Sarah handles your guests. When something breaks on a Sunday, you write to us — and an engineer reads it, not an auto-reply.

Email, the widget, or the Slack channel we share with you — it lands in one thread, and whoever opens it already has your workspace in front of them.

Under an hour on EliteA person, not a ticket queueOne thread from first message to close

Who answers when Sarah cannot?

A named engineer, inside the window your plan buys. These are floors we hold to, not averages we publish afterwards.

Pro< 24hEmail and the help center
Elite< 1hEmail and live chat, business hours
Enterprise< 15mA shared Slack channel and a named engineer

Whichever one you use, it lands in the same thread.

Email[email protected]Answered inside your plan’s floorWrite to us
Live chatThe widget, bottom right of this pageMonday to Friday, 9:00–19:00 CET
Request accessA walkthrough on your own propertyWe reply within 24 hours

What you can write to us about

  • Channels & WhatsAppSetup, routing, templates, moving a number you already publish.
  • PMS & bookingsCloudbeds, Mews, two-way sync, availability drifting off your rack.
  • Concierge & languagesTone, Arabic dialects, and the point where Sarah hands over.
  • Security & dataExports, audit trail, GDPR requests, account isolation.
  • Team & permissionsRoles, invites, SSO, passkey onboarding for the front desk.
  • Analytics & billingRevenue reporting, invoices, moving between plans.

What happens after you hit send.

There is no tier one. The engineer who reads your message is the one who changes the code, and the thread stays open until the fix is running on your property.

  1. 01You send

    Email, chat, or your Slack channel

  2. 02We triage

    Read with your workspace already open

  3. 03We fix

    Engineer and concierge in the same thread

  4. 04We close out

    Root cause and changelog entry, always

What to ask before your first channel goes live.

How is WhatsApp set up for my property?

We set up a dedicated WhatsApp number for your property; Meta’s verification of a new number can add a few days, so we start it the day you sign. Our team handles the technical setup.

What languages does the concierge support?

Sarah replies in the language the guest writes in, including Arabic in its main dialects and Modern Standard Arabic, English, French, Spanish, German and Turkish. The guest portal, chat window and guest guide are in English, French and Arabic.

Can conversations be escalated to my team?

Yes. When a conversation needs a person, your team is notified with the full context — guest history, a summary, and the priority. Nothing is re-typed, and the guest is never asked to repeat themselves.

How is my data protected?

Every hotel account is walled off by row-level security that the database itself enforces; nothing reads across accounts. Daily encrypted backups, per-guest export and erasure, and an append-only audit trail of every change.

Which PMS systems do you integrate with?

Cloudbeds, Mews and Apaleo are live with two-way sync for availability, bookings, and guest data. Opera and Guesty are on the roadmap. Setup is handled by our team — no technical work needed on your end.

How quickly can my property go live?

Two days from channel access to your first answered guest. Our team handles setup, channel configuration, and training.

Watch it answer a real inquiry from your property.

Thirty minutes on a call, with your own channels and rates on the screen, and no contract at the end of it.

Contact Sales
PMS Live
3
Live channels
4
Days to go live
2