Let’s talk about the Guest Portal

Would love to iuse it for upsells (Early/ Late) but we need final say- so they can request the upsell and then we confirm. Since last I knew-we couldn’t get confirmation to accept or reject currently using a different company for our upsells but would love to one day have it all on Hospitable 

Currently just using it for rental agreements- still issue with that as

#1 need to be able to DL all the info the enter into RA 

#2 Need to be able to send reminder to sign RA a certain amount of days BEFORE their stay- not after they book. (our city requires signing it 2 days or less before their stay)

Hi ​@mrotman, Upsell requests are now possible in Hospitable. It’s currently in Beta so you’ll need to enable beta features under settings > preferences. Once done you’ll be able to require approval on upsells and be able to confirm/reject requests.

​@mrotman more on the Upsell Requests Tim mentioned: 

Hi ​@mrotman, Upsell requests are now possible in Hospitable. It’s currently in Beta so you’ll need to enable beta features under settings > preferences. Once done you’ll be able to require approval on upsells and be able to confirm/reject requests.

 

 

Oh that's new! We were told the ability to do a final approval of late checkout requests wasn't available yet. Guess they added? I'll take a look! 

1. For those of us who ONLY use the Guest Portal for Rental Agreements, please add the ability to send the guest a link to the rental agreement without the need for them to go to the Guest Portal first. There is no need for a Guest Portal if all we’re using it for is a rental agreement. It just adds more unnecessary steps for the guest.
2. Collect/Export guest fillable field info (primarily the phone number).
3. Checkbox to “opt-in” (or out) of future marketing emails underneath fillable fields / guest email address.

Export fillable fields is SO important. I’m losing a lot of repeat business currently. 

We mainly use the tool to complete a French-specific form (which is mandatory in France).

• We need the option to add extra guests to the registration.

• A field for place of birth is required.

• We must be able to extract this information and delete it after six months.

• The current requirement for guests to verify their phone number before accessing the form is problematic, as they cannot read any explanation beforehand. As a result, many guests do not complete the registration willingly.

→ At the moment, we also don’t have access to upsell features since we operate in euros. It would be very important to enable upselling via a Stripe account.

In my opinion, the lack of a dedicated section for the check-in process (as Enso Connect provides) is a major limitation.

Finally, the ability to include a digital guidebook is also essential.

This is my first time learning of the guest portal, but it seems very useful (especially for direct guests).

I would love to see the ability to add/customize additional home information within the guest portal, such as information about amenities, further check-in details or directions that are relevant to the property, check-out instructions, wifi details, etc. 

Right now we send our guests a link to an online manual that we’ve created for each of our properties - but if the guest portal could be an all-encompassing manual/portal for our guests across all booking channels, that would be incredibly useful!

Hi ​@mrotman, Upsell requests are now possible in Hospitable. It’s currently in Beta so you’ll need to enable beta features under settings > preferences. Once done you’ll be able to require approval on upsells and be able to confirm/reject requests.

 

 

Qquestion i don't have a beta option in my settings preferences. 

I get very few complaints are questions about the portal.  Sometimes people don’t know where to go so I just copy the link and either message it in the app or text it to them directly and tell them to click the button at the top and they are good from there.  

Rarely someone is frustrated because the ID verfication I think it is is going to an old number. I have to have them change the number in Airbnb and then wait a bit for it to update. Then they are good. 

Yes Please!  Would very much like to collect phone and email and have a checkbox to opt in to future emails regarding the property

Hi ​@Paul of Cozy Cohost, it should be here: https://my.hospitable.com/settings/general (Settings > General > Beta). 💜

Hi ​@mrotman, Upsell requests are now possible in Hospitable. It’s currently in Beta so you’ll need to enable beta features under settings > preferences. Once done you’ll be able to require approval on upsells and be able to confirm/reject requests.

 

 

Hi ​@Tim Parry  Will you be adding more currencies to the Upsell platform? I would like to utilise this but my currency isn’t supported ($ NZD). Thanks

Booked some time.

I’d love the ability to add custom links to the guest portal so we can, for example, provide a link to our Touch Stay guidebook (or even better would be for it to auto-link to the guide book for each guest if the Touch Stay integration is present). 

what is a guest portal? what exactly is its purpose? how can we look at our guest portal the guest sees?

Here’s the description: 

“The guest portal allows guests to view and manage their booking, and complete tasks related to their reservation like guest verification and signing rental agreements. The portal provides a comprehensive dashboard where guests can access all aspects of their stay in one place. Guests can use the portal without downloading an app, as it operates entirely through web links shared by the host.” - https://help.hospitable.com/en/articles/9360903-guest-portal

In your Hospitable account, you can go to Guest Experience > Guest Portal and from there you can click “Take an Interactive Tour” or just see here: 

You can also set everything up there if you want to start using it.

Hospitable needs a better version of this https://www.hostfully.com/digital-guidebooks/features/

I would like to add to my guest portal an option for a guidebook and also a button for check in instructions that could be available 24 hours before arrival. While we send this information over messages, driving our guests to the portal would increase the possibility for them to purchase upsells. I consider those 2 editable fields are very important 

I feel like the Guest Portal is close to being a guidebook. I agree that it makes sense for Hospitable to own this part of the experience so that hosts don’t need to go elsewhere on it. If I am being completely honest, that’s what has kept me from going all in on any other guidebook option.

I’m confronted with an issue that complicates things. If the phone number of the guest is not updated, they can’t sign the rental agreement. It would be great to have a confirmation of the number first, and an ability to change it if it’s wrong before sending the “sms” to the guest’s phone number.

Or else add the ability to sign with the email adress OR the phone number.

Thanks

We’d used these before. I think there are several third party offerings that are integrated with HSPTB to pick from. I’d personally prefer they focus on their core offerings (including the upgrade of portal & direct widgets… hint)

This seems to be a common issue. I’ve offered my recommendation. Don’t make texting part of the experience. It breaks the flow of communication and is antithetical to a cohesive journey for the guest. 

Thanks for the feedback here, seen a few requests in and around this. This is definitely on our list - we want to make the guest portal contextual of the reservation. I.e the guest portal looks different and contains different information at different points in relation to check-in & checkout. Just like in the example you’ve used - showing check-in instructions/doorcode/thermostat controls 24 hours before check-in. Showing checkout instructions just before checkout. As well as highlighting different upsells at different times to maximise relevancy and conversion 

We’re aiming to add a ‘check-in’ form to the guest portal in the next couple weeks that will collect the correct phone & email address upfront. This should resolve any issues around access to the guest portal