The updated TrueTour experience introduces a refreshed, mobile-optimized interface designed to make your immersive content shine. This FAQ answers your key questions about the transition, enhanced features, and what to expect.
Understanding the Update
What is the updated TrueTour experience?
The updated TrueTour features a refreshed, mobile-optimized design that enables your assets to stand out beautifully. It offers a responsive layout, simplified navigation, and a consistent experience across all devices.
Guests and planners can explore your property seamlessly through organized collections, intuitive menus, and a cohesive branded look.
This refresh enhances immersion and strengthens your brand by helping guests and planners find key information quickly and effortlessly.
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, enabling your transition to be seamless. In some cases, we may need you to update your allowlisting settings. This step ensures everything functions as expected once the refreshed experience goes live.
What are the main differences I'll notice?
You’ll see a cleaner design and simplified navigation that make exploring and sharing your assets effortless on any device.
The updated TrueTour experience is mobile-optimized, polished, and intuitive, providing your customers with a seamless way to discover your spaces.
Your existing assets, links, and processes continue to work as they do today.
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. Anything you’ve already shared will still direct customers to the correct destination.
Your marketing materials, email signatures, and embedded links will continue to work as before. Once your update is complete, we suggest you review how the refreshed design appears in your materials.
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 automatically, so your assets remain available to customers throughout the process. Your sales team can continue sharing links, and your customers can explore your spaces without interruption.
Impact on Your Team
How does this affect my sales team?
Your sales team can continue using TrueTour exactly as they do today. The update introduces a refined, mobile-optimized experience that enhances how your property is presented.
All future updates and new content are published through the refreshed TrueTour experience, ensuring a consistent experience across every device.
What’s new in the mobile experience?
The updated TrueTour experience is mobile-optimized, designed for today’s on-the-go sales environment. Because hospitality sales teams often share content from mobile devices, the refreshed design ensures effortless viewing and sharing. Whether your team is presenting to customers on-site, following up by text, or connecting virtually, the mobile-optimized experience provides a polished, professional way to showcase your property.
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 experience.
Note: Custom menu colors and fonts from the previous version are temporarily unavailable but will return with an accessibility-aligned enhancement in a future update.
If you'd like help reviewing your TrueTour, contact your Customer Success Manager or submit a Support Request Form.
Is the updated TrueTour accessibility-aligned?
Yes. The updated TrueTour experience aligns more closely with WCAG 2.1 AA standards, improving usability, inclusivity, and consistency across all devices.
Preparation and Action Items
Do I need to take any action before the update?
The updated TrueTour is live and ready to use with your existing links. You can continue sharing and viewing content just as before.
If your property uses strict network or firewall settings, make sure Visiting Media domains are allowlisted to maintain uninterrupted access. Follow our allowlisting instructions or contact support@visitingmedia.com for assistance.
Troubleshooting Common Issues
What if the refreshed 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 the person or team managing your network security so they can configure the necessary settings.
If you need additional help, contact our support team through the Support Request Form.
What if I still see my old TrueTour?
Try refreshing your browser cache. If you still see the previous version, contact our Support team through the Support Request Form, and we’ll assist you in resolving the issue.
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 is 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 see errors in your TrueTour, 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 features are coming in the future?
We're continuously enhancing TrueTour based on customer feedback and industry needs. Upcoming updates will focus on making it easier to share and manage your immersive content. New features will be announced as they become available, along with guidance on how to use them effectively.
Can I revert to the previous TrueTour if I don't like the updated 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 experience any issues after the update, contact our Support team or your Customer Success Manager. We are ready to assist with any questions or technical concerns and ensure 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.