All you need to know about Guest Insights

Updated 1 year ago | 5 min read

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

Go to Guest Insights

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In this article

Who can sign up?

Guest Insights is available to partners who got the following average scores in the previous quarter:

  • Maintain a guest review score of 8 or higher
  • A messaging reply score of 70% or higher

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

How do I sign up for Guest Insights? 

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

  1. Log in to the Extranet.
  2. Click Guest reviews, then Guest insights.
  3. Select the categories of guest info you’d like to access.
  4. Click Save.

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

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

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

How do I become eligible?

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

  • You received guest reviews that averaged 8 or more in the previous quarter
  • You replied within 24 hours to 70% or more of the guest messages 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 info, you’ll get an email notification. Click the link in the email to access the info they shared. 

To access this info from the Extranet, follow these steps:

  1. Log in to the Extranet.
  2. Click Reservations.
  3. Click the reservation you’d like to see insights for.
  4. If the guest shared Guest Insights, you’ll see the info displayed under the reservation details. Allergies are displayed above the guest’s arrival time. The rest of the categories are displayed below “Conversation with guest.”

Remember that we only start collecting insights on reservations made after you sign up. If you signed up for the program but haven’t seen any guest insights, it might be because none of your guests have shared this info 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 info after guests book their stays.

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

You can select which categories you want to collect info for.  You can also change your preferences on the Extranet’s “Guest insights” page anytime.

Do I have to pay for this data?

No, this program is free of charge.

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

Research shows that guests tend to expect a more personalized stay when they provide extra info about themselves. We recommend joining the program when you’re in a position to use this info to tailor stays to guests’ preferences. 

If there’s a time when you don’t have the capacity to personalize guests’ stays, we recommend opting out of the program during that period.

How do I opt out of Guest Insights?

  1. Log in to the Extranet.
  2. Click Guest reviews, then Guest insights.
  3. Deselect all categories of guest information.
  4. Click Save.

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