Confirmation Email

Purpose

To confirm booking details like rate, length of stay, number of guests and cancellation policy and to provide a link to the guest’s personalized eConcierge platform for exploring the hotel and local area.

Schedule

Sent automatically after the reservation is completed or at a time specified by you. Typically within two hours of reservation.

Who receives it

All guests who provided an email address, excluding any groups or rate codes specified by you.

Tracking

The Guestfolio dashboard will tell you how many guests opened the message, how many clicked through to the eConcierge, and which pages they visited.

Special features

Confirmation letters can be customized according to arrival date and booking code, allowing content to be customized for corporate guests, weekenders, package travelers and more.

Insider tips

Emails that feature compelling graphics and local information get higher click-through rates. We also recommend including links to social media channels.

“The confirmation letters add a more professional and interactive approach to what used to be a simple PDF confirmation.”—Gary Collinge, General Manager Georgian Court Vancouver

eConcierge Platform

An interactive guide to your hotel and the local area, the eConcierge platform makes your property stand out even before guests step through the door.  You provide the content, we design the landing page, and guests use it to make the most of their stay. Guestfolio offers two packages: the single-page eConcierge SOLO, designed for smaller properties in destinations where dining and activity options are limited; and the multi-page eConcierge PLUS, designed for larger properties in destinations where there is a broad selection of restaurants and activities. Both packages offer dynamic messaging customizable according to the guest’s profile, stay dates, rate code and nature of travel.

eConcierge SOLO

The single-page eConcierge SOLO portal allows inbound guests to quickly locate the information they desire. Use it to promote special upgrade opportunities, services and amenity offers in advance of arrival and to suggest local activities. Think of it as a dashboard to your guest’s trip, where guests can get to know your hotel and the local area and make special arrangements to enhance their experience.

eConcierge PLUS

The multi-page eConcierge PLUS portal is a detailed guide to your hotel and the local area, combining need-to-know information like check-in times, weather and directions with details about hotel services, local events, dining options and activities. You can also include local stories, maps, photos and insider tips. Think of it as an interactive travel magazine about your property packed with everything guests need to make the most of their stay. All requests through the eConcierge are added to guest’s virtual itinerary for easy reference.

“By allowing guests to explore the hotel and the city and make special arrangements in advance of their stay, the e-Concierge has resulted in higher guest satisfaction levels. Guests use it to make a variety of pre-stay requests, from foam pillows to champagne to a late check-out.”—Bill Lewis, General Manager, Magnolia Hotel & Spa

Pre Arrival email

Purpose

To remind guests of their upcoming stay and invite them to contact the hotel if there is anything staff can do to make their stay more enjoyable. Includes a link to the guest’s personalized eConcierge platform to explore the hotel and local area.

Schedule

Sent automatically seven days prior to arrival date or at a time specified by you. City hotels may choose to send later; resorts may choose to send sooner.

Who receives it

All guests who have provided an email address. You may deactivate this message if you prefer not to overwhelm guests with messages prior to arrival.

Tracking

The Guestfolio dashboard will tell you how many guests opened the message, how many clicked through to the eConcierge, and which pages they visited.

Special features

You can include targeted offers customized to the date of stay, such as a suite upsell promotion during a slow time or a Christmas tree in the room during the holiday season.

Insider tips

A message from the manager with specific suggestions will generate the best results. For example: “May I arrange to have fresh flowers, champagne or a plate of seasonal fruit in your room upon arrival?”

Post Stay Thank You email

Purpose

To thank guests for staying at your hotel and to encourage them to fill out a guest survey.

Schedule

Sent automatically three days after departure or at a time specified by you. We find three days to be optimum.

Who receives it

All guests who provided an email address. You may deactivate this email if you work with another survey company or direct guests to your corporate survey.

Tracking

The Guestfolio dashboard will tell you how many guests opened the message, how many clicked through to the survey, and how many completed the survey, in addition to reporting survey results.

Special features

Guestfolio can set up a trigger message inviting the guest to post a review on TripAdvisor if the survey is positive.

Insider tips

Survey completion rates are higher when the message contains the first question to entice guests to click through to the survey.

Guest Surveys

At a time when so many travelers are using social media to share their experiences, electronic guest surveys provide an essential direct feedback channel, giving hotels an opportunity to resolve issues before they’re taken public. By providing useful, measurable feedback from verified guests, Guestfolio surveys help hotels make smart decisions on expenditures, training and recognition programs.

Purpose

To provide a direct avenue for guest feedback, and to use this feedback to identify strengths and weaknesses, resolve issues and make improvements.

Schedule

Sent automatically three days after departure as a link in the Post-stay Thank You Email, or at a time specified by you. We find three days to be optimum.

Who receives it

All guests who provided an email address. You may de-activate this email if you work with another survey company or direct guests to your corporate survey.

Tracking

The Guestfolio dashboard tells you which guests completed surveys and organizes the results in an easy-to-read, actionable format.

Special features

Questions can be customized and weighted to drill down on strengths and weaknesses. The daily survey alert provides immediate guest feedback and facilitates quick action. Guestfolio can set up a trigger message inviting the guest to post a review on TripAdvisor if feedback is positive.

Insider tips

You’ll enjoy higher completion rates if surveys are concise, easy to complete and visually appealing. Close-ended questions are easiest to measure, but open-ended questions can be more revealing. Ask at least one open question like, “Overall, how would you describe your experience?”

“Guestfolio surveys are very easy to use and allow our management team to reply quickly and to share the feedback with specific departments. Feedback from the surveys allows us to focus on training and product upgrades, and the statistical information assists us in setting benchmarks.”— Christopher Ashby, Director of Sales and Marketing, The Sutton Place Hotel Toronto

Detailed Reporting

The Guestfolio Dashboard

Guestfolio’s easy-to-use dashboard provides a centralized area for hotels to track guest profiles, frequency and demographics, as well as survey results, eNewsletter campaigns and more. Our graphs and charts present a visual snapshot of guest data, giving you quick access the knowledge and tools necessary to make sound marketing and operational decisions. The dashboard can be accessed in real-time wherever you have an internet connection.

Survey Summary

A daily summary of guest survey responses is sent to you and designated colleagues, ensuring you always have your finger on the pulse of guest feedback. In the event of negative feedback you can act quickly to resolve the issue before it spreads to TripAdvisor or another social media channel.

“The survey alert summarizes the previous day’s survey feedback and allows me to respond quickly to any concerns. It’s helped prevent a few negative comments from becoming online complaints. Since starting to work with Guestfolio, we’ve enjoyed a survey completion rate of 26% and an overall guest satisfaction score of 93.5%.”—Bill Lewis, General Manager, Magnolia Hotel & Spa

Today’s Guests

One of our clients’ favourite features, Today’s Guests is a daily alert sent to you and designated team members each morning. You’ll know instantly who is checking in today, where they’re from, and how often they’ve stayed, plus any requests they’ve made and past survey results.

Monthly Metrics

This monthly report brings your data to life and shows you patterns in booking codes, regions, number of new bookings etc. The report will also show your overall survey approval rating and a recap of all guest comments.

BringBack email

Purpose

To invite guests to stay again and provide compelling incentives for doing so.

Schedule

Sent three to six months after departure or at a time specified by you. We find six months to be optimum.

Who receives it

All guests who provided an email address. You may deactivate this email if desired.

Special features

You can customize messages with date-specific offers, such as a “Stay three nights, pay for two” offer during need dates.

Insider tips

Use photos to remind guests of the memories they created during their last stay.

eNewsletters

Purpose

To keep your hotel top of mind and provide compelling incentives to visit.

Schedule

At regular intervals or anytime as specified by you. We find every three to six months to be optimum.

Who receives it

All guests in your database who have provided an email address. You may deactivate this email if desired.

Special features

You can group eNewsletter recipients according to where they live and how frequently they stay and customize offers to target specific need dates.

Insider tips

Exclusive offers and striking imagery generate higher click-throughs.