Inquiries

Guests can request experiences or services via "inquiries" in the app. Property managers can easily view and respond, improving communication and enhancing the guest experience.

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What is an Inquiry?

An inquiry is a request submitted through a guest application from a user. Depending on the settings, it must be confirmed, declined, or confirmed automatically.

If not auto-approved, it requires a manual confirmation from the supplier or an operator.

Inquiry statuses

An inquiry can have various statuses; see a list of the statuses and their meaning below:

Status	Meaning	Action
Confirmed	The inquiry has been confirmed by the supplier or operator.	No further action required
Declined	The inquiry has been declined by the supplier or operator.	No further action required.
New	The inquiry is new and requires an action.	Confirm or decline the inquiry.
Pending Approval	The inquiry has has a pending approval. If a payment was attached, the payment has been collected and is on hold	Confirm or decline the inquiry.
Pending Payment	The inquiry has been created, the guest hasn't completed the payment.	No supplier or operator action required.

Payment Statuses

An inquiry can have a payment attached to it. This payment can have various statuses. See a list of the statuses and their meaning below:

	Meaning	Action
Captured	The payment has been collected at the guest, but not yet transferred to your account.	Review the inquiry and once accepted it will be released to your account.
Declined	The payment has been declined	n/a
Not Applicable	Other status	n/a
Paid	The payment has been paid and release to your account.	n/a
Pending	The payment hasn't been finalized by the guest.	Inform the guest that the payment is still pending.
Refused	The payment has been refused by the payment provider	Ask the guest to retry the payment.
Released	The payment has been released	n/a

Suppliers and Inquiries

With HolidayHero, you can onboard your Suppliers on the platform, allowing you to offload inquiries directly to your suppliers.

A supplier will receive automatic notifications to review the inquiries once they have been created. As an operator, you can keep track of the pending inquiries in the inquiry overview.

Emails and Communication

To keep you or the supplier informed, we have added various emails. See an overview of all emails and their schedule below:

Email	Timing	Audience
New Inquiry	Directly once an inquiry has been made	Operator / Supplier
First Reminder	6 hours after creation	Operator / Supplier
Second Reminder	24 hours after creation	Operator / Supplier
Third Reminder	72 hours after creation	Operator / Supplier
Forth / Last Reminder	120 hours after creation	Operator / Supplier
Declined Notification	Directly when inquiry is declined	Guest
Confirmed Notification	Directly at inquiry confirmation	Guest

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Frequently Asked Questions

How do you approve an inquiry?

Once you have received an inquiry, you will need to review it. Follow the steps below to review the inquiry.

1. Go to the inquiry overview (or click here)

2. Select the inquiry you need to review

3. Review the details of the inquiry:

   1. What did the guest request?

   2. What listing/reservation is the inquiry tight to

4. 

5. Once reviewed, click the resolve button, a modal will be shown:

   1. 

   2. To confirm: Select confirm from the dropdown and fill in the start date/time of when the inquiry is scheduled. (Optionally: you can leave a message for the guest).

   3. To decline: Select decline from the dropdown. (Optionally you can leave a message for the guest).

6. Hit resolve to close the inquiry. (The guest will receive a notification).

How do you automatically approve inquiries?

There are situations where you automatically want to approve an inquiry, such as, extra baby beds or parking spots.

Steps:

1. Go to the desired experience

2. Scroll to the Auto Approval Section

1. Disable the Requires Approval

• Any future inquiries about this experience will automatically be approved.

How to let a supplier confirm an inquiry?

To let a supplier manage certain inquiries, you will have to create a supplier and attach him/her to the experience.

If the experience / service is provided by an supplier, you can invite them to their own supplier portal.

For every inquiry, they will receive an email informing them that they have a new inquiry. Through that email they can access their portal to review the inquiry and approve/decline.

As an operator, can I disable inquiry reminders and notifications?

Yes, this can be done in two ways:

For yourself:

1. Click on My Account (right top of application).

1. Click on Notifications preferences

1. Adjust the notifications you prefer to receive.

2. Hit Save

Can I adjust the inquiry a guest has requested?

At the moment, this is not possible. We are working on an updated version that allows you to alter the inquiry. Stay tuned for updates.

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Relations

• A workspace can have many inquiries

• A guest can request an or multiple inquiries

• A supplier can have multiple inquiries

• A reservation can have multiple inquiries