The updated TrueTour experience brings a modern, mobile-optimized interface designed to make your immersive content shine. This FAQ answers your most important questions about the transition, new features, and what to expect.
Understanding the Update
What is the updated TrueTour experience?
The updated TrueTour is a refreshed, modern interface designed to make your assets shine. It features a responsive layout, simplified navigation, and a consistent, mobile-friendly design across all devices. Customers can explore their property seamlessly through organized collections, intuitive menus, and a cohesive branded look. The goal is to create a more immersive experience that highlights the customer's brand and makes it easier for their customers and planners to find what matters most.
When will my property receive the update?
Updates are being rolled out in phases to ensure a smooth transition for every property. You'll receive an email notification when your update is scheduled. Visiting Media manages the entire process, including all technical details and quality checks, so your transition is seamless. In some cases, we may ask you to update your allowlisting settings. This is a quick step that helps ensure everything works perfectly once the refreshed experience goes live.
What are the main differences I'll notice?
You'll immediately notice a cleaner design and simplified navigation that make it easier to explore and share your assets on any device. The updated TrueTour experience is mobile-optimized, polished, and intuitive, giving your customers a seamless way to discover your spaces. Your existing assets, links, and processes continue to work the same. Everything now looks and feels refreshed to create a more engaging experience.
Links and Compatibility
Do I need to update any links or marketing materials?
All existing TrueTour links will continue to open in the updated experience, so anything you've already shared will still take customers to the right place. Your marketing materials, email signatures, and embedded links will keep working as usual. Once your update is complete, you may want to give your materials a quick review to see how the refreshed design appears.
What happens to my existing URLs?
Your existing TrueTour URLs will continue to open in the updated experience, so anything you've already shared will still take customers to the right place. You don't need to replace or update them. All your shared links will keep working exactly as they do today.
Will there be any downtime during the update?
There is no expected downtime during the update. The transition to the refreshed TrueTour experience happens seamlessly in the background, so your assets remain accessible to customers throughout the entire process. Your sales team can continue sharing links, and your customers can explore your spaces without any interruption.
Impact on Your Team
How does this affect my sales team?
Your sales team can continue using TrueTour exactly as they do today, with no change to how links or embedded content work. The update introduces a refreshed, mobile-optimized experience with a cleaner design that makes it even easier for customers to explore your spaces. All new content and future updates will now publish through the updated TrueTour experience, giving your team a consistent and polished presentation across every device.
How does the new mobile experience compare to the old one?
The updated TrueTour is built for today's on-the-go sales environment. Hospitality sales teams often share content on mobile devices, so the refreshed experience follows mobile-first design to ensure smooth navigation and effortless sharing. Whether your team is presenting to prospects on-site, sending quick follow-ups by text, or sharing content during virtual meetings, the mobile-optimized design provides a polished, professional experience that makes showcasing your property easier and more engaging.
Customization and Branding
Will my custom branding and settings carry over?
Your logo and property name will carry over to the updated TrueTour experience and remain visible across every screen for a consistent, polished presentation. Custom menu colors and fonts from the previous version aren't yet supported but will return with our upcoming accessibility-aligned enhancement. If you'd like help reviewing your presentation, contact your Customer Success Manager or submit a request through our Support Request Form.
Does the new platform meet accessibility and compliance requirements?
The updated TrueTour experience delivers a substantial advancement in accessibility, aligning far more closely with WCAG 2.1 AA standards. This update enhances usability, inclusivity, and consistency across all devices for a seamless customer experience.
Preparation and Action Items
Do I need to do anything to prepare for the update?
No action is required to begin using the updated TrueTour experience. It's already active and works with your existing links. If your property uses strict network or firewall settings, please make sure Visiting Media domains are allowlisted to prevent any access issues. You can follow our allowlisting instructions or contact support@visitingmedia.com for assistance.
Troubleshooting Common Issues
What if the new TrueTour won't load or display correctly?
If TrueTour isn't loading or displaying correctly after the update, your organization's network security settings may need adjustment. Share this support article with your IT department. They can quickly configure the necessary settings. If you need help, contact our support team through the Support Request Form.
What if I still see my old TrueTour?
First, refresh your cache! If you still see it, let us know and we'll connect you with our support team to get it resolved.
The virtual tour on my website changed or broke after the update. Can you help?
Absolutely. While the update shouldn't affect your website integrations, we understand something may have changed. Submit a support ticket through our Support Request Form with details about the issue, such as whether the tour isn't loading, is showing the wrong content, or behaving unexpectedly. Include your website URL and property name. Our team will prioritize investigating and resolving the issue quickly to get your virtual tour displaying correctly again.
I notice some errors, how do I make edits?
If you spot errors in your virtual tour such as incorrect property details, outdated assets, or technical display issues, reach out to your Customer Success Manager or submit a request through our Support Request Form. Provide details about what needs correction, and our team will prioritize getting your content updated to accurately showcase your property.
Making the Most of the Update
What new features are coming in the future?
We're continuously improving TrueTour based on customer feedback and industry needs. Upcoming enhancements will focus on making it easier to share and manage your immersive content. We'll announce new features as they become available, with clear guidance on how to use them to enhance your sales and marketing efforts.
Can I revert back to the old TrueTour if I don't like the new experience?
Once your property is updated to the refreshed TrueTour experience, the previous version will no longer be available. This enhancement was designed using customer feedback and hospitality best practices to provide a cleaner, more intuitive experience for your team and your customers. If you have feedback or concerns about any features after your update, please contact your Customer Success Manager or submit a Support Request Form, and we'll be glad to help.
Getting Support
What if I encounter an issue after the update?
If you encounter any issues after the update, please contact our Support team and they'll assist you promptly. You can also reach out to your dedicated Customer Success Manager for additional help. Our team is ready to address any questions or technical concerns related to the new experience and is committed to ensuring a smooth transition for your property.
Who do I contact if I have questions during the transition?
If you have questions about the updated TrueTour experience, contact your dedicated Customer Success Manager or reach out to our Support team. Our team is here to help with anything you need, from understanding the enhanced features to reviewing functionality or supporting your team's transition.
Need additional help? Submit a support ticket through our Support Request Form and our team will assist you promptly.