Guests: analytics

Some useful statistics about your guests

Updated over a week ago

The Guests page gives you an idea about how many reservations you have, how usable they are, and the languages your guests speak. Also, your reservation data is broken down by various metrics.

Guests

Guests reservations chart

View your reservations daily, weekly, or monthly using the chart.

The yellow represents the total number of reservations Guest Engagement has; the green represents the reservations which have a usable email address.

Reservation stats

We also show some overall statistics about your reservations:

The important statistic here is the percentage of reservations with a valid email address.

In the majority of cases, you will never have 100% of reservations with a valid email address. There are a few reasons for this, including:

  • Group bookings, where you rarely have emails for each guest

  • Corporate bookings where the guest's email address isn't included

  • Duplicate email addresses. Guest Engagement detects duplicate bookings, or at least bookings which have the same details. We apply careful logic to ensure that only one email is ever sent!

Why this figure is so important

This is literally the number of guests you can reach. The lower this percentage is, the less effective Guest Engagement will be for your property!

So what is a good number and a bad number?

We're happy if this number is higher than 70%. Between 50% to 70%, we recommend taking action to improve. If your figure is less than 50%, we need to take some serious action!

What you can do to help improve this figure

The most actionable thing you can do to improve the number of reservations with emails is to collect email addresses at check-in. That way, at least you can still send guests your during- and post-stay emails.

Sometimes it's just the way it is

We have some properties where perhaps the majority of their guests are corporates, or groups, so the percentage remains low. Other hotels might see the percentage fluctuate throughout the year, depending if guests are travelling for leisure or not.

Every hotel is a little bit different. If you have any questions, please don't hesitate to reach out.

Segment data

You will then see a series of charts breaking down your reservations by the various data contained in them.

This includes things like language, length of stay, rate code, and so on. Note that the charts you will see will vary depending on your PMS.

Language breakdown

This chart is useful to see if there are any prominent languages your guests speak. If there is a language that represents 10-15% of reservations, we recommend activating that language in Guest Engagement (if it's one that is supported).

Keep in mind that if you contact a guest in their language, they will likely reply in that language, which could prove challenging if you don't have any staff who speak that language!

Of course, certain language speakers might not need their language. For example, German speakers typically have decent English abilities; so if you'd rather not go through the hassle of providing all the translations, you can probably get away with it.

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