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Our Guest App and everything you need to know about it

Updated over 2 weeks ago

The OTA Sync guest app is completely web-based, so guests don't need to install the app to use it, just access the link sent from any device.

After creating the reservation, the guests will receive a unique link, which contains the details of the reservation, so that they can quickly and easily do the check-in themselves and skip the eventual queues upon arrival, they can explore what else is on offer in addition to the accommodation they have booked, send requests before and during their stay, all in full compliance with your company's guidelines.

To start using the guest application, it is necessary to make settings within the system and to activate the module itself.

Activating the guest app module

Activating the module can be found in the settings, in the Marketplace tab. Go to All Settings - Marketplace - Guest app and click the Activate button.

When the module is activated, a window for the basic settings of the guest application will appear:

Basic set up of guest app

Custom Mail Template

In the Custom Mail Template field, you can enter the text you want to be emailed to guests along with a link to the guest app.

Note: If you do not enter your text, our generic email text will be sent with the link.

Payment for additional services through the guest application

  • If you set the cash payment option to Yes, when booking additional services through the application, payment will not be mandatory, but it is understood that cash payment can be made directly at the facility

  • If you set the cash payment option to No, you need to select the type of payment you accept in the Payment type field (card, stripe...), then when booking additional services, a window for entering payment data will immediately open

Guest notification

In this section of the settings, you can specify for bookings through which channels the link for the guest application can be sent.

The second field concerns the setting of the period when you want the guest application to be sent, whether immediately after booking or at some other set interval.

Collecting personal documents of the guest

Through the guest application, each guest can attach a photo of the document.

In this setting, you can set which of the guests is required to attach the document, whether only the primary guest or all guests from the reservation older than 18 years.

Also, if there are any special instructions regarding documents, you can enter it in the field of instructions for adding documents, for example: "it is necessary to take photos of both sides of the passport"

Guest Fields

In the field related to guest data, select which options are mandatory and which are optional, so guests will be required to enter the data you specified as mandatory in order to complete the online check-in.

Arrival instruction

In this field, you can enter a text description of the arrival instructions, so that guests can find your property more easily. ​

Note: This printout will be visible to guests only when they complete the online check in.

Select the other offered options and then save the changes.

Once you have done the basic settings, you need to continue with the settings of additional services and added information that will be found in your guest application, in order to start using them.

Layout of the guest application and settings of additional services and information

When the guest accesses the application by clicking on the link, he will see a display of 4 fields:

  1. Online check in

  2. Guest book

  3. Additional offer

  4. My booking

The Online check in and My booking sections are automatically generated based on the data from the reservation itself.

The sections that are fully adjustable from your side are the Guest book and Additional offer.

You can also choose whether you want a dark or light mode, as well as the preferred language for using the application.

Set up of a guest book

In order to set up guest book, you need to go to All Settings > Property Policies and on the right you will see the Guest book section.

In the Guest book settings, there are already offered, predefined options, that is, questions about the object, location, contact information... If you do not need any of the them, you can delete them by clicking on the bucket icon.

Adding a new question to the Guest book

To add a new question simply click on the '+' icon.

First insert the question, which will be visible to the guest, and then provide as detailed an answer as possible. You can also attach images or other files that you feel are necessary.

When you enter the Guest book option in the guest application, it will look like this:

In this way, the guest can easily and quickly be informed about the location of the object, get contact information or any other relevant information.

Setting up the Additional offer section?

All or only the desired additional services that you have in the system can be found in the offers display in the guest application.

Adding new additional services to the overview for the guest application

You can add new and edit existing categories of extra services via the option All settings - Rooms and extras

Note: Extra services are displayed to guests by category, so all services from the corresponding category will be displayed to the guest, if you select that category for display.

By clicking on the plus icon you can add a category of additional services, while on the pencil icon you can change the name of the category and mark whether you want that category to be visible on the guest application or not.

Once you've created categories, see the following link to see how to add additional services to that category.

If you choose the option to have that category highlighted on the home screen of the guest app, it will look like this:

How to send a guest app to guests

You can send the guest application link when creating a reservation, in the last step, or later at any time, from the reservation window.

Sending a guest app link when creating a reservation:

Note: In order for the link to be sent, you need to enter the guest's e-mail in the field provided for entering e-mail

Sending a guest app link from the reservation window

When you enter the booking window, in the right part of the window there is an option Send Guest app link. Clicking on the option opens a window for entering the e-mail to be sent.

By clicking on the copy icon, the link will be copied, and you can send it to the guest through some other communication application.

Important: If you want to send guest app link to the guest, through the Booking.com messaging system, or through our Omni channel inbox module, you need to do the so-called whitelisting of the domain first, that is, to allow Booking to display such links to guests. For more information about it, see here.

Finally, when the guest checks in online through the guest app, a green square will appear next to the guest's name, while the icon for the guest app will also turn green.

If the guest enters text in the Note field during online check-in, such text will be displayed in the reservation note


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