📌 How to Remember Every Guest Detail for an Exceptional Experience in Vacation Rentals

What are guest notes in Enso Connect, and how do they work?
Guest notes in Enso Connect serve as an internal tool to help you keep track of important guest information, and they come in two different types: in-thread notes and overall guest notes. These are accessible from the Unified Inbox.

What’s the difference between in-thread notes and guest notes?
The key difference lies in their scope and location. On the right-hand side of the inbox, you’ll see a section labeled Guest Notes—these apply to the guest overall, not just a specific conversation. For example, in the case of a guest named Charles, you might leave a general note like “Charles prefers ground-floor units.” That note stays with Charles’ profile and can be seen in future bookings, helping you avoid digging through past conversations to recall details.

How do I add in-thread notes within a message?
To add an in-thread note, click the small Notes icon within the conversation. There, you can create and save a note directly tied to that particular message thread. For example, you might add: “Charles said fridge is not working — dispatching Bob.” This allows your team to track internal updates related to that specific issue.

Where can I view existing in-thread notes?
If you go to the Notes section at the top and click on it, you’ll be able to view only the in-thread notes. This gives you a filtered view of all notes made within that conversation, so instead of scrolling through the entire thread, you can instantly see any internal commentary or updates relevant to that message.

Can both types of notes be used for team collaboration?
Yes—both guest notes and in-thread notes are helpful for team collaboration. Guest notes keep long-term context about a guest accessible at a glance, while in-thread notes are useful for tracking real-time issues and coordination, such as tagging another staff member or providing updates about service responses.