Skip to main content
Recovery is about the guests who came closest to booking and did not finish. Your AI staff can reach out to them again, and this screen is where you see whether that worked and who is still open. The reading order is the point: what did this earn, then is it running on its own, then who is left.

​
What is on the screen

The result, at the top. Two figures side by side: what has been won back, and what is still open.
They do not add up, and they are not meant to. A guest who came back has left the open queue. There is no total and no percentage between them, because either would be a sum of two different populations. Money is shown per currency, never merged.A hotel that has not won anything back yet sees only the opportunity — not a zero beside the word “recovered”.
Two control bars, each a single sentence with its settings one tap behind: Automatic recovery, and the Welcome Back offer that can follow it. The queue below, one guest per row: the guest’s name, the stay, the rate plan, when they dropped, and the quoted total. A row carries no contact details. A search by guest appears once the list is long. Each row says where it stands in plain words — Not messaged yet, Scheduled, Sending shortly, Sending now, Messaged, Couldn’t reach them — or why nothing will happen: No contact details, Asked us to stop. Select a guest to open their panel. Its header says how the booking stopped — for example no card entered or card failed — and below it are Reachable by (Phone, E-mail, or both), Stay, Guests, Quoted total, Rate plan and Dropped. When you can send, Send recovery message sits at the foot. The panel tells you how the guest can be reached, never the number or the address itself.

​
What you do here

1

Read the two figures first

They are the answer to whether this is worth your attention today.
2

Check whether automation is on

The bar says so in one sentence. If it is on, the queue is being worked without you.
3

Send one yourself when a row is worth it

Send now on the row, or Send recovery message in the guest’s panel, confirms, then attempts the message straight away rather than waiting for the schedule. Use it for the booking you actually want back.
4

Adjust the offer when the message needs more than a reminder

The Welcome Back offer is the offer that can follow the recovery message. Adjust opens its settings.
A guest who asked us to stop is not messaged, by automation or by hand. The row says so — a request to stop is not a setting to work around.

​
What happens next

A row you send is attempted on the contact details you have — an e-mail address, a phone number, or both — and the row’s wording moves to match what happened. An attempt is not an arrival. A send can fail, or come back without a confirmed result. The screen reports that outcome to you when it happens — read what it tells you at the time rather than assuming the message went, because the row’s own wording will not carry that detail afterwards. While nothing is on sale — Hunter and Clerk both switched off on Rooms — no recovery message or Welcome Back offer goes out, automatic or sent by you: the message would invite a guest to book what is not on sale. A row you send then says Hunter is switched off, so guests can’t book online — switch it on in Rooms to send this. Rows with no contact details cannot be reached at all. They stay listed so the number is honest, not because there is something to do about them. Recovery keeps its own figures, at the top of this screen. It is not counted on Marketing Analytics, which measures broadcasts you wrote and sent. The guests themselves keep their records in Profiles.