This article aims to clearly summarise the breadth of functionality available to customers using StayNTouch and Guest Engagement.
🔁 Reservation update frequency
Reservation data is refreshed in two different ways with this integration.
Hourly, at ~5 minutes past the hour: Updates to reservations are synchronised. This includes changes to stay dates, status changes, etc. This does not include changes to the guest data; for example, guest email address.
Daily: Full synch of all data, which includes updates to guest data (ie. data that is updated about the guest during Guest Engagement's check-in process)
❗ Only reservations 30 days into the future (based on date of arrival) are brought back to Guest Engagement.
✍ Check-in module
Guests are able to complete Guest Engagement's check-in form, which then updates the reservation in StayNTouch (and ultimately in Guest Engagement, once the next batch of reservation updates are sent from StayNTouch).
The following data fields in StayNTouch can be modified via a guest completing the Guest Engagement check-in form:
First name
Last name
Email address
Phone
Country
Date of birth
❗ The field Last name must be present on the check-in form in Guest Engagement, or else the integration will not work.
All other data collected via Guest Engagement's check-in form will be stored in the Notes tab of the Guest Card:
Details collected of accompanying guests will be stored as a note accessible from the Stay Card:
🎁 Upsell module
Setting up offers
Each offer in Guest Engagement needs to be mapped to its respective item in StayNTouch, so that the appropriate charges can be added to the guest's invoice.
This is achieved under the Advanced tab when setting up an offer:
Important: If your offer is not mapped to an item in StayNTouch, then nothing will be sent to StayNTouch at all.
Setting up room upgrades
Setting up room upgrades follows all the same steps and functionality as offers, with the following differences.
Each room upgrade in Guest Engagement needs to be mapped to its respective offer and room type the upgrade is for (as in, the room the guest will upgrade to) in StayNTouch, so that the appropriate charges can be added to the guest's invoice.
This is achieved under the Advanced tab when setting up an offer:
When a guest wants to upgrade their room using Guest Engagement
The possibility to order a room upgrade in Guest Engagement is based on live availability. This availability is checked on page load (that is, when a guest opens the actual "Upgrade from economy to superior!" page in Guest Engagement's Concierge. If, at the time of page load, there was availability of the room type to be upgraded to, then the call-to-action button will be active and shows the CTA label selected in the setup of the upgrade offer (eg. "Order now"). However, if there is no or insufficient availability, the call-to-action button will instead be greyed-out and will read "Sold out" in English, or the equivalent translation for whichever language is currently active in the UI.
Even though room upgrades are based on live availability, the order still needs to be marked as confirmed in Guest Engagement in order for it to then be updated in StayNTouch.