PMS-neutral AI for hospitality
Upgrade your hotel.Not your entire stack.
An AI layer across the PMS, channels and tools your hotel already runs — it knows the guest, follows your rules and finishes the work. Nothing migrated.
- Keep your PMS
- Human-controlled
- Fast to deploy
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.
WhatsApp through the WhatsApp Business Platform — Ersona is a Meta Business Messaging Tech Provider.
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 · Hostaway7 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.
None of it is replaced. Ersona connects to what you run and adds the layer between — it understands, decides by your rules and carries out the work. We don’t compete for the system of record. We make it more valuable.
Works with Hostaway, Guesty, Optima, Cloudbeds and MiniHotel, your booking engine — WebHotelier included — and more via API. What each connection can do
The reply wasn’t the work. This was.
The same message — watched from the moment it arrived to the moment it closed. A chatbot would have stopped at the reply.
As it happened
- 13:58
Maya R.
Hi! Could we check out at 3pm tomorrow instead of 11?
HostawayRoom 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
- Hostawayreservation · 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.
HostawayRoom 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 it
The 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. Your managers can also ask directly what needs attention. Ask Ersona
- 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 · Guesty
- Reservation identifiedRoom 7 · arrives Sat 15:00Guesty09:12
- 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. · GuestyWe’d like to add airport pickup for 4 people on Saturday — is that possible?Awaiting approval
10:00WhatsAppLena P. · HostawayPre-arrival: check-in link, door code, directions — then “Could we have a baby cot?”Resolved
13:58WhatsAppMaya R. · HostawayHi! Could we check out at 3pm tomorrow instead of 11?Resolved
16:05WhatsAppJonas W. · HostawayCould we get two extra towels and a crib for the little one?Resolved
18:40Website chatSofia M. · Hotel Lindenhof¿Tienen parking? Llegamos en coche el jueves.Resolved
20:12PhoneCaller · +49 … · OptimaHi — we land late on Thursday. Can we still check in after midnight, and is parking available?Resolved
21:14Website chatVisitor · Hotel LindenhofDo you have a double room 12–15 July? Is breakfast included?Potential lead
Sell · Serve · Operate · Understand · Connect — five jobs, one layer. All capabilities
What changes
What it adds up to.
Four kinds of value, kept honest: what was actually earned in the day you just watched, what is an opportunity or a model, what customers report, and what got done.
- Illustrative demo the demo hotel’s day
- Modelled scenario your numbers, on the calculator
- Customer-reported EZ Group, first six months on Ersona
Earned
- 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
Opportunity
- Booking enquiry sent to your booking engine · 21:141 leadIllustrative demo
- Airport transfer held for your approval · 09:121 waitingIllustrative demo
- Commission you would keep if part of your demand booked directyour numbersModelled scenario
Returned
- Time returned to the team · EZ Group · 200+ units51 h / monthCustomer-reported
- Guest chats resolved without a person · EZ Group~90%Customer-reported
Completed
- Conversations handled end to end in the day7 of 9Illustrative demo
- Tasks opened for the team · done and confirmed to the guest5 · 1Illustrative demo
- Copied between systems by a person0Illustrative demo
- 01
More margin.
Every “could we…?” is answered — and where your catalogue allows, sold: late checkout, early check-in, transfers, partner services, paid through your checkout. Booking questions go to your booking engine, not to an OTA.
- 02
Less work.
Routine requests become decisions, decisions become completed work — no one copies between systems. Your team gets the exceptions, with the thread attached.
- 03
More freedom.
Your PMS stays. Your booking engine stays. Add a channel or a capability when it’s useful, and change a system underneath without losing your instructions.
Ersona should pay for itself.
Not as a slogan — as arithmetic you can check. Three calculators with your numbers, editable assumptions and visible formulas: what you could earn from extras sold to guests you already have, the OTA commission you would keep if part of your demand booked direct, and the team time returned when conversations are handled end to end. None is a guarantee. 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 and 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.
Three 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.
- Does it replace my PMS?
- No. Your PMS keeps doing its job. Ersona connects to it for reservations, listings and guests, and carries out the work you approve around it. Nothing is migrated; you keep the booking engine and tools you already use.
- What if it gets something wrong?
- Every conversation shows whether Ersona or a person owns it. Your team can take control with one click, anything sensitive can wait for approval before a guest is charged, and requests Ersona shouldn’t decide are flagged as “Needs Human” with the full history attached.
Have a different one? — the same assistant your guests would talk to.
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.