- Connect Welcome Pickups to Tourmie
- Connect Stasher to Tourmie
- Connect your Hoteliga account to Tourmie
- Connect your Rentability account to Tourmie
- Connect your WhatsApp Business account to Tourmie
- Connect your RentalWise account to Tourmie
- Connect your HotelAvailabilities account to Tourmie
- Connect your Loggia account to Tourmie
- Connect your Smoobu account to Tourmie
- Connect your WebHotelier account to Tourmie
- Connect your Lodgify account to Tourmie
- Connect your BookingSync account to Tourmie
- Connect your Hosthub account to Tourmie
- Connect your Hostaway account to Tourmie
Understand guest requests
What are Tourmie’s digital guest requests?
Tourmie’s digital guest requests are a convenient and efficient way for guests to submit requests related to their stay or the services offered at your hotel or property. This eliminates the need for traditional methods like phone calls or in-person inquiries, saving both guests and staff valuable time and effort.
What can I do with Tourmie’s digital guest requests?
Tourmie offers a range of features to help you easily manage your guests’ requests.
- Receive and submit requests: Allow your guests to submit additional requests for their stay and make any necessary payments conveniently online from their smartphones. No waiting times or phone calls required.
- Organize, manage, and assign tasks: Keep all guest requests in one place, manage your daily tasks, and assign responsibilities to team members or external partners. Instantly see which requests are pending, in progress, or completed.
- Real-time status updates: Save valuable time on phone communications. Your guests can receive comprehensive updates on the status of their requests and track their progress in real-time.
What are the benefits of digitizing guest requests?
Using Tourmie for your guest request management offers numerous benefits, including:
- Enhanced guest experience: Improve your guests’ experience by quickly and effectively addressing their requests.
- Increased efficiency: Save time and boost your efficiency by automating tasks and reducing wait times.
- Improved communication: Enhance communication with your guests by providing a central channel for all requests.
- Data collection: Gather data on guest requests, which you can use to enhance your services.
What types of guest requests can I create?
Here’s an overview of the different request categories you can create:
- Stay modifications: Requests for stay modifications, such as room changes and arrival/departure time adjustments.
- Additional amenities: Requests for additional amenities, such as fresh towels, special pillows, extra blankets, and baby cribs.
- Additional services: Requests for additional services, such as linen changes, housekeeping, laundry, babysitting, and room service.
- Potential issues: Requests for potential issues during the stay, such as electricity outages, malfunctioning appliances and damages.
Useful concepts
Request statuses:
Payment statuses:
Types of guest requests
- Early arrival
- Late departure
- Confidential arrival
- Confidential departure
- Self check-in
- Self check-out
- Extra bed
- Extra blankets
- Extra pillows
- Clean bed linen
- Bed sheets
- Orthopaedic mattress
- Orthopaedic pillow
- Clothing hangers
- Mosquito net
- Sleep masks
- Earplugs
- Alarm clock
- Nail cutter
- Hairdryer
- Toilet paper
- Fresh towels
- Bathrobes
- Slippers
- Shampoo & conditioner
- Hand wash
- Body wash
- Facial cleanser
- Toothpaste
- Toothbrush
- Mouthwash
- Shower caps
- Sanitary towels
- Tampons
- Q-tips
- Cotton rounds
- Makeup remover wipes
- Disposable razors
- Shaving cream
- Bath bombs
- Bath salts
- Beach Towels
- Silverware
- Dishes & bowls
- Mugs & cups
- Glassware
- Wine glasses
- Knife set
- Cutting board
- Cookware
- Cooking utensils
- Coffee & tea
- Salt, sugar & pepper
- Seasonings
- Condiments
- Paper towels
- Dishwasher tablets
- Dishwashing soap & sponge
- Wine, can & bottle openers
- Oven mitts & pot holders
- Baby cot
- Crib
- High chair
- Baby monitor
- Bathtub
- Children’s dinnerware
- Outlet covers
- Books
- Toys
- Stroller
- Furniture covers
- Bed
- Treats
- Toys
- Plastic bags
- Towels
- Mat
- Cage
- Adaptor
- Scissors
- Hot water bag
- Iron & iron board
- Mosquito repellent
- Umbrella
- Cane stick
- Thermometer
- Wheelchair
- Flower vase
- Laptop
- Office supplies
- Board games
- Gaming console
- Batteries
- Sewing kit
- Mobile charger
- First-aid kit
- Extra keys
- Room change
- Wake-up call
- Shoeshine
- Laundry
- Housekeeping
- Doctor on call
- Babysitting
- Security
- Room service
- Breakfast service
- Parking
- Dry cleaning
- Ironing
- Internet access
- SIM card
- e-SIM card
- Maintenance
- Disposable gloves
- Antiseptic hand gel
- Cleaning supplies
- Cleaning cloths/towels
- Waste bags
- Indoor broom & dustpan
- Outdoor broom & dustpan
- Vacuum
- Mop
- Plunger
- No Wi-Fi
- Appliance fix
- No hot water
- Room temperature
- SOS line
- Locksmith
- Clogged toilet
- Clogged shower drain
- Other
- Taxes
Create request types
To create your request types:
- Go to Settings > Guest requests
- From the Request types section, select the types of requests you offer.
For each request type you add, you can specify:
If the request is available at all properties:
Leave the “Available to all properties” checkbox enabled.
If the request is available at specific properties:
- Click the “Adjust properties” button.
- Deselect the properties where the request is not available.
If the request is chargeable at all properties:
Leave the “Chargeable to all properties” checkbox enabled.
If the request is chargeable at specific properties:
- Click the “Adjust properties” button.
- Deselect the properties where the request is not chargeable.
If the request is paid online at all properties:
Leave the “Online payments to all properties” checkbox enabled.
If the request is paid online at specific properties:
- Click the “Adjust properties” button.
- Deselect the properties where the request is not paid online.
If the charge amount for the request is the same across all properties:
Click the “Set price for all properties” button.
If the charge amount for the request differs per property:
- Click the “Adjust properties” button.
- Enter the charge amount in the “Price” field, per property.
After completing the above steps, click the Update button at the bottom of the page.
Create a new request
1) Creating a request by a guest
Once you have created your request types, they will automatically appear in your guest guide. From there, your guests can view and submit their requests.
To create a request:
- In the “Special requests” section, the guest selects the request they want to create.
- The guest fills in the necessary information regarding their request:
- Type: The type of request.
- Date: The desired date for the request to be fulfilled.
- Time: The desired time for the request to be fulfilled.
- Payment details (only for chargeable requests)
- If payment is made online via Tourmie: The guest enters their card details.
- If payment is made offline directly to you: The guest is informed that the payment must be made directly to you.
- If the guest has any comments regarding the request, they can record them in the “Messages thread” field.
- Type: The type of request.
- Finally, the guest clicks Submit request.
After submitting the request, the guest will receive a notification email, which includes a link to the request page. From there, the guest can:
- View information about their request.
- Get real-time updates on the payment status if the request is chargeable.
- Get real-time updates on the progress of the request.
Additional features
• Guest messaging
Send messages to your guest regarding the request.
• Notes
2) Creating a request for a guest
To create a request for a guest:
- Go to Guest requests.
- Click on the Add new button.
- In the Details tab, enter the necessary information.
- Guest
- Search the guest: Type the name, email, phone, guest ID, or booking number to find your guest.
- Add a new guest: If the guest doesn’t exist, you can add them by clicking Add new guest. Fill in the required information and click Submit.
- Type: Select the type of request.
- Date: Set the desired date for the request.
- Time: Set the desired time for the request.
- Assign to: Select an account member to assign the request to.
- Request status: Set the status of the request.
- Guest
- If the selected request type is chargeable, an additional tab titled “Payment Details” will appear, where you can edit the charge amount and set the payment status (if payment is made offline directly to you).
- Finally, click the Submit button.
After submitting the request, the guest will receive an email notification including a link to the request page. From there, the guest can:
- View information about their request.
- Receive real-time updates on its progress.
- Complete the payment if the request is chargeable.
View submitted requests
To view the requests submitted by your guests or created by you and your team, go to the Guest requests page. There, you can view all your requests in chronological order.
- Request ID: The unique identifier for the request.
- Type: The type of request.
- Guest: The guest who has submitted or is associated with the request.
- Property: The property where the guest is staying.
- Assigned to: The account user who has been assigned the request.
- Date: The date and time the request is to be fulfilled.
- Amount: The charge amount for the request.
- Request status: The current status of the request.
Viewing a submitted request
- Go to Guest requests.
- Locate the request you want to view and click on its Request ID.
On the request details page, you can see all the relevant information, such as:
- Request details: Guest name, request type, request date and time, user assigned to the request.
- Guest information: Guest name, guest ID, email address, phone number, property, booking ID.
- Message flow: The complete communication history with the guest regarding the request.
- Notes: Any notes recorded by your or other account users related to the requests.
- Request page URL: A direct link to the guest’s request page.
Searching a submitted request
- Go to Guest requests.
To find the request you’re interested in:
- Search: Type keywords from the guest’s name, request type, status, or other relevant details into the search field.
- Sort: Click on the column headers to sort the requests based on different criteria (e.g., date, guest, request type).
Manage submitted requests
To manage the requests submitted by your guests or created by you and your team:
- Go to Guest requests.
- Locate the request you want to view and click on its ID.
- On the request details page, you can perform the following actions:
- Update the scheduled date and time for the request.
- Assign the request to a different user.
- Update the request status.
- Pending: Change the status to “Pending” if the request is still awaiting confirmation.
- Confirmed: Change the status to “Confirmed” if the request has been confirmed and is set to be fulfilled.
- In progress: Change the status to “In Progress” if the request is currently being worked on.
- Canceled: Change the status to “Canceled” if the request has been canceled.
- Completed: Change the status to “Completed” if the request has been fulfilled.
- Change charge amount (The charge amount can only be modified when the request status is “Pending” or “Confirmed”.)
- Send a message to the guest regarding the request.
- Add notes: Write notes for yourself and your team regarding the request.
4. Finally, click the Update button to save your changes.
Frequently asked questions
Your guests can easily submit requests through your digital guest guide on Tourmie. From the Special requests section, they can:
- Select the category of their request (e.g., early check-in, housekeeping, clean towels).
- Specify the desired date for the request to be fulfilled.
- Make their payment directly (if the request is chargeable).
You can view all submitted guest requests on the Guest requests page. Here’s how to quickly find the request you’re interested in:
- Search: Use the search field to quickly locate a specific request by typing in keywords such as the guest's name, request type, or status.
- Sort: Click on the column headers to sort the requests based on various criteria, such as date, guest, request type, and request status.
Once you receive a guest request, you can mark it as "In Progress" to inform the guest that you are working on resolving it. Here’s how:
- Go to the Guest requests page.
- Click on the request ID of the request you want to update.
- Update the request status to “In Progress.”
- Click the Update button to save your changes.
Tourmie allows you to communicate directly with your guests from their request page. Here’s how to do it:
- Go to the Guest requests page.
- Click on the ID of the request you want to communicate about.
- In the Message thread tab, type your message.
- Click Send message.
The guest will immediately receive an email notification with your message.
Once a guest's request has been resolved, you can mark it as completed. Here’s how:
- Go to the Guest requests page.
- Click on the ID of the request you want to update.
- Update the request status to “Completed.”
- Click the “Update” button to save your changes.
This action indicates that the request has been successfully resolved.
To assign requests to your team members:
- Go to the Guest requests page.
- Find the request you want to assign and click on its ID.
- In the Request details section, locate the “Assign to” field.
- Select the team member you want to assign the request to.
- Click the “Update” button to save your changes.
This will delegate the request to the chosen team member, ensuring it is handled appropriately.
Tourmie allows you to grant access to external partners, such as cleaners and property management companies, so they can receive and manage guest requests on your behalf. Here's how:
- Go to Settings > Account > User.
- Click the +Add user button.
- Fill in the necessary information for your collaborator.
- Click Submit.
Then:
- Click on the pencil icon next to the added user.
- Grant access to the Guest requests feature.
- Click the Update button.
By following these steps, you'll ensure that your external collaborators have the necessary access to handle guest requests efficiently.
