---
title: Manuals and Articles | Knowledge Base
description: If you are looking for a detailed guide on how to use myHotel, our manuals are just what you need.
---

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    - [Guest Satisfaction Surveys](https://www.myhotel.cl/en/guest-satisfaction-surveys-for-hotels/)
    - [Online Reputation Management](https://www.myhotel.cl/en/hotel-reputation-management/)
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    - [Guest Satisfaction Surveys](https://www.myhotel.cl/en/guest-satisfaction-surveys-for-hotels/)
    - [Online Reputation Management](https://www.myhotel.cl/en/hotel-reputation-management/)
    - [Auto Case Management](https://www.myhotel.cl/en/auto-case-management-for-hotels/)
    - [Virtual Assistant](https://www.myhotel.cl/en/ai-virtual-assistant-for-hotels/)
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1. [Knowledge Base](https://soporte.myhotel.cl/en/base-conocimientos)
2. [Manuals and Articles](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles)

# 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](https://soporte.myhotel.cl/en/base-conocimientos/security-settings-in-user-management)
- [👤 How to create a user](https://soporte.myhotel.cl/en/base-conocimientos/how-to-create-a-user-administrator-users-only)
- [📩 How to set my alerts and reports](https://soporte.myhotel.cl/en/base-conocimientos/c%C3%B3mo-configurar-mis-alertas-y-reportes)
- [👤 How to manage my hotel's users](https://soporte.myhotel.cl/en/base-conocimientos/c%C3%B3mo-gestionar-los-usuario-de-mi-hotel-s%C3%B3lo-para-usuarios-administadores-1)
- [👤 How do I reset my password or unlock my account?](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-unlock-my-user)
- [How to create a Team](https://soporte.myhotel.cl/en/base-conocimientos/how-to-create-a-team-administrator-users-only)
- [How to view all users created on the platform](https://soporte.myhotel.cl/en/base-conocimientos/how-to-view-all-users-created-on-the-platform)
- [What types of users are available?](https://soporte.myhotel.cl/en/base-conocimientos/what-types-of-users-are-available)
- [How to change my password](https://soporte.myhotel.cl/en/base-conocimientos/how-to-change-my-password)
- [How to find my Customer Success Executive](https://soporte.myhotel.cl/en/base-conocimientos/how-to-find-my-customer-success-executive)
- [What do I do if I can't log in to the Fidelity platform?](https://soporte.myhotel.cl/en/base-conocimientos/what-do-i-do-if-i-cant-log-in-to-the-fidelity-platform)
- [User Roles in the Fidelity Platform](https://soporte.myhotel.cl/en/base-conocimientos/qu%C3%A9-pregunta-user-roles-in-the-fidelity-platform-tu-art%C3%ADculo)

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## Online

- [How do I manage my hotel's OTAs and Competitive Set?](https://soporte.myhotel.cl/en/base-conocimientos/c%C3%B3mo-gestionar-las-otas-y-el-set-competitivo-de-mi-hotel)
- [How to Improve ORI Coverage and Understand Total Coverage](https://soporte.myhotel.cl/en/base-conocimientos/how-to-improve-ori-coverage-and-understand-total-coverage)
- [Google My Business Authentication Manual](https://soporte.myhotel.cl/en/base-conocimientos/google-my-business-authentication-1)
- [Facebook Authentication Manual](https://soporte.myhotel.cl/en/base-conocimientos/facebook-authentication-manual)
- [Booking Integration Manual](https://soporte.myhotel.cl/en/base-conocimientos/booking-integration-manual)
- [Tripadvisor Integration Manual](https://soporte.myhotel.cl/en/base-conocimientos/tripadvisor-integration-manual)
- [What is Collect?](https://soporte.myhotel.cl/en/base-conocimientos/what-is-collect)
- [How is the ORI calculated?](https://soporte.myhotel.cl/en/base-conocimientos/how-is-the-iro-calculated)
- [How to answer reviews directly from myHotel?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-answer-reviews-directly-from-myhotel)
- [Can a review be deleted on Online?](https://soporte.myhotel.cl/en/base-conocimientos/can-a-review-be-deleted-on-online)
- [Expedia integration Manual](https://soporte.myhotel.cl/en/base-conocimientos/expedia-integration-manual-0)
- [Which OTAs can be answered directly from the platform?](https://soporte.myhotel.cl/en/base-conocimientos/which-otas-can-be-answered-directly-from-the-platform)
- [What are the statuses of an Online review?](https://soporte.myhotel.cl/en/base-conocimientos/what-are-the-statuses-of-an-online-review)
- [What information does the OTAs section display?](https://soporte.myhotel.cl/en/base-conocimientos/what-information-does-the-otas-section-display)
- [What Information does the Demographics Section display?](https://soporte.myhotel.cl/en/base-conocimientos/what-information-does-the-demographics-section-display)
- [What information does the Comparison section display?](https://soporte.myhotel.cl/en/base-conocimientos/what-information-does-the-comparison-section-display)
- [How to calculate your Online NPS](https://soporte.myhotel.cl/en/base-conocimientos/como-calcular-o-nps-online)
- [Why does a review show an outdated response?](https://soporte.myhotel.cl/en/base-conocimientos/why-do-i-have-an-old-response-in-a-review)
- [What to do if you receive many Google reviews in a short period](https://soporte.myhotel.cl/en/base-conocimientos/i-have-received-many-google-reviews-in-a-short-period-of-time)
- [Why does a replied review still show as "Not Answered"](https://soporte.myhotel.cl/en/base-conocimientos/i-replied-to-a-review-and-it-appeared-as-unanswered-again)
- [Error message when replying to a Booking review: "There is already a rejected response"](https://soporte.myhotel.cl/en/base-conocimientos/when-responding-to-a-booking-review-a-message-appears-reporting-that-there-is-already-a-rejected-response)
- [Error message when replying to a Google review: "Review was not found"](https://soporte.myhotel.cl/en/base-conocimientos/when-responding-to-a-google-review-a-message-appears-informing-that-it-was-not-found)

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## Surveys

- [📩 🎨 Customize survey invitations to connect with your guests](https://soporte.myhotel.cl/en/base-conocimientos/customize-your-survey-response-invitations-to-connect-with-your-guests)
- [Everything About Your Surveys: Structure, Formats, and How to Request Changes](https://soporte.myhotel.cl/en/base-conocimientos/everything-about-your-surveys-structure-formats-and-how-to-request-changes)
- [📑 🎨 Customize satisfaction surveys to connect with guests](https://soporte.myhotel.cl/en/base-conocimientos/customize-your-satisfaction-surveys-to-connect-with-your-guests)
- [📑 How to download a report of guest emails?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-download-a-report-of-guest-emails-1)
- [📑 What is a partial survey?](https://soporte.myhotel.cl/en/base-conocimientos/what-is-a-partial-survey)
- [📑 How to download the responded surveys report in Fidelity?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-download-the-responded-surveys-report-in-fidelity-1)
- [📲 Public Surveys manual](https://soporte.myhotel.cl/en/base-conocimientos/public-surveys)
- [🛠 Configuration of survey parameters](https://soporte.myhotel.cl/en/base-conocimientos/configuration-of-survey-parameters)
- [✍ How to calculate the weighted average of Onsite and Follow Up service areas?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-calculate-the-weighted-average-of-onsite-and-follow-up-service-areas)
- [How to edit or make changes to your surveys?](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-make-changes-to-my-surveys)
- [How can I get/download the QR or link to share my surveys in the Hotel?](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-get-the-qr-to-share-my-surveys-in-the-hotel)
- [How can I review my Hotel's surveys and invitation emails?](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-review-my-hotels-surveys-and-invitation-emails)
- [How to mark a survey as "Contacted"](https://soporte.myhotel.cl/en/base-conocimientos/how-to-mark-a-survey-as-contacted)
- [How to contact a guest who responded to a survey?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-contact-a-guest-who-responded-to-a-survey)
- [How is a guest classified as a Promoter, Passive or Detractor?](https://soporte.myhotel.cl/en/base-conocimientos/how-is-a-guest-classified-as-a-promoter-passive-or-detractor)
- [What is the area ranking and how is it calculated?](https://soporte.myhotel.cl/en/base-conocimientos/what-is-the-area-ranking-and-how-is-it-calculated)
- [What is the difference between Onsite and FollowUp Valid Data Rate reports?](https://soporte.myhotel.cl/en/base-conocimientos/what-is-the-difference-between-the-onsite-and-followup-posting-rate-reports)
- [What information does the Summary section show?](https://soporte.myhotel.cl/en/base-conocimientos/what-information-does-the-summary-section-show)
- [What information does the Surveys section show?](https://soporte.myhotel.cl/en/base-conocimientos/what-information-does-the-surveys-section-show)
- [What information does the Guests section display?](https://soporte.myhotel.cl/en/base-conocimientos/what-information-does-the-guests-section-display)
- [What information is displayed in the Trends section?](https://soporte.myhotel.cl/en/base-conocimientos/what-information-is-displayed-in-the-trends-section)
- [Whithin what timeframe is a completed survey counted?](https://soporte.myhotel.cl/en/base-conocimientos/in-what-period-is-a-survey-answered-counted)
- [Customizing Smart Replies ⚡](https://soporte.myhotel.cl/en/base-conocimientos/customizing-smart-replies)
- [How to Increase the Response Rate?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-increase-the-response-rate)
- [The importance of maintaining a high Valid Email Rate for Onsite and FollowUp surveys](https://soporte.myhotel.cl/en/base-conocimientos/the-importance-of-maintaining-a-good-valid-email-rate-for-onsite-and-follow-up-surveys)
- [How to download the public links for my surveys](https://soporte.myhotel.cl/en/base-conocimientos/how-to-download-the-public-links-for-my-surveys)
- [How can I check if a guest received a survey?](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-check-if-a-guest-received-a-survey)
- [How to Delete Surveys in the Fidelity Platform](https://soporte.myhotel.cl/en/base-conocimientos/how-to-delete-surveys-in-the-fidelity-platform)
- [How to back up your reports before modifying surveys](https://soporte.myhotel.cl/en/base-conocimientos/c%C3%B3mo-realizar-un-respaldo-de-tus-reportes-antes-de-ajustar-encuestas)

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## Desk

- [How to create a case in Desk?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-create-a-case-in-desk)
- [How to add followers to a case in Desk?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-add-followers-to-a-case-in-desk)
- [Who can manage cases in Desk?](https://soporte.myhotel.cl/en/base-conocimientos/who-can-manage-cases-in-desk)
- [How to know which cases I am subscribed to in Desk?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-know-which-cases-i-am-subscribed-to-in-desk)
- [How can I review closed cases in Desk?](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-review-closed-cases-in-desk)

## Sentiment (Semantic)

- [How Sentiment module works?](https://soporte.myhotel.cl/en/base-conocimientos/how-sentiment-works)
- [How is the Sentiment Index calculated?](https://soporte.myhotel.cl/en/base-conocimientos/how-is-the-sentiment-index-calculated)
- [What does the Summary section in Sentiment show?](https://soporte.myhotel.cl/en/base-conocimientos/what-does-the-summary-section-in-sentiment-show)
- [What does the Comments section in Sentiment show?](https://soporte.myhotel.cl/en/base-conocimientos/what-does-the-comments-section-in-sentiment-show)

## 🤖 Concierge

- [What is Concierge?](https://soporte.myhotel.cl/en/base-conocimientos/what-is-concierge)
- [How to check if my business is verified on Meta?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-verify-if-my-business-is-verified-on-meta)
- [How to update the name and image of your Concierge assistant.](https://soporte.myhotel.cl/en/base-conocimientos/how-to-update-the-name-and-image-of-your-concierge-assistant)
- [How can I customize and update the Concierge information?](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-customize-and-update-the-concierge-information)
- [How to find the Meta ID?](https://soporte.myhotel.cl/en/base-conocimientos/c%C3%B3mo-buscar-el-meta-id)
- [How to verify the business in Meta Business Suite?](https://soporte.myhotel.cl/en/base-conocimientos/c%C3%B3mo-verificar-el-negocio)
- [How to link your hotel to Meta Business Suite](https://soporte.myhotel.cl/en/base-conocimientos/c%C3%B3mo-vincular-tu-hotel-a-meta-business-suite)
- [WhatsApp Business Account Blocked Upon Activation? How to Fix a Meta False Positive](https://soporte.myhotel.cl/en/base-conocimientos/cuenta-whatsapp-business-bloqueada-falso-positivo)
- [Best Practices for Completing the Concierge Knowledge Base](https://soporte.myhotel.cl/en/base-conocimientos/buenas-pr%C3%A1cticas-para-completar-la-base-de-conocimiento-de-concierge)

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## API

- [API Manual in Fidelity platform](https://soporte.myhotel.cl/en/base-conocimientos/api-manual-in-fidelity-platform)

## 🎓 Trainings and sessions

- [How to request a training?](https://soporte.myhotel.cl/en/base-conocimientos/how-to-request-a-training)

## Platform operation

- [What time standard is used by the Fidelity platform?](https://soporte.myhotel.cl/en/base-conocimientos/what-time-standard-is-used-by-the-fidelity-platform)
- [💡 Clear site data](https://soporte.myhotel.cl/en/base-conocimientos/clear-site-data)
- [🧹 Clear cache in your browser](https://soporte.myhotel.cl/en/base-conocimientos/clear-cache-in-your-browser-1)
- [How to add myHotel emails to your “whitelist”.](https://soporte.myhotel.cl/en/base-conocimientos/how-to-add-myhotel-emails-to-your-whitelist)
- [Asksuite Integration Manual](https://soporte.myhotel.cl/en/base-conocimientos/asksuite-integration-manual)
- [💡 How can I contact the Support team?](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-contact-the-support-team)
- [🤖 How to use our chatbot](https://soporte.myhotel.cl/en/base-conocimientos/how-to-use-our-chatbot)
- [How should I proceed if my hotel changes its PMS?](https://soporte.myhotel.cl/en/base-conocimientos/how-should-i-proceed-if-my-hotel-changes-its-pms)

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## Policies and protocols

- [Service Level Agreement (SLA) for myHotel Support Team](https://soporte.myhotel.cl/en/base-conocimientos/service-level-agreement-sla-for-myhotel-support-team)

- [Manuals and Articles](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#main-content)

    - [Users and alerts](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#users-and-alerts)
    - [Online](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#online)
    - [Surveys](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#surveys)
    - [Desk](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#desk)
    - [Sentiment (Semantic)](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#sentiment-semantic)
    - [🤖 Concierge](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#concierge)
    - [API](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#api)
    - [🎓 Trainings and sessions](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#trainings-and-sessions)
    - [Platform operation](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#platform-operation)
    - [Policies and protocols](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles#policies-and-protocols)
- [Fidelity Glossary](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#main-content)

    - [A](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#a)
    - [C](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#c)
    - [D](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#d)
    - [E](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#e)
    - [F](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#f)
    - [G](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#g)
    - [I](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#i)
    - [M](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#m)
    - [N](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#n)
    - [O](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#o)
    - [P](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#p)
    - [R](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#r)
    - [S](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#s)
    - [T](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#t)
    - [U](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary#u)
- [Templates](https://soporte.myhotel.cl/en/base-conocimientos/templates)
- [Guides](https://soporte.myhotel.cl/en/base-conocimientos/guides#main-content)

    - [Digital Marketing for hotels](https://soporte.myhotel.cl/en/base-conocimientos/guides#digital-marketing-for-hotels)
    - [Reputation and Guest Experience](https://soporte.myhotel.cl/en/base-conocimientos/guides#reputation-and-guest-experience)
    - [Hotel Management and Operations](https://soporte.myhotel.cl/en/base-conocimientos/guides#hotel-management-and-operations)
- [Finance](https://soporte.myhotel.cl/en/base-conocimientos/finance#main-content)

    - [🤔 Frequently Asked Questions (FAQ)](https://soporte.myhotel.cl/en/base-conocimientos/finance#frequently-asked-questions-faq)
    - [📚 Manuals](https://soporte.myhotel.cl/en/base-conocimientos/finance#manuals)

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