Independent hotels
A front desk that answers every channel — without another person on shift.
Guest messages on WhatsApp, email, website chat and the phone, answered with the reservation in front of Ersona and within the rules you wrote. Paid extras sold and paid. Housekeeping and maintenance work created. Your PMS untouched.
What this usually looks like
- Two or three people at reception carry every WhatsApp, email and call — evenings and weekends included
- Late-checkout, early-check-in and parking questions are answered by hand and rarely sold
- Requests reach housekeeping through notes, calls and memory
- Every new tool means another login and another migration
What Ersona takes on
Guest messaging and the AI front desk
One place for WhatsApp, email, website chat and — on Hostaway and Guesty — the OTA threads relayed by your PMS. Answers in the guest’s language, from your instructions.
The phone, answered
Inbound calls handled with the reservation in view; routing and hand-over follow the same rules as chat.
Paid extras, sold in the conversation
Late checkout, early check-in, parking, breakfast, transfers — offered at the right moment, paid on a hosted checkout, approval per product if you want it.
Requests become work
A towel request becomes a task, assigned and confirmed back to the guest. Refunds and complaints stop and go to a person.
Pre-arrival check-in and the guest link
Guests receive a link — no app to install — to send arrival time, ID and signature before they arrive, and to buy from your store during the stay.
On the systems you run
- Optima by Priority
Reservation and guest events pushed into Ersona; conversations run on Ersona’s own channels.
- Cloudbeds
Reservations, room types and rooms read from Cloudbeds; conversations on Ersona’s own channels.
- MiniHotel
Room, rate and reservation context for every conversation; listed in the MiniHotel marketplace.
- WebHotelier and your booking engine
Booking questions are pointed at your own engine, not an OTA.
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
Also running on Ersona: Boutique hotel — named engagements, held under confidentiality.
Worth knowing before the call
- On Optima, Cloudbeds and MiniHotel, guest messaging runs on Ersona’s own channels (WhatsApp, email, website chat) — the PMS inbox itself is connected on Hostaway and Guesty.
- Ersona does not replace your PMS, booking engine, locks or payment provider. Card details are entered on the payment provider’s hosted page, not in Ersona.
- Our named hotel references are still few; ask on the walkthrough and we will connect you where a customer agrees.
Questions
- How much of the front desk’s work does this take?
- Routine questions and requests end to end — answers, paid extras, tasks, confirmations. Complaints, refunds and anything you mark sensitive stop with a “Needs Human” hand-over. One short-term-rental operator reports ~90% of guest chats resolved without a person; a hotel’s share depends on its channels and rules.
- Do I need IT?
- No. Connections are set up with us on a short call; instructions are written in plain language, per property and per channel.
- What will it cost a hotel my size?
- A monthly subscription per property, sized by rooms and by what you switch on; the proposal after the walkthrough sets the exact figure.
See Ersona on my hotel.
A short walkthrough on your own PMS, channels and rules — nothing to install, no commitment. Bring your questions; we bring your systems.