Your property lives at its own address. Every app opens on a dashboard; the app drawer groups them the way the property is organised — front office, operations, community, revenue, people.

Where:https://<your-property>.gohotel.goliveict.com

The app drawer: eight groups, one glyph per app — what you see follows your role.

The property dashboard you land on: occupancy, arrivals and departures, housekeeping, money, alerts.

Before you start

Your login

The e-mail address your administrator invited; the first password comes in the welcome mail and you change it on first sign-in.

Your role

The GoHotel Role on your user decides which apps you see and which dashboard you land on.

How to

Questions the desk asks

I cannot see an app a colleague has.

Apps follow the role. Ask your Property IT administrator to change the GoHotel Role on your user.

See also: The dashboards

The property at a glance when you sign in, and a dashboard as the first menu of every app: cards with today's numbers, charts for the month, lists of what needs a hand.

Where:Dashboard, and the first menu of each app

Every card is a click away from the list behind it.

The Reservations dashboard: arrivals ahead, sources, rate plans, today's list.

How to

Questions the desk asks

A card is missing.

A card only appears when its pack is installed and you may read its records.

See also: Signing in and finding your way

Everything hangs off the property: buildings and floors, unit types with their occupancy and rack rate, units with their housekeeping and occupancy state, bookable spaces, departments with their cost centres, seasons, and the fee rules that turn a room rate into a guest's total.

Where:Property › Properties · Unit Types · Units · Spaces · Fee Rules · Configuration

The property: operation, fees and VAT, contact, licensing, buildings and departments.

The units with their housekeeping and occupancy state.

Before you start

The company's country and its chart of accounts (VAT taxes) in Accounting.

How to

Questions the desk asks

We run a hotel and a village in one company.

Two properties in one database, each with its own units, rates, business date and fee rules; one accounting.

A unit is out of order for a week.

Set it out of order with the dates and the reason (or let a maintenance request do it); availability skips it and the tape chart hatches it.

See also: Guests and accounts Rate plans, rates, restrictions and allotments

A guest profile is the person as the ID document spells them — that is what the police list needs. An account is a company, agent, tour operator or OTA with negotiated terms: rate plan, commission, credit limit, bill-back.

Where:Guests › Guests · Accounts · ID Documents

A guest as the ID document spells them, with preferences, VIP and consent.

Companies, agents, tour operators and OTAs with their terms.

How to

Questions the desk asks

The guest is blacklisted — can we still book?

A manager can; the reservation warns and refuses to confirm without the override.

Who is a "Guest" in Contacts?

The contact tag is set automatically from the guest profile, the ownership and the accounts; tags you add by hand are never touched.

See also: The property, its units and its fee rules Reservations and the tape chart

A rate plan is a way of selling — BAR, corporate, tour-operator contract, package, non-refundable, long stay — with a board basis and a policy. Rates are prices per unit type over dates and weekdays; the most specific row wins. Restrictions, yield rules, allotments, packages, extras and promo codes complete the picture.

Where:Rates › Rate Calendar · Rate Plans · Rates · Restrictions · Allotments · Packages · Extras & Child Policy · Promo Codes

The rate calendar: unit types × nights for one plan; click a cell to override a night.

A rate plan: kind, board, policy, derivation, and its dated rate rows.

Before you start

Unit types under Property.

Booking policies under Rates › Configuration.

How to

Questions the desk asks

Which price does a stay get?

The plan's dated row for that night and unit type (the shortest matching range wins), else the parent plan's price with the derivation, else the unit type's rack rate; then extra persons, yield and the child policy.

Can the price be typed on the reservation?

Yes — Nightly Rate Override on the line replaces the plan for every night of that stay.

See also: Reservations and the tape chart The property, its units and its fee rules

A reservation is one booking; each line is one unit for a range of nights with its rate plan, board, guests and guarantee. The tape chart shows every unit and every night — drag a stay to another unit or day, click a gap to book it.

Where:Reservations › Reservations · Reservations › Tape Chart · Reservations › Group Blocks

The tape chart: every unit, every night; drag a stay to another unit or day.

A reservation: who, terms, one line per unit stay, the estimated total with fees and VAT.

Before you start

Unit types and units exist under Property.

At least one rate plan under Rates (the default plan is pre-selected).

Booking policies under Rates › Configuration decide guarantees, cancellation and no-show fees.

How to

Questions the desk asks

Why can I not confirm?

The unit type has no availability for one of the nights, a restriction applies (minimum stay, closed to arrival, stop-sell), or the guest is blacklisted. The message names the night and the rule.

Where do I see who sent the booking?

Source (website, phone, Booking.com…) and Segment (leisure, corporate, tour operator…) on the reservation; the dashboards chart both.

See also: Rate plans, rates, restrictions and allotments Front desk: arrivals, in house, departures Folios, charges, payments and the city ledger

The desk works stays, not reservations: today's arrivals, who is in house, today's departures. Check-in captures identity, signs the registration card and issues the key; check-out settles the folio and issues the invoice.

Where:Front Desk › Arrivals · In House · Departures · Walk-in · Guest Requests · Lost & Found

Check-in: the unit, the identities, the registration card, the key, the deposit.

Check-out: the balance, the payment or the bill-back, the invoice, the key.

Before you start

Registration card wording under Property › Configuration › Settings.

Payment methods and their journals under Billing › Configuration.

Units clean and inspected by housekeeping.

How to

Questions the desk asks

The guest lost the key card.

On the stay's Desk tab mark the key Lost and issue a new one; a lock connector deactivates the old card when one is installed.

Can the guest leave without paying?

Only through a bill-back to a company account that allows it, within its credit limit. Otherwise the check-out refuses until the balance is settled.

See also: Reservations and the tape chart Folios, charges, payments and the city ledger Housekeeping

One folio per stay collects every charge — room nights and their fees from the night audit, restaurant cheques, minibar, spa, damages. Deposits and payments settle it; the invoice is the accounting document; companies and agents are billed back through the city ledger.

Where:Billing › Folios · Charges · Payments · Deposits · Cashier Shifts · City Ledger · Agent Commissions

A folio: charges with their fee lines, payments, deposits, windows and routing.

The city ledger: folios billed back to companies, agents and operators.

Before you start

Fee rules on the property (a country preset: Egypt, Saudi Arabia, Dubai, Abu Dhabi).

VAT on accommodation on the property.

Payment methods with journals; a cash and a bank journal in Accounting.

How to

Questions the desk asks

Why does the folio total differ from the reservation estimate?

The estimate uses today's rules; the folio posts each night with the rules and rate of that night, plus whatever was consumed.

A charge is wrong and already invoiced.

Issue a credit note from the invoice; the charge cannot be cancelled once invoiced.

See also: The night audit and the business date Front desk: arrivals, in house, departures

The property runs on a business date, not the clock. The audit settles no-shows, posts one night to every in-house stay with the fees of the day, checks housekeeping against the front office, freezes the manager's report and rolls the date forward — unattended at the audit hour, or by hand.

Where:Billing › Night Audit · Property › Properties (business date, audit hour)

A night audit: the steps, the exceptions, the frozen numbers of the day.

Occupancy and room revenue by business date.

Before you start

Audit hour and timezone on the property.

Every stay for tonight checked in (arrivals that did not come are marked no-show by the audit).

How to

Questions the desk asks

The audit ran twice.

It cannot: an audit is one per property and business date, and a rerun after a failure posts nothing twice.

Can I post to yesterday?

Charges carry the business date; a manual charge can be dated to the day it belongs to before the month closes in Accounting.

See also: Folios, charges, payments and the city ledger Housekeeping

The morning sheet is built from what the front office knows — departures, stayovers, arrivals — one sheet per section, shared between its attendants. Finish a task and the unit turns clean; pass an inspection and it is ready to sell. Minibar postings go straight to the folio.

Where:Housekeeping › Unit Status · Housekeeping › Today's Tasks · Housekeeping › Task Sheets · Housekeeping › Inspections · Housekeeping › Minibar

The unit status board: dirty, clean, inspected, out of order — with the quick buttons.

Today's tasks by attendant, from the sheet generated at dawn.

Before you start

Sections

Housekeeping › Configuration › Sections: one per floor, wing or row of chalets — its supervisor, its attendants, its units (or whole floors). Tick "Skip inspection" for sections where a finished clean is enough.

Checklists

Housekeeping › Configuration › Checklists: what a clean unit looks like, per task type or unit kind; mark the items that fail the unit on their own as critical.

Public areas

Housekeeping › Configuration › Public Areas: lobby, pool deck, beach, corridors, with a frequency. Their rounds land on the board every morning.

Minibar and par levels

Housekeeping › Configuration › Minibar Items and Par Levels: the products, their par per unit and their minibar price.

How to

Questions the desk asks

A unit checked out after the sheet was built — is it missed?

No. Every check-out creates today's departure (or turnover) task on the spot and puts it on the section's sheet.

Why does a chalet get a "turnover" instead of a "departure"?

Self-catering units — chalets, villas, apartments — take a deeper clean between guests; the task carries 1.5 credits instead of 1.0.

Who can post a minibar?

Housekeeping and the front desk. F&B can read the postings; only the folio can cancel an invoiced one, by credit note.

See also: Front desk: arrivals, in house, departures The dashboards

Staff are named users with a GoHotel Role; guests, owners and residents are portal users and are never counted. The Subscription screen shows how many users and units the plan allows.

Where:Settings › Users · Settings › Subscription

Users: one GoHotel Role per person grants the groups and sets the start page.

How to

Questions the desk asks

We were blocked adding a room.

The plan's unit cap is reached. Archive units you no longer sell, or upgrade the plan; the caps are set by Go Live at provisioning.

See also: Signing in and finding your way

Work orders on units, spaces and plant; the unit taken out of order while the job runs; damage charged to the guest or billed back to the owner; contractor jobs with a vendor bill; equipment by unit; and the engineering log book with limits that turn a bad reading red.

Where:Maintenance › Maintenance Requests · Maintenance › Out of Order · Maintenance › Engineering Logs

Work orders by stage; a blocking one takes the unit out of order.

Engineering logs: pool chemistry, tanks, generators, cold rooms.

Before you start

Equipment categories

Maintenance › Configuration › Equipment Categories — HVAC, Plumbing, Electrical, Pool & Water, Kitchen, Lifts, Generators and Furniture are there; add your own.

Equipment

Maintenance › Equipment — register the plant and the unit assets; set the property, the unit or the space and the asset kind.

Log templates

Maintenance › Configuration › Engineering Log Templates — check the limits (pool pH 7.2–7.8, cold room 1–5 °C…) and add what your technicians read on their rounds.

Access

Give the engineering team the Maintenance & Engineering access right; the front desk needs nothing more to raise requests.

How to

Questions the desk asks

The unit is occupied and the AC has failed — can I put it out of order?

Yes. The window opens and the front desk sees the unit is out; move the guest with Move Unit on the stay. The stay itself is not touched.

Why did the unit come back as dirty and not clean?

Every unit that returns from a job needs a housekeeping pass before it is sold again; housekeeping cleans and inspects it as usual.

Two requests block the same unit — what happens when one is repaired?

They share one window. It closes only when the last open request that blocks the unit is done or cancelled.

What counts as a lost room-night?

Every night of the window, first and last day included; when a window is closed early the end date moves to the day it was closed.

See also: Housekeeping Front desk: arrivals, in house, departures The dashboards

Every outlet is an Odoo Point of Sale tied to the property and a revenue department. A cheque is settled like any other — cash, card — or with Room charge, which finds the in-house guest by room number, name or reservation and posts the cheque to the folio; the guest settles it at check-out.

Where:Point of Sale › Dashboard (the outlet) · Point of Sale › Room Charges

Outlet cheques charged to rooms, settled on the folio at check-out.

Outlets: each point of sale knows its property and department.

Before you start

The outlet

Point of Sale › Configuration › Point of Sale: open the outlet, fill the Hotel group — property, revenue department, outlet type — and add the "Room charge" method to its payment methods.

Prices and taxes

Outlet products carry VAT (and the service charge, when it is a tax) as POS taxes; leave "Apply property fee rules" off unless the outlet prices are net.

How to

Questions the desk asks

The guest is not in the list.

Only checked-in stays of the outlet's property appear. A guest who has not checked in yet, or who has checked out, cannot be charged — take another payment.

Validate says "Choose the in-house stay".

A Room charge line exists but no stay is chosen: tap the yellow line under the payments and pick the guest.

Is the sale booked twice?

No. The POS books the revenue and the VAT when the session closes; the folio line is marked "settlement only" and is never invoiced again — it only settles the amount at check-out.

See also: Reservations and the tape chart The dashboards

Every check-in writes one registration row per occupant, spelled as the ID document spells them. The desk collects the rows into the list the authority wants — the daily tourism-police list and the monthly Ministry list in Egypt, Shomoos check-in and check-out in Saudi Arabia, the Dubai Police export in the UAE — exports the file, and records what came back. Licences warn before they lapse; fee returns sum the tourism, municipal and city-tax lines of the period.

Where:Compliance › Guest Registrations · Compliance › Lists & Batches · Compliance › Licences & Permits · Compliance › Fee Returns

One registration per guest per stay, validated for the police list.

A daily list: collected, exported in the authority's layout, submitted, acknowledged.

Before you start

Property › Properties: fill the Tourism Registration No. — it prints on every list.

Compliance › Configuration › Settings: the retention window (years) and the default purpose of stay.

Settings › Technical › Scheduled Actions: switch on “daily police list (Egypt)” to export yesterday's list every morning.

How to

Questions the desk asks

Why does a guest with a valid passport show “The name must carry four parts”?

Only Egyptian nationals need the four-part name. Check the nationality on the guest profile.

Who can see an ID scan?

Front desk, reservations, guest relations and managers. Open it through “Open scan (logged)” — every view is written to Compliance › Configuration › ID Scan Access Log.

A list was exported with a wrong row. Can I redo it?

Yes — Reset to Draft on the batch (unless it was acknowledged), fix the guest, Collect and Export again.

See also: Front desk: arrivals, in house, departures Guests and accounts The dashboards

The people side of the property inside the Employees app: a duty roster by shift with swap requests, the monthly service-charge pool split by points and days worked and pushed to payroll, tips, and the certificates the inspectors ask for — with reminders before they expire.

Where:Employees › Duty Roster · Employees › Shift Swaps · Employees › Service Charge Pool · Employees › Credentials

The duty roster on the calendar.

The service-charge pool: the month's 12 % split by points and days worked, pushed to payroll.

Before you start

On each employee, Work tab › Hotel: the property, the outlet they work in, whether they share in the service charge and their points (1 line staff, 1.5 supervisor, 2 head of department).

Payroll › Salary Structures: add the rule "Service Charge" (code SVC) to your structure once; the pool fills the SVC input of each draft payslip.

The attendance app is the source of days worked; without it the roster counts, and without a roster every calendar day counts.

How to

Questions the desk asks

Why is someone missing from the pool?

Their Service-Charge Eligible box is off, or they belong to another property. Employees with no property are included in every property's pool of their company.

The collected amount looks old.

The pool reads the folio charges when it is computed; press Refresh Amounts or Compute again after the night audit.

Can an employee see the whole roster?

Everyone sees their own lines and their own swap requests; HR users and the hotel manager see all of them.

See also: Users, roles and the subscription The dashboards

Every tenant has a public site at its own address, drawn from the records the property already keeps: the property's tagline, palette and contact, its unit types with their descriptions, amenities and prices, its published spaces and outlets. The booking page asks the same availability service and rate plans the front desk uses, quotes the total with service charges and VAT, and creates a real reservation the desk confirms — or confirms it on the spot when the property chooses so.

Where:Property › Properties › Website tab · Property › Unit Types (Sell online) · Property › Spaces (On the Website) · the site itself at /

The home page: the hero, the booking widget, rooms and suites, the resort, dining and how to find the property.

Rooms & Suites: every unit type sold online with its facts, amenities and the lowest all-in price of the coming fortnight.

The booking page for a stay: what is free for every night and the total the guest will really pay.

Before you start

On the property: tick On the Website, write the tagline and the intro, pick the two colours, choose Request to book or Confirm instantly, and the hold hours. A hero photograph and a logo are optional — without them the site draws its seaside illustrations.

On each unit type: Sell online, a short description, the description, the amenities and an image. On each space you want shown: On the Website and a one-line blurb.

A rate plan sold online (the default plan, or BAR): the site quotes its prices. Restrictions and minimum stays apply to the site exactly as to the desk.

How to

Questions the desk asks

The site shows an illustration instead of our photos.

Upload the photographs: the hero on the property's Website tab, one per unit type (its image) and per space. The illustrations only fill the gaps.

Can guests pay online?

Not yet: nothing is charged on the site. The desk takes a deposit or a card on file when it confirms; card capture at booking arrives with the payment connectors.

We run two properties in one company.

Publish both: the site lists the accommodation of each, the booking widget lets the guest choose the property, and the first published property gives the site its colours and contact.

Where do web bookings show?

Reservations with source Website; the property form has a Web Bookings button. The chatter of each records who booked it and from where.

See also: Reservations and the tape chart Rate plans, rates, restrictions and allotments The property, its units and its fee rules

From the first phone call to the settled folio: an inquiry held as tentative with an option date, made definite with a master folio, its sessions booked in the function rooms with a setup and times, catering and equipment lines, a deposit schedule, the room block for the guests, the function sheet the kitchen and the set-up crew work from, and the close that invoices or bills back the folio.

Where:Events › Dashboard · Events · Calendar · Sessions · Catering Menus · Reports · Configuration

The Events dashboard: inquiries to answer, options expiring, definite this month, revenue on master folios, deposits due.

Open events by status, kind, client and dates.

An event: client, dates, sessions with setup and times, catering and equipment, deposits, the master folio.

The event calendar, coloured by status.

Availability: every function room and meeting room by day and week.

Before you start

Spaces

Property › Spaces — every function room, meeting room, garden and restaurant that can be booked, with seated and standing capacity, the setups it offers and its hourly and daily rate. The rate is the suggested space hire on a session.

Catering menus

Events › Catering Menus — set menus, coffee breaks, beverage packages, cakes, audio-visual, staging and staffing are products in the Banquet category; prices are per person or per unit and carry the VAT of the product.

Room setups

Events › Configuration › Room Setups — theatre, classroom, banquet, U-shape, cocktail and boardroom are there; add your own.

Department

Events › Configuration › Departments — an Events & Banquets department is created for the property the first time a charge is posted; give it a cost centre so event revenue is reported on its own.

Access

Give the coordinators the Events & Banquets access right; reservations agents can already open and edit events.

How to

Questions the desk asks

The client wants a space we have not set up as bookable.

Property › Spaces: any function room, meeting room, garden, restaurant or "other" space of the property can carry a session; cabanas, courts and pools belong to Facilities.

Why is there no service charge on the event charges?

Event charges are posted with the kind "Events & banquets"; the fee rules of the property decide which kinds they apply to. Under the Egyptian preset the service charge and city tax apply to rooms and F&B; a rule set to "all charges" applies to events too.

Can a deposit taken on a reservation count?

Yes — pick it in the Reservation Deposit column of the instalment; the line shows as received on the deposit's date.

A session runs past midnight.

Enter it as it is — 19:00 to 01:00 — it ends on the following day and the calendar draws it across midnight.

Where does the revenue go?

On the master folio, in the Events & Banquets department, with the VAT of each product; the invoice carries the department's cost centre.

See also: Reservations and the tape chart Folios, charges, payments and the city ledger The property, its units and its fee rules The dashboards

One queue for everything a guest, an owner, a resident or a colleague asks for or complains about — at the desk, by phone or e-mail, from the portal, the app or WhatsApp. A ticket knows the property, the unit and the stay; its category hands the work to housekeeping, maintenance or the front desk and follows it to Resolved; every category has a response and a resolution target on a 24/7 clock, and the dashboard shows what is breaching.

Where:Help Desk › Dashboard · Tickets › Board · All Tickets · Configuration › Categories · Teams · SLA

The Help Desk dashboard: open tickets, SLA breaches, first-response time, what sits with housekeeping and maintenance.

The ticket board by stage; a red badge marks a breached target, a blue one work handed to another department.

A ticket: the stay, the unit, who raised it, and the smart buttons to the task or work order it became.

Categories with their hand-off, default team and priority.

Before you start

Help-desk access rights for the people who work tickets (User: personal tickets, User: team tickets, User, Manager) — the GoHotel roles give them to the front office, guest relations, community and owner relations.

Help Desk › Configuration › Teams: Front Office, Housekeeping, Engineering, Community Management and Owner Relations are there; add the members of each so tickets can be assigned to them.

Help Desk › Configuration › Categories: the twelve categories with their hand-off, default team and priority — rename, add or switch a hand-off off.

Help Desk › Configuration › SLA: the response and resolution targets by category, measured on the 24/7 help-desk calendar.

How to

Questions the desk asks

The task is done but the ticket is still open.

The ticket resolves when the record is completed in its own app — the task marked Done, the request moved to Repaired, the trace ticked. A record closed some other way leaves the ticket to the desk: move it to Resolved by hand.

What is the difference between Resolved and Done?

Resolved is where a completed hand-off puts the ticket: the work is done and the person told. Done is the desk closing it after the person confirmed. Both are closed stages; a ticket already closed is never moved by a late task.

Who can see a ticket?

The help-desk access levels decide: personal tickets, the team's tickets, or all of them. Every internal user sees the tickets they raised or follow; a portal user sees their own.

A resident wrote on WhatsApp.

The assistant raises the ticket with the source WhatsApp and the resident as the contact; it is routed by its category and answered from the help desk like any other.

Can a category go to a different team in one property?

A team can be limited to a property (Configuration › Teams › Property); pick that team on the ticket, or make a category per property with its own default team.

See also: Front desk: arrivals, in house, departures Housekeeping Maintenance and engineering The dashboards

Courts, cabanas, pool slots, meeting rooms, the clubhouse lounge and gym classes are booked by the slot — for an in-house guest, a club member, a resident or an owner. The facility carries the rules: slot length, opening hours, capacity per slot, booking window, weekly quota and a price per audience. A guest's slot is charged to the folio, a member's, resident's or owner's slot is invoiced, a membership entitlement makes it free; a no-show posts the fee the same way.

Where:Facilities › Dashboard · Book a Slot · Bookings · Calendar · Facility Board · Memberships · Configuration

The dashboard: today's bookings, this week's utilisation, no-shows, memberships and the two revenue lines.

The week by facility — one colour each; click a slot to open the booking.

The facility board: today's bookings by facility, who is due, who is in, who did not come.

A booking: the slot, who it is for, the audience and the price, and where the money went.

The membership register: holder, plan, validity, invoice and the expiring ones highlighted.

The facilities with their slot length, capacity, hours and prices per audience.

Before you start

Spaces under Property › Spaces — a facility books a space (a class can share the gym with another class).

A service product per price: the taxes on the product are the VAT on the charge and on the invoice (Facilities › Configuration › Products).

The property's fee rules decide whether a service charge applies to facility charges — a rule that applies to "every charge" adds it, a rooms-and-outlets rule does not.

How to

Questions the desk asks

Why did the court booking carry no service charge?

Fees follow the property's fee rules. The Egypt preset applies the service charge to rooms and outlets; add a rule that applies to every charge, or one for the recreation department, and the engine adds it — the module never computes a fee itself.

Can two parties share a slot?

When the capacity counts people, yes — up to the capacity; a court or a cabana booked as a whole holds one party per slot.

A resident is not the owner of the unit.

Pick the unit anyway: a booker who is not the unit's owner is a resident and pays the resident price; when the Community pack is installed its resident register is read as well.

Where is the revenue?

Facilities › Dashboard shows facility revenue (folio charges and invoices, net) and membership revenue for the month; Accounting has the invoices, and the folio charges reach the invoice at check-out under the Spa & Recreation department.

See also: Folios, charges, payments and the city ledger The property, its units and its fee rules

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.

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.

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.

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.

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

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

One connection per counterparty. The Channex connection pushes availability, rates and restrictions to Booking.com, Expedia, Agoda, Airbnb and the rest, and turns their booking revisions into reservations with the right source, account, rate plan, nightly prices and guarantee. An iCal connection trades a calendar per unit with Airbnb or Vrbo — the free tier for a village chalet. Simulate mode shows the whole flow before a single credential exists.

Where:Distribution › Dashboard · Connections · ARI Queue · Channel Bookings · iCal Feeds · Configuration

The dashboard: connections, the ARI queue, bookings and revenue by channel.

A Channex connection: mode, credentials, the webhook URL, mappings and its log.

The outbound queue: what changed, when it was sent, and the payload that went.

Booking revisions as the channels sent them, and the reservations they became.

Export and import calendars per chalet.

Before you start

Unit types and rate plans under Rates.

The OTA sources and accounts under Guests › Accounts (Booking.com, Expedia, Agoda…) with their commission.

For a live Channex connection: the Channex API key and the property ID from the Channex back office.

How to

Questions the desk asks

Which price does an OTA booking get?

The channel's price for each night, in the property's currency; the rate plan is only the fallback for nights the channel did not price.

Does a booking taken at the desk reach the OTAs?

Yes — every stay created, confirmed, moved, checked in, cancelled or no-showed queues an availability delta for its unit type and dates.

We have no worker for background jobs.

Leave Dispatch on "every five minutes, batched": the scheduled action sends the queue, applies received bookings and reads the calendars.

SiteMinder?

On the roadmap; the connection kind exists but cannot be connected yet.

See also: Rate plans, rates, restrictions and allotments Reservations and the tape chart The property website and online booking

Every person and vehicle the gate lets in carries a pass: a QR token, a validity window and the zones it opens. Guest passes are issued at check-in and expire at check-out; resident passes are issued for every unit owner in one click; a visitor gets one when the host's invitation is approved. The gate screen scans, shows the holder with photo and unit, admits or denies, and writes the access log the dashboard reads. Vehicles and parking permits answer the plate lookup; patrol routes are walked checkpoint by checkpoint; what goes wrong lands on the incident register.

Where:Access & Security › Dashboard · Gate · Passes · Visitor Invitations · Vehicles & Parking · Patrols · Access Log · Incidents · Configuration › Access Zones

The dashboard: active passes, visitors expected, entries and denials today, vehicles, patrol rounds and missed checkpoints.

The gate screen: scan a pass, see the holder, admit or deny — and the Patrol tab for checkpoint scans.

Passes by kind with their validity and zones.

A pass: holder, unit, validity, zones and the QR code the gate scans.

Vehicles with their permits.

Patrol rounds with scans and missed checkpoints.

The access log, one line per scan.

Before you start

Access zones for each property (Configuration › Access Zones): the gates and everything a pass may open.

On the property, the Access tab: the default guest zones (what a check-in pass opens) and the default resident zones.

Guards, supervisors and front-office agents in the Security, Manager or Front Desk role.

How to

Questions the desk asks

The scanner types the token but nothing happens.

The cursor must be in the scan box — click it, or press Escape to clear and refocus. A checkpoint label scanned on the Gate tab says so; use the Patrol tab.

Can a guard admit an expired pass?

Yes, with a reason: Admit always writes "admitted" and keeps the reason. Deny on an expired pass writes "expired", so the dashboard counts it honestly.

Who sees the gate screen?

Security, Front Desk and Manager roles; anyone else gets a refusal. The public verify page shows only valid or not valid.

See also: The property, its units and its fee rules Reservations and the tape chart Community: owners, residents and service charges

An arrival pickup, a departure drop-off or a private ride belongs to the stay: created from the reservation with the flight, dispatched to a driver, worked from the driver's phone, and charged to the folio when the ride is done — fees and VAT from the property's rules, nothing typed twice. Shuttles run on a timetable with seats guests book at the desk.

Where:Transport › Dashboard · Flight Board · Transfers · Dispatch · My Transfers Today · Shuttles · Vehicles & Drivers · Configuration

The transport dashboard: arrivals and departures today, unassigned rides, shuttle seats, revenue.

The flight board: today's and tomorrow's transfers by flight time, with Delay on every row.

A transfer: the stay, the flight, pickup and drop-off, vehicle and driver, the charge.

Dispatch: today's rides as cards by driver — drag a card onto a driver to assign it.

Shuttle trips generated from the timetable, with seats booked and free.

Before you start

Places

Transport › Configuration › Places: the airport (tick Default Airport), the port, the landmarks guests ask for. A new arrival or departure picks the default airport by itself.

Transfer services

Transport › Configuration › Transfer Services: the rides you sell — sedan, minibus, point to point — with their price and VAT. A transfer's price defaults from the service chosen.

Vehicles

Transport › Vehicles & Drivers › Vehicles: the fleet's cars with their property and kind (sedan, minibus, coach); seats limit what a ride can carry.

Drivers

Employees › open the person › Work tab › Transport: tick Driver. A driver with a login sees My Transfers Today; the desk drags rides onto them on Dispatch.

How to

Questions the desk asks

The guest's flight was cancelled.

Cancel the transfer: a charge already posted and not yet invoiced is cancelled with it; an invoiced one needs a credit note from the invoice.

Who pays a tour operator's transfer?

Bill To on the transfer: the stay's folio, an invoice to a partner (the operator, dated the day of the ride), or not charged when the ride is in the package.

The driver has no login.

Dispatch and the driver's board both work from the desk; the driver's own board needs the employee linked to a user under Employees › HR Settings.

Can a ride be charged before the guest arrives?

A ride done before check-in is posted the moment the stay checks in and its folio opens; nothing is lost.

See also: Reservations and the tape chart Front desk: arrivals, in house, departures Folios, charges, payments and the city ledger

The night audit leaves one KPI row per property per business date — units available and sold, occupancy, arrivals and departures, revenue by department and by segment, ADR, RevPAR, TRevPAR. On top of it: what is on the books for every stay date against the same time last year, a forecast you can edit, the budget against the actuals, competitor rates beside your BAR, and pricing rules that suggest a price and wait for you to apply it.

Where:Revenue › Dashboard · Daily KPIs · Pickup & Pace · Forecast · Budget · Rate Shopping · Pricing Rules · Suggestions · Reports

The Revenue dashboard: yesterday, the month against budget, what is on the books, the forecast, the pending suggestions.

Daily KPIs: occupancy and RevPAR night by night, straight from the audits.

Pickup & pace: rooms on the books per stay week against the same time last year.

Forecast, actual and budget occupancy as three lines, day by day.

Rate shopping: competitors' rates per stay date and class, with the parity against your own BAR.

Suggestions: the price a rule proposes, why, and the Apply button that writes it into the rate calendar.

Before you start

History

Revenue › Configuration › Backfill KPIs & Pickup: once, after installing, to build the KPI rows of the audits already done and to reconstruct the pickup snapshots from the booking dates. From then on the night audit writes every day itself.

Unit type classes

Property › Unit Types: Rate Shop Class (standard, deluxe, suite) on each type, so a competitor's "deluxe" lines up with yours.

Competitors

Revenue › Configuration › Competitors: the three to five hotels a guest compares you with — name, stars, distance. The property itself appears as its own row.

Budget

Revenue › Budget › New: property and year; twelve months appear with the month's capacity filled in.

How to

Questions the desk asks

The KPI row for last night is missing.

The audit writes it in its "Other modules" step; if that step failed, run Revenue › Configuration › Backfill KPIs & Pickup for the date, or Rebuild from Audit on the list.

Why are the last-year columns empty?

They compare with the KPI rows 364 days earlier; a property that started this year has none yet. The forecast then uses the recent same-weekday average as its baseline and says so in the Baseline column.

Can a rule change prices without me?

No. Rules only write suggestions; a price changes when a person presses Apply, and the change is a one-day override in the rate calendar that can be edited or removed there.

Our village charges by chalet, not by room.

A unit is whatever the property sells a night of; occupancy, ADR and RevPAR are per unit, and the village has its own rows, budget and forecast.

See also: Rate plans, rates, restrictions and allotments Folios, charges, payments and the city ledger The property, its units and its fee rules

Audits against the brand standard, the five-star classification criteria, food safety, pool safety and the housekeeping standard — scored checkpoint by checkpoint with a photo where evidence is asked, a score in per cent and a PDF report. Failed checkpoints become corrective actions with an owner and a date; an engineering fix becomes a work order. HACCP points — every fridge and freezer, the pools, the kitchen close-down — are read on a schedule, a reading out of range alerts the department's manager at once, and the due-today list shows what is still to read. Drills are recorded against a yearly plan, and every incident gets a root-cause analysis.

Where:Quality & Safety › Dashboard · Audits · Corrective Actions · HACCP › Points · Logs · Due Today · Drills · Incidents (RCA) · Configuration › Audit Templates

The Quality & Safety dashboard: audit scores by template, out-of-range and missing readings, corrective actions open and overdue, drills due.

Audits over the year with their score, pass or fail, and the open actions each one left.

An audit: the checklist scored pass, partial, fail or not applicable, with the comment and the photo, the score and the findings.

HACCP readings over the days: every point against its limits; a reading out of range is red.

Corrective actions from audits, incidents, readings and drills — owner, due date, state, work order.

The drills held: kind, who led, who took part, how long, what was found.

Before you start

Quality & Safety › Configuration › Load Standard Templates: the brand standard, the MoTA five-star readiness check, food safety, pool safety and the housekeeping standard — 180 checkpoints to edit as you like.

Quality & Safety › HACCP › Points: one point per fridge, freezer, pool test, cleaning checklist, water test and pest control visit — unit of measure, limits, readings per day, the responsible department and who is told when a reading is out of range.

Quality & Safety › Drills › Drill Plan: one plan per property and year, one line per kind of drill with its frequency.

Employees › Departments: name the department manager — an out-of-range reading and an overdue action go to that person.

How to

Questions the desk asks

The template changed after the audit — is the audit rewritten?

No. An audit copies the checkpoints when it is planned; edits to the template apply to the next audits only.

Who is told when a reading is out of range?

The user named "Escalate to" on the point — filled from the department manager's user, editable — gets a to-do activity at once; without one it goes to the administrator.

Why does the score leave out some checkpoints?

Not applicable checkpoints carry no points either way; the score is the points earned over the points at stake.

Can a corrective action live without an audit?

Yes — type it directly, or raise it from an incident, an HACCP reading or a drill; the Source shows where it came from.

See also: Maintenance and engineering Compliance — guest lists, licences and fee returns Housekeeping The dashboards

Ask the property a question in plain words, in Arabic or English, in a chat with the assistant in Discuss — how full are we next week, who arrives today, what does room 214 owe, revenue this month, which units are dirty, what is out of order, who owes us on the city ledger, tonight's rate, did the night audit run — and get the answer from the property's own data, with the rights you already have. A connected language model can put the same tools together for harder questions; without one, the assistant still answers these ten from the data.

Where:The GoBot bubble on every screen · Discuss › your chat with GoBot · AI Assistant › Dashboard · Conversations · Chat (developer) · Configuration › Property Tools · Providers

A question in Discuss, in Arabic or English, answered from the property's data.

The property tools: what the assistant answers and the words that pick each tool.

Before you start

Nothing, to start: the ten property tools are switched on at install and answer without any AI provider (Configuration › Providers is empty or unreachable — the assistant then matches your question to a tool by its keywords).

To let a language model combine the tools and answer free questions about the whole database: Configuration › Providers — an OpenRouter key with a model chosen from its list (see Connect a language model), an OpenAI or Anthropic key, or a self-hosted Ollama that supports tool calling; mark one Default and Test Connection.

Rights: every internal user can chat. Guests' names are given to front-desk, reservations, guest-relations, billing, night-audit and manager roles; other roles get counts. The city ledger needs a right on invoices; the night audit its own.

Questions sent to a language model are capped per person per hour, so a shared login cannot run up the bill: Settings › Technical › System Parameters › gl_ai_agent.messages_per_hour (0 removes the cap). Assistant administrators are not capped, and answers read straight from the property's data never count.

How to

Questions the desk asks

The assistant says it could not find a tool for my question.

Without a language model it only answers the ten property questions. Rephrase with one of the words on the tool, or add your word to the tool's keywords under Configuration › Property Tools.

It answered "Refused".

The tool reads with your own rights: the city ledger needs a right on invoices, the night audit the night-audit or manager role. Ask your administrator, or ask something within your role.

Can it change a reservation or post a charge?

No. Every property tool reads only. A connected model can propose a change, which waits under Changes until a person applies it with their own rights.

Is anything sent outside the property?

Only when a language model answers, and only the conversation: the question and what the tools read go to the provider that answers it. A model on a server you run keeps them in your network; a hosted service — OpenRouter, OpenAI, Anthropic — receives them. In offline mode, nothing leaves.

Which "today" does it use?

The calendar date in your timezone for arrivals, departures and tasks — the same as the front-desk boards; the property's business date for tonight's rate and the night audit.

It says I have used my questions for this hour.

Questions to a language model are capped per person per hour, so a shared login cannot run up the bill. A hotel question past the cap is still answered from the data; ask your administrator to raise gl_ai_agent.messages_per_hour if the cap is too low for your team.

See also: Front desk: arrivals, in house, departures Folios, charges, payments and the city ledger The night audit and the business date

Treatments, boat trips, classes and bike rentals are sold from one catalogue. Each service knows how long it takes, what it costs a guest and a member, how many people one slot holds and what it needs — a therapist and a room, a boat, an instructor, a bike from the pool. Book finds the free start times from the resources' working hours and the bookings already taken; the booking is charged to the guest's folio when it is done (or invoiced to a visitor), a no-show costs the fee on the service, and the therapist earns her share.

Where:Spa & Activities › Book · Schedule · Bookings · Today · Services · Packages · Resources · Waivers · Commissions

The dashboard: today's bookings, the month's revenue, therapist utilisation, no-shows and the waivers still to sign.

The schedule: a week per therapist, room, boat and court, coloured by kind; tick a resource on the left to see only their day.

A booking: the slot and its resources, the guest and the stay, the price, the folio charge and the waiver.

The catalogue: treatments, water sports, excursions, classes and rentals with their prices and what they need.

Before you start

Resources

Spa & Activities › Resources: one line per therapist and instructor (linked to the employee, with a commission %), per treatment room and court (linked to the space), per boat and vehicle, and one line for pooled equipment with its capacity (ten bikes as one resource). Give each its working hours; the company calendar is the default.

Working hours

Spa & Activities › Configuration › Working Hours: calendars such as "Spa 09:00–21:00 every day" or "Water sports 07:00–19:00". A leave on a calendar takes the resource out of the slot search for those days.

Services

Spa & Activities › Services: name, kind, category, duration, preparation and cleanup minutes, capacity (1 for a treatment, the boat or the class for a group service), guest and member price, per booking or per person, the resources needed (a therapist and a room; two therapists for a couples ritual; the snorkel boat by name), the no-show fee, and whether a waiver is required with its text. A service product is created for the charge.

Charging

On the property (Spa & Activities tab): Charge activities on confirmation for a prepaid operation; off, the charge is posted when the booking is done.

How to

Questions the desk asks

Why is a start time missing from the search?

One of the resources the service needs is not working then (its calendar or a leave), or is held by another booking — including that booking's preparation and cleanup minutes — or the group slot is full.

Two guests want the same boat trip at 09:00.

Book each on the 09:00 line: the trip is a group service, so the second booking joins the first and takes the same boat until the twelve places are gone.

The guest wants the same therapist as last time.

Choose her under Prefer before searching; only her free times are listed.

Where is the service charge on a spa treatment?

The property's fee rules decide: a rule that applies to accommodation and F&B only leaves a treatment with VAT alone; a rule for every charge adds the service charge to treatments and activities too.

Can a guest book from the website or the app?

Bookings arriving through the guest channels come in as requests; the desk confirms them from the dashboard's Awaiting confirmation list.

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

The compound or the village as a community: an ownership account per unit that owes the service charge, the people who live there, the leases and their rent, the budget by fund invoiced to every owner per period, the reminders and late fees that collect it, the permits at the gate, the fines, the notice board and the general assembly where owners vote by share.

Where:Community › Dashboard · Ownership Accounts · Arrears · Residents · Leases · Service Charges · Permits · Violations · Announcements · Assemblies · Configuration

The Community dashboard: accounts, arrears, the latest period's collection rate, leases, permits and violations, with the arrears ageing and the months' invoiced against collected.

Ownership accounts: one per unit, the owner invoiced, the balance and the arrears read from the ledger, the collection status.

An ownership account: units, owners and shares, money, title, the transfer and the smart buttons to everything that hangs off it.

Leases: term, tenant, rent and frequency, what is outstanding.

Service-charge periods: budget, invoiced, collected and the collection rate per period.

Permits on the calendar: move-ins, fit-outs, works and deliveries the gate should expect.

Before you start

Units flagged Owner-held with their owner, under Property › Units.

A sales journal, a bank and a cash journal in Accounting.

The community products (Community › Configuration › Products): one per fund, the rent, the late fee, the permit fee, the fine — with their taxes.

Funds and the dunning ladder under Community › Configuration.

How to

Questions the desk asks

An owner holds three apartments — three accounts or one?

Either. One account with three units is invoiced once per period for the sum of the three; three accounts give three invoices and three balances. Choose what the owners' register does.

Where do the payments go?

To Accounting, like every customer payment: Register Payment on the invoice, or reconcile the bank statement. The account's balance, the period's collection rate and the dunning ladder all read from the invoices.

Can the service charge carry VAT?

It carries whatever taxes the fund's product carries. Set them on the product under Configuration › Products; a rent or a fine with no taxes is a product with none.

The tenant's rent is not the owner's debt, is it?

No. Rent invoices go to the tenant and are tagged with the lease, never with the ownership account; the owner's balance holds only what the owner owes the community.

A suspended owner needs to move out.

A move-out permit is the one kind a suspended account can still get; everything else waits for the arrears to be settled, at which point the daily run resets the ladder.

See also: The property, its units and its fee rules Guests and accounts

Every text the property sends — the pre-arrival and welcome messages of the journeys, "Send SMS" on a record, the one-time codes of the guest portal and the app — goes out through a local gateway: SMS Misr in Egypt, Unifonic in Saudi Arabia, or any gateway with an HTTP interface. Numbers are put in international form first, every message is logged with the gateway's answer and its delivery report, and a message the gateway refuses can go to the guest on WhatsApp instead. Simulate mode shows all of it before a single credential exists.

Where:Guest Experience › SMS › Dashboard · SMS Log · One-time Codes (OTP) · Send a Test SMS · Send an OTP · Guest Experience › Configuration › SMS Gateways

The SMS dashboard: sent and failed today, the delivery rate, one-time codes, the month's cost and the balance.

The gateways: kind, property, sender name, mode, default, and what went through today.

A gateway: credentials, delivery-report address, cost and fallback, and the Test tab with the last messages.

The SMS log: every message as sent, with its state, the gateway's answer and the record it belongs to.

Before you start

An account with the provider: for SMS Misr the username, the password and the sender token of an approved sender name; for Unifonic the AppSid and an approved sender ID.

The sender name registered with the provider — up to 11 letters and digits, e.g. AzureBay.

Without any gateway, Odoo's own SMS credits (IAP) are used, as before.

How to

Questions the desk asks

Why not Odoo's own SMS credits?

A local gateway costs a fraction per message, sends from your own sender name, and answers in the local operators' terms. Odoo's credits are still used when no gateway is configured.

A guest says the text never came.

Search the SMS log for the number: Failed shows the gateway's reason, Delivered shows when the handset received it, Sent means the delivery report has not arrived yet.

Can two properties send under different names?

Yes — one gateway per property, each with its own sender name; a company-wide gateway covers the rest.

Do the codes appear in the log?

No. The text of a one-time code is masked in the log and in Odoo's own SMS list; only the guest's phone ever sees the digits.

See also: Guest experience: journeys, upsells, loyalty, complaints and satisfaction The assistant Compliance — guest lists, licences and fee returns

A card on file for the booker lets the stay pay itself. At arrival the property holds the nights its policy says (plus a margin for incidentals) on the card; at departure the folio balance is captured from the hold, the rest is released and anything above the hold is charged to the same card — the money lands on the folio as a card payment, like a swipe at the desk. A booking that never arrives can be charged its first night, a refund goes back to the card and onto the folio, and the website can take a deposit (or just a card) right after the guest form. Paymob keeps the card: the property only ever sees its last four digits.

Where:Billing › Card Payments › Dashboard · Transactions · Cards on File · Provider — and the reservation, folio and property forms

The card dashboard: holds open now, captured today, refunds, declines, cards on file, no-show charges.

Every card transaction with its purpose, stay, guest, card and outcome.

One transaction: the gateway side above, the stay, the folio payment and the amounts below.

The cards saved on bookers, masked, with their brand and expiry.

The Paymob provider: simulate or live, the card integrations and the callback addresses.

Before you start

The Paymob payment provider (Billing › Card Payments › Provider): state Test or Enabled, published.

Folio payment methods "Card" and "Online payment" with the bank journal the gateway pays into (Billing › Configuration › Payment Methods).

For live cards: a Paymob account in the property's country with a card integration for online payments, one for authorise-and-capture, and one allowed to charge a saved card (MOTO), and the property's currency on that account.

How to

Questions the desk asks

Does GoHotel store card numbers?

No. Paymob keeps the card; GoHotel keeps Paymob's reference to it and the last four digits. Card pages are Paymob's own; in simulate mode no card goes anywhere.

Why is the hold not on the folio as a payment?

A hold is money reserved on the guest's card, not money received: it becomes a payment only when it is captured, and only for what the guest owes.

How much is held?

The nights the policy says (never more than the stay), priced as the guest will pay them — rate, service charge, taxes — plus the incidentals margin. A two-night hold at 3,542 a night with 15 % incidentals is 8,146.60.

The hold was smaller than the bill.

At check-out the difference is charged to the same card first, then the hold is captured in full.

A card was refused at check-in.

The stay goes ahead; ask for another card (Take a Card, then Hold on Card) or a cash deposit. The refusal stays on the dashboard for the day.

What does "simulated" mean on a transaction?

It was answered by GoHotel in simulate mode and never reached Paymob — used for training and the demo.

Can a refund be partial?

Yes, any amount up to what that card payment still holds; several partial refunds are allowed.

See also: Folios, charges, payments and the city ledger Front desk: arrivals, in house, departures Reservations and the tape chart The property website and online booking The night audit and the business date

The property's WhatsApp number answers the questions people actually ask — my booking, my balance, towels, a late check-out, a leak in the bathroom, where are you, my fees, a gate pass for a visitor — in Arabic or English, from the person's own stay, and hands the rest to a colleague. A number on a guest or owner record is recognised at once; anyone else is asked for the booking reference and the phone on the booking before hearing a word about a stay. Every message is kept, with what answered it: a rule, the assistant or a person.

Where:WhatsApp › Dashboard · Conversations · Messages · Rules · Simulate · Configuration › Accounts

The WhatsApp dashboard: today's conversations and messages, who answered — rules, the assistant, a person — who is waiting for a colleague, opt-outs and the first-response time.

Conversations: who wrote, whether they are identified, their stay, the last message, unread and waiting.

A conversation as the guest sees it, Arabic right to left, with the stay, the folio, the tickets and requests it raised, and the box to reply as a colleague.

The rules: the words that pick each answer, in English and Arabic, and who may use it.

Simulate: write as a guest, an owner or a stranger and see exactly what the property answers — nothing is sent to WhatsApp.

Before you start

WhatsApp › Configuration › Accounts: one account per number. Leave Property empty for a number that answers for every property (hotel, village and compound), or pick the one it belongs to.

Start in Simulate mode: rules, the assistant and the simulator work without a Meta account, and nothing is sent.

Set the Home Country (a number typed as 010… is read as an Egyptian number), the default language, the opening message in both languages, the directions and the map link.

Hand-offs To: the colleague who gets the to-do when someone writes "agent". Empty: a guest-relations user.

Going live: in Meta Business, create the WhatsApp number and a permanent system-user token; paste the Phone Number ID and the token on the account; in Meta › Webhooks paste the Webhook URL and the Verify Token shown on the account and subscribe to "messages"; paste the app secret so every call is checked; press Test connection; switch the account to Live.

Journey steps on WhatsApp (Guest Experience › Journeys) are delivered through the account. Outside the 24 hours after the guest last wrote, Meta accepts only an approved template: put its name in the step's WhatsApp Template.

How to

Questions the desk asks

Does the demo send anything to WhatsApp?

No. The account is in Simulate mode: every answer is stored on its conversation, marked "simulated". Only a Live account posts to Meta.

A guest writes from their spouse's phone.

The number is not on the booking, so the bot asks for the booking reference and the mobile number given when booking; with both it knows the stay and answers.

Why did the bot not answer a message?

The number opted out, or it sent more than the account's messages-per-hour limit (30 by default) — the refusal is logged and shown on the message.

Can the assistant tell a guest who else is in house?

No. On WhatsApp it only runs the tools about the person writing; every other tool is refused, and any answer that is not a tool's answer is discarded.

Where do the requests go?

Towels and room service become guest requests (Front Desk), problems become help-desk tickets handed to engineering or housekeeping, gate passes become visitor invitations (Access), bookings become reservation inquiries (Reservations), a late check-out YES becomes a folio charge.

See also: Guest experience: journeys, upsells, loyalty, complaints and satisfaction Help desk: tickets from guests, owners and residents The assistant Front desk: arrivals, in house, departures Access & Security — passes, the gate, visitors, vehicles and patrols

When the operator lets owners' chalets, villas or apartments for them, every night sold on a unit under contract is credited to its owner by the night audit, less the operator's commission and the owner's part of the channel commission; cleaning, linen, repairs, the management fee and the utilities come off; a rental pool shares its revenue by points and days. At month end each owner gets a statement — on paper, by e-mail and on the owner portal — and a payout, by bank transfer or set against the service charges the owner still owes.

Where:Owners › Dashboard · Contracts · Ledger · Pool Periods · Statements · Payouts · Owner Stays · Work Orders for Owners · Configuration

The Owners dashboard: contracts and units in the programme, owner revenue and commission this month, payouts due, owner nights, repairs waiting for owners, and the months' revenue against commission.

Rental contracts: the unit, the owner, the programme, the commission, the pool, how the owner is paid and the balance on the owner's ledger.

A rental contract: terms, pass-through costs, owner use and blackouts, the pool, the payout and the netting consent, with its ledger, statements, payouts, owner stays and work orders one click away.

The owner ledger by kind and month: revenue and pool shares, channel fees, cleaning, repairs, fees, tax withheld, payouts and netting.

Owner statements: opening balance, the month's net and the closing balance, sent and paid.

Payouts: what was netted against service charges and what was transferred, with the vendor bill and the bank payment behind each.

Before you start

The units flagged Owner-held and an active ownership account for each (Community › Ownership Accounts).

A bank journal in Accounting; the Owner funds (trust) journal and the Owner payouts account are created on the first payout, or chosen under Owners › Configuration › Settings.

The owner-use rate plan of the property (kind Owner use, zero rate) — created the first time an owner stay is booked.

Blackout dates and pool points by unit type under Owners › Configuration.

How to

Questions the desk asks

Is the owner paid on what the guest paid, or on the room rate?

On the contract's commission base: room revenue net of VAT and fees (the usual base), or gross with fees and VAT. Food, spa and extras never enter the owner's revenue.

Who pays the Booking.com commission?

The contract says: the owner, the operator, or shared with the owner's percentage. The channel's commission on the booking is used when the booking came through the channel manager; otherwise the agent or OTA account's commission %.

The owner owes more than the month earned.

The statement closes negative and the balance is carried to the next one; no payout is made until the balance is due to the owner again.

Can we pay an owner by setting it against the service charge?

Only with the owner's consent recorded on the contract. The payout then settles the open service-charge invoices one by one and transfers what is left.

Where is the money in Accounting?

Guests' money is on the folios and their invoices, owners' money on the vendor bills of the Owner funds (trust) journal and their payments, the community's money on the service-charge invoices. Nothing mixes them.

A night was accrued by mistake.

Post an adjustment for the amount on the owner's ledger with a note; the next statement carries it.

See also: Community: owners, residents and service charges The night audit and the business date Maintenance and engineering

One login per person, on the property's own site at /my, and the pages that person needs: a guest sees their stays, checks in online with a photo of the ID and a signature, follows the folio, asks for towels, accepts an offer; a company booker sees the account's bookings and statement; an owner or a resident sees the service charges and the statement, the household, permits, visitors and their QR pass, the facilities and the general assembly. What the portal asks for waits for the desk or the office in the state that record uses for "asked": a pre-check-in is applied with one button, a permit waits in Requested, an invitation in Requested. Every action lands in Portal Requests, and the Portal dashboard shows what came in.

Where:Guests › Portal › Dashboard · Pre-check-ins · Portal Requests · Portal Users; the Grant portal access button on a guest, an ownership account and a resident; the Guest Portal tab of the property

The Portal dashboard: logins by kind, pre-check-ins for the coming week, what came in today, visitors, bookings and upsells taken online.

Online pre-check-ins waiting for the desk, with the people, the ID photos and anything to correct.

The guest's stays on the property's own site: coming up, in house and past, with online check-in.

Online check-in: the arrival time and flight, everyone staying as their ID reads, a photo of each document.

The owner's community page: balance and arrears, the accounts and their statement, the household, the assembly and what is coming up.

Before you start

The property site published (Property Website): the portal wears its header, footer and colours.

An e-mail address on every person who should sign in — it becomes their login and receives the invitation.

An outgoing mail server, so invitations and password e-mails leave the mail queue.

To let owners pay service charges online: a payment provider enabled in Invoicing; the invoice page then shows Pay now.

How to

Questions the desk asks

A second guest wants to see the stay too.

Give them their own login: a companion who is an occupant of the stay sees it on their portal; nobody sees another person's stays, accounts, passes or invoices — the pages answer "not found".

The guest never got the invitation.

Check the mail queue (Settings › Technical › Emails) and the e-mail on the contact; the wizard's Re-send invitation queues it again.

Why can the guest not change the details after the desk applied them?

Applied identities are what the police list was built from. The desk corrects them on the guest profile.

Does the portal work in Arabic?

The pages turn right-to-left for a person whose language is Arabic, dates and months included.

See also: Front desk: arrivals, in house, departures Guest experience: journeys, upsells, loyalty, complaints and satisfaction Community: owners, residents and service charges Access & Security — passes, the gate, visitors, vehicles and patrols Facilities and club memberships Help desk: tickets from guests, owners and residents The property website and online booking

Every unit's electricity, water, gas or district-cooling meter, and the common areas' meters, read by hand, from a CSV file, at the lease handover or by a smart meter; readings that look wrong held back until someone checks them; tiered tariffs; one bill a month per payer — the owner through the ownership account, the tenant under the lease, the long-stay guest on the folio — and prepaid meters topped up at the office.

Where:Utilities › Dashboard · Meters · Readings · Bills · Prepaid Top-ups · Billing Run · Configuration › Tariffs

The Utilities dashboard: meters by utility, this month's readings and the meters not read yet, anomalies to review, bills to issue, what was billed, prepaid meters running low, consumption by month and the top consumers.

Meters: one per utility and unit or common area, with the last reading, the usual consumption per day and who pays now.

A meter: where it is, the register (multiplier, rollover, installation reading), the payer rule, the last reading and — for a prepaid meter — the credit left; the Consumption tab charts twelve months.

Readings by month and utility; the list flags the ones that went backwards, rolled over or jumped.

Utility bills: one per payer and month, the consumption, the amount before and after VAT and whether it is paid.

The billing run: the month, the utilities, and what the run will do before it does it.

Before you start

Units flagged Owner-held with an active ownership account under Community; leases with their tenants.

The tariffs under Utilities › Configuration › Tariffs. The demo ships illustrative figures, labelled as such — replace the blocks, the prices and the fixed fee with the tariff your utility or the community board publishes.

The taxes on the utility products (Electricity consumption, Water consumption…): they decide the VAT on every bill and top-up. A product with no taxes bills without VAT.

A sales journal, a bank and a cash journal in Accounting.

On the property, the Utilities Office: who receives the monthly billing reminder and the low-credit activities.

How to

Questions the desk asks

The unit is let — why does the owner get part of this month's bill?

The move-in handover recorded the meters on the day the tenant arrived. Consumption before it is the owner's, after it the tenant's: each reading goes to whoever held the unit at the middle of its interval.

Why is there no bill for a meter this month?

Either it was not read (see Not read this month on the dashboard) or its reading is flagged and waiting for a review.

A reading covers two months because the reader missed one.

The bill stretches the tiers and the fixed fee over the days read — 60 days count as two months — so the blocks are not crossed early. A regular monthly cycle of 25 to 35 days always counts as one month.

Can a hotel guest be charged for electricity?

Only an in-house long stay: a reservation of the kind Long stay, or 28 nights and more (the number is the gl_hotel_utilities.long_stay_nights setting). The charge goes on the folio like any other and is settled at check-out.

Where does the VAT come from?

From the taxes of the tariff's product, on the invoice, the folio charge and the top-up alike; nothing in Utilities computes a tax by itself.

Can the meters read themselves?

Any gateway able to post JSON over HTTPS can send readings to the meter's endpoint today. MQTT and Modbus gateways and STS prepaid vending are on the roadmap as a connector.

See also: Community: owners, residents and service charges The property, its units and its fee rules

One app on the property's own address — the address followed by /app — that installs on any phone from the browser, Android or iPhone, and carries the property's name, colours and icon. Everyone signs in with the login they already have, and the app shows what that person is to the property: a guest sees the coming stay, the online check-in, the folio, requests, offers, loyalty and the way there; an owner in the owner programme sees the unit's calendar, blocks it for a stay, reads the statements and approves repairs; an owner or resident of the community sees the passes with their QR code, the service charges, the facilities, visitors and announcements; housekeeping finishes rooms with a photo, maintenance closes work orders, the desk checks in arrivals, the guard scans passes at the gate, and every employee sees the week's duty, asks for a swap, checks in and asks for time off. Push notifications tell each of them when something happens that concerns them.

Where:On a phone: the property's address + /app. In the back office: Guests › Mobile App › Dashboard · Devices · Push Log · Settings

The Mobile App dashboard: devices, who used the app this week by role, notifications sent and refused, actions per day, the latest installs.

A guest's phone: the stay — dates, unit, nights and guests, the balance — and one tap to ask for anything.

The folio on the phone: every charge as it is posted, what is paid, the balance — and the PDF.

Asking for something: extra towels, amenities, housekeeping, a repair, room service — with a note and the time it is wanted.

An owner's phone: the owner account's balance, what the unit earned this year, repairs waiting, the owner nights left.

The unit's month: guest stays, the owner's own stays and closed nights — and Block my unit.

A resident's gate passes as QR codes, with their validity and zones, ready to show at the gate.

A room attendant's morning: today's rooms, what is started and done, the unit board one tap away.

The unit board: every unit by status — dirty, clean, inspected, out of order — and a tap sets the new one.

A technician's work orders: mine or all open, where and since when — Start, then Finish with a photo.

The desk's arrivals: who is due, whose unit is ready, and Check in once the registration is complete.

The gate on a guard's phone: pick the gate, type or scan the pass, admit or refuse — the latest movements below.

Every employee's own tab: today's shift, Check in and out, the week's duty, time off and hours.

Before you start

The address

The property site published (Property Website): the app takes its name, colours and icon from it — the logo when one is set, else the property's initials on its colour.

Logins

Guests, owners and residents use their portal login (Grant portal access). Staff use their own login; what they see follows their role — Housekeeping, Maintenance, Front Office, Security — and every employee with a login gets the self-service screens.

Notifications

Settings › GoHotel › Mobile app: push is on once the server has the push library and the keys, which are made at install. Simulate prepares every notification exactly as for real and logs it without delivering — for training.

On iPhone

Notifications need iOS 16.4 or later and the app added to the home screen first (Share › Add to Home Screen).

How to

Questions the desk asks

Is it an app from the store?

No. It is the property's own web address, installed from the browser; there is nothing to publish, and an update reaches every phone the next time the app opens.

Does a guest see anyone else's stay?

No. Every screen asks the portal service whose stay, unit or pass it is before it shows anything; staff act with their own rights.

A notification did not arrive.

Open Push Log: "sent" means the push service took it (the phone may be off or in battery saver); "failed" gives the service's answer; "push off" says why push is off. On iPhone the app must be on the home screen.

Can a room attendant on the staff portal login use the housekeeping screens?

The housekeeping, maintenance, desk and gate screens need a staff login with that role; a staff-portal login gets the self-service screens only.

See also: The portal — guests, bookers, owners and residents online Housekeeping Maintenance and engineering Front desk: arrivals, in house, departures Access & Security — passes, the gate, visitors, vehicles and patrols Owner Programme: rental contracts, the owner ledger, statements and payouts Community: owners, residents and service charges Rosters, service charge and staff credentials Help desk: tickets from guests, owners and residents