How do I edit the order confirmation e-mail sent to guests?
To update the content of the order confirmation e-mail that guests receive when they order from the Concierge:
Go to Upsell > Settings > Order confirmation e-mail.
Under Confirmation messages > Order confirmed message, click Edit.
Update the subject line and message text.
Save your changes.
💡 Note that the rest of the e-mail content (guest details, order information) is populated automatically.
Who receives notifications when a guest places an order?
There are several ways to control which staff members receive notifications:
Main hotel e-mail: Set in Settings > E-mails > Hotel e-mail address
Alternative e-mails: Add under Settings > E-mails > Offer confirmations
Per-offer notifications: Set in the Advanced tab when editing specific offers
Separate multiple e-mail addresses with a comma. If you set alternative e-mails, the main hotel e-mail will not receive notifications unless you include it.
How do I stop a guest from receiving e-mails for their current stay?
To prevent a guest from receiving e-mails:
Go to Guests > Guest list.
Find the guest's reservation.
Click the Unsubscribe icon next to their name.
To view all guests including unsubscribed ones, toggle the View only e-mailable guests switch at the top of the page.
How can I tell if a guest has unsubscribed from your e-mails?
The easiest way to tell if a guest has unsubscribed from your e-mails is to check your guest list under Guests > Guest list. Look for a red icon next to the guest's name which indicates they have unsubscribed. You can also see when they unsubscribed in their Activity timeline.
How does Guest Engagement determine which language to show guests?
Guest Engagement detects your guest's preferred language through:
Reservation details
Browser language settings
E-mail provider settings
Guests can also manually select their language in the Concierge. Their choice will override all other settings.
What language will guests see if they speak a language that isn't active?
If a guest speaks a language that is not activated in Guest Engagement, they will see content in your default language (set in Settings > General). Guests can always choose a different language using the language switcher in the Concierge.
Why do I receive multiple e-mails when testing Guest Engagement?
When you send test messages while setting up Guest Engagement, you may receive several e-mails at once. This is normal — each test e-mail creates a temporary test reservation. Don't worry, this only happens during testing and doesn't affect your actual guest communications.
How do I activate a new language in Guest Engagement?
To activate a new language:
Go to Settings > General
Under Language and region, select the language you want to activate
Remember that you'll need to provide custom translations for:
Scheduled messages
Offers and upgrades
Check-in form content
Concierge content
Feedback surveys
💡 We recommend preparing all translations before activating a new language.
How do I control when guests see my feedback survey instead of being sent straight to TripAdvisor?
The setting that controls when guests should see your feedback survey is located under Feedback > Settings:
The default setting is Show the survey form for rating 3 and below, which means that if a guest rates their stay as negative (1, 2, or 3), they will see your survey prior to being redirected to TripAdvisor. Guests who rate their stay as positive (4 and 5) will be immediately redirected to TripAdvisor.
You can change this setting as desired, or disable it completely, meaning that all guests will be redirected to leave a review on TripAdvisor.
Can I direct guests to leave a review on Google?
To customize your review widget to direct guests to leave Google reviews:
Go to Feedback > Settings.
In the Review widget field, select Custom links.
Enter the Google review URL: https://search.google.com/local/writereview?placeid=
Search for your property on Google and copy your Place ID.
Add your Place ID to the end of the URL in the text box.
For multiple languages, use the same URL in each language box. Google will automatically display the review page in the guest's language.
Click Save changes.