13 — Guest Portal #

Public-facing surface untuk tamu: booking engine (search → book → pay), self check-in, in-stay companion, post-stay (review, loyalty). Mobile-first.

URL: pakai domain hotel sendiri (/, /rooms, /booking, /portal/...). Tidak ada sub-path /panel atau /admin.

1. Komponen #

2. Booking engine flow (booking utama) #

a) Search #

Form di homepage / sticky widget:

• Check-in date, check-out date
• Adults, children (with age tiers)
• Promo code (optional)
• Room count (default 1)

Validation: max stay 90 days, check-in >= today, check-out > check-in, dewasa >= 1.

b) Results #

• Available room types listed dengan: foto, nama, max occupancy, fasilitas key, price (BAR + service + tax breakdown), CTA "Book"
• Filter: price range, view (sea/garden/city), feature (smoking/non-smoking, breakfast included)
• Sort: price asc/desc, popularity
• Sticky summary di mobile: dates + nights + guests
• Multi-room: tab "Add another room" untuk booking >1 unit di transaksi yang sama

c) Checkout #

Single-page, vertical accordion sections:

1. Booking summary — non-editable, link "edit" balik ke search
2. Add-ons — breakfast, transfer, late checkout, extra bed (optional)
3. Guest details — primary guest: nama, email, telepon, KTP/Paspor (opsional pre-check-in), country, special requests free-text
4. Special requests — checkbox common (extra towel, rocking chair) + free-text
5. Promo / voucher — apply
6. Payment — BYOK PG redirect / embed / QRIS

Checkout = ATOMIC: reservation + folio created saat success payment callback, atau saat "pay later" untuk PG yang support deferred.

d) Confirmation #

• Confirmation number, QR
• Itinerary print-friendly
• Add-to-calendar links
• Email + WhatsApp (BYOK) auto-sent
• Link ke "Manage booking"

3. Manage booking #

URL /portal/booking/{ref}?token={one-time-secure-token} — token di-email/WA, valid 30 hari.

Aksi:

• Lihat detail (tanggal, kamar, total, payment status)
• Edit guest detail / add request
• Pre-check-in form (upload KTP/Paspor, signature digital)
• Cancel (kalau dalam policy) — auto-calc penalty + initiate refund
• Modify dates (kalau policy memungkinkan + ada availability + kalau gak ada penalty issue)
• Pay outstanding balance
• Download invoice PDF

Tabel booking_access_tokens (booking_id, token_hashed, expires_at, used_at).

4. Pre check-in #

Tujuan: kurangi antrean di front desk saat kedatangan.

Form online (sebelum tiba):

• Konfirmasi guest list (nama lengkap semua tamu)
• KTP/Paspor scan (per tamu) — camera HP, OCR auto-fill nama, tanggal lahir, no dokumen, kewarganegaraan
• Estimated arrival time
• Transport preference (need pickup? flight no, plate no kalau pakai mobil sendiri)
• Signature digital (e-registration card)
• Setuju syarat & kondisi hotel

Status reservation.pre_checkin_complete = true → di FO, kartu reservasi tampil "✅ pre-checkin done", staff tinggal verify dokumen + serahkan kunci.

5. Self check-in (kiosk / mobile) #

Kalau hotel pakai door lock integration:

• Tamu scan QR di lobby kiosk atau buka link mobile saat tiba
• Verifikasi dokumen (yang sudah di-upload pre check-in)
• Pilih kamar (kalau auto-assign offered alternative)
• Generate kode pintu (PIN, mobile key, or NFC)
• Selesai — masuk kamar

Phase 2, butuh integrasi lock (Salto/Onity/Vingcard).

6. In-stay companion (Phase 2) #

Setelah check-in, tamu dapat link /portal/stay/{token} (token unique per stay):

• Daily info hotel (jam breakfast, jam pool, jam shuttle)
• Request: extra towel, late checkout, room service, housekeeping
• Folio live view + add charges (room service from menu)
• Local guide (things to do, restaurants nearby — pSEO content)
• WhatsApp link to concierge
• Loyalty points earning (kalau member)
• Tip / service rating (saat departure)

7. Folio view #

URL /portal/folio/{ref} — tamu lihat tagihan running:

• Detail charges (room rate, service, PB1, F&B, laundry, dll)
• Payment status (paid, partial, outstanding)
• Pay outstanding via PG
• Download interim invoice
• "Settle now" untuk early checkout

8. Post-stay #

Review request #

Email + WA blast 24 jam setelah check-out:

• Link ke /portal/review/{ref}
• Rating (5-star), feedback per kategori (kebersihan, staff, lokasi, fasilitas, value)
• Public review (tampil di hotel page) atau private (hanya owner lihat)
• Insentif: diskon 10% next stay kalau review submit

Auto-share ke Google / OTA (P2) #

Kalau positif (>4 stars), prompt tamu auto-link ke Google review / TripAdvisor.

Loyalty enrollment / point credit #

Otomatis credit point untuk member, atau prompt enroll non-member.

9. Loyalty portal (P2) #

• Sign up / login (email atau OAuth Google/Apple/Facebook)
• Tier display (Silver / Gold / Platinum)
• Point balance
• Transaction history
• Member-only rate visible
• Redeem: free night, upgrade, F&B voucher

10. Gift voucher #

• Buy: pilih nominal (Rp 500k, 1jt, 2jt, custom) atau package (1-night stay, dinner-for-2, spa)
• Pay via PG
• Otomatis kirim e-voucher ke recipient via email/WA dengan kode unik
• Redeem: tamu booking + apply kode di checkout, atau staff scan QR di check-in

11. Multi-bahasa #

Default bahasa: detect dari browser Accept-Language, fallback id. User toggle di header [ID][EN].

Translatable string: di file lang/id.json, lang/en.json. Property-specific copy (homepage, room desc) editable di admin UI dengan kolom per locale.

12. Theme & branding #

Owner config di admin:

• Logo (header, footer, favicon)
• Color palette (primary, secondary, accent)
• Hero image / video
• About copy
• Custom CSS (advanced)
• Custom Footer (sosmed, alamat)
• Custom domain + SSL

Template baseline: 3 design preset ("Boutique", "Resort", "Modern") yang bisa di-pick + override.

13. Tracking / analytics #

Embed (BYOK):

• Google Analytics / GA4 ID
• Google Tag Manager
• Meta Pixel
• TikTok Pixel
• Custom script box (untuk Hotjar dll)

E-commerce events fired di booking flow: view_item, add_to_cart, begin_checkout, purchase.

14. Performance & SEO #

• Booking engine SSR (server-rendered) untuk SEO + LCP
• Critical CSS inline
• Image WebP/AVIF + lazy + responsive
• Preconnect/DNS prefetch ke CDN, payment provider, GA
• Core Web Vitals monitored
• Booking CTA above the fold

15. Security #

• Booking token hashed di DB, sekali pakai untuk action sensitif (cancel, refund)
• Rate limit: 10 booking attempt per menit per IP
• Captcha (BYOK Turnstile/hCaptcha) di checkout untuk anti-fraud
• PCI: card data tidak pernah hit server kita; via PG redirect/iframe/tokenization
• HTTPS enforced; HSTS preload-ready

16. PWA #

/portal/* route boleh di-install sebagai PWA — tamu tap "Add to Home" → app icon hotel di phone, akses cepat selama stay.

Phase 2.

17. Open questions #

1. Booking engine — single page (modern, app-like) atau multi-step (familiar)? Default: multi-step accordion di MVP.
2. Apakah pre-check-in mandatory atau optional? Beberapa hotel pengen mandatory untuk efisiensi.
3. Custom domain handling per tenant (SaaS) — pakai Cloudflare for SaaS atau setup manual ACME?
4. Apakah guest harus daftar akun untuk booking, atau guest checkout (no account) cukup? Default: guest checkout, optional account creation.