Collect guest details during and after checkout

Previously known as Customer Questions, and Allocation or Check In. When your customers make a booking, they must provide their name and email by default. To capture additional information during or after checkout, you can use the Guest Fields features. Guest Fields are set per variant and extra.

For both options (during checkout and after checkout), if the customer books for multiple guests, they can choose to invite guests to access the booking and enter their own information.

How to collect guest details during checkout

Use Guest Fields to capture information at checkout when your customer makes their booking. We recommend using Guest Fields during checkout only if the information you are collecting is critical to the customer booking or your operations. This will help reduce any friction at checkout and increase conversion. You can always retrieve more information from customers using after checkout questions later. 

1. Select an experience or accommodation and go to the Variants or Extras tab. 
2. Click on a variant or extra, and toggle the option for During checkout. 
3. Next, select the fields that customers must fill out at the checkout page. If the field you’d like to select is not available, create a custom guest field.
4. Repeat for other variants and extras.
5. Hit Save to publish changes.

How to collect guest details after checkout

Use Guest Fields to capture information after the customer has made their booking. This is requested either directly on the booking confirmation screen or via an email notification. Customers can change their own details through their account until you lock edits.

1. Select an experience or accommodation and go to the Variants or Extras tab. 
2. Click on a variant or extra, and toggle the option for After checkout.
3. Next, choose the deadline for when customers will be requested to provide the information (e.g. immediately after booking, 1 week before start of trip, 2 weeks before start of trip).
   • Note: If "immediately after booking" is selected, a link will be included in the booking confirmation email. No other follow-up emails will be sent to the customer. For more information, review customer communications.
4. (Optional) Enable the "Prevent customers from changing details after saving" tick box. This will prevent customers from changing details after saving and they'll be asked to contact your support email address and check the terms and conditions for any further amendments. If left disabled, customers will be able to edit their guest details as many as times as needed up until the deadline. For more information, view our article on editing guest fields.
   • Note: Locking information only affects details that customers have already saved. They will still be able to log in and enter their details for any new fields that you add (e.g. "Flight Arrival Times") even if it is locked after checkout. 
5. Next, select the fields that customers must fill out. If the field you’d like to select is not available, create a custom guest field.
6. Repeat for other variants and extras.
7. Hit Save to publish changes.

Note: Unless After checkout is configured to be completed immediately after booking, customers will be notified 2 weeks, 1 week and on the date of the deadline set to provide the necessary guest details.