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Frequent Asked Questions
What services does your 24/7 concierge and front desk provide?
We handle guest check-ins and check-outs, reservation management, customer inquiries, emergency response, call handling, appointment scheduling, and general administrative support.
How does your service work?
Our virtual concierge team operates remotely, answering and generating calls, and online inquiries 24/7. We act as an extension of your front desk, ensuring seamless guest and customer interactions.
Is your service available for both hotels and small businesses?
Yes! We cater to hotels, vacation rentals, hostels, and anything related to hospitality needing 24/7 customer support.
Do you offer multilingual support?
Yes, we provide multilingual support (English and Spanish) to accommodate guests and customers from different regions.
How do you ensure professionalism and quality service?
Our team is trained and certified in hospitality, customer service, credit card transactions, and industry best practices to deliver a professional and friendly experience.
Can you handle guest check-ins and check-outs?
Yes, we assist with check-in and check-out procedures, provide room details, and coordinate with on-site staff as needed.
How do you handle messages and outgoing calls?
We integrate into your PMO to gather guest reservation contact data and to connect to your messaging platform. Our agents constantly monitor messages to answer any queries your guest might have. Our AI creates a call list every day for arrivals and departures so our agents can contact them and provide customized welcomes or goodbyes.
Do you provide satisfaction surveys?
Yes. In our departures calls we can survey each departing guest and measure their satisfaction level. We encourage happy guest for post positive reviews in your public platforms. We try to convince unhappy guest not to post bad reviews and protect your reputation.
How quickly can we set up your service?
Our service starts with sending a comprehensive form where you can tell us the details of your property. We work with you to create customized responses and protocols that align with your brand voice. Once it's filled, we train our agents and set up the platform in 4-5 days. Custom QR codes acrylic or wooden displays may take up to 2-3 weeks to arrive.
Do you offer a free trial?
Yes, we offer a 30 day trial period, so you can experience our service before committing. After that, you can cancel at any time. No long contract required.
How does pricing work?
We use a transaction-based pricing model, where you pre-purchase minutes for hospitality agents. Minutes are deducted as used. We’ll notify you before you reach your limit, so you can purchase more minutes to continue uninterrupted service. We give you a free 30 day trial to understand the amount of calls and guest interactions your property will generate. We provide real-time updates so you always know how many minutes remain
How do you use AI?
AI assists our hospitality agents by handling routine inquiries, automating responses, transcribing calls, and directing requests to the right department for faster service. We also provide WhatsApp AI channel that can greet guests, answer FAQs, and handle basic requests like check-in times, reservations, and amenities. Complex inquiries are seamlessly transferred to human agents.
How do you calculate minutes used?
We use Minute Rounding after 10 seconds to calculate minutes. That means if a call duration is 1-minute, 15-second, the call would be counted as 2 minutes. This method is also applicable to messaging handling. Monthly minutes do not rollover to the next month. You'll be able to see your minutes consumption and get alerts of usage in your dashboard.