Guest reports: how to reply quickly and well, even from your email
By GuestChat Team ·
When a guest says something isn't working, the AI opens a report and lets you know. From then on, how the guest remembers their stay depends a lot on how fast you reply and how you do it. Here's the quickest way to do it well.
Where they arrive
In Reports on the dashboard, grouped by guest, with their property and how serious it is. And in your email, with a link that opens the reply page directly, without having to log in. It's a secure, single-use link.
What each report includes
- The guest's first message and, if they've written again, how many times.
- The photos they've sent.
- The translation into your language, with the original at hand.
- AI analysis: a summary of what's going on.
- Useful flags: Happened before if the guest brings up an issue that had already been marked as solved, or Guest said it works if it fixed itself.
Reply in your own words
You don't need to write a perfect message. Write what you want to get across, the way you'd tell a coworker: "the technician is coming tomorrow at ten, in the meantime they can use the living room radiator." Tap Reformulate & send and the AI turns it into a clear, friendly message for the guest.
Above it you'll see Suggestions for this issue, based on the problem and on similar replies. Tap one to use it as a starting point.
If your reply doesn't seem to answer what the report is about, you get a warning before sending: you can review it or Send anyway.
What the AI does next
Before sending, you choose:
- Keep the AI on (the default): the AI pauses for a moment and comes back on its own in about two minutes to keep helping the guest.
- Pause the AI: you take over and the AI doesn't reply until you turn it back on.
Pause it when the subject is sensitive (compensation, a serious complaint). Keep it on when you're just giving some information and the rest of the stay carries on as normal.
Mark it as resolved
If your reply already solves the problem, check Mark report as resolved before sending. If not, leave it open and close it once it's fixed. An open report keeps sending reminders and stops the automatic farewell on check-out day from going out, so that you say goodbye yourself.
What the AI learns
What you reply in reports, if it's useful beyond that stay, goes in summary form to the property's Extra Knowledge Base (if you have it turned on) and shows up in How you solve things, inside the property profile. Next time a guest reports the same thing, the AI will know what's usually done.
Response times we recommend
- High severity: reply in under half an hour, even if it's just to say you're on it.
- Everything else: the same day.
- The AI has already told the guest you're looking into it, but don't let that silence drag on.
Set up who gets the alerts
In Reports, the email alert settings let you add addresses (your business partner, your maintenance team), choose which types of alert each one gets, and send a test email to check they arrive. If you work with someone for maintenance, have them get only what's theirs: that way they read everything they receive.