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.
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:
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 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:
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 released 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
Standalone Inquiries (Without Reservation)
Inquiries can be created without being linked to a reservation. This happens when an experience has the Standalone Upsell setting enabled, allowing guests to purchase products or submit requests without having an active reservation.
Standalone inquiries display a No Reservation badge in the inquiry overview and on the inquiry detail page. Instead of showing reservation details, the inquiry shows guest contact information:
Guest Name
Email
Phone
Check-in Date (if provided)
Listing (if provided)
Assigning a Reservation
You can assign a standalone inquiry to an existing reservation at any time:
Open the standalone inquiry
Click Assign to Reservation
Search for a reservation by number or guest name
Select the correct reservation from the results
Click Assign
Once assigned, the inquiry will behave like a regular reservation-linked inquiry.
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:
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
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.
Go to the inquiry overview
Select the inquiry you need to review
Review the details of the inquiry:
What did the guest request?
What listing/reservation is the inquiry tied to
Once reviewed, click the resolve button, a modal will be shown:
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).
To decline: Select decline from the dropdown. (Optionally you can leave a message for the guest).
Hit
resolveto 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:
Go to the desired experience
Scroll to the Auto Approval Section
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 a 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:
Click on
My Account(right top of application).Click on
Notifications preferencesAdjust the notifications you prefer to receive.
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.
What is a standalone inquiry?
A standalone inquiry is an inquiry that was submitted without a linked reservation. This occurs when an experience has the Standalone Upsell setting enabled, allowing guests to request or purchase without an active reservation. You can later assign a reservation to the inquiry via the Assign to Reservation button on the inquiry detail page.
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