Stay notes in your PMS

When a guest checks out, HelloShift can add one note to their reservation in your PMS with a record of the stay: a short summary of the guest conversation, the internal notes and tasks your team linked to the guest, and a link back to the full conversation in HelloShift. Months later, when a guest says they were (or weren't) told something, the record is right on the reservation.

What goes into the note

• Stay summary (AI): one or two sentences on what the guest asked or reported, what your team told them, and how it ended. It only states what the messages say. When the conversation was routine (check-in times, Wi-Fi, directions), there is no summary line.

• Notes: the internal notes your staff wrote on the guest, with who wrote them and when.

• Tasks: tasks linked to the guest, with who they were assigned to and whether they were done.

• Full conversation: a link to the guest's page in HelloShift.

Door codes, PINs, card numbers and links are never included in the summary.

Make sure your notes and tasks are included

Only notes and tasks created from the guest's page are included, because that is what ties them to the guest's reservation. On the guest's page, use the Internal Note/Task button. A general task that only mentions a room number in its text (for example "Room #: 161") is not linked to a guest and will not appear.

When the note is added

About two hours after checkout, so wrap-up notes written right after the guest leaves are included. The note is added once per stay and is not changed afterwards. Anything written later stays in HelloShift.

Where to find it in your PMS

Every note starts with [HelloShift Stay #…] so it is easy to spot.

Who can see it

Internal notes stay staff-only in HelloShift, but once copied to the PMS anyone with access to the reservation there can read them. Write internal notes with that in mind.

Turning it on

Stay notes are in pilot. To turn them on for your property, contact HelloShift support.