Question 1

What tasks can Reception Remote concretely take on?

Accepted Answer

We take on calls, booking advice, OTA messages (Booking, Expedia, Airbnb etc.), replying to emails, invoicing, pre-check-in information, guest requests (e.g. flowers, cot), remote smart-lock openings and night-audit tasks.

Question 2

Can you also map special requests or specific house rules?

Accepted Answer

Yes. During onboarding we create a detailed operating manual of your house. We capture parking rules, breakfast times, restaurant recommendations, cancellation terms and individual peculiarities.

Question 3

Are calls answered in our operation's name?

Accepted Answer

Of course! When a guest calls, we answer exactly as you wish, e.g. 'Hotel Alpenblick, good day, my name is Laura, how can I help you?'. The guest notices no difference.

Question 4

Does Reception Remote work with our existing PMS?

Accepted Answer

Yes! We have solutions for every common PMS: Fidelio, Mews, Protel, Apaleo, Cloudbeds, StayNTouch, RoomRaccoon, Easybooking, Little Hotelier, Guesty, Smoobu and many more.

Question 5

Do we have to buy or install new software?

Accepted Answer

No. We access your existing system securely via web login, secured VPN or a user account.

Question 6

Which smart-lock systems do you support?

Accepted Answer

We work with Nuki, Salto KS, Assa Abloy / Vingcard, Dormakaba, Igloohome, Tedee and common code locks. On problems we can open remotely or issue emergency PINs.

Question 7

In which languages do you support our guests?

Accepted Answer

Our core team covers German (incl. Swiss German), English, French and Italian at native or fluent level. Other languages like Spanish or Portuguese are available on request.

Question 8

Can we book you only for off-peak hours or the night?

Accepted Answer

Yes. We offer flexible models: full 24/7 cover, off-peak hours only (e.g. 18:00–08:00) or temporary deployments during holiday periods or sickness absences.

Question 9

Are we contractually bound long-term?

Accepted Answer

No, we forgo multi-year stranglehold contracts. You can collaborate flexibly on a monthly basis or make seasonal adjustments.

Question 10

How are the costs composed?

Accepted Answer

We work with fixed flat rates geared to the number of rooms and the desired coverage period. That gives you 100% budget control with no variable surprises.

Question 11

How quickly can we start?

Accepted Answer

As a rule, we're operational within 14 days. In acute emergencies we often also find a faster transitional solution.

Frequently asked questions &
honest answers.

1 · Price and cost

2 · Quality and guest experience

3 · Trust, control and brand presence

4 · Technology, PMS and integration

5 · Data protection, law and liability

6 · Emergencies, self-check-in and night operations

7 · AI and human

8 · Setup, contract and cancellation

9 · Apartments, Airbnb, camping, investors and succession

10 · Alternatives and competition

11 · Sensitive questions about the company itself

Your question wasn't there?

Frequently asked questions & honest answers.

1 · Price and cost

What does it cost?

That's too expensive for me.

Where's the catch? That sounds too cheap.

What hidden costs should I expect?

We're quiet. Is it even worth it?

What does the setup cost?

Are there discounts or promotions?

How do you bill: per room, per call, per hour?

Does it really save me money or am I just shifting costs?

2 · Quality and guest experience

My guests expect a personal house. A remote reception can't do that.

How do I know your staff really understand hospitality?

How do you ensure the answers are correct?

How quickly do you answer calls and emails?

What if a receptionist makes a mistake?

Do you have references?

My guests are demanding (luxury, wellness, regulars).

How do you deal with difficult or aggressive guests?

Do your staff understand guests from my market (dialect, language)?

3 · Trust, control and brand presence

I'm handing off guest communication. Do I lose control?

Do you appear as Reception Remote to my guests?

How do I learn what happened?

Who's my contact person if something isn't working?

Do I have to inform my staff? Will they feel threatened?

What if I'm unhappy with the quality?

Can I still go to the reception myself or view the systems?

Can your staff make decisions about money (refunds, goodwill)?

4 · Technology, PMS and integration

Which PMS and channel managers do you work with?

What do you need from me technically?

I want to keep my phone number. Is that possible?

On a call, does my number or yours show?

Do I have to buy or install new software?

Can you enter and modify my bookings in the PMS?

Do you also work with Booking.com, Airbnb and Co.?

What happens if your technology goes down?

How does the knowledge transfer work so your people know my house?

5 · Data protection, law and liability

Is it GDPR-compliant (GDPR, rev. Swiss DPA)?

Where are the guest data stored?

What about credit-card data and payments?

Are door codes and access data stored?

Is it permissible for you to call from my hotel's number?

Who's liable if something goes wrong?

Which law applies, and where would the court venue be?

What about data processing and subprocessors?

How do you report data breaches?

Are conversations recorded?

6 · Emergencies, self-check-in and night operations

What happens at 3 a.m. if something serious happens?

What if no one from my team is reachable?

Who's responsible if a guest is injured or damage occurs?

We have self-check-in. Guests lose codes or can't get in. Can you help?

What about late-evening arrivals?

How does your team know when to call me and when not?

Do you also offer night audit?

How do you cover peak times (arrival days, holidays, season start)?

What if many calls come in at once?

7 · AI and human

Are you replacing me with AI? Then I don't need you.

I don't want a robot on the phone.

What does the AI do specifically?

What happens to my guest data when AI is involved?

Can the AI give wrong information?

Why should I book you if I can set up a chatbot myself?

Will quality get worse if you use more AI?

8 · Setup, contract and cancellation

How long until you're ready to go?

How much effort do I have during setup?

Is there a test phase before it really starts?

How long does the contract run? Do I have to commit?

What happens if I cancel? Do I get my data back?

Can I start small, e.g. only nights or weekends?

Can I change coverage later, e.g. reduce it in the off-season?

How do the monthly reviews work?

What do you expect from me in ongoing operation?

9 · Apartments, Airbnb, camping, investors and succession

Frequently asked questions &
honest answers.