Critical Warning: Read-Only Intelligence

The information detailed in this module is for intelligence gathering only. Your role as an agent is to use this data to inform communication and guide INTO’s AI.

You are strictly prohibited from modifying, changing, or updating any reservation details (dates, pricing, guest counts, statuses, etc.) within the Guesty platform. Managers handle configuration, plan management, and billing in the INTO Customer Portal, and reservation changes are considered an administrative function. All modifications or issues requiring intervention must be escalated via established protocol (e.g., Slack escalation).

1. Locating a Reservation Quickly

The goal is rapid data retrieval to match the speed of INTO's Copilot suggestions. Although the sources don't detail the Guesty interface, a PMS typically allows you to locate a reservation using several methods:

• Search Bar: Use the global search function (usually available from the main navigation).

• Filters: Filter by dates (check-in/out), listing name, property location, or reservation status.

• Inbox Link: The quickest method is typically accessing the reservation directly from the corresponding conversation thread in the Unified Inbox.

2. Understanding Reservation Statuses

Understanding the status of a booking dictates the content and urgency of your communication. INTO's AI uses calendar integration to instantly check availability.

Reservation Status Definitions Table

Status

Definition (Inferred from Guesty Context)

Agent Action Implication

Confirmed

Booking is finalized, payments processed, and dates secured.

Standard communication flow applies. Prepare for pre-arrival messages.

Checked-In

Guest has physically accessed the property.

Focus on in-stay needs (troubleshooting, maintenance).

Checked-Out

Guest has physically left the property.

Focus on post-stay issues, reviews, and follow-up (INTO assists with personalized review replies).

Cancelled

Booking has been officially voided.

No further communication required unless initiated by the client/manager or system.

Pending/Inquiry

Booking is awaiting confirmation (often for payment or host approval).

High priority. Communication must include information confirming availability (INTO’s calendar integration supports this) and next steps to secure the booking.

3. Reading the Reservation Page: Anatomy of a Reservation

The reservation page centralizes all information required by the INTO AI agent to function correctly.

Anatomy of a Reservation Page (Read-Only Fields)

Field/Section

Purpose for Agent Intelligence

INTO AI Usage

Guest Details

Identifies the primary guest, contact information, and number of guests.

Used for personalization and ensuring accurate communication.

Booking Source

Identifies the OTA (e.g., Airbnb, Vrbo).

Used to apply source-specific policies and templates.

Dates & Property

Check-in/out dates, time, and listing address.

Crucial for real-time availability checks and sending timely check-in instructions.

Financial Overview

Total price, payments made, and payments due.

Used for context regarding payment status or outstanding balances (Read-Only).

Special Requests/Notes

Any requests added during the booking process.

Informs the AI about unique guest needs for personalized service.

4. Guest Information Deep Dive

INTO’s core mission includes delivering seamless, personalized service at scale. The data you view helps the AI achieve this.

• What Data is Available: Guest information includes contact details (phone, email), number of guests, and potentially historical interaction data or preferences (if documented).

• What It Tells You: This data allows INTO to tailor interactions. For instance, if the guest is a repeat booker or has a history of specific requests, this information ensures the AI replies are hyper-personalized and memorable.

"Where to Find..." Quick Reference Guide

Information Needed

Location (Inferred Guesty Section)

Guest Phone Number

Guest Details Section (for urgent contact).

Confirmed Check-In Time

Dates & Property Section.

Special Requests (e.g., crib, early check-in)

Special Requests / Guest Notes Section.

Total Price / Payments Due

Financial Overview Section.

Listing Address / Wi-Fi Password

Listing Details Section (This data is also used by INTO’s Knowledge Base).

5. Booking Details and Special Requests

The details found here are fundamental for operational tasks and revenue generation:

• Calendar Integration: When a guest asks about property availability, INTO instantly checks the Guesty calendar for the requested dates and crafts a suggested message accordingly.

• Revenue Boosters: INTO automatically identifies and fills orphan nights (single nights or small gaps between bookings) using special offers. You may see notes or tags related to these revenue-boosting actions on the reservation.

6. Understanding Booking Source

The booking platform (OTA) often dictates the rules, policies, and communication limits for the reservation. While INTO works seamlessly within the existing Guesty workflow, recognizing the source is crucial.

Comparison of OTA Reservation Appearances (Functional Differences)

Booking Platform

Appearance/Indicator (Inferred)

Implication for Agent/AI

Airbnb

Reservation details conform to Airbnb's messaging and policy structure.

Communication is often proxied; adherence to Airbnb’s rules is paramount. INTO confirms inquiries originating "via AirBnB".

Vrbo

Details conform to Vrbo's structure.

Policies may differ from Airbnb; policy application must align with the source. INTO confirms inquiries originating "via VRBO".

Booking.com / Direct

Reservation may contain more explicit guest contact info or policy customization options (depending on Guesty setup).

May allow for more direct communication or customization of service based on property manager protocols.

7. Payment and Financial Information (Read-Only Overview)

The financial segment of the reservation provides clarity on payments and costs.

• View Only: You can view the total price, any discounts applied (such as those from Orphan Nights Automation), payments made, and remaining balance due.

• Agent Responsibility: Use this information to answer guest questions about their charges (where the AI needs context) but do not attempt to adjust or process payments. Financial management is handled through the INTO company account portal by managers.

8. What You Can View vs. What You Cannot Touch

This is a summary of permissions, reinforcing the Critical Warning.

What Agents Can View (Read-Only Intelligence)

What Agents Cannot Touch/Modify (Manager/Admin Functions)

Guest details, reservation status, dates, and prices.

Changing reservation dates or guest counts [Embedded Resource].

Communication history and internal notes/tags.

Altering financial or payment records.

Listing details and property information used by the knowledge base.

Accessing or modifying the INTO knowledge base (requires Manager access to Customer Portal).

Autopilot Monitoring Interface (to review automated messages).

Configuring Autopilot settings or Confidence Score thresholds.

9. Spotting Red Flags

Certain reservation patterns may indicate potential risk or policy violations that require immediate human judgment and escalation, as the AI is primarily focused on conversational response and revenue optimization.

Red Flags Checklist

Red Flag Situation

Agent Action

Same-Day Booking (Short Notice)

Immediate priority. Check guest history. Escalate to manager or hospitality specialist to confirm against policy and verify guest details.

Unusual Communication Pattern

High volume of immediate or vague questions unrelated to the stay (e.g., asking only about security).

Extreme Occupancy vs. Property Size

Guest count exceeds the comfortable capacity limit.

Policy Violation Mentioned

Guest asks a question that indicates a clear violation of rules (e.g., asking about hosting a large party).

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Practice Scenarios

Scenario

Goal & Information Required

Action & Rationale

Finding specific information from 5 sample reservations

Determine the check-out time and Wi-Fi password for an incoming guest.

Locate Reservation: Use search filters (by guest name or date). Retrieve Data: Find the check-out time in the Dates section and the Wi-Fi password in the Listing Details/Knowledge Base (which INTO draws from).

Identifying booking platform and implications

A guest mentions a policy that doesn't sound familiar; you need to verify the source.

Identify Source: Check the Booking Source field on the reservation page. Implication: The policy likely aligns with that specific OTA's terms (e.g., Airbnb vs. Vrbo).

Spotting and properly escalating red flag situations

A guest books a 5-bedroom house 3 hours before check-in and lists 15 guests (max is 10).

Red Flag Spotted: Same-day booking and policy violation (over-occupancy). Escalate: Immediately notify the client/manager via established protocol (e.g., Slack) for Expert Human Intervention. Do not confirm the booking or respond with standard AI templates.

Using reservation data to personalize guest communication

A guest who has stayed at two different properties previously asks about amenities.

Data Review: Review past reservation history/notes to see if preferences were recorded. Personalize: INTO’s AI learns from history, ensuring the Copilot response is tailored (e.g., "Welcome back! Since you enjoyed the rooftop patio at Property X, this property also features a similar communal space.").

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Embedded Guesty Resources

For administrative context (understanding the platform architecture you operate within):

• Reservation Statuses: Overview (https://help.guesty.com/hc/en-gb/articles/9369679396253)

• Locating a Single or Group Reservation (https://help.guesty.com/hc/en-gb/articles/12601507754781)

• Changing or Updating a Reservation (https://help.guesty.com/hc/en-gb/articles/9363977322781) – Reference Only - Admin Function. Agents must not perform these tasks.

• Managing Guest Details (https://help.guesty.com/hc/en-gb/articles/9363976615313)

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Analogy: If the Unified Inbox is the cockpit of a plane, the Reservation Page is the detailed flight plan. It contains every critical piece of information—destination (address), passenger list (guests), and financial fuel (payments). Your role is not to change the flight plan (you cannot modify the reservation), but to interpret it instantly and use that intelligence to ensure the journey (the guest stay) proceeds smoothly and safely, especially when a sudden detour (a red flag) requires the captain (the manager) to take over.

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