Trust & data
Who is behind Ersona, where it runs, and who can see what.
The questions a buyer’s IT lead or data-protection officer asks before guest conversations go through a new system — answered from how the platform is actually built. Where we do not have a certification or a published figure, we say so.
Checked against our infrastructure code and service configuration, August 2026. For a questionnaire or a walkthrough with your IT lead, write to sales@ersona.co.
Company
- Legal entity
- Ersona Ltd., Tel Aviv, Israel.
- Where customers are
- Independent hotels, hotel groups and rental operators in Israel, Greece and Italy — see the customer stories.
- Contact
- Sales: sales@ersona.co · Support: support@ersona.co · Sun–Fri, 8am–5pm (Israel time).
- Origin
- Built by a team that ran its own short-term rentals before building the product; the first customers are operators like them.
Where Ersona runs
- Hosting
- Amazon Web Services, EU region (Stockholm, eu-north-1), on a managed Kubernetes cluster operated by Ersona.
- Secrets and keys
- Service credentials and integration keys are held in HashiCorp Vault, not in code or configuration files.
- In transit
- All guest, staff and system traffic is served over TLS (HTTPS).
- Monitoring
- Central logging and metrics (Loki, Prometheus, Grafana) on the production cluster.
- Certifications
- Ersona does not hold SOC 2 or ISO 27001 certification today. We answer security questionnaires and walk through the setup with your IT lead on request.
Access and roles
- Staff sign-in
- Auth0 identity for the team; accounts are scoped to your company.
- Roles
- Administrators create users, assign roles and groups; access is per company and per role.
- Guests
- Guests never create accounts. Pre-arrival check-in and the store open from a link tied to the reservation.
- Take control
- Any conversation can be taken over by a person with one click; who acted, what was decided and when stays on the record.
Data
- What Ersona holds
- Guest conversations on your channels, the reservation context it reads from your PMS, tasks, orders and the record of what was done — all scoped to your company.
- What stays in your systems
- Reservations, rates, availability, folios and guest records stay in your PMS and booking engine. Ersona reads what it needs and, on Hostaway and Guesty, writes replies into the inbox and opens booking enquiries; it does not change reservations, rates or calendars.
- Card data
- Paid extras are settled on the payment provider’s hosted page inside the guest link; card details are entered there, not in Ersona.
- Data-processing terms
- Ask us for our contract and data-processing terms on the walkthrough.
Messaging and voice
- Through the WhatsApp Business Platform — Ersona is a Meta Business Messaging Tech Provider. Your number and your Meta business account remain yours; templates go through Meta’s approval.
- Other channels
- Email, website chat, Instagram, Messenger and Telegram directly; Airbnb and Booking.com threads through your Hostaway or Guesty inbox.
- Voice
- Inbound and outbound calls handled with the reservation in view, routed and handed over on the same rules as chat.
How the AI is kept inside your rules
- Instructions
- You write what Ersona may do, per property and per channel, in plain language; a paid extra, a boundary, an approval, a hand-over.
- Approvals
- Any product can require your team’s approval before a guest is charged.
- Needs Human
- Refunds, complaints and anything outside your instructions stop with a hand-over that states the reason, what was already done and who it went to.
- Record
- Every message, order and task is logged with who acted and when.
The website itself: this marketing site uses Google Analytics and Hotjar to measure usage, and Resend to deliver the two forms to our sales inbox; see the privacy policy.
Walk through the setup with your IT lead.
Bring your questions and your questionnaire — we show how Ersona connects to your systems and where every piece of data lives.