Hotels: inquiries, confirmations, and guest communication
A guest's late-arrival note from the booking stays in an email and doesn't show up on the front desk screen. In a hotel, the work starts before the guest arrives, as a request, a confirmation, and a few changes. Krafera works with the team that handles this flow to see which tools it runs through at your hotel and whose hands it passes through.
From request to confirmation: a general example
As a general example, a booking request comes straight from the guest or through a travel agency. When an agency is involved, the request is made in writing and the hotel confirms its acceptance in writing; group services are requested on a single booking document and confirmed together. Once the request is in the booking record, the work goes on: changes, cancellations, and option dates still have to be tracked. In discovery, Krafera works out with your reservations team how this plays out at your hotel.
- Regulation on tourism businesses' relations with the ministry, each other, and customers (in Turkish, 1983; arts. 7, 9, 31) (external link)
- Turkish Ministry of National Education, vocational module: Reservation Records (in Turkish, 2011) (external link)
- Turkish Ministry of National Education, vocational module: Reservation Operations (in Turkish, 2011) (external link)
What can go unnoticed
- A booking whose option has expired can keep a room off sale because no one is clearly responsible for releasing it.
- If no one follows up on a quote sent for a group request, the group may book somewhere else.
- If post-stay updates and campaign messages go out from the same list, a promotion can reach a guest who never agreed to receive one.
Related service areas
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Inquiries, quotes, and customer follow-up
Group and event requests can go into a record with a named owner, together with the quote and its follow-up, so the record shows where each quote is waiting.
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Appointments, bookings, and reminders
Option and confirmation dates, booking changes, and pre-arrival messages can be tied to reminders.
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Email, correspondence, and paperwork
Confirmation emails, agency correspondence, and rooming lists fall under paperwork; repeat messages can be drafted in advance, with the final check left to your team.
Guest data and message consent
A guest's name, contact details, and stay details are personal data under the definition in Turkey's Personal Data Protection Law No. 6698. Commercial electronic messages to guests, such as a campaign or discount announcement, may be sent only with the recipient's prior consent under Article 6 of Law No. 6563 on the Regulation of Electronic Commerce; the details are set out in the regulation on commercial communication and commercial electronic messages. In discovery, Krafera also checks whether booking-related updates are kept separate from promotional messages.
This note is general information, not legal advice.
Example scenario: group and event requests arrive through different channels and land with different people, and one falls between them. After setup, requests line up in a single request log and reach one owner.
Before you start
- Does the booking software you use have to change?
- Not necessarily. Krafera first looks at what your current software can already do; sometimes a setting, or a small step that connects two tools, is enough.
- Can requests from agencies go into the same record?
- Requests from agencies, forms, email, and phone calls can feed into one record. In discovery, Krafera works out with you how each channel connects, based on what your tools allow.
- Will Krafera see guest information?
- In discovery, Krafera maps out how the work runs by talking with your team, which doesn't require access to guest information. If the setup will touch guest data, Krafera agrees the scope of access with you in the written proposal.
When an option runs out at your hotel, who releases the room, and how do they know it's time?