Managing Requests and Messages
What is a request?
A Request refers to an inquiry or order made by a guest for an additional service or upsell. Requests are tracked and managed through the Requests section, which provides all relevant details, including:
Request ID – A unique identifier for each request.
Type of Request – The category of the requested service or item.
Request Dates – The time period or date the request applies to.
Total Amount – The cost associated with the request.
Status – The current state of the request (e.g., "Requires Action," "Awaiting Payment," "Approved," "Declined").
Guest ID – The unique identifier of the guest making the request.
Notifications and tracking
Requests Tracking: Keep a tab on incoming guest requests for upsells through the Requests section. This area displays all the details you need, including request ID, type of request, request dates, total amount, status, and the guest ID associated with each request.
Email Notifications: Notifications of requests and their statuses (like 'Requires Action', 'Awaiting Payment', etc.) are sent to both your email and the guest's email. This ensures that both parties are informed and can take necessary action promptly.
Actions You Can Take on Requests
Approve a Request: If the request is feasible and you have the resources to fulfill it, you can approve it. Approval typically triggers a notification to the guest that their request has been accepted, and it may prompt them to make any necessary payments if they haven't done so already.
Decline a Request: If you cannot fulfill a request due to availability issues or any other reason, you have the option to decline it. It’s important to communicate the reason for the decline to the guest to maintain good service and manage their expectations.
Modify a Request: There may be situations where a guest's initial request needs modification—perhaps due to partial availability of the requested items or alternative options you can offer. In such cases, you can modify the request and communicate the changes to the guest for their approval.