Contact-free Hotel Experience - Questions & Answers
Many thanks for attending our webinar
on the Contact-free Guest Journey.
We received many questions on the topics covered and have categorised and answered them below.
If there is any further information you require, please do not hesitate to contact us on enquiries@Guestline.com or speak to your Account Manager.
Booking Platform
Payments
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Can payment of the balance be requested using “pay by link” on pre-arrival guest communication?
Yes - ‘Pay link’ functions may be inherent in your existing Payment Gateway provider. Exclusively for GuestPay, we will be releasing a “pay link” that is integrated with Rezlynx PMS
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In regard to pre-pay rooms, can you offer a link where guests pre-pay closer to booking before they arrive instead of when they book?
Yes - ‘Pay link’ functions may be inherent in your existing Payment Gateway provider. Exclusively for GuestPay, we will be releasing a “pay link” that is integrated with Rezlynx PMS.
- When we were using this before, reservations were not updated with payments automatically - has this changed?
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How would it show on the Rezlynx screen which guests have already pre-paid?
With GuestPay pay link it will be simple for the hotel team to identify within Rezlynx which guests have prepaid, and to prepare for the safe arrival of those guests who still need to pay.
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How can you avoid potential fraud for pre-payment?
Payments that are handled over the phone (MOTO transaction) can be considered less secure and are more susceptible to chargeback/fraud. The security of payments can be improved via ECOM transactions that include 3D secure (see “pay link”)
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With the payment method you have suggested, hotels are wide-open for undisputed chargebacks for full accounts. Has a secondary authentication been implemented?
PayLink will largely replace payments previous taken over the phone as MOTO transactions. MOTO transactions are the ones most susceptible to chargebacks. PayLink will be performed as an ECOM transaction which, where supported, will be further secured by 3DSv1.
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Are advanced payment set up in Roomlynx?
In order to make a DBM rate ‘Advance Payment’, go to Payment Config in Roomlynx and select the ‘Pay Now’ option under the rate code
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Can the emailing out of invoices be set to be automatic? Is there a payment link button that can be sent via email template now?
To provide hotels and guests with as much flexibility as possible, and to ensure that invoices are always sent to the correct profile associated with the reservation (remember that Rezlynx supports multiple profiles on a single reservation), the user selects the requisite profile and triggers the invoice email.
A unique ‘clickable’ pay link (inherent in existing payment gateway) can be pasted into the email which provides the guest with a secure method of settling their bill online.
The payment can then be posted manually on to the folio in Rezlynx -
We use Secure Trading (now Trust Payments), rather than GuestPay. Will the pre arrival option to pay prior to check in be available for our guests to use?
There are many benefits associated with GuestPay so please contact your account manager to find out how your hotel could already be saving money and time.
In the meantime, you can use the non-integrated pay link function within the Secure Trading/ Trust Payments PayMe portal to generate links. For assistance activating this please contact our Guestline Support team. -
For advanced payments, do we need to have GuestPay?
There are many benefits associated with GuestPay so please contact your account manager to find out how your hotel could already be saving money and time.
In the meantime, you may be able to use non-integrated pay link functionality in your existing payment gateway to manually process advanced payments.
Alternatively, if you would like to get more information about GuestPay please click the link below: -
Other than Booking.com are any other channels available for taking automated payments?
We currently offer automated payment processing for Booking.com only. Please note, every OTA is different and reservation specifications can vary. As a result, implementation of auto payment processing is not a one size fits all. We are currently considering options of how to best implement this feature for your most popular distribution channels.
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For check-out is there a way that guests can pay online?
A Paylink can be sent by email or SMS (non-integrated) the evening or morning before departure. The guest can then pay online securely prior to departure
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Would it be possible for us to pre-authorise guests cards for any extras on check out although we are taking full payment on arrival?
Pay link functionality is not intended for use in processing pre-authorisations. The secure and safest way to do so is through chip and pin at the time of arrival.
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The Guestpay link – will this feature be automatically added through updates and at no extra cost?
While we believe that every hotel will want to benefit from the operational savings made possible by pay link, we also recognise that no two hotels are the same and that choice is important. For this reason, we intend to make this an optional feature which will only be charged to those hotels who elect to use it. Full pricing will be available over the coming weeks.
Digital Registration
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Does this application carry any additional costs or setup charges?
Recognising that the hospitality industry is coming through unprecedented times, we are working hard to keep any incremental costs as low as we possibly can. Further details will be provided at the next webinar on the 30th June.
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Is it possible to add upsell options on the digital registration form (upgrade rooms, bottle of Champagne in the room etc)?
Having listened to our customers we believe that the priority is to provide a simple, integrated and cost-effective pre-registration solution, that supports the contact-free guest journey.
Further enhancements of the solution will follow in rapid succession but the exact functionality (such as upsells) is yet to be finalised and will, in part, be dependent on the evolving guidance coming from respective local governments. -
Can the digital registration work with bookings via corporate travel agents e.g. Capita - where traditionally the agent does not have the guest email address?
To ensure that pre-registration provides a safe and secure platform through which guests provide their details, we intend to use either of these data points for authentication:
1. Rezlynx booking reference and last name.
2. Last name, arrival date, and stay duration.
Between them they cover more than 90% of use cases. -
How can I access digital registration on Rezlynx?
Thank you for your interest and we will be delighted to provide you with further details at the next webinar on the 30th June.
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I understand that the digital registration form is still in development. Can you offer any guarantees as to when these will be live? Do you think we will have it by 4th July?
Our target is to release our solution late July. A key consideration will be Government guidance; things are likely to change and we will adapt accordingly. At this time there is no guarantee on this date. We will provide updates to customers through our regular updates. In the meantime, please register for our webinar on 30/06. You can plan ahead with functionality available to you in Rezlynx today, registration cards can be prepared and emailed to guests for completion prior to arrival.
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Does the online pre-arrival registration include card details being taken as a guarantee?
Having listened to our customers we believe that the priority is to provide a simple, integrated and cost-effective pre-registration solution, that supports the contact-free guest journey.
Further enhancements of the solution will follow in rapid succession but the exact functionality (such as capturing credit card details) is yet to be finalised and will, in part, be dependent on the evolving guidance coming from respective local governments. -
We have the Guestfolio CMS tie in - can this registration online be added as a link from the emails we currently send out?
Our digital registration solution will follow a static URL which can be integrated to third party communication products.
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Do you need to be using the Guestline Booking Engine for digital guest registration to work?
Our new digital guest registration solution has been designed to work without a dependence on the booking engine.
F&B Ordering - Deliverect interface
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How much is the interface for Deliverect?
We, at Guestline, are only charging our monthly support fee for the interface, and we are waiving our normal Interface fee if you sign up before 31st August 2020.
Deliverect’s pricing is on their website and any other 3 parties would need to be contacted directly. -
How do we set it up and can we deselect Deliveroo etc?
We firstly need to check what version of Guestline EPoS you are using and then arrange for the update that includes this interface. Whilst that is happening you will need to decide how you want to sell online, via a specific ordering channel like JustEat or just use a simple online ordering webpage for inhouse or all customers. These options can be discussed with you further for us to help describe all options. Once you have made your decision then you will need to sign up to Deliverect and any other channels you wish to use.
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Please can you clarify how the F&B ordering will work - will orders go straight into the EPoS system and the kitchen printer? Will guests be able to place direct room service orders?
When an order is placed via the online channel it will be passed to Deliverect and then to our EPoS system. The first notification you will have that an order has been received is the EPoS order printers producing the picklists.
You can see the orders in the EPoS software, move it to a table or simply update the status if they are for external delivery.With regards Room Service – if you use Flipdish, or another online ordering platform that interfaces to Deliverect, then your guests can view your menu and place orders online; their order will print in the kitchen without the guest needing to call reception.
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Can this be used for non-residents?
The online ordering is not restricted to resident customers only. We have interfaced Guestline EPoS (not Rezlynx) to Deliverect which sits in between the EPoS and the online ordering channels. Orders placed on these online channels (Just Eat, Deliveroo, UberEats or your own web page provided by Deliverect or possibly Flipdish) will pass into the EPoS system.
They could be used by any of your customers.
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Can it be used for drinks?
Yes, the online menus you can create would be for food, beverages, or any other items you have setup in your Guestline EPoS system.
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Do we contact Deliverect ourselves or is this something you do for us?
We will provide you with a link to a specific Guestline customer sign up page for Deliverect.
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Does the interface work with a third-party EPoS e.g. Aloha?
Please speak to Aloha or your EPoS supplier. Our interface is available to Guestline EPoS customers only.
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Can this F&B functionality be found in Rezlynx now?
No, Guestline EPoS is another product sold by us at Guestline. If you would like more information or to enquire about purchasing it, please email enquires@guestline.com or speak to your Account Manager.
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Does GuestPay integrate with Deliverect so customers will be able to pay at the table (as well as order)?
Deliverect does not use or integrate with GuestPay. Depending on the features you are using with a click and collect page from Deliverect or one of the other interfaces, then your customers can order and pay at their table. Deliverect interfaces to their own payment systems (Stripe) - other channels may use something else.
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If so, does the payment update in EPoS automatically or does it require manually processing through the till?
When an order from Deliverect, Just Eat, UberEats or any other channel is received, we add it to EPoS using a new payment method that can be set up, for example “OnlineOrder”. We do not know if a payment was made by Visa or Mastercard, we are only informed if the order has been paid or not.
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What happens to the order on the till once the guest has paid online?
This depends on what you want to do. If you want to have the order on a normal table bill, then you can move it to a table. Alternatively, you can simply update the status of the order which feeds back to the online channels. Once the order has been set to 'In-Delivery' or 'Collected' it will be a closed bill.
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Is there a Guest App for these features (online ordering food/drink at the table)? Or are they directed to a webpage?
With reference to the Deliverect click and collect page or Flipdish online ordering, then these are web pages that sit on your hotel's website. Just Eat, UberEats or Deliveroo have their own apps available to download.
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How do the online payments for F&B appear on the Back-Office Report? Are they displayed as separate payment method?
Yes they are and you can choose the name of the payment method for reporting.
Guest Comms & SMS
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Can SMS messages be sent and received via Rezlynx PMS?
SMS messages can be sent but not received, to activate please contact your Account Manager
- If an email template is sent with options to upsell can we add a button that they can click on that will automatically add it to their booking?
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How can I send emails to guests from within the PMS? I am aware of emailing invoices or confirmations, but how do I send a simple email message from within Rezlynx PMS?
We will upload an article on emails to the Support portal asap [see below for details of the portal].
We’ve also done a webinar on Guest Communications - you can request the recording on this page. -
When sending guest messages via Rezlynx such as invoices etc. can these be pre-set rather than having to type the message each time?
Please go to our Support portal [see below for details of the portal] where you can watch one of the pre-recorded product training nuggets on this.
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Are there any additional fees for in house / post check out communication?
No, there are no additional fees for email communications. SMS does have additional charges
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Ref breakfast bookings - any tools if one is to encourage time slot bookings at time of making book or indeed at check in? We can only seat a certain quantity with social distancing etc
If you have a restaurant booking system, you could provide links within your communications asking guests to book breakfast times in advance.
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Do you have a recommended online contract signing portal so guests do not need to come into the hotel to sign an event contract in person?
There are numerous providers available for online contract signing. We would advise looking at what is available based on your needs and budget.
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What if you send a pre arrival email to guests and it goes into their junk folder? (This currently happens) how do we avoid this so it goes into their inbox?
This can be a very common problem. First check that you have an email policy (SPF) set up, this allows Guestline’s email servers to send email using your hotel’s domain name.
Secondly, wording within the email can lead to mail clients or mail gateways picking these emails up as spam. Contact the Guestline Support team who will be happy to troubleshoot.
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Bookings from Inntel & Hotelrez have no guest contact info, how will they work?
As a minimum we would require either Email address (for email) and mobile number (SMS)
Webinars
Support
- Where do I find the Guestline portal?
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I am having a hard time visualising how this works - it would be good to show real examples. I assume the guest needs to download something on their phone?
There’s nothing to download, it’s a web page available on all devices. There were some real life examples shown on today’s webinar and more will be shown on the webinar on 30th June.
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Is there a plan to send out a ‘how to’ for all the existing features you have spoken about?
On our Support portal, there are a variety of product training nuggets that provide more of an overview on existing features.
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