If a guest would like to extend their stay, you can edit their visit in Ivy to match their newly extended reservation. NOTE - if your property has an integrated PMS system, this will update automatically.

  • Select the guest name that you would like to edit so that the guests’ message conversation appears on the screen.
  • Select the EDIT VISIT ICON located on the top right directly above the guests’ message conversation.
  • Make any adjustments needed to the guests’ visit you wish to edit including:
  1. Name
  2. Email Address
  3. Room Number
  4. Length of Stay (this will be reflected from original check in date)
  5. Agent Name
  6. Select SUBMIT to save your changes.

If you have not found the information you’re looking for here, please reach out to an Ivy Live Support agent for further assistance!

HOW TO REMOVE A GUEST'S VISIT:

Removing a guests’ visit is a way of checking a guest out of Ivy, however all message history will also be deleted and untraceable by Go Moment Staff. 

IMPORTANT - this is not recommended as it can cause a guest to be checked back in and have new welcome messages sent depending on the specific integration with your hotel’s Property Management System. (See Unsubscribe/Opt Out for more information). 

To ensure that the guest will not be checked back in and have new messages scheduled, it is recommended to have the guest reply STOP to unsubscribe.

To REMOVE a guests’ visit:

  • Select the guests’ name that you would like to remove.
  • Select the TRILPE DOT ICON on the top right of their conversation dialogue
  • Select REMOVE VISIT on the pop up window

If you have not found the information you’re looking for here, please reach out to an Ivy Live Support agent for further assistance!

HOW CAN I REMOVE / UNSUBSCRIBE A GUEST FROM RECEIVING TEXTS FROM IVY

  1. You will never remove a guest from the staff console. If the guest does not want to text with Ivy, simply select the Message Template that says “Unsubscribe from Ivy” and send it to the guest. This message will prompt the guest to reply “unsubscribe” or “stop” and then will effectively remove the guest from receiving messages from Ivy. 
  2. Keep in mind, you have the option to Remove a Guest, but this is not recommended due to the interface with your PMS system. Ivy is checking in all in-house guests every 30 minutes, therefore, if you remove the guest, Ivy will check them back in and send them a Welcome Message. 

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