Customer Support

Getting started with Guest Engagement

Everything you need to know about Guest Engagement to enhance your guests' experience and drive revenue beyond the room.

Guest Engagement

Outline of all the features with instructions to set up and start seeing and enjoying all the great benefits of Guest Engagement.

Setting up Guest Engagement

Guest Engagement: Set up your property settings.

Set up your property settings for Guest Engagement

Learn how to communicate with guests using automated scheduled messages and Messaging hub.

Set up Communication

Set up your digital guest directory

Set up the check-in form

Set up guest feedback

Learn the basic steps on building offers, choosing questions, personalisation and segmentation for guests.

Setting up and managing upsells

Get a checklist for each Guest Engagement module so you don't miss anything as you set them up

Guest Engagement setup checklists

Guest Engagement: video tutorials

All the most important things you need to know.

Setting Up Guest Engagement

Learn how to set up your property details, regional settings, and Concierge appearance in Guest Engagement.

Set up general settings in Guest Engagement

Notification settings for Guest Engagement

View the system log in Guest Engagement

How to set up additional languages and add custom translations for Guest Engagement.

Add languages and translations in Guest Engagement

Enable Guest Engagement messages to be sent to Expedia guests.

Ensure your Guest Engagement messages reach Expedia guests

Add the email domain @guestjoy.com to your connected OTAs' approved lists to ensure emails reach your guests.

Ensure Guest Engagement communications reach all OTA guests

Change the way Guest Engagement works for your property.

Settings

Communicate with guests using automated scheduled messages and Messaging hub.

Communication

Frequently asked questions about Messaging hub — a feature designed to streamline your conversations with guests in Guest Engagement.

Messaging hub: frequently asked questions

How to connect WhatsApp with Guest Engagement.

Connect WhatsApp in Guest Engagement

Create and manage WhatsApp templates to use via Messaging hub in Guest Engagement.

Create and manage WhatsApp templates

WhatsApp pricing: frequently asked questions

Streamline your conversations with guests in Guest Engagement.

Messaging hub

This article covers which scheduled messages you can send to your guests, and how to set them up.

Set up scheduled messages

How to customise scheduled messages — including the format and how to use guest reservation data.

Customise your scheduled messages

Set up sending rules for scheduled messages to determine when your scheduled messages will be sent, and to which guests.

Sending rules for scheduled messages

Learn how to send scheduled messages to specific guest segments.

Segmentation settings for scheduled messages

How to test your scheduled messages before sending them to guests.

Test your scheduled messages

How to optimise your Guest Engagement emails to achieve better open rates and engagement from your guests.

Improve your Guest Engagement email performance

How to set up scheduled messages in Guest Engagement to be sent when a reservation is modified.

Reservation update messages in Guest Engagement

Send a one-time message to selected guests in Guest Engagement.

Send an announcement to guests

Learn how to use announcement messages to communicate important information to your guests.

Use announcement messages

Control who receives your Guest Engagement emails by blocking specific addresses and domains.

Global exclusions

Follow these instructions to get everything up and running and start sending text messages to guests in Guest Engagement.

Set up and send SMS (text messages)

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

Scheduled messages

Overview of the Guest directory, explaining what it is, where it is located, and how it works.

Directory Module Overview

Learn how to set up and customise your property's digital Concierge web page and Guest directory.

Configure your digital Concierge and Guest directory

Learn about the different types of Info cards available in Guest Engagement to enhance your digital Guest directory.

Info card types for your Guest directory

Learn how to add a new Info card to your property’s Guest directory.

Adding a new card to your Directory

Add directions to your Concierge in Guest Engagement.

Directions for your Concierge

Add services that appear in your Guest Engagement concierge to help guests discover what's available during their stay.

Additional services for your Concierge

Learn how to help guests find your property by adding directions in your Guest Engagement Concierge.

Add directions to your Concierge in Guest Engagement

Add a Google Maps link to your Info cards. This makes it easy for guests to get directions from your property to nearby places.

Add Google Maps directions to your Guest directory

Help your guests make calls easily by adding clickable phone numbers to your  Info cards for your Guest Engagement digital directory.

Create clickable phone numbers in your Guest directory

Learn how to help guests access your digital Guest directory by setting up and displaying QR codes around your property.

Share your Guest directory with QR codes

Customising the Check-in module

Learn how to streamline your check-in process by collecting guest information before arrival with Guest Engagement.

Create a check-in form

This article covers the various Preset questions and Custom questions that can be added to your property’s Check-in form.

Choose questions for your check-in form

This 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.

What happens when a guest submits a check-in form

Allow your guests to provide their check-in data prior to arrival for a safer stay

Check-in

Guest Engagement — Set up when guests see your survey or Tripadvisor review options after their stay.

Manage guest feedback

How to set up your property’s feedback surveys in Guest Engagement.

Customise your feedback surveys

Find out how to create an effective post-stay feedback survey in Guest Engagement that helps improve your guest experience.

Create effective post-stay survey questions

Exploring the feedback left by your guests from various sources.

Feedback

Learn how to set up offers in Guest Engagement to enhance your upselling opportunities.

Create and manage upsell offers

Use Guest Engagement to create upsell offers that display in your Concierge to help increase guest revenue.

Add a new offer

How to add questions to your upsell offers in Guest Engagement.

Add questions to your upsell offers

Configure advanced settings for your Guest Engagement offers and room upgrades.

Advanced settings for upsell offers and room upgrades

Set up offers in Guest Engagement and set up segmentation to show the right offers to the right guests .

Control offer visibility with segments

Learn how to identify your key guest types and create compelling offers in Guest Engagement that match their needs and interests.

About creating targeted upsell offers

Learn how to structure your upsell messages in Guest Engagement to highlight your offers and increase guest engagement.

Make offers prominent in upsell messages

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

Upsell

View your guest feedback and ratings in Guest Engagement.

View received feedback in Guest Engagement

How to access the Check-ins list, which shows you all guests who completed their digital check-in form before arrival.

View returned check-in forms in Guest Engagement

View and manage all guest orders made through Guest Engagement's Concierge feature, including offers and room upgrades.

Manage orders in Guest Engagement

Guest activity before, during, and after guests' stay.

Guest activity

View guest analytics in Guest Engagement.

Guest analytics

Track how your Guest Engagement scheduled messages perform, understand open rates and click rates, and identify opportunities.

Analytics for scheduled messages

Track guest satisfaction ratings from post-stay feedback and identify trends by room type, language, and time period.

Feedback analytics

Track how your upsell offers perform, understand revenue patterns, and identify opportunities for your offers in Guest Engagement.

Upsell analytics

Measure the performance of Guest Engagement

Analytics

Add a guest in Guest Engagement

View guest list and profiles in Guest Engagement

View and respond to pre-stay messages that guests send through your Concierge page.

View guest messages sent through your Concierge

Export your guest list in Guest Engagement to Mailchimp.

Connect Guest Engagement to Mailchimp

Guests

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