Attention Customers,

We are writing to inform you of an upcoming security and identity upgrade to the IN-Gauge platform that will take effect as part of our next release.

To improve platform security, data accuracy, and the reliability of user-level insights, we are introducing mandatory email verification at login for a controlled set of pilot locations in Phase 1 of this rollout.

This change addresses a long-standing platform limitation: a portion of users currently access the system through unverified or shared email accounts. That weakens access control, compromises auditability, and reduces the accuracy of reporting and personalization. Verified identity is now a requirement for modern, secure, enterprise-grade systems — and this update brings in-gauge into alignment with that standard.

What will happen

After this release:

• When a user logs in, the system will check whether their email address has been verified.
• If verification is required and the email is not yet verified, the user will be prompted to complete a short verification step before continuing.
• A secure verification link will be sent to the user’s email address.
• Once verified, the user will not be prompted again.

This change does not impact registration or user creation. It only applies during login and only when verification is required for a user’s assigned locations.

What users will see

Users who are already verified will not notice any difference.
Users who are not yet verified will be redirected to a verification screen and will receive an email containing a secure, time-limited verification link. After clicking the link, access will be restored immediately.

Why this matters

This upgrade enables:

• Stronger account security
• Accurate user-level reporting
• Reliable notification delivery
• Future personalization and pre-arrival experiences
• Compliance-grade audit trails

All of these depend on trusted, verified user identities.

Support

If a user does not receive the verification email, they should check their spam or junk folder. If the issue persists, our support team is available to assist.

Thank you for your continued partnership as we strengthen the security and reliability of the in-gauge platform.

Sincerely,
Product Support

The issue affecting multi-language audio tracks in our LMS video player has now been fully resolved.

This Wistia feature allows a single video to contain multiple audio tracks so learners can easily switch between languages without needing separate versions of the same video. Each track is labeled by language, and engagement tracking remains unified across all versions.

Resolved on: Thursday, November 27th

We’ve confirmed that the problem occurs only in Safari and is tied to how Wistia’s player (our third party streaming service) is handled in that browser. Specifically, Safari blocks certain XMLHttpRequest calls that Wistia uses for its playback logic, which leads to the error you’re seeing.

We’re now working directly with Wistia to address this on their side and ensure consistent playback across all browsers.

We will keep all customers  updated as soon as we have a confirmed fix.

https://stackoverflow.com/questions/50206480/wistia-playback-in-react-player-causes-error-the-xmlhttprequeset-constructor-ha?utm_source=chatgpt.com

We are currently addressing two LMS media-player issues impacting some users:

1. Safari 26 – Video Playback Logout Issue

• Safari 26 users may be automatically logged out due to a security-patch conflict affecting video playback.
• Please use Google Chrome until a fix is deployed.
• Engineering is finalizing the RCA and evaluating a permanent solution.

2. Multi-Language Audio Track Issue

• Root cause analysis in progress; Wistia has advised migration to the Aurora player for full compatibility.

Resolution in progress — next update will follow after engineering delivers RCA and solution recommendations.  Friday November 21st

October 30th

We’re updating the login and account management flow to make it clearer and more secure.
Previously, users with deactivated accounts could see a “blocked after multiple failed attempts” message and still receive password reset emails, which caused confusion.

The new workflow introduces clear, accurate messaging for each account state:

• Active – normal login and password reset behavior.
• Locked – temporary rate-limit after failed attempts, with clear guidance on how to unlock.
• Deactivated – login and reset attempts now display a direct message: “Your account is deactivated. Contact your administrator.”

Admins will also see clearer account status indicators, audit logs, and reactivation options.

These improvements ensure transparency for users, reduce confusion, and bring our authentication flow in line with best practices for both security and user experience.

Amazon Web Services (AWS) is currently experiencing a major global outage impacting multiple regions and core infrastructure components. This disruption has affected numerous major platforms, including Netflix, Slack, Disney+, Epic Games, and Shopify, among others.

At this time, we are actively monitoring the situation and evaluating any potential downstream impact on IN-Gauge. While there is no confirmed effect on our service, users may experience intermittent slowdowns, timeouts, or other performance issues as a result of the broader AWS instability.

If you notice any degradation in performance or unexpected errors, please submit a support ticket through our Help Center so our team can investigate promptly.

We’ll continue to track AWS’s recovery progress and provide updates as more information becomes available.

Thank you for your patience and understanding while AWS works to restore normal operations.

Team IN-Gauge 

Premium Value Development Partnership identifies agents demonstrating strong performance and sales concentration in high-value premium suites, positioning them as key contributors to overall premium revenue growth.

This segment represents agents who are actively driving premium conversion, maintaining price integrity, and consistently achieving above-average upsell rates within top-tier suite categories.
They are considered strategic partners in premium value development, setting the operational benchmark for premium suite excellence.

Purpose in Reporting

This segment isolates high-performing agents whose results directly impact premium suite yield, revenue concentration, and brand value perception.
It provides leadership and analytics teams with visibility into:

• Agents generating disproportionate value from premium suite sales,
• Patterns and behaviors that can inform mentorship pairing or training replication, and
• Opportunities to scale premium performance practices across the wider sales team.

Interpretation

Agents within this segment are not just high earners, but strategic enablers — their approach, confidence, and guest engagement patterns directly contribute to the property’s premium revenue trajectory.
They serve as mentorship anchors for developing agents, supporting broader premium value adoption across the sales organization.

Suite Labels:
Presidential Suite Royal Suite Diplomatic Suite Imperial Suite Chairman’s Suite Ambassador’s Suite Penthouse Suite Villa Suite Spa Suite Maisonette Suite Grand Suite Metropolitan Suite Premier Suite

Understanding Premium Suite Sales Mentorship 

Premium Suite Sales Mentorship evaluates an agent’s ability to confidently position, communicate, and convert high-tier suite products — typically the top premium offerings within the property’s inventory (e.g., Presidential ).
*

This category focuses on value articulation at the luxury level, where emotional influence, exclusivity framing, and brand storytelling drive the guest decision.
It measures how well an agent can maintain price integrity, justify premium rate differentials, and convert aspirational interest into confirmed high-value sales.

Core Objective

The objective of Premium Suite Sales Mentorship is to:

• Develop confidence and composure in presenting top-tier suite products.
• Strengthen value anchoring and benefit-led communication to justify higher rates.
• Improve close ratios in high-value suite categories through trust and assurance.
• Build consistency in premium-level performance by modeling top-performer behavior and decision flow.

This category identifies agents who are close to high-tier sales capability and need mentorship to cross the confidence and articulation threshold required for luxury positioning.

* Also know as: 

Presidential Suite Royal Suite Diplomatic Suite Imperial Suite Chairman’s Suite Ambassador’s Suite Penthouse Suite Villa Suite Spa Suite Maisonette Suite Grand Suite Metropolitan Suite Premier Suite

Other Revenue to Room Expansion Mentoring measures an agent’s ability to convert non-room revenue opportunities (e.g., dining, spa, event, or amenity interactions) into room or suite sales — specifically through value recognition, cross-selling skill, and timing.

This category identifies agents who engage guests outside the traditional booking flow and successfully transition ancillary interest into incremental room revenue.
It emphasizes commercial awareness, proactive engagement, and situational selling confidence — turning peripheral revenue touchpoints into core accommodation conversions.

Core Objective

The objective of this mentoring area is to develop agents who can:

• Recognize non-room guest touchpoints as conversion opportunities.
• Confidently expand the conversation from amenities or experiences to accommodations.
• Link guest motivations (comfort, convenience, exclusivity) to suite or room upgrades.
• Increase overall revenue capture rate by integrating upselling across multiple property services.

Essentially, this mentoring track helps agents bridge the gap between service interaction and room revenue growth — elevating guest conversations into holistic, multi-product conversions.

Other Revenue to Room Expansion Mentoring directly contributes to total revenue per guest (TRevPAR) uplift by leveraging non-room interactions as viable conversion channels.
This mentoring category helps properties:

• Unlock untapped revenue potential from service-based touchpoints,
• Build cross-departmental sales fluency, and
• Foster a culture of 360° guest revenue thinking across the property.

In short, it transforms service engagement into structured, measurable room revenue growth, developing agents into multi-channel conversion specialists.

Understanding Product Diversification

Definition:
Product Diversification measures an agent’s ability to successfully sell across multiple product types or suite categories rather than relying on a single offering. It evaluates breadth and adaptability — how well an agent identifies guest needs and positions various suite types, experiences, or add-ons that align with those needs.

In short, it’s about expanding the range of products sold per agent, not just increasing revenue in one category. A diversified performer drives broader occupancy impact and revenue resilience, reducing dependency on a single product line.

How Product Diversification Is Reported

1. Focus Metric:

   • Only KPIs directly tied to Product Diversification are displayed — typically including:
     • Average Upsell Rate (revenue per suite sold)
     • Number of Nights Sold per Product Category
     • Total Incremental Revenue derived from diversified product mix
   • Other performance indicators are excluded to maintain clarity.

2. Variance Reporting:

   • The system compares top performer results against developing agent results within the same product category.
   • Positive Variance → Highlights what the top performer is doing differently (e.g., better positioning of suite features or guest segmentation).
   • Negative Variance → Identifies the developing agent’s gap areas (e.g., lower average upsell rate, fewer product categories sold, or lower total incremental revenue).

3. Training Pairing Insight:

   • Each Product Diversification section pairs a High Performer with a Developing Agent.
   • The report explains why the high performer is successful (value communication, positioning confidence, etc.) and where the developing agent needs targeted support.
   • Recommended coaching modules focus on premium positioning, cross-product value anchoring, and confidence in multi-suite presentations.

4. Outcome Tracking:

   • Expected improvement timelines are noted (e.g., “4–6 weeks for $200+ average upsell rate achievement”).
   • Progress is measured only against diversification-linked KPIs — ensuring performance improvements are attributed to skill expansion, not general sales activity.