Frequently asked questions

Digital welcome booklet

Below you will find the answers to managers' most frequently asked questions. To see the answers to the questions that interest you, just click on them.

How it works

I already have a welcome booklet, what more can you offer me?

Providing a welcome booklet is already a good thing, but the customer experience takes on a whole new dimension when the medium is a digital one with quality content, a dynamic and intuitive interface, and constant accessibility. Our digital welcome booklet system has been carefully designed to maximise customer satisfaction, not only on site but also before they arrive and after they leave. In an ultra-connected, highly competitive environment, an excellent customer experience is a must. Firstly because it encourages customer loyalty, and secondly because it ensures that a successful stay will boost future bookings as positive reviews help build the establishment's reputation.

Moreover, the read rate is significantly higher for the digital welcome booklet than for a traditional welcome booklet. So one of the benefits of the welcome booklet is that it saves time for managers, who see a considerable reduction in recurring customer queries. All the useful information included in the booklet can answer 90% of the usual questions, such as how to access Wi-Fi or recommended restaurants nearby.

What's more, it's much easier to update information in your welcome booklet as you can do it in real time from your Management Area. We automatically update information on nearby establishments, which may close or change phone numbers. And we also synchronise events in the local area with the nearby tourist offices.

A digital service also means you can offer e-Concierge features such as the pre-stay questionnaire, express check-in, online inventory, customer messaging, push notifications, satisfaction survey, activity booking requests, or any order process or requirement specific to your establishment.

Finally, our system makes it possible to publish information on other media within your establishment through programmable digital signage on a big screen or on interactive kiosks and terminals.

To help you understand the advantages of the digital welcome booklet, you can also look at the how it works section, as well as all the good reasons to use the notre.guide service

What impact will the digital welcome booklet have on my relationship with my customers?

The digital welcome booklet is not a substitute for human relationships, but is a smart addition to them. When reception is closed, you are already busy, the customer is not physically in your establishment, or you do not speak their language, the digital welcome booklet can provide a completely satisfactory answer to most queries. Another advantage is that the service will free up time for reception staff to establish stronger relational contact with customers who need it.

In addition, if you have a touch screen at reception, the digital welcome booklet can also be a universal interaction aid that lets you make recommendations to your customers by talking to them. It contains all the information about your establishment, as well as useful local addresses and current events offered by the tourist office.

What services are associated with your digital welcome booklets?
The Management Area for the welcome booklets is both simple to use and very comprehensive. Beyond the classic services for updating your booklet's content, we offer you e-Concierge modules such as the pre-stay questionnaire, express check-in, online inventory, customer messaging, push notifications, satisfaction survey, activity booking requests, or any order process or requirement specific to your establishment. You can enable online payment for all customer transactions according to your needs. You can also find specific optimisation advice, detailed usage statistics and tools, for example scheduling automatic distribution according to customers' arrival dates, or printing flyers with a QR code. There are dedicated modules so you can programme digital signage on a big screen and manage terminals if you provide touch screens. We invite you to take a look at the features offered by the digital welcome booklet system notre.guide
What are the technical requirements on the customer's side?

The digital welcome booklet notre.guide can be accessed from any device, be it a computer, tablet or smartphone. Access is instant by clicking on the link, with no account or application needed. The interface runs on all devices, consistently and universally. What's more, access to information is possible even offline, so you avoid interruptions in poorly covered areas, or roaming charges which can sometimes be expensive for those on foreign phone contracts.

If you have a big screen at your establishment, you can also display information automatically without the customer needing to have any equipment. Providing tablets or interactive kiosks is another way to ensure ease of access for all.

Can foreign customers also benefit from the service?

Absolutely, in several ways. The interface and information are fully translated and made available in 10 different languages: French, English, German, Italian, Spanish, Dutch, Portuguese, Russian, Chinese and Japanese. The content of the notre.guide digital welcome booklet is adjusted by automatically detecting the customer's natural language so the content is easy to understand. What's more, access to information is possible even offline, so you avoid roaming charges which can sometimes be expensive for those on foreign phone contracts.

In addition, the digital welcome booklet service works all over the world, so is not limited to establishments located on French territory.

Will it be possible to interact with my customers?
Your guests remain permanently connected with you during their stay. Before their arrival, you can send them a pre-stay questionnaire to help achieve additional sales, or offer them express check-in or an online inventory so there is less admin at the reception desk. You can also integrate specific forms for placing orders or making bookings during their stay. If necessary, transactions can be made with customer payment in real time, commission-free on both sides. A specific module is available to invite customers to complete a satisfaction survey before they leave. A messaging system gives you the option to interact with them at any time via your usual e-mail service. You can answer queries individually, or send communications to all your customers at the same time. There is also a push notification system so you can let your customers know when an on-site activity is about to begin, for example.
Is this welcome booklet also an opportunity to make additional sales?
There are specific modules to help you upsell at every stage of the customer's stay. Custom forms can be integrated into your digital welcome booklet, to place orders or book activities, for example. If necessary, you can enable online payment in real time for easier order management. All payments are commission-free and are made directly to your account.
Will this service help me know more about my customers and their needs?
Some types of marketing data collected automatically by the welcome booklet will help you learn more about your customers. For example, you can set up a pre-stay questionnaire to find out about their preferences before they arrive. The system automatically records their areas of interest in its statistics and you can also gather your customers' e-mail addresses. There is also a specific module for conducting a custom satisfaction survey and analysing the results in graphic form. The information collected can be analysed and exported in accordance with the applicable GDPR legislation.
Can I use the welcome booklet on self-service kiosks or tablets?

Most of your customers will consult the digital welcome booklet on their own Smartphone, so they will have all the information and services right in their pocket. However, for some customers or in certain situations, it may be advantageous to have fixed kiosks or tablet-style terminals available on site. In this case, the welcome booklet can be opened using a specific link, in order to identify the terminal and manage the display differently. For example, you can configure each kiosk differently and reset customer data remotely from your Management Area. You can see an example of a kiosk in our demonstrations.

How can my customers find my welcome booklet?

As manager, it is your role to distribute your digital welcome booklet to all your customers. You distribute it using the short and simple access link you have set up. As this link is very easy to memorise, there are no problems with sharing it by oral communication. However, it is good practice to include this link systematically in all booking confirmation e-mails you send to your customers. If you do not have a PMS or CRM, we provide a tool for scheduling a personalised message to be sent automatically to customers according to their arrival dates.

For customers who have not booked in advance and to provide a reminder directly on site at the accommodation, we provide a tool to print flyers with a QR code. This way, they can access your digital welcome booklet by scanning this code with any Smartphone.

If you have a Wi-Fi access point at your establishment, you can redirect your customers to your digital welcome booklet when they connect for the first time. This way, all customers who connect to your Wi-Fi network will be able to access your digital welcome booklet directly on their own device in a completely transparent and automated way.

Some establishments also choose to set up a digital reception kiosk by simply placing a tablet on a stand, or putting a big touch screen on the wall. This way, customers can find all the useful information on these kiosks using the same interface as the one in their pocket. So managers can centralise all updates on a single interface in real time. The digital welcome booklet remains accessible on all devices that have a web browser.

Finally, digital signage on a big screen is an excellent way to show information to your customers. A specific module for programming this type of signage is available in your Management Area.

What is digital signage and what extra benefits can it bring?

Most of your customers will consult the digital welcome booklet on their own Smartphone, so they will have all the information and services right in their pocket. However, for some customers or in certain situations, it may be helpful to show useful information on a big screen located in a common area. This approach, called digital signage, allows you to display information of your choice cyclically and dynamically. Digital signage is particularly useful for showing upcoming activities, the day's weather, or information on specific services you offer, for example. You can see an example of digital signage in our demonstrations. If you don't have a connected screen with a built-in browser, you can broadcast on a standard screen through an HDMI mini-PC device such as Chromebit or Fire TV Stick.

Registration

Do I need to input all the local information myself?
Thanks to our experience in the tourism business since 2003 and through our various suppliers, we have a very comprehensive information base covering the whole territory. We also provide integration of information from other official sources, such as tourist offices or institutional bodies. Our system therefore integrates all the attractions in your area, automatically and in detail. However, you are in full control of the sites and places you want to recommend, and you can always delete, edit or add places according to your preferences.
Can I publish photos or videos?
You can certainly publish photos, videos and even virtual 360° photo tours in your welcome booklet. Not only of the establishment itself, but also the services offered, on-site activities and recommended places in the local area. We invite you to take a look at the features offered by the notre.guide digital welcome booklet system
How do I manage translations?

You can enable up to 10 different languages in your digital welcome booklet according to your needs. All the elements of your welcome booklet, as well as all the local tourist attractions and amenities, are translated by our services. We also provide a free translation support service for all your free or specific texts.

Bear in mind that you can also clearly state the languages you speak in your welcome booklet. You can also go further by restricting the translations made available in your digital welcome booklet if you do not wish to offer them to your customers.

What is the procedure for reproducing a welcome booklet in order to create another one?

You can copy an existing welcome booklet in your account in order to create a similar booklet more easily. To do this, just select the option "Copy of booklet number XXX" as the establishment type on the registration page.

Note that if you are registering multiple welcome booklets, one after the other, you can choose the "Checkout later" payment option for each operation. This way, you can pay for them all in one go at the end, which makes things easier and also ensures you receive the maximum bulk discount.

After registering, what if I want to terminate the service?
Publishing a digital welcome booklet requires no commitment from you. So there is no need to terminate the service, as it does not renew automatically. Payment is made for a certain period, then your welcome booklet is deactivated if you do not renew. You will receive an e-mail reminder one month before your welcome booklet expiry date, inviting you to renew the publication for the duration of your choice.
When will my welcome booklet be published?
After registration, your digital welcome booklet is activated on the same day if you pay online by card, or on receipt of the cheque or official purchase order (bank transfer or postal order) if you opt for those methods of payment. You then receive an activation e-mail summarising the information to keep for your records and including a link to your invoice. Your welcome booklet is then fully operational and accessible by all your customers. Direct access links to your welcome booklet in each language remain available in your Management area.
Can I try it out before signing up?
As there is already proven interest in our service, unfortunately we are not able to offer free trials. However, at the last stage of the registration process before payment, you will be able to view your welcome booklet and see what it will look like. In addition, you can access our demonstration pages.

Prices and payment

What are your prices?
You can subscribe to the digital welcome booklet service for a period of 12 or 24 months, with the payment date being the same as the contract start date. The price ranges from 40 € to 140 € excl. tax per year according to establishment type, and takes account of guest capacity. You can find all the details on our service prices page. Data licences, e-Concierge modules and digital signage capacities are all included in this price. There are no hidden costs and no extra options to pay for, regardless of user numbers. There are no hidden costs and no extra options to pay for, regardless of user numbers. Throughout your subscription period, you have access to a Management Area where you can update your welcome booklet, see usage statistics and benefit from various services.
Is there an additional per use cost?
No, none at all. The annual price is all you will pay. Once your digital welcome booklet is set up, all your customers can access it free of charge and without limits. Data licences, e-Concierge modules and digital signage capacities are all included in this price. There are no hidden costs and no extra options to pay for, regardless of user numbers. Customer payments (if you use them for your transactions) are commission-free.
I would like to publish multiple welcome booklets, do you offer a discount?
Even though our prices are already very competitive, publication of multiple welcome booklets from the same account entitles you to a progressive additional discount based on the discount grid which you can consult online. The discount is automatically applied by our system at the time of payment according to the number of welcome booklets in your account. If you offer holidaymakers a number of different options, publishing multiple welcome booklets enables you to offer a customised welcome for each type of accommodation. We invite you to use the price calculation tool provided to run a cost simulation for your specific case.
Why are your prices so competitive? Are there any ads?
Our digital welcome booklet service draws on the experience, technology and data that France-Voyage.com has been developing for decades. We are therefore able to offer very competitive prices. The digital welcome booklet contains no advertising of any kind. You are fully in control of the content at all times. In addition, we never access your customers' data.
What payment methods do you accept?
Payments can be made directly online by card, by cheque sent by post, or by postal order for public institutions. Payment by bank transfer is also available for grouped orders for a minimum value of 200 €. Your digital welcome booklet is activated on the same day if you pay by card, or on receipt of the cheque or official purchase order if you use one of the other methods. In all cases, you will be sent an invoice which will remain accessible in your Management area.
Is the annual subscription renewable automatically?
No, annual renewal is not automatic. Moreover, we do not keep any information on payment methods in our records. A few weeks before your digital welcome booklet expires, you will receive a message reminding you of the service expiry date and detailing the procedure to follow if you wish to renew it. However, you can also renew the publication duration of your welcome booklet at any time via your Management area.

Management area

Can I customise the layout?
Absolutely, the style and colours of your digital welcome booklet can be adjusted to reflect your brand image. A logo can be added to the interface and used in the headers of notifications you send to customers. The link to your welcome booklet can also be modified to create a custom link. It is also possible to enable or disable certain features, such as customer messaging or the first login window. Menus can also be fully rearranged, and you can add specific tabs as needed. Custom interaction actions can be set up to communicate with your customers, for example to place an order, make a booking, or collect information via a form. You can also find details of the features offered by the digital welcome booklet system notre.guide
I would like to make changes to my welcome booklet, how do I go about it?

You can make changes at any time to all elements of your digital welcome booklet (instructions, services, local area, etc.). To do this, simply go to your account and log in if necessary with your login details: your e-mail address then your password. Note that access to your account remains available at all times by clicking on the little white man at the top right of all France-Voyage.com pages.

Changes made via your Management area are applied immediately in real time. If you don't see them appear in your welcome booklet, make sure that your browser is not showing you an old version of the page it has stored. You can force your page to refresh in your browser by pressing the F5 key on your keyboard.

Is it possible to manage multiple welcome booklets at once?

The online Management Area does indeed allow you to update multiple booklets simultaneously, in a single operation, so you can easily make changes to all your welcome booklets or just some of them. So you can manage accommodation lots very quickly, regardless of how many you have.

If you represent a large accommodation network, bear in mind that we also provide an API so you can fully automate updates and synchronise your digital welcome booklets with your own databases.

How do I integrate my welcome booklet into my PMS?

For standard integration with any PMS, simply include the link to your digital welcome booklet in the text of the pre-stay e-mails you send to your customers, such as booking confirmation messages. If you use our satisfaction survey, you can also insert the direct link to this survey into the post-stay e-mails.

The welcome booklet provides e-mail delivery of all customer interactions, such as express check-in or order-taking, as standard. If you wish to fully automate specific customer interactions towards your PMS, your welcome booklet can be configured to send form data in a technical format to a web service. For this type of integration, you will generally need to make a specific small adjustment if you intend to re-inject the technical data sent by the welcome booklet into your PMS.

If you represent a large accommodation network, bear in mind that we also provide an API so you can fully automate updates and synchronise your digital welcome booklets with your own databases.

I've lost my password, how can I access my Management Area?
If you have a problem with your password, you can regain access at any time by clicking on the Forgotten password link in your account login form. Then follow the on-screen instructions to reset your password.
I can't remember my welcome booklet number, how do I access my Management Area?
You don't need your welcome booklet number to access your account. Just log in with your e-mail address and password. You can access your welcome booklet from your account menu.
How can I find out how many people are using my welcome booklet?

Usage statistics for each language are available in your Management area. These data are updated in real time. You can also find detailed information by section there, to gain a better understanding of your customers' interests.

Remember, the more you distribute the link to your digital welcome booklet to your customers, the more they will use it and the more benefits you will get from it. There are no extra costs per use, regardless of volume.

Are my data shared with anyone else?
The data you integrate into your digital welcome booklet are never shared with other establishments. They are only available in your own digital welcome booklet, and can only be accessed by your own customers when you distribute your welcome booklet to them. In addition, we never access your customers' data.
Will my customers' data be safe?
The digital welcome booklet is in line with current legislation on data processing and fully complies with the GDPR. Only the technical data necessary for the proper operation of the service are stored on our system. All customers' personal data relating to their preferences, detailed identity and any orders they place are only stored on their own Smartphone, or transferred directly to your e-mail address during transactions. We do not store any customer data of this type on our systems, and under no circumstances do we use any customer data for purposes other than the proper operation of the service.
What should I do to optimise my welcome booklet?
A list of customised advice is available in your Management area. Follow these tips to improve the quality of your digital welcome booklet and make it more attractive and useful. This way you can increase customer satisfaction.

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