hotels

Hotel customer service outsourcing for reservations and guest requests

AI agents and hospitality-trained human specialists handle reservations, concierge requests, and service recovery in 65+ languages — so no guest is left waiting.

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Elegant hotel reception area with illuminated signage and decor.

how it plays out

Real contacts, minute by minute.

Phone English

"I need a late checkout, my flight got pushed back"

Guest requesting schedule accommodation

AI verifies guest reservation and checkout policy
Checks housekeeping schedule and room availability for extension
Grants late checkout and updates the folio accordingly
Sends confirmation with revised checkout time to guest phone

Handled without escalation Guest satisfied

WhatsApp Japanese

"Can you book a restaurant for our anniversary tonight?"

Concierge dining request from international guest

AI identifies top-rated restaurants near the property with availability
Confirms dietary preferences and party size with guest
Books reservation and arranges complimentary dessert through partner restaurant
Sends confirmation with directions and dress code in Japanese

Reservation confirmed Concierge fulfilled

Live Chat French

"The air conditioning in my room is not working"

In-stay maintenance complaint

AI logs maintenance ticket and alerts engineering team immediately
Offers guest a temporary room move or portable unit while repair happens
Applies goodwill credit to the guest folio for inconvenience
Follows up after repair to confirm the issue is fully resolved

Service recovery completed Negative review prevented

Email German

"I was charged twice for my stay"

Billing dispute requiring investigation

AI pulls transaction records and compares against reservation details
Identifies duplicate authorization hold from check-in process
Initiates reversal of duplicate charge with payment processor
Sends itemized folio and reversal confirmation to guest email

Billing corrected Trust restored

the team behind it

Faces, not a queue.

real members of the global team

Hospitality-Trained Specialists

Concierge services including dining, transportation, and local experience booking
Service recovery protocols for guest complaints, billing disputes, and room issues
Loyalty program management and personalized guest preference coordination

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep each request connected to the right property

A late checkout request needs a reservation reference, the property’s policy and an answer from the team controlling room availability. A maintenance complaint needs a different owner. Agree those handoffs before opening a shared guest-support queue.

For a hotel program, configure HeroDash custom fields for property, reservation reference, stay dates and request type. Use ticket triggers to assign maintenance, billing and reservation requests to the agreed teams, with the actions recorded in the ticket timeline. Access to your property management system and booking engine is scoped separately during implementation.

Train agents with your rate plans, cancellation terms and service-recovery limits. Test an after-hours room problem and a booking made through an online travel agency before launch. The handoff should show who can authorize a room move or credit, what the guest has already been told and when the next update is due.

what comes off the call

The guest request record

Keep these details with the case when it moves between the support desk and the property.

Property, reservation reference and stay dates
Booking channel and the team that owns the reservation
Guest request and any relevant rate-plan or policy condition

Action requested from housekeeping, maintenance or the duty manager
Approval received for a room move, late checkout or credit
Guest update already sent, callback preference and next owner

For the wider booking journey, see our travel agency support.

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Can the support team change bookings or issue credits?

Define the permitted actions by property, rate plan and booking channel. Agents follow those approved rules; exceptions go to the authorized hotel team. A reservation request is only marked confirmed after the booking system or responsible team confirms it.

How would you handle a maintenance complaint during a stay?

Capture the property, room reference, reported problem and safe callback details, then follow the property’s escalation procedure. Keep the maintenance handoff and guest updates in the same case. An urgent incident follows the hotel’s immediate-response procedure; it should not wait for a scheduled ticket reminder.

also worth reading

start

Walk through a reservation and an in-stay request

Bring your booking rules and duty-manager handoff. We will scope coverage and the actions your support team can authorize.

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