How Does the System Work?
Telephony, guest requests, PMS choice, notifications and staff handoff: each step follows configured permissions and verified results.
Call Handling
Each incoming call is answered by the voice assistant assigned to that hotel. The phone number is matched to the hotel account, keeping the conversation within the correct property's workflow.
Availability Check
The assistant collects dates, party size and room preferences. It queries current offers through the native PMS or an authorized external connection. With a booking-page link alone, it directs guests there without quoting a rate.
Reservation and Payment
Native PMS bookings start with a confirmed 15-minute hold and a payment link through the configured provider. A hold is not a confirmed reservation. External PMS mode does not hold rooms or collect payment; the guest completes the transaction on the provider’s page.
Changes, Cancellation and Transfer
Native cancellation requires identity verification and explicit confirmation. Date changes, external booking operations and refund decisions stay with authorized staff. Call transfers depend on the reachable destination numbers configured by the hotel.
Live Hotel Workspace
Teams using HotelVoice PMS manage native inventory, rates, guests, bookings, payments and operations. With an external PMS, native sales actions are disabled while call and request tracking continues.