Guest Verification — ID, Selfie & Safety

Verification Steps

Each step is independently configurable per property:

1. Personal Information — Full name, phone, email, address
2. Government ID — Passport, driver's license, or national ID upload
3. Selfie Matching — Live selfie compared against the uploaded ID
4. Additional Guests — Primary guest registers all other guests
5. House Rules — Read and acknowledge property rules with signature

Phone Verification

When guests enter their phone number, the system automatically validates the format and sends an SMS verification code. If there's an issue with the phone number, guests see clear guidance:

• Invalid format: "That phone number doesn't look right. Please double-check the country and number."
• Cannot deliver SMS: "We couldn't deliver an SMS to this number. Try a different mobile number."
• Too many attempts: "Too many verification attempts for this number. Please wait a few minutes before trying again."

Guests can correct their number and try again immediately — no more getting stuck on mysterious errors.

[Screenshot: Phone verification form with country selector and helpful error message]

Configuring Verification

1. Open your listing in the CMS
2. Go to the Guest Portal tab
3. Under Verification, toggle each step on or off
4. Save

Full verification for high-value properties. Personal info + house rules for budget listings.

How Guests Complete It

Guests receive a portal link after booking. They complete each step on phone or computer. Progress is saved — they can leave and come back.

The phone verification step is now more reliable with better error handling, so guests won't get stuck if their initial number doesn't work.

Returning Guests

Guests who previously completed verification skip steps they've already done. Returning guests go straight to house rules acknowledgment.

What You See

Verification status and timestamps show in the reservation timeline. View uploaded IDs from the reservation detail panel.

Tips

• At minimum, require personal info and house rules
• ID + selfie significantly reduces problematic guests
• Additional guest registration helps with local regulations
• Keep house rules concise and specific
• Phone verification now handles international numbers more reliably

Common Questions

Q: What if a guest can't receive SMS verification? A: The system will clearly explain why (invalid number, carrier blocked, etc.) and prompt them to try a different mobile number. No more generic error messages.

Q: Can guests use international phone numbers? A: Yes, the system validates international numbers and provides country-specific formatting guidance when there are issues.

Q: What happens if verification fails? A: Guests see specific error messages explaining what went wrong and how to fix it, making it easy to complete verification successfully.