Roommatik Connect
Every guest conversation. With the booking in front of you
Connect brings WhatsApp, email, SMS, your website chat and Telegram into a single front-desk workspace. Every conversation arrives identified with the guest and their booking, exactly as they stand in your property management system.
We will walk you through the workspace with an example from your own operation. No commitment.
The message arrives. The context does not
An unnamed mobile number on the front-desk phone. An email in an inbox three people open. A website chat and nobody knows who answered it. The guest asks what time they can check in, and whoever replies has no idea which booking they are looking at, whether it is paid, or whether the guest arrived last night.
The answer gets there in the end, but only after looking the booking up on another screen, asking the colleague from the previous shift, or asking the guest for their reference a second time.
Connect does not merge inboxes. It joins each conversation to the booking it belongs to.
The conversation, with its booking
Whoever replies already knows who they are talking to
Open a thread and the workspace shows the guest’s booking, read from your management system. Nobody has to look it up: it is right beside the message.
Representation of the workspace with sample data. The fields available depend on the management system connected.
Channels
WhatsApp, email, SMS and web chat in a single workspace
Every channel comes into the same workspace and goes out from the same workspace. The guest does not have to move, and neither does your team.
Connect does not answer calls. What it does is leave a record of them: the hotel’s calls are logged in the guest’s thread —who spoke to them, when, and for how long— so that whoever opens the conversation tomorrow does not find a gap.
Without leaving the thread
What your team can settle without leaving the conversation
Send the key
Access to the room or the street door goes out through the same channel the conversation is happening on, with whichever lock the hotel has installed.
Request a payment
The agent enters the amount and what it is for, and the payment link goes out through the same channel. At no point do they see the guest’s card details.
Send one of the hotel’s documents
The restaurant menu, the area map or the spa timetable are uploaded once, and the whole team sends the same version.
The answers you give every day
The wi-fi password, the parking, the breakfast times: typed with a short abbreviation, with nothing to copy and paste from anywhere.
Check the hotel’s own policy
Each hotel has its own knowledge base: cancellations, pets, cots. The agent consults it without leaving the thread or asking anyone.
Offer an extra
Late check-out, parking or a room upgrade, offered inside the conversation at the right moment. The catalogue offers the extra; if it has to be charged, that is done with the payment link.
Sending keys requires an integrated lock, and taking payment a contracted payment gateway. The knowledge base and translation are optional features, contracted separately.
Would you like to see it with a conversation from your own hotel?
Book a demoHow it works
Three steps to get it running
Your channels are connected
The hotel’s WhatsApp number, its reception email, SMS and the website chat all start arriving in the same workspace.
Your management system is connected
Connect identifies which booking each conversation belongs to and shows the state of the stay beside the message.
Your team takes it from there
From the browser, from the front-desk computer or from a phone, with new messages announcing themselves straight away.
Built for the daily reality of a hotel front desk
Shifts that hand over
The shift log holds what the outgoing shift leaves in writing for the incoming one. Whoever arrives at seven in the morning knows what happened overnight.
Several hotels at once
Anyone covering more than one property switches hotel in a click, with the unread messages of each one in view.
Every conversation has an owner
Conversations are assigned, flagged and closed. Internal notes stay in the thread and never reach the guest.
Alerts when they matter
Alert rules so an unanswered message is not forgotten, and per-channel figures to see where the work is coming in.
A survey on closing
When the conversation ends you can ask the guest how they were looked after. It can be switched on hotel by hotel and channel by channel.
A QR code per room
The guest scans and writes to the hotel from their own phone. The request arrives knowing which room it came from, without anyone having to ask.
At the desk, and away from it
Besides the browser, Connect has a Windows desktop application —it opens with the computer and announces new messages even when minimised— and an Android application with alerts on the phone. Anyone doing rounds or on call does not depend on having a tab open on a computer.
Desktop, on the front-desk computer
Phone, away from the desk
The whole family
Three ways of talking to your guests
They work on their own and reinforce each other together. All three start from the same place: the booking.
Your front desk handles every conversation in the hotel from one workspace, with the guest’s booking in front of them.
The messages for each stage of the stay go out on their own, following the rules the hotel decides and the data its management system sends.
See Roommatik Flow →A team of Roommatik receptionists looks after your guests during the hours you decide, working on this very platform.
See remote reception →Works with the management system you already have
There is no need to change supplier. Connect reads the booking from the management system your hotel already uses. Compatible with more than 50 platforms and providers in the industry.
What people usually ask us
Do I have to change my WhatsApp number or my email?
Email and the website chat are connected as they are. With WhatsApp, the hotel’s number can be kept, but it is then handled from the workspace and stops being used in the phone app: we go through this with you before connecting it. Many hotels prefer to dedicate a number to reception alone.
What if my management system is not connected?
Connect still works as a conversation workspace. The booking card is an addition: it appears when there is a connection to the management system and the guest’s booking is found.
Can it handle guests in other languages?
Yes. With translation switched on, incoming messages are read in the agent’s language and replies go out in the guest’s. It is an optional feature, contracted separately and enabled hotel by hotel.
Is it for a chain or just for a single hotel?
For both. One agent can cover several properties, with the unread messages of each kept apart and permissions defined hotel by hotel.
Where do the conversations and my guests’ data end up?
On the platform, available to the hotel at all times. Roommatik processes them solely on the hotel’s behalf, under the terms of the data processing agreement signed on contracting.
Are Connect and Flow contracted together?
They do not have to be. Each works on its own. That said, if you have Flow and a guest replies to an automated message, Connect is where your team handles that reply.
What if I would rather the messages went out on their own?
That is Roommatik Flow, which automates the messages for each stage of the stay. Connect and Flow complement each other: one is the conversation, the other the automated message.
What if I do not have the staff to handle it?
Roommatik provides the team as well. See remote reception: receptionists who look after your guests during the hours you decide, working on this very platform.
See Connect with a conversation from your hotel
We will show you the workspace, the booking card and what your team can settle without leaving the thread. A demo shaped around your operation, with no commitment.