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Guest Engagement
Guest Engagement
93 articles
Guest Engagement: frequently asked questions

Frequently asked questions about Guest Engagement.


How can I change the text of the Order Confirmation email?The email sent when a guest orders something from the Concierge.
How to send guests to an external booking platform from an offerUse these steps to have an offer in the Concierge, but when a guest clicks the CTA, they are redirected to another website
When a guest orders something, who will be emailed about it?There are many different ways to control who should be emailed when guests order from your Concierge.
How can I send multiple emails to one address for several reservations?Guest Engagement detects duplicate reservations to ensure multiple emails aren't sent, but you might want that. Here's how to do it.
If a guest speaks a language that isn't active, which language will they see?In the Concierge and emails they receive.
How can I tell if a guest has unsubscribed from receiving our emails?It's not common, but it happens.
How can I tell if an email has been sent to a guest?Here's where you can see which emails have been sent, and which are still to send.
How does Guest Engagement know which language to show to a guest?Lots of clever technology, but humans still have the final say.
How can I prevent a guest from receiving Guest Engagement emails for just one stay?Sometimes the situation might call for this easy fix.
How to prevent emails being sent to a regular guestSometimes, guests who stay with you regularly don't need to see Guest Engagement emails for every stay.
Why did I suddenly receive several Guest Engagement emails?Don't panic - your guests are more than likely not experiencing any issue at all
Does Guest Engagement receive Booking.com emails? Can we reach those guests?How Guest Engagement works with the biggest OTAs.
How do I activate a new language in Guest Engagement?And things to remember before you do so!
Upsell

Offers, upgrades, and setting up the Concierge page for your property.


How can I improve my upsell email click rate?The best tips on ensuring the best possible performance of your upsell email
How can I make offers more prominent in upsell emails?How to make your upsell content stand out more
Determine your property's personalityDefine your brand, tone of voice, and more, so that your offers are consistent
Identifying your guest personasUnderstand they types of people that stay with you, and for what reasons, in order to present the most relevant offers to them.
A really quick introduction to upsellingAn overview of the absolute best practice
Setting up offers: The essentialsThis article explains Offers, a critical upselling tool.
Adding a new offerThis article explains how to add a new offer, which will display in your Concierge.
Adding questions to your offersThis article explains how to add questions to your offer
How much detail should you include in your offers?Getting the balance right between too little and too much makes a big difference to the success of your offer.
Selling experiencesUtilise your property's personality to sell experiences to guests
How can I show offers to guests staying only on certain dates?Read up here on how to show offers based on a date range.
Advanced offer settingsThis article explains how to configure an offer’s Advanced settings.
Controlling offer visibility using SegmentationThis article explains how to configure an offer’s Segments settings to control offer visibility..
Emails

Setting up and managing your pre, during, and post-stay messages.


Should I send an email or a text message?Guidance on the best option to choose for guest communication
Email segmentationThis article explains how to configure a scheduled email to be sent to certain guests, by adjusting the email’s Segmentation settings.
Additional ways to personalise your emailsInclude more information from the reservation in each email.
An overview of email segmentationSegmenting your emails - what is it, is it useful for you, and should you do it?
Improving your email performanceBest practice advice to ensure you get the best possible performance with your emails
Creating pre-stay emailsThank your guests for booking their stay, present upsell opportunities to them, or provide them with useful information.
Creating during-stay emailsGet feedback from your guests while they are still at your hotel.
Creating post-stay emailsGet valuable feedback from your guests after their stay with you.
Notes on sending test emailsLearn how to send a test email and be aware of certain limitations when sending test emails.
Scheduled messagesAutomatically communicating with your guests.
Email customisation basicsThis article covers the components of a scheduled email, explaining the format and how to personalise an email using guest reservation data.
Overview of scheduled messagesThis article covers which scheduled messages you can send to your guests, and how to set them up.
Reservation update emailsLearn how to set up a scheduled email to be sent when a reservation is modified.
Sending rules for scheduled messagesLearn how to configure the Sending rules settings for scheduled messages.
Global exclusionsPreventing certain people or email domains from receiving your Guest Engagement emails
Practical examples of Announcement emailsLearn the many different ways you can utilise announcement emails at your property!
Using AnnouncementsSend a one-time email to a group of guests that you select