Communicating with potential and upcoming guests is an easy way to stay prepared and provide a better experience. Using the extranet, you can stay in touch with guests before and during their stay. You can even create templates to speed up your responses.
Reaching out to your guests
Desktop
- Sign in to the extranet.
- Go to Reservations.
- Scroll to the guest you want to contact and click the chat icon.
- Type in your message or select a template.
- Review your message and then send.
Agoda app
- Open the Agoda app, switch to host mode, and navigate to your listing.
- Go to Bookings
- Scroll to the guest you want to contact and click the chat icon.
- Type in your message or select a template.
- Review your message and then send.
Replying to a guest message
Desktop
- Sign in to the extranet.
- Click on the chat icon at the top of the page.
- Choose the message you want to reply to.
- Type in your message or select a template.
- Review your message and then send.
Agoda app
- Open the Agoda app, switch to host mode, and navigate to your listing.
- Go to Messages.
- Choose the message you want to reply to.
- Type in your message or select a template.
- Review your message and then send.
Creating and using template replies
You can create template replies to save time and quickly respond to common guest inquiries, such as check-in instructions, property details, or local recommendations.
- Sign in to the extranet.
- Click the chat icon at the top of the page.
- Click on Template replies.
- Click Create new.
- Name the template to easily identify it later.
- Type out your message.
- Review it and then click Save.
You can edit your templates at any time.
- Sign in to the extranet and click the chat icon at the top of the page.
- Click on Template replies.
- Click Edit on the template you want to change and apply the needed changes.
- Review it and then click Save.
To use your templates, simply insert them into your chat.
- Sign in to the extranet and click the chat icon at the top of the page.
- Select the guest you want to message.
- Click the quick replies icon and select the message to insert it into the chat.
- Send your message.
Security and privacy
Effective communication is key to ensuring a smooth and safe experience for both hosts and guests. To maintain a secure environment, communicate with potential and confirmed guests only through our platform. This helps us protect your information and provide support if needed.
- Links cannot be shared to prevent phishing and malicious websites.
- Messages or attachments will be blocked if the content is identified as a potential risk.
- Never request or conduct payments outside of our platform. This ensures your transactions are secure and protected under our policies.
Remember, always remain vigilant when sending and receiving communications to protect yourself and your guests.
Tips for communicating with your guests
- Install the Agoda app and turn on notifications to stay updated on guest messages and requests.
- Send your guest a welcome note to create a positive first impression and set the tone for a great stay.
- Respond to special requests promptly. You can accept, reject, or choose Subject to availability if you’re unable to guarantee the request immediately.
- Send a pre-arrival message 1–3 days before check-in, including tips for reaching your property and checking in while confirming any special requests to ensure a smooth experience for both you and your guest. We will automatically send guests your check-in instructions a few days before check-in.
- Monitor your messages during a guest’s stay to quickly address any questions or issues.
- After a guest checks out, send a message thanking them for staying at your property. Encourage them to leave a review on Agoda to share their experience and help future guests.