Question 1

How do I contact the support team?

Accepted Answer

Write to us at help@hotelgest.com with a description of what you need. It is the central support channel: from there we handle questions, incidents and requests. If you are already a customer, please include the name of your property so we can find you faster.

Question 2

What are the support hours?

Accepted Answer

The support team works during Spanish business hours. You can write to help@hotelgest.com any time: requests are logged and handled by order and urgency. Plus, Hotelgest’s virtual agent is always available to resolve the most common questions.

Question 3

How long does it take to respond to an incident?

Accepted Answer

It depends on the urgency and complexity of each case. Common questions are resolved by the virtual agent on first contact, and the rest are prioritized by the team according to their impact on your operations. If something is blocking your day-to-day work, say so in your message and we will treat it as a priority.

Question 4

Am I talking to a bot or a person?

Accepted Answer

Both. Hotelgest has a virtual agent that resolves most common questions on first contact, with no waiting. When a query requires it, it is passed on to the support team: people who know your property and its setup.

Question 5

When does a human intervene?

Accepted Answer

Whenever the virtual agent cannot resolve your query or when it is a technical issue, a problem with an integration or something specific to your configuration. You can also ask directly to speak to the team by writing to help@hotelgest.com. You don't get stuck in a bot loop.

Question 6

Can I escalate an issue if it is not resolved in time?

Accepted Answer

Yes. If you feel that your incident is not progressing, respond in the same thread at help@hotelgest.com indicating that you want to escalate it and the impact it has on your operations. The team reviews it and adjusts the priority. Keeping the conversation in the same thread helps to avoid losing context.

Question 7

Are there different urgency levels for incidents?

Accepted Answer

Yes, incidents are prioritized according to their impact: a configuration question is not the same as a problem that affects payments or today's arrivals. That's why we ask you to describe what is happening and which part of your operations it affects. This way the team can organize the work and handle what is critical first.

Question 8

How do I report an error or technical failure?

Accepted Answer

Write to help@hotelgest.com describing what you were doing, what you expected to happen and what happened instead. If you can, add a screenshot and the affected reservation or screen: the more context, the faster we can reproduce and fix it. The team will confirm receipt and keep you updated on the status.

Question 9

Where do I find the documentation and usage guides?

Accepted Answer

You have the help center at docs.hotelgest.com, with step-by-step guides for each module: reservations, planning, housekeeping, payments, booking engine and guest WebApp. It is updated with each version of the product. If you don't find what you're looking for, write to us and we'll guide you.

Question 10

Can I request an additional training session after onboarding?

Accepted Answer

Yes. Sign-up includes three onboarding sessions and you can book additional ones whenever you need them: for example, if new staff join or you want to go deeper into a specific module. Request them at help@hotelgest.com and we will schedule them around your availability.

Question 11

Is support included in the plan or does it cost extra?

Accepted Answer

Support for day-to-day use of the PMS is included: questions, incidents and guidance are part of the service. Additional training sessions beyond the initial onboarding are charged separately. If you are unsure what your plan covers, write to us and we will clarify it for you.

Question 12

Is there support on weekends or holidays?

Accepted Answer

The virtual agent is available at all times, including weekends and holidays, and resolves most common questions. Queries that require the team are registered upon arrival and are attended to during business hours, prioritizing urgent ones. For critical cases, indicate this clearly in the message.

Question 13

Can I contact support from the PMS itself?

Accepted Answer

Yes. From the PMS you can ask the virtual agent, which resolves most common questions without leaving the platform. If the team needs to step in, your query arrives with the context of your property. You can also write directly to help@hotelgest.com.

Question 14

What happens if an integration with a partner fails?

Accepted Answer

Report it to help@hotelgest.com, indicating which integration is failing and since when. The team diagnoses whether the problem lies with Hotelgest, the connection or the partner's side, and coordinates the resolution with you. In the meantime, we tell you how to keep operating so that your day-to-day work isn't held up.

Question 15

How do I know that my incident is being attended to?

Accepted Answer

Each incident is registered upon arrival and you receive a response from the team on the same email thread. There we confirm that we have received it, what we are reviewing and the next steps. If at any time you want to know the status, reply to the thread and we will update you.

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