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Guest Engagement
94 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!
Guest activity
Guest activity before, during, and after guests' stay.
Feedback ratings listGuest sentiment, during and after their stay
Checkins list in Guest EngagementThis article focuses on what the Check-ins list is, and explains how you can access it.
Guest order listThis article explains how you can see a list of Orders for your property’s Offers and Room upgrades.
Analytics
Measure the performance of Guest Engagement
Guests: analyticsSome useful statistics about your guests
Emails: analyticsEvaluating the performance of the emails you're sending to guests
Feedback: analyticsChecking how much guests enjoyed their stay
Upsell: analyticsMonitoring and evaluating your pre-stay and upsell performance
Understanding your upsell performanceHow to interpret the performance of your offers
Understanding your email performanceA simple guide to help you understand if your emails are performing well
Demographic breakdown tabSee post-stay ratings by language and room type
Directory
Setting up your digital guest directory
Adding a new card to your DirectoryLearn how to add a new Info card to your property’s Guest directory.
Card types in your directoryThis article focuses on the types of Info cards you can add to your property's Guest directory.
Directory Module OverviewThis article presents an overview of the Guest directory, explaining what it is, where it is located, and how it works.
DirectionsAdd instructions on how to reach your property from various landmarks nearby
Additional servicesAdding the services available at your property to the Concierge
DirectionsAdvice for reaching your property
How to set your directory "live"This article explains how to set up your property’s QR code, through which your guests will access your digital Guest directory.
Making phone numbers clickable so your gets can easily make callsImprove the ease-of-use of your directory by ensuring that any phone numbers can be clicked.
Put a Google Maps link in your cardDon't just tell the guest the address - show them the way to get there!
Check-in
Allow your guests to provide their check-in data prior to arrival for a safer stay
An introduction to the check-in moduleLearn about how it works and the capabilities it has
All the question and answer types available on the check-in formThis article covers the various Preset questions and Custom questions that can be added to your property’s Check-in form.
What happens when the guest submits a check-in formThis article explains how you will be notified once the guest submits a Check-in form and how you can view the data the guest submitted.
Front Desk and Guest Engagement - Advanced Check-in
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..
Feedback
Exploring the feedback left by your guests from various sources.
Configuring Feedback module settingsDetermine if a guest should be sent directly to Tripadvisor, or if they should see your custom survey first.
Customising your guest surveyThis article explains how to configure your property’s post-stay and during-stay surveys.
The most useful survey questionsThis article lists some useful questions you can add to your property’s Post-stay feedback survey.
How to create a guest surveySee your guests' satisfaction level with each part of their stay.
Survey results tabAggregated results of your post-stay survey
How do I control when guests see my feedback survey instead of being sent straight to TripAdvisor?This is controlled by one setting.
Is it possible to send my guests to Google rather than TripAdvisor?Determining which platform guests are redirected to after giving you a positive stay rating
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
Guests
About your guests and reservations.
Guest list in Guest EngagementThe reservations that Guest Engagement has received from your PMS or CM
Mailchimp exportConnect Guest Engagement to Mailchimp, the world's biggest email marketing platform.
Add guestsThis article explains how to manually add guests and manage your guest data — from updating the Guest list to testing guest emails.
Messages listThe messages submitted by your guests are located here.
Settings
Change the way Guest Engagement works for your property.
System logThe electronic paper trail.
Settings: Controlling data sources in Guest EngagementControlling data sources in Guest Engagement
General settingsGeneral settings for your property, including those related to your address, language, region, and the appearance of your Concierge.
Email settingsThis article explains how to configure the email settings for your property.
Concierge settingsThis article explains what your property’s Concierge is and how to configure your property’s Concierge settings.
Setting Up Guest Engagement
All the most important things you need to know.
Set up the check-in form
Set up your digital guest directory
Set up your property settings
Setting up and managing upsellsLearn the basic steps on building offers, choosing questions, personalisation and segmentation for guests.
Set up your guest communication emailsLearn about the different types of emails and how to configure, preview and send emails
Set up guest feedback
Setting up SMSFollow these instructions to get everything up and running and start sending text messages to guests
Customising the Check-in moduleThis article explains how to configure the check-in module, check-in form, check-in email as well as the welcome and confirmation screens.
Setting up Guest EngagementOutline of all the features with instructions to set up and start seeing and enjoying all the great benefits of Guest Engagement.
Using other languagesThis article explains how to set up additional languages for your property.
Configuring Expedia to allow Guest Engagement emails to be sentWith one simple change, you can now reach all Expedia guests.
Guest Engagement setup checklistsGet a checklist for each Guest Engagement module so you don't miss anything as you set them up