AI for hotel guest communication and operations
Upgrade your hotel.Not your entire stack.
Ersona answers your guests, follows the rules you wrote and finishes the work — the paid extra, the task, the record — across the PMS, channels and phone your property already runs. Nothing migrated.
Built for independent hotels, hotel groups and professional rental operators.
- Your PMS stays
- You write the rules
- A person can take over any time
Maya R. · WhatsApp · 13:58
Hi! Could we check out at 3pm tomorrow instead of 11?
Ersona · 13:58
Of course, Maya. Late checkout until 15:00 is available for Room 12 as a paid extra. Here’s a secure link to add it — I’ll confirm as soon as it’s through.
Works with the hotel systems you already use
Keep your PMS. Add Ersona.
Connect Ersona to the systems your property already runs — PMS, booking engine, guest channels and operational tools. It brings them together so your team can automate guest communication, workflows, upsells and operations without replacing what is already at the heart of your property.
Plus your booking engine, WhatsApp Business (Ersona is a Meta Business Messaging Tech Provider), email, website chat, Instagram, Messenger, Telegram and the phone. Don’t see your system? Tell us what you use
Running on Ersona
EZ Group: 200+ units on Hostaway, first six months on Ersona.
Customer-reportedFive virtual assistants retired. Read the story
- average reply time
- 26 min → 12 s
- average reply time
- of guest chats resolved without a person
- ~90%
- of guest chats resolved without a person
- returned to the team, per month
- 51 h
- returned to the team, per month
The work behind one message
A simple question. Not a simple job.
To answer Maya, someone has to know who she is, what the hotel allows and at what price, take the payment, tell housekeeping, tell the next shift, tell her — and write it down. The information exists. It lives in six places.
Maya R. · 13:58Hi! Could we check out at 3pm tomorrow instead of 11?
Room 12 · departs Fri 11:00 · from your PMS7 steps · 1 layer · 0 handovers — your PMS stays
Illustrative demoBy hand: 1. find the reservation · 2. rule and price · 3. send it, wait · 4. move the clean · 5. tell the next shift · 6. reply to the guest · 7. record it.
Today
Your team shouldn’t be the integration layer.
The systems already hold the answers. A person still walks between them.
With Ersona
Keep what works. Upgrade what it can do.
Nothing is replaced. Ersona connects to what you run and adds the layer between — it understands, decides by your rules and carries out the work.
The guest got a reply. The hotel got the work done.
The same message, followed from the moment it arrived to the moment it closed — the reply is the part the guest sees.
As it happened
- 13:58
Maya R.
Hi! Could we check out at 3pm tomorrow instead of 11?
PMSRoom 12 · departs Fri 11:00 · 2 guests · night 2 of 3 · English
13:58- 13:58
Hotel rule appliedCasa Aurora · your instructions
Late checkout is a paid extra until 15:00
Decision · Offer it to Maya for Room 12 · €35 · pay by link
- 13:58
Ersona · WhatsApp
Of course, Maya. Late checkout until 15:00 is available for Room 12 as a paid extra. Here’s a secure link to add it — I’ll confirm as soon as it’s through.
- 14:01
Maya R.
Done, paid 👍
- Paid€35· Checkout14:01
TasksHousekeeping task createdRoom 12 · clean after 15:00 · assigned
14:01NotificationsTeam notifiedOrder confirmed · front desk + housekeeping
14:01- 14:01
Ersona
Confirmed — late checkout until 15:00 is booked and paid. Housekeeping has the task and the front desk knows. Enjoy the extra morning.
Conversation resolved · No handover needed
14:02
Your systems
- PMSreservation · guest
- Instructionsthe hotel’s rule
- WhatsAppoffer · confirmation
- Checkout€35 paid
- Taskshousekeeping task
- Notificationsfront desk + housekeeping
Your PMS stays the system of record.
Receipt
€35
collected through your checkout
- Late checkout · Room 12 · paid
- Housekeeping task created
- Team notified
- Guest confirmed
- Conversation resolved
- Systems
- 4
- Handovers
- 0
- Start to finish
- 4 min
Job done · 14:02Nothing left for a person.
Illustrative demo
Illustrative demoDemo property and data · your PMS stays the system of record.
See Ersona on my hotelYour rules
You write the rules. Ersona keeps to them.
Ersona doesn’t decide how your hotel operates. You write it down — in plain language, per property and per channel — and Ersona turns it into what it will and won’t do.
What you wrote
Late checkout until 15:00 is a paid extra — €35, guests can pay by link. Anything after 15:00: ask the front desk before promising.
Airport transfers always need our approval before the guest is charged.
Refunds and complaints: hand over to the duty manager — don’t decide.
The phone can follow different rules from WhatsApp; each property keeps its own.
What Ersona will do
Paid extraLate checkout · until 15:00
Lives in · Catalogue · a product guests can buy in the conversation
Price€35 · pay by link
Lives in · Catalogue · price · hosted checkout link
BoundaryAfter 15:00 → Needs Human · front desk
Lives in · Instructions · a hand-over topic, routed to the front desk
ApprovalTransfers · held until your team approves
Lives in · Catalogue · approval required on this product · nothing charged before
Hand overRefunds · complaints → duty manager
Lives in · Instructions · Needs Human · routed to the duty manager, thread attached
Open a chip to see where it lives in Ersona.
Where Ersona stops
AI where it should act. People where they should decide.
Three lines you draw: what Ersona handles on its own, what waits for your approval before a guest is charged, and what it never decides — a refund, a complaint, anything outside your instructions. Those go to a person, with the reason and the whole thread.
As it happened
- 07:52
Omar S.
The AC failed overnight and we barely slept — we’d like a refund for the night.
PMSRoom 3 · night 2 of 4 · AC failure · refund requested
07:52- 07:52
Hotel rule appliedCasa Aurora · your instructions
Refunds and complaints: hand over to the duty manager — don’t decide
Decision · Reply with care · get the AC fixed now · leave the refund to a person
TasksMaintenance task createdRoom 3 · AC · high · assigned
07:52- 07:52
Ersona · WhatsApp
I’m so sorry — that isn’t the night we want for you. I’ve asked maintenance to look at the AC right away, and the duty manager will be in touch this morning about your stay.
- Needs HumanErsona stops here.07:53
Refund decision · Waiting for a person · Duty manager
Handed to a person
- Reason
- Refund request — your instructions say: hand over, don’t decide
- Already done
- Maintenance task · Reply
- Routed to
- duty managerteam notification · full thread attached
- Handled by
- — waiting for a person · logged when taken
The refund is not decided by Ersona. The task, the reply and the record are already in place when the manager opens it.
Illustrative demoDemo property and data. Needs Human is a real event — reason, routing and who handled it stay on the record.
Try itThe controls are yours.
Take over any conversation with one click; approve a paid request before a guest is charged. Every message, order and task stays on the record — who acted, what was decided, when. How managers ask Ersona
Try the controls yourselfTake control · Approve
- Owner
- Ersona replies; you can step in at any time.
- Approvals
- Airport pickup · 4 guestsTransfers require approval · per product, per property
- Needs Human · routed to
- Refunds · complaintsDuty managerAnything outside your instructionsFront deskSet per property and per channel · the full thread travels with it.
Yonatan K. · Email · 09:12
We’d like to add airport pickup for 4 people on Saturday — is that possible?
Room 7 · arrives Sat · PMS
- Reservation identifiedRoom 7 · arrives Sat 15:00PMS09:12
- Request understoodAirport pickup · 4 guests · SaturdayErsona09:12
- Hotel rule appliedTransfers require team approvalCasa Aurora09:12
- Order preparedAirport pickup · 4 pax · pending approvalCheckout09:12
- Payment link sentAfter approvalEmail—
- Task assigned to conciergePickup · Sat 15:00Tasks—
That was one request.
Now the rest of the day — the phone, WhatsApp, email, your website; before arrival, during the stay, after hours; and your own team asking what needs attention.
08:40Ask ErsonaDaniel · Front desk · Casa AuroraWhat needs attention today?Done
09:12WhatsAppNoa D. · MiniHotelDo you have a sea-view room for Saturday night, and what does it cost?Resolved
09:12EmailYonatan K. · Casa AuroraWe’d like to add airport pickup for 4 people on Saturday — is that possible?Awaiting approval
10:00WhatsAppLena P. · Casa AuroraPre-arrival: check-in link, door code, directions — then “Could we have a baby cot?”Resolved
13:58WhatsAppMaya R. · Casa AuroraHi! Could we check out at 3pm tomorrow instead of 11?Resolved
Sell · Serve · Operate · Understand · Connect — five jobs, one layer. All capabilities
What you actually get
Two surfaces. One record.
Your team works in Ersona; your guests never see it — they see their own channels, a link, and a person when it matters. Everything both sides do lands on the same record.
- Inbox
- Every channel, the reservation beside the thread, and who owns each conversation — Ersona or a person. Take control in one click.
- Instructions
- What Ersona may do, in plain language, per property and per channel; the rule behind each decision is visible.
- Tasks
- Requests become tasks with an owner, priority and status; the guest hears when it is done.
- Store and orders
- Your catalogue and your partners’, priced by room type and stage of stay; approval per product.
- Ask Ersona
- What needs attention, response times, revenue from extras, open work — with the follow-up queued for approval.
- Their own channels
- WhatsApp, email, website chat, Instagram, Messenger, Telegram, the OTA thread — and the phone — in their language.
- The guest link
- No app to install: arrival time, ID and signature before arrival; requests and your store during the stay.
- A hosted checkout
- Extras are paid on the payment provider’s page; card details never enter Ersona.
- A person when it matters
- Refunds, complaints and anything outside your instructions reach a human with the whole thread.
The frames on this page are illustrative and run on a demo property; the walkthrough shows the real screens on your own reservations.See the real screens on my hotel
What changes
What it adds up to.
What one day added up to — and which numbers are the demo, which are a model you can run on your own figures, and which a real customer reported.
- Illustrative demo the demo hotel’s day
- Modelled scenario your numbers, on the calculator
- Customer-reported EZ Group, first six months on Ersona
EarnedIllustrative demo · Modelled scenario
- Late checkout · Room 12 · paid by link · 13:58€35Illustrative demo
- Extras and services sold from your own catalogue, at the right momentyour numbersModelled scenario
OpportunityIllustrative demo · Modelled scenario
- Booking enquiry sent to your booking engine · 21:141 leadIllustrative demo
- Commission you would keep if part of your demand booked directyour numbersModelled scenario
ReturnedCustomer-reported
- Time returned to the team · EZ Group · 200+ units51 h / monthCustomer-reported
- Guest chats resolved without a person · EZ Group~90%Customer-reported
Ersona should pay for itself.
Arithmetic you can check: three calculators — extras sold, commission kept, team time returned — with your numbers and visible formulas. Bring the result to the walkthrough and we price against it.
Out of the demo
That was a demo hotel. These aren’t.
- Portfolio
- 200+ units · short-term rentals
- Location
- Tel Aviv
- Connected
- Hostaway · WhatsApp · Tasks
- Period
- first six months on Ersona
Customer story · real operations
From 26 minutes to 12 seconds.
- average reply time
- 26 min → 12 s
- of chats resolved without a person
- ~90%
- saved per month
- 51 h
Customer-reportedEZ Group case study · first six months on Ersona. The five assistants were retired.
Guest messages across 200+ units were handled by five virtual assistants — about $5k a month — with an average reply time of 26 minutes. Guests waited; the team copied answers between tools.
EZ Group connected Hostaway for reservations and the guest inbox, WhatsApp for guest messaging, and tasks for the follow-up work. Ersona now answers with the reservation in front of it, creates the work that follows and hands over when a person should decide — with the team able to take control of any conversation.
“It is working excellent — above my expectation. The AI understands context and handles guest requests naturally.”
More operators on Ersona
All customer stories
LevicationGuestySixty apartments. Three people on the ground.
“The employees are in love with our system.”
Day-to-day guest operations run close to autonomously on Ersona.
HostawayOne guest-service operation across an island.
- properties · hotels
- 49 · 2
- guests handled
- 4,000+
Mountain villages and separate beaches across Lefkada, served as one guest operation.
Hotel group
Reservations, guest service and team operations across four hotels.
4 hotels · 187 rooms · central Tel Aviv
The reservation centre, guest service and staff tasks all run through Ersona.
Customer-reported, in our words.
The questions every operator asks
- Is this a chatbot?
- No. A chatbot answers. Ersona finishes the job — the paid extra, the task, the notification — and closes the conversation. The completed work is the outcome, not the reply.
- What if it gets something wrong?
- Every conversation shows who owns it — Ersona or a person — and your team can take control in one click. Anything sensitive can wait for approval before a guest is charged; what Ersona shouldn’t decide stops as “Needs Human”, with the full history attached.
- What does it cost?
- A monthly subscription per property, sized by rooms and by what you switch on; groups and portfolios by volume. The walkthrough ends with a written proposal. How pricing works
- Where does guest data live, and will guests know it’s AI?
- Ersona runs on AWS in the EU (Stockholm); conversations, reservation context and the record of what was done stay in your account, scoped to your company. Whether and how Ersona introduces itself is one of the rules you write. Trust & data
Want to hear how it talks to guests? — on the demo property. Questions about Ersona itself go to a person: write to us.
Now see it on your hotel.
You’ve watched one request at a demo property. The walkthrough runs it on your PMS, your rooms, your channels and your rules — a short call, nothing to install, no commitment.