Communicating with guests
How can guests communicate with yo ...
How can guests communicate with yo ...
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Communicating with guests
Agoda Partner Hub > Partner Help > Your reservations > How can guests communicate with you?
How can guests communicate with you Chinese (CN)/简体中文
How can guests communicate with you Chinese (HK)/中文 (香港)
How can guests communicate with you Chinese (TW)/繁體中文
How can guests communicate with you Japanese/日本語
How can guests communicate with you Korean/한국어(대한민국)
How can guests communicate with you Thai/ไทย
Agoda provides several platforms that allow guests to reach out to properties with any requests. This article will explain ways of communicating using those platforms.
We will share your property’s contact information with the guest once they have successfully made a booking. This will include a phone number and email address (if available, based on your registered property information on Agoda). If they contact you, then you are free to reply.
Sample guest hotel voucher contact information:
Agoda Customer Messaging System is a messaging platform that enables you to interact with guests. To enable this setting, please contact us for further assistance.
Customers browsing on Agoda’s website will see the below pop-up on the property page, inviting them to connect to the property if they have any inquiries before making a booking.
Inquiries submitted by customers before making any booking will be sent directly to the email address registered on YCS. The email address of the guest will be masked using this system. You may reply to the email as with any other email. Your replies will be sent to the customer at their registered email address.
Guests will have an inbox section on their Agoda profile through which they can communicate with the property. Any message from the booked guest will be visible on:
1. YCS Hermes chat page: This feature allows you to receive or reply to customer messages and create response templates for efficient replies.
2. In YCS>Bookings>View Bookings>search for booking and select Contact guest. You can check for a guest message, reply to the guest, or start a conversation with the guest. You can also click to send an email to guest as well.
3. By email
The message the customer sends to you will also be sent to your email as per your settings on the YCS Contacts page. You can simply reply to the email. If the message is a special request from a customer, you can also use the One-Click reply function to send a response on your behalf, as shown below:
If you haven’t replied within 16 hours, an email reminder will be sent to you.
Guests may reach out to Agoda’s customer service team for any inquiry related to bookings or special requests. Agoda’s customer service team may contact you for further follow-up via phone or email.
If you don’t have the Agoda messaging system activated yet, you may also reach out to Agoda customer service to relay your message to the guest via email or phone on your behalf. You can find our contact information on the hotel confirmation voucher’s bottom section.
Due to compliance with the Data Protection Act, we are unable to directly share the guest’s information with properties. Instead, we have prepared a safe platform where you may connect with the guest using the Agoda Customer Messaging system. If this is not yet enabled, you may reach out to Agoda Accommodation Support team to enable it.
The Agoda Customer Messaging system does not allow any card/personal information details to be shared, for security reasons. If you need the guest to contact you directly, you may instruct them to use the phone number listed on their booking confirmation voucher. If your phone number or email address needs to be updated, kindly update it on YCS contact first, and then contact us to update it in the voucher.
You may reach out to the Agoda Customer Service team to forward your message to the guest. This will also depend on the guest’s responsiveness to our emails and calls.
More support articles available!
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