All you need to know about Guest Insights

Guest Insights is an exclusive programme for Booking.com partners, designed to help you deliver a better, more tailored stay for your guests. This free feature allows you to gather information about your upcoming guests’ preferences, such as dietary requirements, interests and past guest reviews.

 

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Who can sign up? 

Guest Insights is available to partners who achieve the following average scores for the previous quarter:

  • A guest review score of 8 or above
  • A messaging reply score of 70% or above

At the start of every quarter, we check which partners are eligible for Guest Insights.

How can I sign up to Guest Insights? 

If your property is eligible for this programme (see requirements above), follow these steps to access your Guest Insights:

  1. Log in to your Booking.com extranet.
  2. Click on ‘Guest reviews’, and select ‘Guest insights’.
  3. Select the categories of guest information you’d like to access.
  4. Click on ‘Save’.

Once you’ve signed up, any time a guest chooses to share this information with you, you’ll get an email notification which links to the guest’s reservation details.

Can I access this information through my property management system or channel manager?

At the moment, this feature is only available via the Booking.com extranet and Pulse app. We’re working on making it available to properties that use a PMS or channel manager.

How can I become eligible?

To become eligible for Guest Insights, you must meet the following criteria:

  • You have received guest reviews that averaged 8 or more during the previous quarter
  • You have replied (within a period of 24 hours) to 70% or more of the guest messages you received during the previous quarter 

If your scores are below these thresholds, check out these articles on how to improve your reply score and how to improve your guest review score.

I signed up but can’t see Guest Insights. What should I do?

Any time a guest shares information, you’ll get an email notification. Click the link in the email to access the information they’ve shared. 

If you’d like to access this information from the Booking.com extranet, follow these instructions:

  1. Log in to your Booking.com extranet.
  2. Click on ‘Reservations’.
  3. Click on the reservation you’d like to see insights for.
  4. If the guest has shared Guest Insights, you’ll see the information displayed in the Reservation details. Allergies are displayed above the guest’s arrival time, the rest of the categories are displayed below the ‘Conversation with guest’.

Bear in mind that we only start collecting insights on reservations made after you sign up. So if you’ve signed up to the programme but haven’t seen any guest insights, it might be because none of your guests have shared this information with you yet.

Note: At the moment, this feature isn’t available through channel managers or property management systems.

Will signing up have a negative impact on my conversion?

No, Guest Insights won’t affect your conversion. We only collect this information after your guest has booked a stay.

What should I do if I don’t want to receive all the categories for guest insights (allergies, dietary restrictions, age group, past reviews, interests)?

You can select which categories you want to collect information for.  You can also change your preferences in the ‘Guest insights’ page in the extranet at any time.

Do I have to pay to receive this data?

No, this programme is free of charge.

If I allow guests to share their preferences, will they have higher expectations for their stay?

We know from research that guests tend to expect a more personalised stay when they provide extended information about themselves. Therefore, we recommend that you join the programme when you are in a position to use the information to tailor the stay to the guest’s preferences. 

If there’s a time when you don’t have the capacity to personalise your guests’ stay, we recommend that you opt out of the programme during that time.

How can I opt out of Guest Insights?

  1. Log in to your Booking.com extranet.
  2. Click on ‘Guest reviews’, and select ‘Guest insights’.
  3. Deselect all categories of guest information.
  4. Click on ‘Save’.