Service scope and terms of use
Understand which native and external PMS actions are automated and which remain with providers or hotel staff.
Content reviewed:
Service scope
Service scope depends on the hotel’s PMS, telephony and enabled connections. Native booking/payment workflows and external provider handoff are different operating modes. The assistant does not request card details.
Service and account setup
HotelVoice supports inbound calls, hotel-specific answers, request capture, staff transfer and an operations workspace. Telephony, assistant accounts, transfer destinations and hotel policies require setup. Support for round-the-clock workflows is not a guarantee of uninterrupted service, answering every call or a particular sales outcome.
Booking with HotelVoice PMS
With the native PMS, verified availability and guest confirmation can create a 15-minute hold. Confirmation depends on payment or an authorized staff action. Web bookings use the total amount; a standard 30% deposit or 30-minute hold package is not offered. Cancellation conditions are set by the hotel.
ElektraWeb, HotelRunner and other PMSs
External mode can offer the hotel’s official booking page. Live rate queries additionally require an authorized adapter and provider access. Listing a provider does not imply certified partnership, a ready-made native API or automatic write support for every hotel. External bookings, payments, changes, cancellations and refunds are completed with the provider or hotel staff.
Payments, notifications and fiscal documents
Native payment links require a configured iyzico or PayTR account. SMS, WhatsApp or email needs a separate notification service; queue acceptance is not proof of delivery. A refund request is not an automatic refund. Reservation PDFs are non-fiscal; e-invoices or e-archive documents require an authorized integrator and a separately enabled workflow.
Hotel responsibilities
The hotel maintains rates, inventory, booking and cancellation rules and sets staff permissions, recording preferences, notices and transfer numbers. Account access should be individual. Staff review uncertain answers, exceptions and operations outside the system’s authority.
Fees, scope and service termination
Published plans provide starting information; fees, included minutes, overage, setup and provider costs are defined in the accepted offer and agreement. The revenue calculator is hypothetical. Payment, suspension, termination, data handover and retention terms belong in the signed agreement; this page does not create a guest accommodation contract.
Operational scope
Operating model
Auditable workflowClear scope means a faster pilot
During onboarding, the hotel clearly defines which actions run automatically and which cases transfer to the front desk.