, for walk-ins or anyone who didn't use the portal.
Both buttons are disabled once registration is complete. The stay header also shows a "Guest Registration Complete" or "Guest Registration Incomplete" badge.
At check-in
Checking in a stay with missing guests shows a confirmation step: "Not all guests have been registered. Check the guest in anyway?" You can proceed and complete the register afterwards. Check-in doesn't require the register to be complete, but the register must be completed for every stay.
Common questions
A guest says they registered, but the stay shows incomplete. Usually the booker added themselves but not their travel companions. Every occupant needs their own entry, so open the "Guests" card and add whoever is missing.
An adult guest has no email address. At the desk you can mark email as declined and register them without one. The guest portal always asks adults for an email, so guests can't decline it themselves.
Do children count toward registration? Yes. Every occupant needs an entry, including children and infants, with name and date of birth only.
Who receives emails? The booker receives the registration request. Other adults added with an email address receive a short notice that they were added to the stay.
How long is the data kept? The statutory details (date of birth, nationality, address, ID document) are deleted two years after check-out, or 30 days after a cancellation. The guest's name stays in the stay history.
