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Guesty communication

OnceThe afollowing reservationdocument hascontains ended,information withabout the currentcommunication day beingthrough the guest'sGuesty check-out date, it is possible to make the closure call.channel.

Last Update: AugustJulio 20242025
Revised by: DanielJohanna TorresGarcía G.

Objetive

  • Protocol for Properly Conducting a Closure Call When No Issues Have Occurred DuringEstablish the Stay.
  • Establish a final communication with the guest, seeking positive feedback about their stay, and kindly emphasizing how important and valuable a 5-star review is for us.
  • The purposeuse of the callGuesty isplatform toas securethe aofficial goodcommunication reviewchannel, which centralizes messages from Airbnb, Booking, and encourage the guest to make a future reservation with us, by introducing them to our website and highlighting opportunities for savings.Vrbo.

BeforeThis initiating a Closure Call, thoroughly reviewreleases the ticket historyresponsibility of monitoring direct chats received through the reservationindividual platforms.

However, please keep in mind that the Guesty platform has occasionally experienced issues, so direct communications on Airbnb, Booking, and theVrbo guest'sshould entirenot chatbe to confirm there are no unregistered issues in the CRM.neglected.

FAQ's

Which reservations can I make a closure call to?

  • All reservations with a check-out date equal to or earlier than today, especially those not booked through Airbnb, can remain active for a year, allowing guests to leave a review.

  • In the CRM, there is a view called CLOSURABLES where all non-Airbnb reservations eligible for a closure call are accumulated.

How does making a closure call affect my KPI?
  • Once you have completed the entire closure call procedure as explained in this document, the system will award you 0.25 FDP (Front Desk Performance Points). These points will accumulate throughout the current month, and the agent with the highest number of FDP points at the end of the month will be named Agent of the Month and will receive an additional bonus. You can check the agents' ratings in real time from our Front Desk Control Panel, which is also available on the TV in the break room. Also you can check it from this link. Front Desk TV 
I want to make a closure call, but the system does not display the button to mark the closure call
  • The system will only allow a Closure Call to be made starting from the check-out date.


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