Skip to Content
Guests online

Guest experience: journeys, upsells, loyalty, complaints and satisfaction

The guest seen whole — stays, nights, lifetime revenue, loyalty tier, satisfaction, next arrival — and everything the property does around the stay: the messages a guest hears before, during and after, the offers made on the way in, the points earned on the way out, the complaint that is owned and answered by a deadline, and the survey that turns into a score.

For:Guest-relations officerFront-office agentGeneral managerReservations agent

Where:Guest Experience › Dashboard · Guest 360 · Birthdays · Journeys · Journey Messages · Upsells · Complaints · Satisfaction · Loyalty Cards · Configuration

The Guest Experience dashboard: in-house VIPs, upsells accepted this month, open complaints, NPS, queued messages, birthdays.
The Guest Experience dashboard: in-house VIPs, upsells accepted this month, open complaints, NPS, queued messages, birthdays.
Guest 360: every guest sorted by lifetime value, with tier, stays, nights and next arrival.
Guest 360: every guest sorted by lifetime value, with tier, stays, nights and next arrival.
A guest: the 360 page with stays, value, loyalty and satisfaction, and the smart buttons to everything about them.
A guest: the 360 page with stays, value, loyalty and satisfaction, and the smart buttons to everything about them.
Journeys: what a guest hears and when — by e-mail, SMS or WhatsApp.
Journeys: what a guest hears and when — by e-mail, SMS or WhatsApp.
Upsells on the board: offered, accepted, declined — accepting posts the charge on the folio.
Upsells on the board: offered, accepted, declined — accepting posts the charge on the folio.
Complaints by state, each with its owner, severity and deadline.
Complaints by state, each with its owner, severity and deadline.

Before you start

The property's e-mail address and phone (Property › Properties): they sign every message.
For a dry run, tick Simulate Journey Sending on the property — messages are rendered and marked sent without leaving the property.
The value of one loyalty point on the property (Value of One Point), used when points are redeemed.

How to

Read a guest at a glance

  1. Guest Experience › Guest 360: the list is sorted by lifetime revenue; filter VIP, Returning, In house, Arriving soon, Birthday this month, Loyalty members; group by tier or nationality.
  2. Open a guest: the 360 page shows stays, nights, last departure, next arrival, lifetime revenue, average spend per stay, points and tier, satisfaction and open complaints, with every stay listed underneath.
  3. The smart buttons open the guest's upsells, complaints, requests, journey messages, satisfaction scores and loyalty card.

Build a journey

  1. Guest Experience › Journeys › New: the property, the reservation kinds and segments it applies to (empty means all).
  2. Add steps: when (N days before arrival, on confirmation, at check-in, N days after arrival, at check-out, N days after departure, with a local send time), how (e-mail with a template or a text, SMS, WhatsApp), and the text with its placeholders — {first_name}, {property}, {arrival}, {unit}, {checkin_time}…
  3. Mark a step Marketing when it is not about the stay itself: it is skipped for guests who did not give marketing consent.
  4. Apply to Current Stays schedules the journey for the stays already on the books; from then on reservations plan their own messages as they are confirmed, checked in and checked out, and the daily run sends what is due.
  5. Journey Messages shows the queue: sent, queued, failed (no address, no number) and skipped; Send Now, Skip and Queue Again act on one message; the calendar shows the week.

Offer and accept an upsell

  1. Configuration › Upsell Offers: an upgrade (to which unit type), an early check-in or late check-out (at what time), a package, a transfer, a spa treatment — with its product, price (per stay, per night or per person), the unit types it applies to and the window around the arrival in which it is offered.
  2. On a stay, Offer Upsells creates every applicable offer; the Upsells board shows them offered, accepted, declined or expired (an unanswered offer expires after the hours set on the offer).
  3. Accept: the charge is posted on the stay's folio through the charge engine — the property's fees and VAT follow — and the offer takes effect: the ETA or ETD on the stay, or the move to the higher unit type at the contracted rate plus the supplement.

Loyalty points and tiers

  1. Configuration › Loyalty Program: the GoHotel Stays program earns points per night (the accommodation category rule) and per currency unit spent (the money rule); change the amounts there.
  2. At check-out the stay credits the guest's card: nights × points per night plus settled revenue × points per unit; the loyalty card's history keeps the statement.
  3. Configuration › Loyalty Tiers: Blue, Silver, Gold, Platinum with the points that reach them and the benefits the desk grants; Recompute Guests' Tiers after changing a threshold.
  4. Redeem Points on the guest posts a credit on an open folio at the property's value per point.

Own a complaint

  1. Guest Experience › Complaints › New: the guest and stay (the unit fills in), category, severity — the SLA follows it: critical 4 hours, high 24, medium 48, low 72 — the owner and what the guest reported.
  2. Investigate, then Resolve with the resolution and the root cause; Close when the guest has heard back. Overdue complaints are flagged on the board and on the dashboard.
  3. Compensation: enter the amount and Post Goodwill Credit — a negative charge on the stay's folio with the Goodwill product, VAT adjusted, once.

Satisfaction and NPS

  1. Every check-out invites the guest to the post-stay survey (Configuration › Post-stay Survey: five questions, the first the 0–10 recommendation question); the invitation is a journey message of channel e-mail.
  2. An answered survey becomes a score under Satisfaction; a score heard at the desk or read in an online review is entered by hand.
  3. The dashboard shows the NPS of the last 90 days — promoters (9–10) minus detractors (0–6) over all answers — and the weekly trend.

Birthdays

  1. Guest Experience › Birthdays: guests with a birthday in the next 30 days, in-house ones highlighted; the dashboard counts this week's.

Questions the desk asks

A journey step was sent to a guest who cancelled.

It is not: cancelling or a no-show skips every queued message of the stay. A message already sent stays sent.

Does WhatsApp actually send?

The message is rendered and handed to the WhatsApp connector (state Handed to WhatsApp); the connector delivers it when installed and connected. In simulation it is simply marked sent.

The upgrade re-prices the whole stay.

It does not: the stay keeps its contracted nightly rate as an override; the supplement is the upsell charge.

Can a compensation go on a closed folio?

No — the credit needs an open or settled folio. After departure, refund the guest through a payment instead.

See also: Guests and accounts Front desk: arrivals, in house, departures Folios, charges, payments and the city ledger

← Facilities and club memberships Distribution: channel manager, OTA bookings and iCal calendars →