Hotel groups
One layer across the portfolio. Rules per property.
Every property keeps its PMS, its channels and its own instructions; the group gets one way of working, one record of what was done, and a manager who can ask what needs attention across all of it.
What this usually looks like
- Each property answers guests differently, on different tools, with different quality at night
- Group standards live in documents; what happens at the desk depends on who is on shift
- No single view of what guests are asking, what was sold and what is still open across properties
- New tools take a programme to roll out
What Ersona takes on
Instructions per property, per channel
The group writes the standard; each property adds its own prices, boundaries and routing. WhatsApp can follow different rules from the phone.
One record across properties
Every message, order and task shows who acted, what was decided and when — with a person able to take control at any property.
Ask Ersona across the portfolio
“What needs attention today?” — response times, open requests, revenue from extras and completed work, then the action that follows.
Roles and access
Company-scoped accounts; administrators create users, assign roles and groups; guests never log in.
Voice with the same rules
A reservation line for the group can route by property and hand over on the same instructions as chat.
On the systems you run
- Optima by Priority
Common in Israeli chains and independents; reservation events pushed per property.
- Hostaway and Guesty
For groups running rentals alongside hotels: PMS inbox connected, OTA threads relayed, booking enquiries created.
- Cloudbeds and MiniHotel
Reservation and room context; conversations on Ersona’s channels.
What Ersona can read and act on differs per system. What each connection can do
Operators like you on Ersona
4-hotel group · Tel Aviv · 4 hotels · 187 rooms · central Tel Aviv
Reservations, guest service and team operations across four hotels.
- The reservation centre runs through Ersona
- Guest service runs through Ersona
- Staff task management runs through Ersona
Customer-reportedActive Ersona customer · Read more
MallaClub · 49 properties and 2 hotels · Lefkada, Greece
One guest-service operation across an island.
- 49 properties and 2 hotels across Lefkada — mountain villages and separate beaches — served as one operation
- More than 4,000 guests handled through Ersona
- The portfolio keeps growing without adding people to handle guests
Customer-reportedActive Ersona customer · Read more
Worth knowing before the call
- Ersona is not certified to SOC 2 or ISO 27001 today; how and where it runs, and who can access what, is described on the trust page and answered on questionnaires.
- Property-by-property rollout is how groups go live: connect one PMS, write one property’s instructions, extend.
- Reporting is Ersona’s own view of conversations, orders and tasks — not a replacement for your PMS or RMS reporting.
Questions
- Can head office set rules that properties can’t override?
- Instructions are written per property and per channel; the group standard is the starting point each property inherits and extends. Ask on the walkthrough how you want the boundary drawn.
- How is a multi-property rollout run?
- One property first — PMS connected, instructions written with you, channels switched on — then the next, on the same account with company-scoped access.
- How is a group priced?
- By volume across properties (rooms and what each property switches on), in a written proposal after the walkthrough.
See Ersona across my properties.
A short walkthrough on your own PMS, channels and rules — nothing to install, no commitment. Bring your questions; we bring your systems.