General info

What is Edgar Smart Concierge?

Edgar is a professional tool at the service of tourist properties and their guests. Thanks to Edgar, the Hosts can:

– assist the customer before, during and after their stay

– simplify the guest requests management

– built customer loyalty

– increase positive reviews

– earn more money

What advantages does Edgar offer to my guests?

Thanks to Edgar the guests of a tourist property:

– have all the information about the property and the destination thanks to a large database of Points of Interest throughout the Italian territory

– use the mobile map which shows the advice of the host on what to see and do at the destination

– book and buy internal and external services, tours and experiences throughout Italy

– check in before their arrival

– chat with the host

What is the difference between the App and the Extranet?

Edgar includes two tools: the Extranet for Hosts and the App for Guests

What is the Extranet for?

On the Extranet, the host customizes the App and manages all the interactions with the guests. In fact, the host can:

– add and edit contents (info, POI, services, images, schedules, etc.)

– select internal and external services to be made available to guests

– select the services that can be purchased and the recommended points of interest

– manage guests requests for internal services

– check the progress of up-selling earnings

– chat with customers and send them push notifications

– manage guests’ personal data and download the txt file for the declaration to Portale Allogiati Web

Settings

How do I customize my app?

To customize the App:

1) access to the Extranet

2) complete the wizard

3) customize as much as possible by integrating the ABOUT section and completing the INTERNAL SERVICES and EXTERNAL SERVICES sections

How can I see the changes I have made to the App (on the Extranet)?

To check the changes made on the Extranet go to the App or, if you are already there, close the App and return to be sure it has updated the new changes.

Can I add a Point of Interest (POI)?

Yes.

1) Go to the My Advice section> Points of Interest.

2) Click on “Add Point of Interest”.

Warning: once the POI is created, you won’t be allowed to edit it. Yet, you can still sending an “Error Reporting” and request a change.

What do I have to enter in the PayPal field?

Enter the e-mail address of your PayPal account (the one you used for the registration). The account is required to receive payments from Edgar related to the purchases made by customers through the app.

How do I get the direct customer mail thanks to Edgar?

By registering the guests to the app, the host has the opportunity to get the customer’s direct mail even if the reservation comes from channels that provide encrypted emails, such as Airbnb and Booking.com.

How do I know if the customer has downloaded the app?

When the guest downloads the app and connects, the row of the booking turns green. In the “Guests” section you will find the personal data of the clients associated with that booking.

If the row is light green, it means that the customer has made the “match” and can be contacted through “Contact” push notification.

If the row is dark green it means that the customer has also registered on the App, enabling the possibility to send internal service requests.

Where do I check how many guests have downloaded the App?

On the dashboard. Also, you have statistics and data about the progress of your property at your fingertips.

Booking management

What is the Booking Code?

The Booking Code identifies each individual reservation. When it is requested by the app, it is essential to enter it only if you want to send requests for internal services.

How do I create a Booking Code?

Automatically Edgar creates a Booking Code for each reservation imported on the Extranet.

How can I upload the bookings I have received?

You can import your bookings in 2 ways:

1) automatically. Synchronizing your Booking Calendar in the Channel Manager section..

2) Manually. Upload reservations individually or import a .csv file.

If you need further support, get in touch with us, we will be delighted to help you info@edgasc.com

What happens when I upload a booking?

When bookings are imported into the Extranet, Edgar Smart Concierge takes charge of your guests. In fact, the system will send an automatic email or an invitation by SMS to download the App to the email or to the number reported in the booking.

It will be possible to manage your guests through Edgar upon they download the App and make a match with the Booking data:

– by registering with the email with which they have been invited

– or by entering the Booking code that they received via e-mail or SMS

You can recognize the guests who made the match because the row of the reservation will become green.

Can I select the automatic e-mails to send to my guests?

Yes. Go to the “Notification Management” section to select them.

Can I change the details of a booking?

Yes. You can change your booking by clicking on the orange button. Instead with the red button, you can cancel the reservations already entered.

And if a guest cancels the booking?

Nothing serious. The guest can continue using your App to get information about the destination and purchase external services. In this way you have the opportunity to earn money even from people who do not stay in your property.

How do I manage guest data?

Just click on the “Edit” button and update the guest data. You can use this section to add the customer information collected at the check-in. Also, you can add a new guest and associate it with an already-existing booking.

How can I manage guest requests?

To see the guests’ requests go to the “Guest requests” section. Click on the request to manage it. A new section will open with the details of the request and the host’s message. You can also chat with the guest and choose whether to accept or decline the request.

How do I receive the notifications of guests' requests?

Edgar will send an e-mail notification to the e-mail address reported in the “Notification Management” area each time a guest makes a request or writes a message.

How can I send a push notification to my guests?

Go to the “Booking” or to the “Guests” section and select, thanks to the check mark, the bookings or guests you want to contact. Click on contact and define the contents of the push notification. Then it will open a direct chat with the guest.

Internal and External Services

What is the difference between Internal and External Service?

Internal Services are taken directly by the Host. External Services instead do not require the intervention of the host. When a guest books a tour, experience or service on the External Services section, the request arrives directly to whoever offers the service. The host will not have to play any intermediation but will still earning 8% of the amount spent by the guest.

What are the ``Internal Services``?

They are the services offered by the property itself. The internal services’ requests arrive directly to the Host.

How do I modify the Internal Services?

The Internal Services menu is completely customizable.

And if an Internal Service is free?

You can insert free services “on demand” among the Internal Services in order to manage them through Edgar app.

How can I check the Internal Services purchased by a guest?

Go to the “Booking” section and click on the blue icon. You will see the bookings history made by the customers associated with that reservation. In this way you can quickly calculate the amount to be paid at the check-out.

What are the ``External Services``?

The External Services section includes Points of Interest (marked with an “i”) and Services & Activities available for Fee (marked with the “€” symbol). The section is already populated by default but you have the option to customize the Points of Interest and the Services & Activities by:

– showing them

– hiding them

– advising them (visible in the advice section

– adding others (visible in the advice section)

This section will be on the app as a real guide of the destination for your guests.

How much do I earn when a guest purchases an External Service?

Earn 8% of the amount spent to buy the services and experiences offered by the providers on the Edgar app. You can easilly recognize the services that allow you to earn money as they are marked with the “€” symbol in the “External Services” section on the Extranet.

How can I add a service provider with whom I work?

Click on INVITE EXTERNAL COLLABORATOR and enter his/her e-mail address. Edgar will send him/her an email in your name inviting him/her to register for free on the Guide Me Right platform. In this way your collaboration will continue on Edgar.

When and how do I receive the balance of my commissions?

Edgar pays the amount due for the sale of the External Services to the PayPal account reported on Extranet on a monthly basis or upon reaching a ceiling.

Subscription and Payment

How much does Edgar cost?

The cost depends ONLY on the total number of rooms or apartments managed and NOT on the number of apps created. So, if you have multiple properties, you can create a custom app for each property without increasing the price of Edgar. If you manage more than 61 rooms or apartments, the Edgar team will prepare a personalized quote. The cost of Edgar for a B&B goes from 5 to 15 euros per month.

Here you can calculate a quote.

Is the subscription annual or monthly?

The formula proposed by Edgar for an annual subscription that can be paid in a lump sum or monthly via PayPal or Bank Transfer.

Can I try Edgar before signing the contract?

Sure. Try Edgar 30 days for free.

During the trial period you can:

– access to the Extranet

– create and use the app

– let your guests try and use the app

Fill out the form to start the trial period.

What happens at the end of the free trial period?

After the 30 days of free trial, your DEMO version will be blocked automatically.

If you want to continue using Edgar, contact our team before or after the 30th day deadline and schedule an assistance appointment to check if will possible to extend the trial period.

If you decide to purchase Edgar, your DEMO will become your personal account, so you will not lose the information uploaded during those 30 days.

How can I proceed with the payment of my subscription?

You can pay your subscription by Bank transfer or PayPal and choose between:

– monthly payment

– annual payment, which includes a 10% discount

Can I manage multiple properties with Edgar?

Yes. According to your contract, you will have the possibility to add more properties to your account. Thanks to the Multi-Structure Panel you can manage multiple apartments / properties with a single account.

Consult our team to find the solution that best suits your needs.

Info Guest

How can I access to the app?

In order to access the Edgar app you must:

1) download the App in the Store (click here http: /www.edgarsmartconcierge.com/get-mobile) or alternatively just search for “Edgar Smart Concierge” in the Store

2) enter the Property code and the Booking code (only if it is required)

3) register to Edgar Smart Concierge by entering your e-mail address and creating a password.

In which languages is the App available?

At the moment the App is available in Italian and English. If the customer’s mobile phone is set in Italian, the App will be displayed in Italian. In all the other cases, the English version will be displayed.

I have been asked to enter the Booking code, but I do not have one. What can I do?

You can access to the app even if you do not have a Booking code. Just enter the Property code. In this case you can see only the content inserted by the Host but you can not request/purchase Internal Services (unless your Host has not activated Internal services yet). To do so, ask for the Booking code to your host.