Custom Questions – Duve

Duve offers you to tailor content to your customers and get to know them better.

You can collect information about your guests through custom questions that will be presented to the guests in the check-in wizard, and in accordance with the answers you can present content to your guests.

The feature is a questionnaire to the guest regarding any topic you wish (health declaration, address, food restrictions, special occasions etc.)

How to Set Up Custom Questions

How to Set it Up?

Setting up the feature: Go to Settings > Check-in > Custom questions > Title and description (optional - can motivate for action)> Add question.

First, it is recommended to add a title and a short description for your guest.

Then, choose the format of question:

After choosing the format of the question, define the question and add content.

Important Note: Guest Category is only relevant for Optima PMS

You will see the display shown to the guest on the right.

You can choose which page in the Online Check-in the question will be asked.

A personal question will be displayed on the first page of the check in wizard and a custom question will be displayed on the questionnaire page

You can choose whether the question is mandatory or not

A mandatory question will be marked with a little red star to the guest

Field Match

Add the correct field match according to the PMS Integration so that the value will sync back to the PMS. See our Integration Specs per PMS here.

Tooltip

You can enter a tooltip the guest will see by clicking the question mark next to the question

When the tooltip is clicked on, a pop up will show to the guest

Request more than one answer

You can ask for more than one answer should you want to receive an answer for total guests, all adults in the reservation

Unique answer per guest

Enable this switch to ensure that your guests can not enter the same answer for multiple guests, such as Passport Number

Limit Question by:

You can create different limitations and conditions.

Examples:

Limit by brand:

Limit by country:

Limit by tag:

Limit Question by the answer to a Custom Question

You can create a follow up question to the first question you asked. For example, if you ask your guests if they would like the air conditioning on, upon arrival and they answer yes, another question would pop up for what temperature they would like.

To create this you would need to create the question ‘Requested Temperature?’ and create a condition for it to be shown only if the answer for the question ‘ac on upon arrival?’ is yes:

*You can create up to 4 follow up questions.

Operations

The host can see the answers to all custom questions in a few places:

The pre check-in summary that is sent by email to the host.
Export a report from the reservations page - there is a column with custom questions answers.
In two way integrations the answers are pushed to a certain comment field.
The guest reservation:

The Tasks page

When hovering your mouse over ‘Yes’, we would see the answers popup.

*Field Match - In custom question there is the field match where for some PMSs we can push the answer back to the PMS:

Optima - ID/Passport and address

Protel - Billing address

Best Practices:

In the custom questions page - the description should be short (up to 250 characters, it’s supposed to match the size of a phone), we do not want the guest to scroll down to see the whole description.
If we ask a question and the guest answers, he expects a reference to his answer. Someone from the team should keep track of the answers of the custom questions.
We recommend keeping the questionnaire short in order to avoid a high dropout rate.
When asking questions regarding guests’ preferences, it’s important to use the tooltip to convey the message that this is not a commitment/based on availability…