Trust & data
Guest data protected. Your hotel in control.
Ersona keeps access scoped to your company, keeps card details with your payment provider, and lets your hotel decide what the AI may do, what needs approval and when a person takes over - with your core records staying in the systems that already hold them.
- EU-hosted
- Encrypted in transit
- Company-scoped access
- Secure payment handling
- Rules and approvals
- Human takeover
- Action history
- EU-hosted
- Encrypted in transit
- Company-scoped access
- Secure payment handling
- Rules and approvals
- Human takeover
- Action history
Why hotels put guest operations through Ersona
- The short answer
- Ersona works inside instructions you wrote, in the systems you already run. Your PMS and booking engine remain the record, every message, order and task is logged, and a person can take over any conversation with one click.
- Who is behind it
- Ersona Ltd., Tel Aviv, Israel - built by a team that ran its own short-term rentals before building the product; the first customers are operators like them.
- 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).
Where Ersona runs
- Hosting
- In the European Union, on infrastructure operated by Ersona.
- Secrets and keys
- Service credentials and integration keys are held in a dedicated, access-controlled credential store - never in code or configuration files.
- In transit
- All guest, staff and system traffic is encrypted in transit (HTTPS).
- Monitoring
- Production systems are centrally monitored and logged, so issues are seen and handled by the team operating the platform.
What enters Ersona - and what stays in your systems
- 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.
- Through the WhatsApp Business Platform. 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.
Access is scoped to your company
- Staff sign-in
- Your team signs in through a managed identity service; every account is 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.
The AI works 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.
- 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.
- Record
- Every message, order and task is logged with who acted and when.
Payments stay with your provider
- 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.
- Your provider
- The payment provider you already use stays in place - Ersona sells your extras through it, it does not replace it.
Built for your security review
- What we share here
- This page explains the controls every buyer asks about. Detailed architecture, data flows, subprocessors and completed questionnaires are shared during a security review.
- Security questionnaires
- Send yours - we answer security questionnaires and walk through the setup with your IT lead on request.
- Contract and data terms
- Our contract and data-processing terms are available on the walkthrough.
- Questions your IT team can bring
- Where each piece of data lives, who can access it, where the AI stops, and how takeover and the action record work - each is answered above and shown live on the walkthrough.
- Start the conversation
- Request security information - or write directly to sales@ersona.co.
The website itself: this marketing site uses Google Analytics and Hotjar to measure usage - only after you allow analytics cookies - and Resend to deliver the two forms to our sales inbox; see the privacy policy.
Last reviewed August 2026.
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.