FAQ
Guest services: frequently asked questions
24 answers from the SunPMS manual.
The guest says the link does not work.
Check Guest link on the list. If it says Disabled, enable it; if the link was re-sent, the guest is using an old one. Send again.
Read more: Guest Services Overview
Can a guest check in without the desk approving?
No. Approving is always a desk action.
Read more: Guest Services Overview
Where do I see the guest's chat on the reservation?
On the reservation screen the Comments pop-up has Remarks, Guest chat and Guest requests tabs.
Read more: Guest Services Overview
The menu has no Guest Services group.
Neither licence is active for the property. Ask the owner to request one in Licences.
Read more: Guest Services Overview
How do I message a guest who has no link?
Select them and click Start conversation; use Send link so they can open the page.
Read more: Guest Hub
The WhatsApp item is missing in the menu.
Licence WHATSAPP is not active.
Read more: Guest Hub
Where do I turn on sound?
In the Guest requests & activity section of the notification bell (the Sound and Desktop alerts switches at its bottom).
Read more: Guest Hub
Does Send Invitation with nothing ticked do anything?
No; tick at least one guest.
Read more: Arrival List
I resent and the guest says the first link broke.
Correct: each send replaces the previous link.
Read more: Arrival List
Can I send links on the reservation screen?
Yes, the e-mail menu there has Guest Interface Link.
Read more: Arrival List
A field shows a warning icon.
Someone edited the reservation after the guest submitted. Approving applies the guest's value over the current one; decide which is right.
Read more: Pending Approvals
Why is Approve & Check In missing?
Guest arrives on another day or has no room.
Read more: Pending Approvals
Can I approve and check in later?
Yes. Approve now; check in from the reservation when the room is ready.
Read more: Pending Approvals
Where are guests who are checked out?
Only current and upcoming stays. Use History in the Guest Hub for older chats.
Read more: Guest Conversations
I do not see the link column.
It is shown only to Owners and Administrators.
Read more: Guest Conversations
Where do I choose which items guests can order?
Read more: Guest Requests
The restaurant option is missing.
No restaurant is linked in Guest Portal Setting, or the request is already a room-service order.
Read more: Guest Requests
A guest cancelled.
Status shows Cancelled by guest; nothing posted for a cancelled request.
Read more: Guest Requests
Guests see no services.
Nothing is ticked, or the guest is not checked in yet. Requests open after check-in.
Read more: Guest Portal Setting
I switched the portal off; do WhatsApp messages stop?
No. WhatsApp is separate (WhatsApp setting).
Read more: Guest Portal Setting
Room service says the menu is not available.
Open a shift in SunPOS and check Test connection.
Read more: Guest Portal Setting
Does the guest need an app?
No, a browser is enough; they may add the page to the home screen.
Read more: Guest Portal (the guest's page)
Can the guest see other guests' data?
No. The page shows only that reservation.
Read more: Guest Portal (the guest's page)
Can the guest pay online here?
No. The page shows the bill; the card entered is only stored for the desk.
Read more: Guest Portal (the guest's page)
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