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How and when to contact guests

Updated 3 months ago | 4 min read time

Maintaining good contact with guests before, during and after their stay can not only help you plan more effectively, but provide them with a better stay. Here you can learn how to set the right expectations, share vital information and provide a consistently great experience.

If you can’t get in touch with a guest, let our Customer Service Team know and we’ll help you resolve any issues.

What’s in this article

Tips for contacting guests

It’s comforting for guests to know that partners are always on hand to answer questions or provide information. Here’s how to get the most out of contact with your guests

  • Reach out before their stay
    A welcoming message is not only a friendly gesture, it reassures guests that they’ve chosen the right place to spend their time away from home. Try providing details like check-in hours, directions and parking information.
  • Reply to messages quickly
    A swift reply goes a long way to creating a great experience. Save yourself time by setting up automatic replies to answer the most commonly asked questions. Your guest will receive an email and you can also include message templates to provide any additional information needed.
  • Create message templates
    The majority of communication concerns the same topics – for example, parking costs, luggage storage or how to reach the property. Respond to queries in a few seconds with message templates. To make things even easier, you can add placeholders for your guest’s name, check-in time and property name.
  • Keep track of your Reply Score
    We display a Reply Score in the Reservation messages section of your Inbox in the extranet. The sooner you reply to messages, the better your score will be. Partners with high scores tend to have lower cancellation rates and better reviews.

Contacting guests via the extranet

Here’s how to reach out to guests in the extranet:

  1. Log in to the extranet
  2. Go to the Reservations tab
  3. Click on the name or reservation number you want to contact and write a message under Conversation with guest
  4. Click Send 

If you’ve received a message or question from a guest, you can also contact them through your inbox: 

  1. Log in to the extranet
  2. Click on Inbox
  3. Click on Reservation messages
  4. Type your response to their message – you can also send pre-written message templates or attach images
  5. Click Send

Contacting guests via Pulse

You can contact a guest anytime using our Pulse app. Follow these steps to write a message to a guest on your mobile device:

  1. Open the Pulse app
  2. Tap on Bookings
  3. Tap the name of the guest you want to contact
  4. Respond under the Messages tab 
  5. Type your message or select a pre-written template 
  6. Press Send

It’s also possible to share images or locations using the Pulse app:

  1. Open the Pulse app
  2. Tap on Messages and select the guest you’d like to communicate with
  3. Tap the plus icon (+) 
  4. Choose from the options to add an image or share a location

Press Send

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