Knowledge Base

Back to home

Knowledge Base

Manuals and Articles

🎓 Trainings and sessions

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

👤 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 user?

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?

See more

Online

Google My Business Authentication

Facebook Authentication Manual

Booking Integration Manual

Tripadvisor Integration Manual

What is Collect?

How is the IRO 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?

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 Demography Section display?

What information does the Comparison section display?

Expedia Integration Manual

How to Calculate Your Online NPS

Why do I have an old response in a review?

I have received many Google reviews in a short period of time

I replied to a review and it appeared as "Not Answered" again

When responding to a Booking review, a message appears reporting that there is already a rejected response

When responding to a Google review, a message appears informing that it was not found

See more

Surveys

📩 🎨 Customize your survey response invitations to connect with your guests

📑 🎨 Customize your satisfaction surveys to connect with your 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

🛠 Configuration of survey parameters

✍ How to calculate the weighted average of Onsite and Follow Up service areas?

How can I make changes to my 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 the Onsite and FollowUp Valid Data Ratee report?

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?

In what period is a survey answered counted?

Customizing Smart Replies ⚡

How to Increase the Response Rate?

The importance of maintaining a good Valid Email Rate for Onsite and Follow-Up Surveys

How to download the public links for my surveys

How can I check if a guest received a survey?

See more

Desk

How to create a case in Desk?

How to add followers to a case in Desk?

Who can manage cases in Desk?

How to know which cases I am subscribed to in Desk?

Semantic

How does the Semantic module work?

What do I do if the sentiment of a comment in Semantico is not correct?

What comments are analyzed by Semantic?

API

API Manual in Fidelity platform

🎓 Trainings and sessions

How to request a training?

Platform operation

💡 Clear site data

🧹 Clear cache in your browser

How to add myHotel emails to your “whitelist”.

Asksuite Integration Manual

💡 How can I contact the Support team?

🤖 How to use our chatbot

How should I proceed if my hotel changes its PMS?

See more

Policies and protocols

Service Level Agreement (SLA) for myHotel Support Team