Hosted Chat Communication
Subject & Goal
This article will help you to get a better idea of the Hosted Property Processes. The main goal is to minimize the endless loop of some communication chains and ask the owners to contact guests themselves.
What is a Hosted Property?
Hosted is a service type at Hosteeva, where the owner uses Hosteeva Software to manage the properties and reservations. All the Hosted properties have an H icon on the timeline. So it will be easy to find out if the property is a Hosted Service type or not. On WhatsApp Group chat, The Hosted property Group chat name includes the following Icon, ⚠️. For example ⚠️Brook Road INN⚠️
Hosted Owners are welcome to receive quick and professional assistance 24/7 with the following topics from the Hosteeva Customer Support Team.
- Reservation
- Cancellation
- Extension
- Payment status
- Relocation
- Availability change (follow the procedure, do not open if any unsolved issue, ask to contact the account manager)
- Reputation (needs to be specified taking into consideration the Hosted Inventory doc information)
- Any emergency that needs immediate action
Customer Support Agents should reply to all the above-mentioned topics and communicate with owners within the frame of the mentioned list. Customer Support Agents are also responsible for guest messages and inquiries from Travel Channels (Except for Dinu Tise). For all other inquiries or questions not related to the frame of tasks mentioned above or not reservation-related requests and questions, the account manager should be tagged on chat.
Important Note:
When the guest checks in, the Hosted Property owner is responsible for any operational questions, inquiries, and support.
So whenever we receive a report from the guest regarding an operational issue ( Maintenance, Damage, Door Lock Issue, something that can only be solved with local team support, etc) we should create a WO in the case mentioned in the Hosted Inventory doc, or post on the relevant chat. The exception is made only for ⚠️Ocean Pier 3, OFP 1907, MB⚠️, as for this location both actions are applicable. We should minimize the back-and-forth communication. The guest should be redirected to the phone number mentioned in the check-in instructions no matter the consequential internal actions.
Hosted Property Types
1. Hotel Type
- Hotel Groups
- Hotels
For all the hotel-type Hosted properties, customer support agents are responsible for the questions about the above-mentioned topics (Reservation, Extension, Payment.......). In case of receiving a report from the checked-in guest regarding the operation-related issue ( Maintenance, Damage, Door Lock Issue, Amenity Related) we should follow these mandatory steps
- Ask the guest to go to the front desk and report the issue as it will get a quicker solution.
- Do not post anything on Hosted Support Chat or Hotel Management Chat
- Mark the case as Attention Needed/Challenging (if indicated in the Hosted Inventory doc) or for Refund purposes(this step is mandatory despite the information in the inventory)
- Create a work order (if indicated in the Hosted Inventory doc)
For Park Royal Hotels there is a detailed guide which you can check here
2. Individual Listing
- Brook Road,
- Mountain View Condos in Tenessee
- All other properties that are not in a hotel-type
For all the Individual Hosted properties, customer support agents are responsible for the questions about the above-mentioned topics (Reservation, Extension, Payment.......). In case of receiving a report from the checked-in guest regarding the operation-related issue ( Maintenance, Damage, Door Lock Issue, Amenity Related) we should follow these mandatory steps
- Ask the guest to contact the property manager/local team representative (the phone number mentioned in the check-in instructions) and report the issue as it will get a quicker solution.
- Do not post anything on Hosted Support Chat or Hotel Management Chat
- Mark the case as Attention Needed/Challenging (if indicated in the Hosted Inventory doc) or for Refund purposes(this step is mandatory despite the information in the inventory)
- Create a work order (if indicated in the Hosted Inventory doc)
Important Note:
Before asking/posting any questions on Hosted Group Chats, we need to make sure that we checked the previous messages on chat and all the other information sources/docs (Property Amenities, Notes, Google, Previous Group Chat Messages, Inventory Doc) not to have redundant questions.