Manuals and Articles
If you are looking for a detailed guide on how to use myHotel, our manuals are just what you need.
Users and alerts
- Security settings in User Management
- 👤 How to create a user
- 📩 How to set my alerts and reports
- 👤 How to manage my hotel's users
- 👤 How do I reset my password or unlock my account?
- How to create a Team
- How to view all users created on the platform
- What types of users are available?
- How to change my password
- How to find my Customer Success Executive
- What do I do if I can't log in to the Fidelity platform?
Online
- How to Improve ORI Coverage and Understand Total Coverage
- Google My Business Authentication Manual
- Facebook Authentication Manual
- Booking Integration Manual
- Tripadvisor Integration Manual
- What is Collect?
- How is the ORI calculated?
- How can I make a change to my Online competitive set?
- How to answer reviews directly from myHotel?
- Can a review be deleted on Online?
- Expedia integration Manual
- Which OTAs can be answered directly from the platform?
- What are the statuses of an Online review?
- What information does the OTAs section display?
- What Information does the Demographics Section display?
- What information does the Comparison section display?
- How to calculate your Online NPS
- Why does a review show an outdated response?
- What to do if you receive many Google reviews in a short period
- Why does a replied review still show as "Not Answered"
- Error message when replying to a Booking review: "There is already a rejected response"
- Error message when replying to a Google review: "Review was not found"
Surveys
- Everything About Your Surveys: Structure, Formats, and How to Request Changes
- 📩 🎨 Customize survey invitations to connect with your guests
- 📑 🎨 Customize satisfaction surveys to connect with guests
- 📑 How to download a report of guest emails?
- 📑 What is a partial survey?
- 📑 How to download the responded surveys report in Fidelity?
- 📲 Public Surveys manual
- 🛠 Configuration of survey parameters
- ✍ How to calculate the weighted average of Onsite and Follow Up service areas?
- How to edit or make changes to your surveys?
- How can I get/download the QR or link to share my surveys in the Hotel?
- How can I review my Hotel's surveys and invitation emails?
- How to mark a survey as "Contacted"
- How to contact a guest who responded to a survey?
- How is a guest classified as a Promoter, Passive or Detractor?
- What is the area ranking and how is it calculated?
- What is the difference between Onsite and FollowUp Valid Data Rate reports?
- What information does the Summary section show?
- What information does the Surveys section show?
- What information does the Guests section display?
- What information is displayed in the Trends section?
- Whithin what timeframe is a completed survey counted?
- Customizing Smart Replies ⚡
- How to Increase the Response Rate?
- The importance of maintaining a high Valid Email Rate for Onsite and FollowUp surveys
- How to download the public links for my surveys
- How can I check if a guest received a survey?
- How to back up your reports before modifying surveys
Desk
Sentiment (Semantic)
🤖 Concierge
- How to check if my business is verified on Meta?
- What is Concierge?
- How to update the name and image of your Concierge assistant.
- How can I customize and update the Concierge information?
- How to find the Meta ID?
- How to verify the business in Meta Business Suite?
- How to link your hotel to Meta Business Suite
- WhatsApp Business Account Blocked Upon Activation? How to Fix a Meta False Positive
- Best Practices for Completing the Concierge Knowledge Base