- Guest Experience dashboard with current workload and cross-area status summaries.
- Guided work setup for hotel or short-stay operations, residential property, and property-sales contexts.
- Role-focused task ordering for guest communications, service operations, and manager or setup work.
- Property readiness checks for active status, property name, time zone, guest language, and guest-page enablement.
- Permission-aware actions with read-only and unavailable states kept distinct.
- Practice-mode separation for guided preparation without presenting simulated activity as live provider delivery.
- Direct paths into reviews, messages, service recovery, alerts, automatic messages, guest pages, form actions, social posts, media, reports, and setup.
Guest engagement and service recovery
Turn every guest signal into a visible next action.
BluePMS Guest Experience connects digital presence, reviews, messages, service recovery, guest pages, forms, social content, media, insights, and governance in one property-aware operating module.
See the complete guest-experience operating surface.
Each screen keeps operational state and provider-dependent evidence visible so teams can distinguish preparation from approval, publication, delivery, failure, and recovery.
What guest, operations, and marketing teams can improve
- Give guest-relations and operations teams one prioritized view of reviews, messages, requests, alerts, queued communication, and follow-up work.
- Turn guest feedback into controlled replies, internal notes, approvals, service-recovery requests, checklists, ownership, and resolution evidence.
- Create guest-facing websites, pages, forms, booking journeys, social drafts, and media from governed property-aware workspaces.
- Make experience performance reviewable through feedback, response, request, topic, interaction, connection-readiness, retention, and audit context.
Complete feature inventory
Every Guest Experience capability grouped for review.
79 source-backed feature points across the screens, workflows, controls, reports, masters, and integrations that make up this module.
- Guided website starting points, hotel compositions, theme choices, and blank-site creation.
- Brand identity controls for property details, colors, typography, logo, hero media, and contact information.
- Multi-page website structure with page creation, naming, navigation, reordering, deletion, and active-page editing.
- Reusable hero, rooms, booking, offers, gallery, dining, spa, events, location, reviews, form, document, video, properties, and custom blocks.
- Section and component editing with duplication, movement, removal, content, links, media, and layout controls.
- Desktop, tablet, and mobile previews with a full-screen guest view.
- Website audit and launch-readiness review before publication.
- Draft save, publish, saved-website switching, deletion, and restoration controls.
- BluePMS booking-engine mode, external booking-link mode, or booking disabled.
- Booking-engine embed code, secure key rotation, revocation, and connection status.
- Direct-booking promotion codes with discount, dates, minimum nights, redemption limits, and active status.
- Reviews & Replies workspace with search, status, channel, property, and attention filters.
- Feedback capture with property, author, subject, narrative, optional 0-to-10 rating, and priority.
- Review or feedback detail with source context and response history.
- Reply drafts and internal notes kept visibly distinct.
- Approval request, approval, and reason-required rejection paths for guest-facing replies.
- Provider publication status, failure context, retry guidance, and connection-resolution links where configured.
- Review-to-service-request handoff that preserves the feedback source.
- No saved draft is described as published until provider evidence confirms publication.
- Unified Messages workspace for guest interactions and response history.
- Search, needs-attention, status, and channel filters across loaded message records.
- Internal notes and guest-facing response drafts from the same interaction context.
- Automatic Messages workspace for guest or staff audiences.
- Email, SMS, WhatsApp, and in-app channel selection.
- Recipient, subject, message body, and optional queue-from time.
- Delivery progress, attempt count, sent time, error detail, edit-and-retry action, and provider-connection guidance.
- Queued communication is not presented as delivered until delivery evidence is available.
- Requests & Problems workspace with search, priority, state, department, room or unit, and assigned-team context.
- New service requests with issue, description, responsible department, assigned team, room or unit, and priority.
- Request lifecycle actions for acceptance, work start, resolution, and reopening where allowed.
- Ticket number, assignee, resolution due time, handover notes, and guest-notification status.
- Required and optional checklist items with completion tracking before resolution.
- Recurring daily, weekly, or monthly guest-experience team tasks.
- Operational Alerts workspace with type, severity, message, source context, notes, and occurrence history.
- Alert open, acknowledge, resolve, and reopen actions with actor and timestamp context.
- Guest Pages & Forms workspace for property-scoped portal surfaces and guest-facing content.
- Guest page drafts with page name, introduction, structured sections, and safe links.
- Page preview, controlled publication, public URL, active status, and approved-origin context.
- Published public-surface routes derived from secure tokens rather than tenant identifiers in the URL.
- Direct handoff from a saved website surface into Website Studio.
- Shared CRM Forms remain the source for versioned form definitions and submissions.
- Form Actions rules can create a service ticket or queue a message after an eligible submission.
- Named form selection with loading, empty, failure, retry, and prerequisite guidance.
- Conditional action configuration, ordering, active or inactive state, and row-version-aware editing.
- Respondent-email or fixed-recipient delivery rules with channel-specific address validation.
- Saving a rule remains distinct from executing a submission or confirming provider delivery.
- Social Posts workspace with property, campaign, schedule, time zone, status, and target context.
- Draft title, post content, optional link, media attachment, UTM data, and per-target content overrides.
- Approval-required publishing workflow rather than immediate uncontrolled posting.
- Per-channel publishing targets with connection and mapped-location context.
- Channel result, provider error, retry or recovery guidance, and partial-result visibility.
- Media Library with property scope, file upload, content type, size, and accessible image description.
- Media selection shared with social posts and guest-facing content.
- Provider-dependent publishing is presented as ready only after authorization, mapping, synchronization, and delivery verification.
- Optional From and Through date controls with inclusive local-calendar Through handling.
- Summary measures for review volume, records marked responded, and total experience records.
- Feedback topic counts from loaded guest feedback.
- Guest page activity grouped by interaction event.
- Requests by department shown as an explicitly all-dates operational view.
- Date validation that prevents an end date earlier than the start date.
- Recorded response status kept distinct from verified provider publication.
- No unsupported export, financial-total, or live-delivery promise added to the current report surface.
- Property settings for display name, time zone, guest language, guest-page enablement, and active status.
- Platform connection readiness split into authorization, property mapping, synchronization, and verified provider delivery.
- Connection recovery links into the shared CRM integration owner.
- Recurring task schedules with frequency, interval, first run, and active state.
- Record-retention policies by entity, retention days, anonymize, archive or delete action, attachment handling, and active state.
- Company and group-company scope carried through workspace and mutation contracts.
- Role and action permissions for reading, writing, approving, publishing, configuration, and governance work.
- Visible optimistic-concurrency and retry handling for editable records where supported.
- Audit context for saves, approvals, publications, status actions, and provider-dependent outcomes.
- CRM remains the owner for campaigns, forms, tickets, portal users, and shared integrations linked from Guest Experience.
Actual product screens across every Guest Experience work area.
These screens cover all 13 Guest Experience routes, from the dashboard and Website Studio through service recovery, publishing, insights, and governance.
Guest Experience dashboard
Property readiness, role-aware work, current attention areas, and connection context bring the operating day together.
Website Studio
The visual website builder combines brand identity, pages, content blocks, responsive preview, direct booking, audit, and launch controls.
Reviews and replies
Guest feedback, response history, internal notes, approval, and provider outcome remain visible in one review workflow.
Unified inbox
Messages can be searched, filtered, reviewed, annotated, and prepared for controlled response.
Automatic messages
Audience, channel, recipient, schedule, queue state, delivery progress, errors, and retries stay explicit.
Operational alerts
Severity, occurrence history, source context, notes, acknowledgement, resolution, and reopening support operational follow-up.
Service recovery
Guest requests connect department and room context to ownership, due dates, handover, checklist completion, and resolution status.
Guest pages and forms
Property-scoped guest pages can be drafted, previewed, published, opened publicly, and linked to shared CRM forms.
Form actions
Named forms can drive a service ticket or queued message through conditional, ordered, active or inactive rules.
Social publishing
Drafts, media, links, schedules, approval, targets, and per-channel outcomes support governed social work.
Media library
Reusable property media retains file context and accessible descriptions for guest-facing use.
Experience insights
Feedback, response status, topics, department workload, and guest-page interactions are reviewed with honest date behavior.
Setup and connections
Property settings, platform readiness, recurring tasks, retention, and connection recovery form the governance layer.
Detailed Guest Experience guide
Use the complete guide with guest relations, front office, operations, marketing, service leaders, IT, and property leadership.
- 1Guest Experience dashboard and work setup
Start with the property-ready, permission-aware view of reviews, messages, requests, alerts, queued communication, and the role-focused work catalogue.
- 2Website Studio and direct booking
Build branded multi-page hotel websites, edit reusable content blocks, preview responsive layouts, audit launch readiness, and configure direct-booking paths and promotions.
- 3Reviews and replies
Record or review feedback, prepare guest replies or internal notes, request approval, and inspect publication or provider-error evidence.
- 4Unified messages
Search guest interactions, focus records needing attention, review history, add internal context, and prepare a controlled response.
- 5Automatic messages
Queue guest or staff communication by channel and schedule, then inspect delivery progress, errors, attempts, and retry guidance.
- 6Operational alerts
Review severity, recurrence, source context, notes, acknowledgement, resolution, and reopening without treating an alert action as a guest message.
- 7Service recovery
Create and own guest requests, track room and department context, follow checklists, manage handover, and move work through resolution and reopening.
- 8Guest pages and forms
Draft, preview, and publish property-scoped guest pages while linking to the shared CRM Forms owner for versioned forms and submissions.
- 9Form actions
Choose a named form and configure an idempotent ticket or queued-message action with conditions, recipient rules, ordering, and activation state.
- 10Social publishing
Prepare property-aware drafts, links, media, targets, approval, scheduling, attribution, and per-channel result or recovery evidence.
- 11Media library
Upload and describe reusable assets, then inspect file type, size, property scope, and availability to social and guest-facing content.
- 12Experience insights
Apply an optional date range and review feedback volume, recorded response status, topic counts, department workload, and guest-page interactions.
- 13Setup, connections, and governance
Maintain property settings, inspect provider readiness, schedule recurring work, define record retention, and review shared integration prerequisites.
Experience reporting with clear evidence boundaries.
The Reports workspace shows the feedback, response, workload, topic, and interaction measures implemented today without overstating provider publication or delivery.
Feedback, response, workload, topic, and interaction insights
4 insight sections plus summary measures
- Summary measures for Reviews, Marked responded, and Experience records within the optional selected period.
- Feedback topics with recorded item counts.
- Guest page activity grouped by interaction event type.
- Requests by department shown as an explicitly all-dates operational section.
- Local-date validation and inclusive Through-date handling, with response status distinguished from verified provider publication.
Guest-experience outcomes
- Reduce response fragmentation by keeping feedback, replies, messages, requests, alerts, and follow-up evidence in one guest-experience operating context.
- Protect service quality with owned requests, priorities, required checklists, due context, handover notes, alert states, and reopening paths.
- Improve direct digital engagement with branded websites, booking paths, guest pages, forms, social drafts, and governed media.
- Give managers an honest readiness and insight layer that distinguishes saved, queued, approved, published, delivered, failed, and provider-unverified states.
Guest Experience evaluation
Review the guest journey with the teams that listen, respond, recover, and publish.
Start with the 13 evidence screens, then use the guide to validate property readiness, operational ownership, provider connections, and reporting definitions.