As part of improving guest experience and streamlining hotel operations, a new 'My Orders' screen has been added to the Guest App. This feature not only keeps guests informed about their orders but also reduces the workload of your reception staff.
The 'My Orders' screen, only supporting custom service upsells, both free and paid, offers a comprehensive view of all relevant order information and statuses. This ensures guests have the latest updates at their fingertips.
The 'My Orders' screen is designed to display all relevant information and statuses for a guest's orders, including both free and paid custom service upsells.
Managing the My Orders page
- Accessing 'My Orders':
- Find it listed first under the Guest App settings section.
- After any successful upsell purchase, a confirmation page with a 'My Orders' deep link will appear.
- Navigating the Main Menu:
- The main menu displays all orders with details like upsell image, name, number of items, and price.
- The header includes a back button to return to the previous page.
- Statuses include 'Pending', 'Confirmed', and 'Canceled', with appropriate indications and color coding.
- Order Details Page:
- Each order can be opened to view detailed information, including order status, placed date and time, item details, guest notes, and cancellation policy.
- The 'Cancel Order' button is available based on the delivery time and cancellation policy.
'My Orders' feature in the Duve manages three primary order statuses: Pending, Confirmed, and Canceled. Here's an explanation of the different scenarios for each status:
- Pending Orders:
- Scenario: This status applies to orders that require approval from the host. After a guest places an order that is not set for instant booking, it is marked as 'Pending'.
- Identification: A yellow dot indicates this status.
- Guest Perspective: The guest sees their order as 'Pending' until the host makes a decision. The order remains in this state, awaiting host approval or disapproval.
- Confirmed Orders:
- Scenario 1 (Instant Booking): Orders set as 'instant booking' are automatically marked as 'Confirmed' as soon as they are placed by the guest.
- Scenario 2 (Approved Pending Orders): If an order initially marked as 'Pending' (requiring approval) is approved by the host, its status changes to 'Confirmed'.
- Identification: A green dot indicates this status.
- User Experience: The 'Confirmed' status means the order has been approved. However, it does not necessarily mean the order has been delivered; it only indicates approval.
- Canceled Orders:
- Scenario: This status is for orders that have been disapproved by the host or canceled by the guest.
- Identification: The specific method of identification (like a dot color) for canceled orders isn't mentioned in your description, but typically, a distinct marker like a red dot is used.
- User Experience: When an order is canceled, it will change its status from either 'Pending' or 'Confirmed' to 'Canceled'. This indicates that the order will not be processed further. Canceled orders might come with additional information, such as a cancellation note from the host, or an indication that the guest has canceled the order.
In all these scenarios, when a guest clicks on an order, they are taken to an order detail page where they can view the status of their order. This page includes a back button at the top, allowing users to return to the main 'My Orders' menu.
Tricks & Tips
- Order Tracking: Regularly check 'My Orders' for the latest status updates on your purchases.
- Cancellation Policy: Be aware of the cancellation policy before making an order, as it will dictate if and when you can cancel.
- Utilize Special Notes: Use the 'Special notes' field to communicate any specific preferences or requirements for your order.