What happens when a guest replies to a GuestRevu email?

If a guest replies to any communication sent via GuestRevu, whether it is an Invitation, Reminder, Management Response or Thank You, the client email reply will appear in your Inbox, which can be found by selecting Guests from your left-hand menu, and then selecting Guest Communications.

In addition, the envelope icon at the top of your screen, alongside your Log Out and Notification icons, will indicate the number of unread emails in this Inbox, and the emails will be forwarded to the forwarding email address specified for your account.

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Clicking the envelope icon will open a list of unread email subjects and a link to view the full messages in your Inbox. (Please note: Viewing the message, either in your email inbox or in the app, will clear the unread message indicator for your account.)

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Once you are viewing your Inbox, the number shown next to the Inbox title reflects how many emails you’ve received within your pre-selected date range, not the number of messages that are unread.  

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How do I view or respond to an email in my GuestRevu Inbox?

To view the email reply, either click on the subject of the email, or click on the Actions button and select View Email.

From within the email reply, you can respond to the guest by clicking on the Reply button, see details of the guest, including their previous communications and any reviews or survey responses, by clicking Quick View, or be redirected to your Reviews section where you will find more functions by clicking the Go To Review button.

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Clicking Reply will open a text editor where you can type out your response, and when you are satisfied, you can click the Send button. The guest will receive a response from the same email address that your surveys are sent from. Further email replies from them will also appear in your Inbox.

As soon as you have sent a response to an email in your Inbox, your message, along with the original email reply, will be moved to the Management Response section.

Management Responses

As soon as you have sent a response to an email in your Inbox, your message, along with the original email reply, will be moved to the Management Response section of your Guest Communications.

This section lists all management responses that have been sent from your account, whether by responding to an email reply, or by responding to a review directly. It also provides search functionality and the ability to filter management responses by the source that they were left on, such as Booking.com, TripAdvisor or your guest feedback survey.

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To view the management response, and the email chain connected with it, either click on the subject of the email, or click on the Actions button and select View Response.

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Once you have selected the Management Response that you would like to view, you will be able to see details of the guest, including their previous communications and any reviews or survey responses, by clicking Quick View. Clicking the Go To Review button will redirect you to the review in your Reviews section where you will find more functions.

What is the Forwarding Email Address?

Just under your Inbox, you will notice some text that says “Emails for this property will be forwarded to the default forward email address below”, followed by an email address. This is the address that all email replies to your questionnaires, reminders, or thank you emails will be forwarded to. By default, it is set to the address that you use to log in, but this can be changed to reflect a different address as necessary.

What gets sent to the forwarding email address?

All client email replies will be forwarded to the address specified in your account preferences. The email subject contains the guest’s name, and the name of the account they replied to, giving you some context at a glance.

Note: once you open this email, any unread indicators on the envelope icon on your GuestRevu dashboard will also be cleared.

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How do I change the Forwarding Email Address?

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Clicking the Change button for the forward email address will redirect you to the Account Preferences section of your account, where you can update the address that replies are sent to, along with a number of other account details. 

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Is there another way to see my email replies and management responses?

Guest communications can also be found under the Reviews section of your account.

Within List View, once a response has been sent by management, a tick will appear under the Management Response column for you to easily see which reviews have been responded to, and which have not.

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The column next to this will reflect Client Email replies. If you notice that this column is ticked for a review, this means that the guest has sent an additional reply via email.

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Clicking on the tick for a particular review will bring up the reply from your guest.