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Guest Journey Settings

Pre-Arrival

In this section you define how your guests experience the Pre-Arrival phase — the time between booking and arrival at your hotel.

These settings control what guests see, what they can do, and which information you collect before check-in. All changes apply to both the digital concierge and the Self-Check-in terminal, unless stated otherwise.

Below you’ll find an explanation of each setting.

 

Custom texts in guest pre-check-in

Here you can customize the wording your guests see during the pre-check-in process. This allows you to keep your hotel’s tone of voice and branding consistent.

 

Login with name and departure date

Your guests can log in to the concierge using:

  • Their last name, and
  • Their departure date

This applies to both:

  • The digital concierge (mobile/web), and
  • The Self-Check-in terminal in your lobby

If activated, guests do not need a booking reference — they can simply identify themselves with these two details.

 

Check-in time

Here you define the official check-in time of your hotel (e.g. 15:00).

This time is shown to guests in the pre-arrival communication and helps set expectations about when their room is likely to be ready.

 

Payment type

You can choose how payments should be handled before arrival:

Pre-Payment

Guests must pay the full amount in advance before completing their pre-check-in.

Zero Authorization

Guests enter their credit card details.
No money is charged — the system only checks whether the card is valid.

Full Authorization

The entire amount is blocked on the guest’s card before arrival (but not yet captured as a final payment).
Tokenize and capture it on checkin

Guests enter their credit card details.

No money is charged — the payment is only processed when the guest checks in at the hotel.

This setting is crucial for your hotel’s payment strategy.

 

 

 

Identity check

If activated, guests must provide their:

  • ID card, or
  • Passport details

during the pre-check-in process.

This is especially relevant for legal or regulatory requirements in certain countries.

 

Membership enrolment

You can invite guests to join your hotel’s membership or loyalty program during pre-check-in.

If activated:

  • Guests will see an invitation in the pre-check-in flow
  • You can customize:
    • The name of the program, and
    • The invitation text (in German and English)

 

Enrolment Report Email Recipients

Every day, all new membership inquiries collected via pre-check-in are sent automatically to the email addresses listed here.

You can add multiple recipients (e.g. Front Office, Marketing, CRM team).

 

Membership number

If you already have a membership program, you can ask guests to enter their existing membership number during pre-check-in.

You can customize:

  • The field name
  • The invitation text (DE/EN)
  • How this maps to your PMS

This helps you connect digital check-in with your existing loyalty system.

 

Room number visibility

If activated, the guest will see their room number in advance in the concierge.

If deactivated, the room number remains hidden until arrival or manual release.

 

Check-in via app

If enabled, guests can set their status to “Checked in” directly via the app.

This is useful for:

  • Express check-in
  • Contactless arrival
  • Reducing queues at reception

 

Self-Check-in Terminal

If activated, your hotel can use a physical Self-Check-in terminal in the lobby.

Guests can then:

  • Look up their booking
  • Complete check-in
  • Encode room keys (if supported)
  • Review payments
  • Access their digital concierge

 

 

 

Room Preferences

If enabled, guests can specify preferences before arrival, such as:

  • High floor
  • Quiet room
  • Near elevator
  • Connecting rooms

These preferences are then visible to your front desk team.

 

Post Charges

If activated, guests can authorize that additional charges (e.g. minibar, room service) may be posted to their room during their stay.

This is commonly used in hotels that allow room charging.

 

Upselling Options

If enabled, guests can see and book extra services before arrival, such as:

  • Breakfast
  • Parking
  • Late check-out
  • Spa
  • Room upgrades

This is a key revenue driver for many hotels.

 

Room key encoding

If your hotel supports it, guests can encode their own room key card at the Self-Check-in terminal.

This allows for a fully contactless arrival experience.

 

Green Option

If activated, guests can opt for a more sustainable stay, for example by:

  • Skipping daily housekeeping
  • Reducing towel changes

This is often appreciated by eco-conscious guests.

 

Routing Instructions

Routing instructions define how different charges should be categorized and posted in your PMS.

Each row represents a transaction type, for example:

  • Accommodation (Room price)
  • Breakfast
  • Minibar
  • Garage

These mappings ensure that:

  • Charges go to the correct folio
  • Reporting stays clean
  • Billing remains accurate

You normally configure this once with your PMS consultant or finance team.

 

During the Stay

In this section you define how your guests experience the During Stay phase — the time between check-in and check-out.

These settings control what guests can see and do in the digital concierge, as well as which self-service options you make available while they are physically in your hotel.

Below you’ll find an explanation of each setting.

 

Open amount payments

If this setting is activated, your guests can:

  • View outstanding amounts on their room folio, and
  • Pay these amounts directly during their stay

This is useful for guests who want to settle bills gradually (e.g. after room service or minibar charges) instead of waiting until check-out.

 

Digital Concierge — Guest wishes

Here you can allow guests to send requests directly to your hotel team, such as:

  • Extra pillows
  • Additional towels
  • Shampoo or amenities
  • Room service items
  • Other service requests

These requests are displayed together with:

  • The guest’s name, and
  • Their room number

This makes it easy for your staff to process them quickly and efficiently.

 

Show upselling offers

If activated, your general upselling offers (e.g. breakfast, spa, parking, late check-out, experiences) are shown to guests on the start page of the digital guest folder.

You can turn this on or off depending on how actively you want to promote additional services during the stay.

 

Show room upselling

This setting displays room-related upselling offers (e.g. room upgrades) to your guests in the digital guest directory.

These offers come from your PMS configuration and can be shown or hidden here.

Typical examples might include:

  • Upgrade to a higher floor
  • Larger room category
  • Room with view

 

Restaurant tips

If activated, guests will see restaurant recommendations near your hotel.

Your own hotel restaurants are highlighted more prominently, so guests are encouraged to dine on-site while still having local suggestions available.

 

 

Allow in-room ordering

If enabled, guests can order food and drinks directly to their room via the digital concierge.

This can include:

  • Room service
  • Drinks
  • Snacks
  • Hotel restaurant delivery

This reduces calls to reception and increases guest convenience.

 

Show weather card

If activated, guests will see a live weather card for your hotel’s location on the digital concierge start page.

This helps guests plan their day (e.g. excursions, sightseeing, or spa visits).

 

Show Wi-Fi card

If activated, your hotel’s Wi-Fi information is displayed clearly in the digital concierge.

Guests can then easily:

  • Find the network name
  • See the password
  • Connect without calling reception

This typically reduces support requests at the front desk.

 

Offer GetYourGuide content

If enabled, guests will see curated experiences and activities from GetYourGuide in the digital concierge.

This can include things like:

  • City tours
  • Museum tickets
  • Boat trips
  • Guided experiences

This adds value for your guests and can create additional revenue opportunities.

 

Selected GetYourGuide Tours

Here you can manually choose specific tours or activities that you want to always display to your guests.

This is useful if you:

  • Have partnerships with local providers, or
  • Want to promote certain premium experiences

If nothing is selected here, guests will still see general GetYourGuide content.

 

Disabled GetYourGuide Tours

Here you can block specific tours or activities that you do not want to show to your guests.

Reasons hotels might use this include:

  • Competing offers
  • Irrelevant activities
  • Seasonal restrictions
  • Brand alignment

If nothing is blocked, all standard GetYourGuide content remains visible.