💡Important to know:
To view an order that a guest has made via the Concierge, go to Guest activity > Orders.
In this article
View your guest Orders
Order process
Contact the guest
Add the order to your PMS
This article explains how you can see a list of Orders for your property’s Offers and Room upgrades that your guests have placed via the Concierge.
View your guest Orders
To view an order (an offer or room upgrade) that a guest has made via the Concierge, go to Guest activity > Orders.
The Orders page contains all the orders placed by your guests, displayed in order of the most recent Ordered date, where you can view the following details for each order:
Guest Name
Offer name
Offer type
Revenue (the price)
Ordered (the date ordered)
Under the Actions column, you will be able to Confirm or Cancel the order, and/or view the status of the order: Confirmed/Cancelled.
Order process
Once a guest places an order via your property’s Concierge, they will receive an email notification confirming that their order has been received (and confirmed, if applicable).
An email notification will also be sent to the email address you have specified in Settings > Emails > Notifications > Offer confirmations.
Once the order has been placed, the order will appear in Guest activity > Orders.
If the Confirm automatically setting is enabled for the Offer a guest has ordered, you will see the status as Confirmed (however, you can Cancel the order, if needed).
If the Confirm automatically setting is not enabled for the Offer a guest has ordered, you will need to manually click Confirm or Cancel on the order. Once this action has been done, an additional notification email will be sent to the guest, informing them that their order was confirmed or cancelled.
💡 To configure an Offer to be confirmed at the time the order is placed, go to Upsell > Offers > click Edit on the relevant offer > Advanced tab > tick Confirm automatically. Learn more: Offer Segments and Advanced settings
Contact the guest
If you need to contact the guest about an order, simply reply to the offer confirmation email notification that your property receives, and your reply email message will be sent directly to your guest.
Add the order to your PMS
If your property has a 1-way integration with your PMS, you will need to add the order to the guest account (the same process you would follow if they had contacted you directly and ordered something verbally).
If your property has a 2-way integration with your PMS, the order will automatically be added to the guest's account in the PMS when you Confirm it in the platform.