# Full text of estevano.com Generated on 2026-10-24 from the pages published at https://estevano.com. Each section carries its canonical URL. > Estevano is an AI concierge for hotels that serves each guest and routes every request to the right department. ## Estevano facts (only facts the company itself publishes) - Estevano is an AI concierge for hotels that serves each guest and routes every request to the right department. - Estevano is not a PMS and does not sell rooms. - Guests open the hotel's app from the QR code in their room, with nothing to download, and can also call the hotel, where Estevano Voice answers. - When a request needs a person, Estevano sends it to the right hotel department as a ticket with a priority and a status. - Estevano sends guests confirmations and notices by WhatsApp and email; guests who write to the hotel on WhatsApp get the link to the app to carry on there. - Estevano is owned by ESTEVANO Hotels S.L., a company based in Spain. - Polargate is Estevano's technology partner, not its owner. - Estevano's website is https://estevano.com and its contact email is hello@estevano.com. - Estevano's guest app and Estevano Voice work in 6 languages: Spanish, English, French, German, Portuguese and Italian. Each hotel picks the languages for its voice line. - Estevano's chat replies to each guest in the language they write in. - Estevano's team console is in Spanish and English. - Estevano's data is hosted in the European Union and handled in line with the GDPR. - In Estevano, each hotel's data is kept apart from every other hotel's in the database. - Estevano connects to Oracle OPERA Cloud through OHIP with read-only access: it reads in-house reservations and guests every few minutes and writes nothing to the PMS. - A hotel can revoke Estevano's connection to OPERA Cloud at any time. - A hotel without OPERA Cloud can start with Estevano without an integration and check guests in from the console. - Estevano's modules are AI chat, room service, restaurant bookings, spa and wellness, incidents, in-room TV, Estevano Voice, QR access and confirmations by WhatsApp and email. - Estevano includes a console for the hotel team with the request board, bookings and each guest's profile. - When the team answers a new question, Estevano learns it for next time. - Estevano has three plans, Essentials, Pro and Enterprise, priced per room per month with the figure set in each hotel's proposal. - On the Essentials plan the hotel puts its logo and name inside the Estevano app; on Pro, its brand and colours; on Enterprise, it has its own app in the stores. - The digital key and check-in with identity verification are not part of any Estevano plan: they are integrated on request, built around the hotel's lock system or identity verification provider. - Estevano Enterprise includes PolarPuffin at no cost for as long as the hotel stays on Enterprise: it gathers the hotel's Google, TripAdvisor and Booking reviews and tells it each week which cheap fixes solve the most complaints. - Estevano has two apps on the App Store and Google Play: Estevano, for guests, and Estevano Staff, for the hotel team. - Estevano's apps: https://apps.apple.com/es/app/estevano/id6784764664, https://apps.apple.com/es/app/estevano-staff/id6802803769, https://play.google.com/store/apps/details?id=com.estevano.app, https://play.google.com/store/apps/details?id=ai.estevano.staff. - Estevano runs in production in real hotels: over 1,300 guest requests in the last 30 days (as of 23 October 2026). - Santo Domingo Bay, in the Dominican Republic, runs on Estevano with its own app on the App Store and a read-only connection to Oracle OPERA Cloud. - Guests at Santo Domingo Bay made over 800 requests through Estevano in the last 30 days. --- # Estevano · AI concierge for hotels URL: https://estevano.com/en Estevano handles your guests' requests with AI and routes each one to the right department. Estevano handles your guests' requests with AI and routes each one to the right department. I'm a guest How your hotel sees it - The guest writes: “Can I check out at 2 pm and book a taxi for 8:30 pm?” Estevano replies: “I've passed it to the front desk and they'll confirm here.” The request lands in the Front desk console. - The guest writes: “Could you send up two towels and an extra pillow?” Estevano replies: “I'm letting Housekeeping know right now.” The request lands in the Housekeeping console. - The guest writes: “The air conditioning isn't cooling.” Estevano replies: “Sorry about that. I'm alerting Maintenance with high priority now.” The request lands in the Maintenance console. - Running in real hotels - 1,300+ requests in the last month - EU-hosted data, GDPR-compliant - AI concierge in 6 languages Modules ## Built for hospitality Every module runs on your hotel's real information. - ### AI chat Understands what the guest asks for and opens the ticket in the right department. “Two more towels to 518, please” Housekeeping alerted. - ### Room service A menu with photos, prices and allergens, and orders straight from the room. - ### Restaurant bookings Real tables and sittings. If there's no slot, it offers another restaurant in the hotel. - ### Spa & wellness Treatments with their length and price, based on real availability. - ### Maintenance issues The report reaches maintenance and the guest can follow its progress. - ### In-room TV Welcome, weather and hotel services on the screen in the room. - ### Estevano Voice Answers the phone, gives information and, with room and PIN, places the order. - ### WhatsApp & email Confirmations and updates by WhatsApp and email. Guests who write in get the link to the app. - ### QR access Guests scan the QR in their room and they're in, with nothing to download. What your hotel gets back ## Your team stops copying requests by hand One platform replaces phone calls and scattered notes. ### Save time AI understands each guest in their language and sends every ticket to the right team. ### Save money Less load on the front desk and the phone. More revenue from bookings and room service that flow in straight from the app. ### Take the load off your team Your team stops acting as a switchboard and focuses on caring for guests in person. - The team - The snap The team ## One console runs the whole hotel Every request reaches the right department, with tracking. ### The team board A minibar request lands in New and moves to In progress. Every action leaves a trail. ### For your team Tickets, bookings, menus and analytics in the same console. ### The hotel's day at a glance The manager's dashboard with today's figures and tickets from yesterday and today. The snap ## Ask. Done. Ask for something and it's taken care of. Try it yourself. Tap the icon to ask ### Ask with one tap A real button. Ask and the request reaches Completed, with a green check. In the console, today's resolved count goes up with every tap. - Your brand - How it works - Live Your brand ## The app carries your hotel's name Choose how much brand you want, from your logo to your own app in the stores. Pricing is per room per month. ### The same app under each hotel's brand The same guest app with the logo and colors of four hotels. Pick one to see it. How it works ## How it goes live With guided setup and no IT project. - 01 ### Activate your hotel We set you up and you connect rooms, restaurants and spa. - 02 ### Brand it your way Your logo, your name and your hotel's information in the app. - 03 ### Your guests already have it They come in through the room QR code and ask in their language. Every ticket reaches the right department. It works for a boutique hotel and for a chain alike. Live ## Last month's figures Guest requests and messages in guest conversations, in the hotels already running on Estevano. Real deployment Live in production Dominican Republic ### Santo Domingo Bay - Its own app on the App Store - Connected to Oracle OPERA Cloud, read-only - Guest confirmations and notices on WhatsApp - 800+ requests in the last month 1,300+ Guest requests in the last month 7,000+ Messages in guest conversations in the last month Production data for the last 30 days, as of 23 October 2026. ## Keep reading - Reputation Good reviews are earned during the stay Asking at checkout doesn't work. Solving things well while the guest is still with you does. - Product A hotel guest app with nothing to download Why app-store apps rarely get installed, and how guests get in by scanning the QR code in their room. - Resort Room service at an all-inclusive How to show what the board includes and what costs extra. Get started ## Shall we talk about your hotel? Try the demo or tell us how your team works. --- # Product · Estevano URL: https://estevano.com/en/product Everything Estevano does for your guests and your team. Your guests get an AI concierge that sorts out what they ask for, in their language. Your team gets one console to run the hotel. In short Estevano brings the guest's AI chat, room service, restaurant and spa bookings, in-room TV and a console for the team into one platform. Every request that needs a person reaches the right department as a ticket with a priority and a status. The guest app works in 6 languages and opens from the QR code in the room, with nothing to download. The guest asks in the chat, and the request lands on the team board at the same hotel. - Guests - Team - Management - Also included For your guests ## What your guests see Guests ask for anything from their phone, in their own language, with nothing to download. ### An AI concierge that opens tickets by department Every guest message turns into an action you can track. - Chat in 6 languages that gets the intent and the nuance of each message. - Opens the ticket for the right team: front desk, maintenance, F&B or housekeeping. ### It hands your team what it can't solve It never makes up an answer. If it can't sort something out, or the guest asks for a person, it goes to the front desk and the reply lands in the same chat. ### Built-in room service Orders straight from the room, with no paper and no middlemen. - A menu with categories, photos, prices and allergens. - Service hours, and you can stop orders whenever you need to. ### Restaurant bookings Real tables and real sittings, so you never overbook. - Sittings for each service: breakfast, lunch and dinner. - Tables by capacity, with automatic cut-offs. - Confirmations, cancellations and alerts for your team. ### Another table when it's full If there's nothing at that time, the app suggests another of the hotel's restaurants with room that night. ### Spa & wellness Slots based on real capacity, not wishful thinking. - Treatments with duration and price. - Booked right from the guest chat. ### In-room TV Your hotel, on every screen. - Hotel info, the weather and your services. - Opens in the TV browser or on a kiosk screen. ### In with one QR code Guests scan the QR code in their room and the chat opens, with nothing to download. For your team ## The console that runs the hotel Each department sees its own work, with its status and priority. ### Tickets by department No request falls through the cracks. - A board by status: new, in progress and done. - One timeline for the chat and what the team did. - Assigned by department. ### Every ticket has a clock The ring goes from green to amber to red as the minutes pass without anyone on it. ### Priorities that sound an alert Normal, high or urgent, with a sound alert so urgent requests never wait. ### Hotel gallery Photos sorted into folders by restaurant, spa or room. One photo can sit in several folders without uploading it twice. ### Menus and content Edit your hotel yourself, with no IT tickets. - A room service menu with dishes, photos, prices, allergens and hours. - Hotel info, policies and services you can edit live. ### Bookings and tables Restaurant and spa in one console, whoever made the booking. - You can see who booked: the guest or your team. - Tables and spa capacity from your real inventory. - Confirmations, cancellations and alerts for the right team. Management ## You set the hotel up yourself All from the same console, with no IT project. ### Hotel analytics Real operating data, not estimates. - Chat activity: requests, languages and peaks. - Tickets by department, with response and resolution times. - Bookings, room service and wellness occupancy. ### The day at a glance The manager's home screen, with today's figures next to yesterday's. ### Team and roles Your team, organized by department. - Real permissions for each role. - More than one role per person: someone can work front desk and F&B. ### Your brand in the app You change the hotel's name and logo yourself from the console. ### Team announcements Internal notices for the whole team, or only for the roles you pick. ### Each section goes live once it has content There's nothing to switch on. You run each module from the console, with its hours, policies and rules, and guests see it as soon as there's something in it. - Restaurants. Menus, sittings and bookings for the hotel's restaurants. - Spa & wellness. Treatments, opening hours and spa bookings. - Spaces. Pools, meeting rooms, terraces and the rest of the hotel. - Room service. In-room dining, with its hours and menu. - Experiences. Romantic dinners, tastings and activities, with a photo and booking. Also included ## What works behind the scenes What comes included in the console. ### Connects with Oracle OPERA Cloud Estevano reads in-house reservations and guest profiles from your PMS via OHIP and refreshes them every few minutes, so each request is tied to a real room and booking. Read-only and revocable at any time. Not on OPERA? Start without integration and check guests in from the console. ### The front desk at a glance Every room with its guest, and whether it has a PIN or checks out today. The PIN is never shown. ### Guest check-in with a PIN The front desk checks the room in, in three steps, and the guest gets an access PIN. ### Import your website at setup Bring in the information from your website when you start, section by section. ### The guest profile Every guest's bookings, requests and conversations in one place. ### WhatsApp and email Confirmations and updates by WhatsApp and email. Guests who write to the hotel on WhatsApp get the link to the app to carry on there. ### It learns from your team What your team answers is kept for next time. ## Keep reading - Comparison Digital concierge software for hotels What it solves and which modules matter before you sign with a vendor. - Tickets An AI concierge that opens housekeeping and maintenance tickets When a guest reports a problem, Estevano opens a ticket for the right department and alerts the team on their phones. - Room service Room service and restaurant bookings from a QR code Guests scan the QR code in their room to order room service or book a table, with nothing to download. Get started ## Try it in the demo hotel Step into Hotel Aurora with the guest app and the console, or tell us about your hotel. --- # How Estevano works URL: https://estevano.com/en/how-it-works Four steps with assisted onboarding to get your hotel's app live. The AI answers what it knows and your team handles the rest from a single console. Estevano gives your guests an app under your hotel's brand. The AI answers what it knows and sends anything that needs a person to the right department. Your team replies with full context from a single console. In short Estevano goes live in four steps with assisted onboarding, from setting up the hotel to the QR code each guest finds in their room. At the start it imports the information on the hotel's website so the team can review and complete it. Bring in your website info on day one Type in your website address and Estevano gathers your restaurants, spa and services for you to review. - 4 steps - The brain - Guest and team - Benefits - Getting started 4 steps ## From sign-up to your hotel's app Four steps, with guided setup. - 01 ### We set up your hotel Name, address and rooms, with assisted onboarding and guided setup. - 02 ### Make it your brand Your logo and name, your languages and your modules, such as room service, restaurants or spa. - 03 ### Connect what you already use Optional. On Oracle OPERA Cloud? Estevano reads your bookings read-only and ties each request to a real room and booking. You can start without integration. - 04 ### Your guests already have your app A QR code in the room, nothing to download. On Enterprise, your own app in the stores too. Guests ask, book and sort things out in their own language. Your hotel's brain ## The AI answers with your hotel's own information It only uses what your hotel has loaded, from the menu to policies and opening hours. Anything that isn't loaded goes to your team. ### Filters the menu and suggests what's available Once the guest confirms, it opens an F&B ticket with the room, allergens and time. ### Alerts the right team with the right priority Opens a high-priority Maintenance ticket with the room number. ### If the answer isn't loaded, it won't invent one It goes to the front desk, and the guest gets the answer in the chat as soon as there is one. ### Only what your hotel has loaded It answers from what your hotel has loaded, from your imported website to what it picks up from tickets. Anything missing goes to your team. ### It learns from your team When your team answers a new question, Estevano learns it for next time. Guest and team ## What the guest asks for is what your team sees One request, on the guest's phone and in the console. ### For your guests A guest asks in the chat, and the concierge handles it and opens a request they can follow live. ### For your team The request lands on the board and the team takes it through to Completed. Business benefits ## Fewer calls at the front desk and more sales from the room Not one more inbox to answer. Every request resolves itself or reaches the right department first time, while your team stays where it's needed. ### Your front desk gets time back No more switchboard duty: the AI filters, sorts and routes each request to the right department. ### What changes day to day - Your team works with context. No sticky notes or walkie-talkies. Every request arrives with the guest's conversation. - Upselling from the room. Room service, restaurant and spa one tap away from the room QR code, with nothing to download. Getting started ## Start with what you already have Start small and grow when you're ready. Your brand, the integrations and your own app arrive when you need them, not before. Integration ### It works alongside your PMS, not instead of it - With Oracle OPERA Cloud. Read-only and revocable at any time. No data to migrate. - Without OPERA. Not on OPERA? Start without integration and check guests in from the console. ### Why it's easy to start What you need on day one. - QR codes ready to print. Every room gets its QR code and its welcome sheet. - Your team, in their language. The staff console comes in Spanish and English. ### Grow without switching provider Start with your logo inside the Estevano app and go all the way to your own app in the stores. ## Keep reading - Product A hotel guest app with nothing to download Why app-store apps rarely get installed, and how guests get in by scanning the QR code in their room. - Integration Estevano does not replace your PMS What each one does, and how they work side by side every day. - Team AI does not replace your team What AI takes off their plate, and what stays with people. Get started ## Ready for your hotel's app? Step into the demo and see both the guest side and the team side. --- # AI voice agent for hotels · Estevano Voice URL: https://estevano.com/en/voice Estevano Voice is an AI voice agent that answers your hotel's phone in up to 6 languages and gets bookings, orders and maintenance issues done. It answers your hotel's phone in the guest's language and gets bookings and orders done. - Room and PIN - 6 languages - Your existing number In short Estevano Voice is an AI voice agent that answers the hotel's phone in up to 6 languages: it books tables and spa treatments, orders room service and logs maintenance issues once it has checked the room and PIN. What guests ask for on the phone reaches the same console as what they ask for in the app. It can be added to any plan: as an add-on in Essentials, with minutes included in Pro and Enterprise. On the phone, guests hear the same receptionist under your hotel's name. The phone keeps ringing ## Every missed call is a lost booking or request At night, at peak times or on holidays, some calls go unanswered. Estevano Voice picks them up and logs every one in the console. ### It picks up when the desk can't Calls that would ring out get answered and reach the right department. ### Every call on record In the console, with the room, the language, the length and whether the guest was verified. ### 6 languages It takes calls in up to 6 languages, and each hotel picks which. - Acts, not just answers - Three voice tiers - How a call works Acts, not just answers ## The call gets things done It understands what the guest wants and takes care of it. No keypad menus. ### Real conversation A natural phone conversation in the guest's language. It picks up intent and nuance, no "press 1" menus. ### Verified identity The guest gives their room and PIN. It's checked on the server, the PIN is never exposed and repeated attempts get locked out. Every action is tied to a real guest. ### Real actions It books tables and spa treatments, orders room service and logs issues. Over the phone, no app needed. Three voice tiers ## From answering questions to running your hotel by phone Each hotel decides how far its receptionist goes, and can change it from the console. Tier 1 ### Informs Your information concierge, by voice. - Opening hours, directions, services and house rules. - Your hotel's FAQs, answered by voice. - Takes messages and puts calls through to the desk. Tier 2 ### Checks availability Openings and prices, by phone. - Open slots at the restaurant, the spa and experiences. - Prices for services and experiences. - Based on the availability you manage in Estevano. Tier 3 · Full operation ### Acts with a PIN Your hotel, run by phone. - Restaurant and spa bookings by voice. - Room service with room and PIN. - Booking changes and cancellations. ### Switch tiers from the console Each tier turns on its own capabilities in the voice module. Anything that makes a change, like bookings or orders, needs room and PIN. ### Add Estevano Voice to any plan Pro and Enterprise come with minutes included, and extra minutes are billed separately. Your proposal has the exact price. How a call works ## From the first ring to the job done The guest calls the way they always have, and the request lands in your team's console. - 01 ### The guest calls Your usual number. Nothing changes for them or for you. - 02 ### It answers in their language It works out what the guest needs and steers the call. - 03 ### Checks identity if needed For an action, room and PIN, verified on the server. For a question, nothing at all. - 04 ### Acts and lets the team know The booking, order or issue is created in the console and reaches your team. - Sample calls - White label Sample calls ## What a call sounds like Pick a call and follow it the way the guest hears it. Room service with verification - Guest I'd like a bottle of cava sent to my room. - Hotel Aurora Sure. To order it I'll need your room number and PIN. - Guest 518, ••••. - Hotel Aurora Perfect, you're verified. One bottle of cava. Order placed, we'll bring it to your room. What lands in the console Room service · Bottle of cava · 518 New request White label ## Guests hear your hotel Estevano Voice works in the background and can stay invisible if you like. Each hotel has its own setup and its data kept separate. ### It answers as your hotel Your number, your voice and your brand up front. ### Your usual number, or a new one It connects to your current number, or we give Voice a dedicated one. Either way, it shows as yours. ## Keep reading - Voice An AI receptionist that answers the phone The phone still rings. What changes when the voice on the line can act, not just inform. - Front desk How to cut calls to the front desk Calls drop when guests have somewhere else to ask and order. Estevano Voice picks up the ones that still come in. - Operations Stop losing bookings to unanswered calls What a missed call really costs, and how to cover the phone without cutting staff. Get started ## Give your hotel a voice It connects to your existing number. --- # A guest app under your hotel's brand · Estevano URL: https://estevano.com/en/white-label Estevano gives hotels and hotel groups a guest app under their own brand, and powers it behind the scenes. Estevano gives hotels and hotel groups a guest app under their own brand, and powers it behind the scenes. In short With Estevano, the guest app carries the hotel's brand by plan: logo and name on Essentials, brand and colours on Pro, and the hotel's own app in the stores on Enterprise. Each hotel's data is isolated in the database. Santo Domingo Bay runs this way, with its own app on the App Store. Tap a hotel to see what its guests see. - Your brand - Three brand levels - On the App Store Your brand ## Guests see your hotel on every screen Every hotel shows its name and logo. From Pro up, its colors too. ### The chat in your colors The concierge answers inside an app painted in your hotel's colors. ### Messages signed by your hotel WhatsApp confirmations arrive under your hotel's name. ### The in-room TV The welcome screen carries your brand and the QR code to message the hotel. ### The QR code in the room Guests scan it and land in your hotel's app. Nothing to download. ### Alerts with your icon With your own app, notifications arrive with your hotel's icon and name. Three brand levels ## Choose how much Estevano your guests see Start easy inside the Estevano app and grow into your own app, a direct line to your guests. ### Essentials Your logo and name inside the Estevano app. ### Pro Your brand and colors inside the Estevano app. ### Enterprise Your own branded app in the stores. What changes at each level Capability Essentials Pro Enterprise Your logo and name in the app Yes Yes Yes Your colors across the app No Yes Yes Your own app in the stores No No Yes On the App Store ## The Santo Domingo Bay app is Santo Domingo Bay The app its guests open is called Santo Domingo Bay and carries its brand. Underneath, it's Estevano. Real deployment Live in production Dominican Republic ### Santo Domingo Bay - Its own app on the App Store - Connected to Oracle OPERA Cloud, read-only - Guest confirmations and notices on WhatsApp - 800+ requests in the last month Production data for the last 30 days, as of 23 October 2026. Your hotel in the app stores Your app ships to the store with your own icon and name. Hotel groups ## For a group of hotels Each hotel in the group gets its own Estevano, with its own brand and its data kept apart. ### One Estevano per hotel Each hotel is set up with its own menu, restaurants, team and information. What one hotel changes doesn't touch the others. ### Each hotel's data stays separate Guests, requests and bookings are isolated per hotel in the database, including between hotels in the same group. ### Enterprise for a group With Enterprise, each hotel can have its own app in the stores, with a tailored PMS integration and hands-on onboarding. Security · GDPR ## Every hotel is walled off from the rest Each hotel's data is kept apart and none can see another's. The database itself enforces it, not a filter in the interface. ### No hotel sees another hotel's data Every query returns only that hotel's rows. The database blocks the rest. ### Guest PINs stay protected Stored on the server as a hash, never in plain text, with the minimum personal data. Per hotel Per-hotel isolation in the database EU EU-hosted data, GDPR-compliant ## Keep reading - Category A concierge that acts is not a chatbot that answers The real categories on the market, and where Estevano fits. - Segment Boutique hotel or chain Each needs something different from its guest software. How to choose. - Channel Ordering hotel services on WhatsApp or in the app What WhatsApp gives you, where it falls short, and what an app under the hotel's brand adds. Get started ## Your brand on every screen Step into the demo hotel and see the guest app. --- # PolarPuffin with Estevano Enterprise · Estevano URL: https://estevano.com/en/polarpuffin PolarPuffin comes with Estevano Enterprise. It reads your Google, TripAdvisor and Booking reviews and finds the cheap fixes that solve the most complaints. PolarPuffin reads your hotel's reviews and tells you each week which small fixes solve the most complaints, with the reviews to prove it. It comes included with Estevano Enterprise. A hotel's fixes for the week, ranked by how many complaints they solve. What it does ## Your reviews become this week's to-do list PolarPuffin reads what your guests say, sorts it by each part of the hotel and tells you what to fix first. ### Every fix comes with proof Who does it, what it costs and the reviews asking for it, including the ones written in other languages. ### Drafted replies It drafts replies to the reviews that need one. Your team checks them and posts them. ### How each part of the hotel is doing Complaints and praise by month for each topic, from breakfast to housekeeping, by platform, language or type of traveller. - How it works - With Estevano How it works ## Your team just makes the fixes PolarPuffin puts the report together and, once a fix is done, checks whether the complaints go down. - 01 ### We gather your reviews From Google, TripAdvisor and Booking. Reviews in other languages come with a translation. - 02 ### Your fixes arrive A report by email with the smallest, cheapest fixes that solve the most complaints. - 03 ### Do it and measure it Mark the fix as done and see whether complaints on that topic drop over the following weeks. With Estevano ## Included in Estevano Enterprise Hotels on Estevano Enterprise get PolarPuffin at no cost for as long as they stay on Enterprise. ### During the stay and after it Estevano looks after guests while they stay and PolarPuffin listens to what they say afterwards. PolarPuffin is made by Polargate, Estevano's technology partner. Enterprise - AI concierge and analytics - Assisted onboarding - PolarPuffin included - Voice minutes included - Custom PMS integration ### What Enterprise includes The hotel's own app in the stores, a custom PMS integration and now PolarPuffin too. Live Santo Domingo Bay Estevano Enterprise PolarPuffin ### Santo Domingo Bay already has it Santo Domingo Bay runs on Estevano Enterprise and has PolarPuffin included for a year. Questions ## What hotels ask **How much does PolarPuffin cost with Estevano?** Nothing. With Estevano Enterprise, PolarPuffin is included for as long as you stay on Enterprise. **What if my hotel isn't on Enterprise?** You can move up to Enterprise or sign up for PolarPuffin on its own at polarpuffin.com. **Where do the reviews come from?** We gather your reviews from Google, TripAdvisor and Booking. **What counts as a fix?** A small, cheap change one person at the hotel can make, like checking something every morning or putting up a sign. PolarPuffin ranks them by how many complaints they solve. **How does my team log in?** At polarpuffin.com/app, with a Google account or a code sent by email. Get started ## Your guests are already telling you what to fix With Estevano Enterprise, PolarPuffin sorts it out for you every week. --- # Plans and pricing · Estevano URL: https://estevano.com/en/plans Essentials, Pro and Enterprise, priced per room per month based on the size of your hotel. AI concierge and analytics on every plan. Three plans with the AI concierge and analytics built in. What changes is how much of your brand the app carries. In short Estevano has three plans, Essentials, Pro and Enterprise, priced per room per month based on the size of the hotel, with the figure set in each proposal. Essentials puts the hotel's logo and name inside the Estevano app, Pro its brand and colours, and Enterprise gives it its own app in the stores. Estevano Voice can be added to any plan, and Enterprise includes PolarPuffin at no cost for as long as the hotel stays on Enterprise. Your logo and name inside the Estevano app. The same guest app on all three plans: with your logo, with your brand and colors, or as your own app in the stores. Plans ## Every plan runs on the same core Priced per room per month, based on the size of your hotel. - ### Essentials Your logo and name inside the Estevano app. Priced per room per month, based on the size of your hotel. Includes AI concierge and analytics - Assisted onboarding - Estevano Voice as an add-on - ### Pro Your brand and colors inside the Estevano app. Priced per room per month, based on the size of your hotel. Includes AI concierge and analytics - Assisted onboarding - Voice minutes included - ### Enterprise Your own branded app in the stores. Priced per room per month, based on the size of your hotel. Includes AI concierge and analytics - Assisted onboarding - PolarPuffin included - Voice minutes included - Custom PMS integration Prices exclude VAT. Term and conditions as per contract. - On every plan - Compare - Your proposal On every plan ## What every plan includes The AI concierge and analytics come with every plan, starting with Essentials. ### The day-to-day What your team uses from day one, on Essentials, Pro and Enterprise. - Every request reaches the right team. The staff board with what's new, what's in progress and what got done today. - Assisted onboarding. We walk you through setup. - Analytics on how you operate. Times by department and how the month is trending, on every plan. ### Also on every plan What guests and staff use every day. - Room service with its own menu - Restaurant and spa bookings - Alerts on your team's phones - WhatsApp and email confirmations - A profile for every guest - Guest check-in with a PIN - Learns from your team's answers Compare ## What changes from plan to plan Mostly the brand. Enterprise adds a PMS integration built around your hotel and PolarPuffin. The digital key and check-in with identity verification are extras on request. What each Estevano plan includes What's included Essentials Pro Enterprise AI concierge and analytics Yes Yes Yes Your brand and colors in the app No Yes Yes Your own app in the stores No No Yes Estevano Voice The exact price comes in your proposal. Add-on Yes: Minutes included Yes: Minutes included PolarPuffin included The fixes that solve the most complaints. No No Yes Custom PMS integration No No Yes Digital key and check-in with identity verification A custom integration with your lock system or your identity verification provider, quoted per project. On request On request On request Estevano Voice ### Add Estevano Voice to any plan Pro and Enterprise come with minutes included, and extra minutes are billed separately. Connects with Oracle OPERA Cloud. It reads in-house reservations and guest profiles, read-only, and refreshes them every few minutes. Not on OPERA? Start without integration. Your proposal ## How to get a proposal We put it together for your hotel, and we help you get set up. - 01 ### Tell us about your hotel On the demo form: your email, your hotel and how many rooms it has. - 02 ### Our team gets in touch With your proposal: the plan, voice if you want it and the price per room per month. Meanwhile, your demo hotel login lands in your inbox. - 03 ### Go live We walk you through onboarding. You're live in days. Questions ## What hotels ask us **How much does it cost?** Pricing is per room per month and depends on the size of your hotel. You get it in your proposal, excluding VAT. **What's the difference between plans?** How much of your brand the app carries. Essentials puts your logo and name inside the Estevano app, Pro brings your brand and colors, and Enterprise is your own app in the stores. Enterprise also comes with PolarPuffin included. The AI concierge and analytics come with all three. **How much is Estevano Voice?** Estevano Voice can be added to any plan. Pro and Enterprise come with minutes included, and extra minutes are billed separately. The exact price comes in your proposal. **How long is the contract?** Term and conditions are agreed in each hotel's contract. Get started ## Want to see it with your team? Step into the demo hotel as a guest and as staff. Or write to us and we'll talk about your hotel. --- # Cases · Santo Domingo Bay runs on Estevano URL: https://estevano.com/en/cases Santo Domingo Bay, in the Dominican Republic, runs on Estevano with its own App Store app and over 800 requests in the last month. Its guests ask through the hotel's own app and the team handles everything from the Estevano console. To protect its data, the screens on this page show a different hotel. Real deployment Live in production Dominican Republic ## Santo Domingo Bay - Its own app on the App Store - Connected to Oracle OPERA Cloud, read-only - Guest confirmations and notices on WhatsApp Alerts on the team's phones Every ticket carries its priority, and the alert lands on the phone of whoever has to act. The hotel ## A hotel where nothing stops Guests from all over the world and several outlets. The kind of hotel where the phone, the chat and the corridor never go quiet, and a badly handled issue becomes tomorrow morning's review. Also in the product ### Guests from everywhere Each guest picks their language in the app, and the chat replies in whatever language they write. ### Several outlets Restaurants, spa and room service, each with its own menu and hours. ### Every issue counts Anything urgent, like a water leak, jumps the queue and sounds an alert for the team. What they use ## What Santo Domingo Bay uses every day Guest requests, room service and restaurant and spa bookings go through Estevano every day. ### AI chat that opens the ticket Every request becomes a ticket for the right department. ### A guest app under the hotel's brand Santo Domingo Bay has its own app on the App Store, under its own brand. ### Room service with its own menu An editable menu with its own hours. Every order reaches the team as a ticket. ### Restaurant and spa bookings Guests book in the app and the team runs them from the console. Also in the product ### The team owns the content Hours, services and the photo gallery are updated by the team itself, no IT ticket needed. ### Notices on WhatsApp Confirmations and notices reach the guest on WhatsApp. The outcome ## It's the team's everyday tool Requests arrive in the guest's language, reach the right department on their own and leave a trail. The team works from one console instead of jumping between channels. Also in the product ### Everything leaves a trail Whatever a guest asks for, through the app, the chat or the phone, ends up in one place. ### One console Every department sees its tickets on one shared board, with how long each one has been waiting. 800+ Requests in the last month at Santo Domingo Bay 5,000+ Messages in guest conversations in the last month at Santo Domingo Bay Oracle OPERA Cloud Connected to its PMS, read-only Production data for the last 30 days, as of 23 October 2026. ## Keep reading - Resort Room service at an all-inclusive How to show what the board includes and what costs extra. - Team AI does not replace your team What AI takes off their plate, and what stays with people. - Experience Serve every guest in their own language Translating is not understanding. How multilingual service works in chat and on the phone. The demo ## See how it would work at your hotel Step into the demo hotel with the guest app and the console. --- # Estevano facts URL: https://estevano.com/en/facts What Estevano is, who owns it and what it does, in short sentences with last month's production figures. Estevano is an AI concierge for hotels; here is what it does and who is behind it. In short Estevano is an AI concierge for hotels owned by ESTEVANO Hotels S.L., a Spanish company. It keeps its data in the EU and reads Oracle OPERA Cloud with read-only access. Updated on 23 October 2026 In short ## Estevano in a few sentences Each sentence stands on its own. Figures come from production and carry their cut-off date. ### What it is - Estevano is an AI concierge for hotels that serves each guest and routes every request to the right department. - Estevano is not a PMS and does not sell rooms. - Guests open the hotel's app from the QR code in their room, with nothing to download, and can also call the hotel, where Estevano Voice answers. - When a request needs a person, Estevano sends it to the right hotel department as a ticket with a priority and a status. - Estevano sends guests confirmations and notices by WhatsApp and email; guests who write to the hotel on WhatsApp get the link to the app to carry on there. ### Who is behind it - Estevano is owned by ESTEVANO Hotels S.L., a company based in Spain. - Polargate is Estevano's technology partner, not its owner. - Estevano's website is https://estevano.com and its contact email is hello@estevano.com. ### Languages - Estevano's guest app and Estevano Voice work in 6 languages: Spanish, English, French, German, Portuguese and Italian. Each hotel picks the languages for its voice line. - Estevano's chat replies to each guest in the language they write in. - Estevano's team console is in Spanish and English. ### Where the data lives - Estevano's data is hosted in the European Union and handled in line with the GDPR. - In Estevano, each hotel's data is kept apart from every other hotel's in the database. ### PMS connection - Estevano connects to Oracle OPERA Cloud through OHIP with read-only access: it reads in-house reservations and guests every few minutes and writes nothing to the PMS. - A hotel can revoke Estevano's connection to OPERA Cloud at any time. - A hotel without OPERA Cloud can start with Estevano without an integration and check guests in from the console. ### Modules - Estevano's modules are AI chat, room service, restaurant bookings, spa and wellness, incidents, in-room TV, Estevano Voice, QR access and confirmations by WhatsApp and email. - Estevano includes a console for the hotel team with the request board, bookings and each guest's profile. - When the team answers a new question, Estevano learns it for next time. ### Plans - Estevano has three plans, Essentials, Pro and Enterprise, priced per room per month with the figure set in each hotel's proposal. - On the Essentials plan the hotel puts its logo and name inside the Estevano app; on Pro, its brand and colours; on Enterprise, it has its own app in the stores. - The digital key and check-in with identity verification are not part of any Estevano plan: they are integrated on request, built around the hotel's lock system or identity verification provider. - Estevano Enterprise includes PolarPuffin at no cost for as long as the hotel stays on Enterprise: it gathers the hotel's Google, TripAdvisor and Booking reviews and tells it each week which cheap fixes solve the most complaints. ### Apps - Estevano has two apps on the App Store and Google Play: Estevano, for guests, and Estevano Staff, for the hotel team. - Estevano's apps: https://apps.apple.com/es/app/estevano/id6784764664, https://apps.apple.com/es/app/estevano-staff/id6802803769, https://play.google.com/store/apps/details?id=com.estevano.app, https://play.google.com/store/apps/details?id=ai.estevano.staff. ### In production - Estevano runs in production in real hotels: over 1,300 guest requests in the last 30 days (as of 23 October 2026). - Santo Domingo Bay, in the Dominican Republic, runs on Estevano with its own app on the App Store and a read-only connection to Oracle OPERA Cloud. - Guests at Santo Domingo Bay made over 800 requests through Estevano in the last 30 days. Questions ## Questions about these facts **Who owns Estevano?** ESTEVANO Hotels S.L., a Spanish company. Polargate is its technology partner, not its owner. **Is Estevano a PMS?** No. Estevano is not a PMS and does not sell rooms. It looks after guests and passes their requests to the team; it reads reservations and in-house guests from Oracle OPERA Cloud, read-only. **Where do the figures on this page come from?** From Estevano's production database: guest requests and the messages in guest conversations (from the guest, from Estevano and from the team) over the last 30 days, leaving out the demo hotel and tests, rounded down. They are refreshed every month and carry their cut-off date. **Are these facts available in a format for AI agents?** Yes. The same facts are at https://estevano.com/api/facts.json, in llms.txt and in the Markdown version of every page, which is the same address ending in .md. For agents ## The same facts for AI agents Everything on this page is also available in machine-readable formats, with the same sentences. - Facts as JSON: estevano.com/api/facts.json - Index for assistants (llms.txt): estevano.com/en/llms.txt - The whole website as plain text: estevano.com/en/llms-full.txt - This page in Markdown: estevano.com/en/facts.md The demo ## See it working Step into the demo hotel as a guest and as the front desk. --- # Try Estevano · Demo URL: https://estevano.com/en/demo Fill in the form, get your logins by email and step into the demo hotel as a guest and as the front desk. Fill in the form and we email you your logins. You step into the demo hotel from both sides, as a guest and as the front desk. You get the real product A guest scans the QR code and the hotel's app opens on their phone. How it works ## Three steps and you're in No sales call first and nothing to install. - 01 ### Fill in the form Your email and a few details about your hotel, so we can tailor the demo to you. - 02 ### Check your inbox Your logins arrive by email: a guest link plus a staff username and password. - 03 ### Try both sides Chat with the AI concierge as a guest, then handle the tickets as the front desk. Your demo ## Create your demo Only your email is required. The rest helps us shape the demo around your hotel, and our team uses it for your proposal. Loading the form Creating a demo needs JavaScript. You can also email us at hello@estevano.com. Your access lasts 7 days. Nothing you do touches real data. - Hotel Aurora. A complete demo hotel with its own app, console and restaurants. - Two logins. A guest login with room and PIN, and a staff login for the console. - Lasts 7 days. Nothing you do touches real data. Inside the demo ## What you'll try The demo hotel works like a real one. Here is what each side sees. ### Front desk tickets Every request lands in the console with its department and status. ### The guest chat Ask for towels and the AI concierge alerts Housekeeping and opens the request. ### Room service Order from the room and it lands in the console, dish by dish. ### A spa slot Pick a session from the places left, and the booking is confirmed. ### Rooms at a glance The front desk sees every room with its status and access. Let's talk ## Would you rather we showed you? Drop us a line and we'll walk your team through it. --- # FAQ · Estevano URL: https://estevano.com/en/faq What hotels ask us before they start with Estevano. Short answers to what hotels ask before they start. **Do I need to change my PMS?** No **How many languages?** 6 **Where is the data?** EU **How many plans?** 3 Four short answers. The full ones are below. - General - Voice - Security and data - Integration and PMS - White label - Pricing and getting started General ## What Estevano is An AI concierge for your guests and a console for your team. **What exactly is Estevano?** Estevano is an AI concierge for hotels. It understands what guests ask for in their own language, confirms it and opens a ticket for the right department. It covers room service, restaurant and spa bookings, maintenance issues, in-room TV and QR codes. **Do I have to change my PMS?** No. Estevano doesn't replace your PMS. It works alongside it, with your guests and your team. Your PMS stays exactly as it is. **How many languages does it support?** 6 in the guest app and on voice. The chat picks up the guest's language and replies in it. The staff console is in English and Spanish. **What happens when the AI doesn't know something?** It hands over to your team. Estevano doesn't make answers up: if the information isn't loaded, it opens a ticket or asks the team to reply. Once your team answers a new question, Estevano learns it for next time. **Does it work in my country?** Today it runs in real hotels, such as Santo Domingo Bay in the Dominican Republic, with its own app on the App Store. If your hotel is in another country, tell us and we'll look at it. **What does my team run from the console?** Tickets by department with priorities and alerts, restaurant bookings with sittings and tables, the spa, room service with editable menus and hours, guest check-in, the hotel gallery and information, team announcements, analytics, in-room TV, QR codes and every hotel setting. **Is Estevano an alternative to HiJiffy?** Yes, for serving guests during their stay. Both use AI to answer guests and route their requests to the right department. Estevano also answers the phone with its own voice, Estevano Voice, and, on Enterprise, the hotel's own app in the stores; HiJiffy covers more messaging channels, such as social media and OTAs. Estevano vs HiJiffy **Is Estevano an alternative to Canary?** Yes, for guest requests during the stay: Estevano routes them to the right department as tickets and handles room service and restaurant and spa bookings. Canary Technologies also covers arrival and departure, with mobile check-in, a kiosk and smart checkout. Both answer phone calls with AI. Estevano vs Canary Technologies **Is Estevano an alternative to Duve?** Yes, if you want an AI concierge that carries out guest requests and routes them by department, with phone calls included. Duve focuses on online check-in, its branded web app and upselling. With both, guests use the app without downloading anything. Estevano vs Duve ### 6 languages in the guest app Guests pick their language in the app, and the chat replies in whatever language they write in. The console is in English and Spanish. ### It hands over to a person If a guest asks to talk to someone, the concierge passes it to the front desk and the reply comes back in the same chat. Voice ## Estevano Voice answers the phone It picks up the hotel's calls, and what guests ask for reaches the same console as what they ask for in the app. **Does Estevano Voice actually make bookings, or just answer questions?** It gets things done. Voice isn't just for information: it books the restaurant and the spa, orders room service and logs maintenance issues. For any action, the guest identifies themselves with their room number and PIN. **Is it safe to give a PIN over the phone?** Yes. The check happens on the server, the PIN stays hidden in the hotel console with a log of who reveals it, and repeated wrong attempts lock it to stop brute-force guessing. Every action is tied to a real guest. **Which languages does Estevano Voice speak?** Up to 6 languages, and each hotel chooses which. **Do I need to change my phone number?** No. Estevano Voice works with your current number. Guests call the same hotel number as always, with nothing changing for them or for you. **Can Voice have its own number?** Yes. We can set up a dedicated number for your hotel if you'd rather not route it through your current switchboard. The number shows as yours, not as Estevano. **What Voice levels are there?** Three, depending on what you want it to do. The first gives information: opening hours, services and common questions. The second also checks the availability and prices your hotel manages in Estevano. The third also makes bookings, orders room service and changes or cancels bookings, using the guest's room number and PIN. All three take messages for your team. **How much does Estevano Voice cost?** Estevano Voice can be added to any plan. Pro and Enterprise come with minutes included, and extra minutes are billed separately. You get the exact price in your proposal. ### A real conversation with the guest A call in progress: it listens to the guest and answers. ### The PIN comes from check-in The front desk checks the room in and the guest gets a PIN. They use it to identify themselves on the phone. Security and data ## Each hotel keeps its own data Isolated per hotel in the database and hosted in the EU. **How do you keep data separate between hotels?** Each hotel is a logical tenant with its own ID. Every guest record, ticket, booking and order is filtered by that ID in the database itself. One hotel can't read another's data, even on shared infrastructure. **Are you GDPR compliant, and where is the data?** Yes, we comply with the GDPR. The infrastructure is in the European Union. We only process guest data as far as needed to run the service, and we never sell it to third parties. **How do you protect the guest's PIN?** The PIN is always checked on the server, and repeated wrong attempts lock it to stop brute-force guessing. In the console the PIN stays hidden: only the hotel's front desk and management can reveal it, and every reveal is logged. Guest actions are logged for audit. **Who can see what inside the hotel?** Access goes by department role: front desk, F&B, maintenance, housekeeping and management. Everyone sees what they need to do their job. ### No hotel sees another hotel's data Guests, tickets and bookings are filtered by hotel in the database itself. ### Each role sees what it needs Every team member with their role, and what the front desk can and can't see. Integration and PMS ## It works alongside what you already use Your sales channels and booking engine stay as they are. **How does Estevano connect to my PMS?** It connects with Oracle OPERA Cloud. Estevano reads in-house reservations and guest profiles from your PMS via OHIP and refreshes them every few minutes, so each request is tied to a real room and booking. Read-only and revocable at any time. Not on OPERA? Start without integration and check guests in from the console. For other PMSs, ask us. **What about my channels (OTAs, booking engine)?** Estevano doesn't touch the way you sell rooms. Your OTAs and booking engine stay exactly as they are. Estevano takes care of guests once they've booked, and of your hotel's day-to-day operations. **How does the hotel's information get in?** From the console itself: gallery, menus, opening hours, house rules and rooms. At the start you bring in the information from your website, and we can help you load it during setup if you like. ### Connected to Oracle OPERA Cloud The front desk sees every room with its guest, read from OPERA. Read-only and revocable. ### Bring in your website at the start At setup, you choose which sections of your website go into Estevano. White label ## Guests see your hotel's brand Your brand up front, Estevano underneath. **Will my guests see the Estevano brand?** It depends on the plan. With Essentials, your hotel's logo and name appear inside the Estevano app. With Pro, your brand and colors inside the Estevano app. With Enterprise, your hotel has its own branded app in the app stores. **Is Voice white-labeled too?** Yes. Estevano Voice can answer on your own number and under your own name. Estevano underneath, your brand in front. **Does it work for groups with several hotels?** Yes. Each hotel is an isolated instance with its own settings and its own data. Enterprise covers several hotels with data kept separate for each one, your own app in the app stores, a PMS integration built for you and PolarPuffin included. ### Your logo and your colors The guest chat in your hotel's colors, with Estevano underneath. Pricing and getting started ## How to get started Priced per room per month, live in days. **How is it rolled out?** In days, not months. We set your hotel up, you add your information, we generate the QR codes and the chat is ready. No IT project, no lengthy migration. **How do I get started?** Request the demo and you'll get into Hotel Aurora, our demo hotel, with the guest app and the console. Then we'll put together a proposal for your hotel. Or email us at hello@estevano.com. Pricing questions are on the Plans page. Essentials 01 Your logo and name inside the Estevano app. Pro 02 Your brand and colors inside the Estevano app. Enterprise 03 Your own branded app in the stores. Priced per room per month, based on the size of your hotel. ### All three plans run the same product What each one includes, on the Plans page. ### Live in days We set your hotel up, you add your information and we generate the QR codes. Next step ## We'll show you the rest in a demo Step into the demo hotel with the guest app and the console. --- # Estevano vs the rest · Compare URL: https://estevano.com/en/compare Estevano compared with traditional guest apps and booking chatbots. We compare kinds of tools, not brands. One request, three different tools A guest asks for two towels. The chatbot sends them to the front desk, the classic app hands them a form, and Estevano creates the ticket for Housekeeping. Chat and console ## What each tool actually does Estevano next to traditional guest apps and booking chatbots. Estevano compared with traditional guest apps and booking chatbots Capability Estevano Traditional guest apps Guest apps Booking chatbots Chatbots Understands requests and acts on them It doesn't just answer. It creates the request and follows it through. Yes No Partly Automatic tickets by department Yes No No A full console for your team Tickets, bookings, menus and analytics. Yes No No Built-in room service and bookings Yes Partly No Truly multilingual, no templates 6 languages in the app. The chat replies in the guest's own language. Yes Partly Partly Your brand, up to your own app From your logo inside Estevano to a branded app in the stores. Yes Partly No A hotel app with nothing to build Guests get in with the QR code in their room. Yes No No - Yes - Partly - No We compare categories, not brands. Partly means it only goes halfway, or that it depends on the product. ## Named comparisons - Compare Estevano vs HiJiffy Requests by department, voice, PMS and pricing, on what each one publishes. - Compare Estevano vs Canary Technologies A concierge for the stay and a platform for arrival and departure. - Compare Estevano vs Duve A concierge for the stay and a check-in and upselling platform. - Every yes, on screen - Estevano Voice Every yes, on screen ## See every yes in the product The same capabilities in the Estevano interface. Understands and acts ### Guests ask and it gets done Guests write the way they talk, in their own language, and the concierge answers or opens the request for the right team. By department ### Every request finds its team The concierge handles the questions. Every request goes straight to the right team, with its priority. Built-in bookings ### When a restaurant is full, it suggests another When a time is full, guests see other restaurants with tables that same day. Full console ### Every department's results Management sees each department's workload in the same console, and how it shifts month to month. Multilingual ### Every guest uses their own language The guest app and voice speak 6 languages. The team console runs in Spanish and English. Your brand, nothing to build ### The app carries your brand With your own app, notifications reach the guest's phone with your hotel's icon and name. Estevano Voice ## It does the same on the phone Set side by side with text-only chatbots and enterprise voice assistants. Estevano Voice compared with text-only chatbots and enterprise voice assistants Capability Estevano Voice Text-only chatbots Text only Enterprise voice assistants Enterprise voice A real phone voice Yes No Yes Takes real actions It goes beyond answering FAQs. Yes Partly Partly Verified guest identity Room number and PIN. Yes No No White label for every hotel Each hotel with its own name and its data kept apart. Yes Partly No - Yes - Partly - No Real actions ### The call ends in a ticket Before it acts, Estevano Voice checks the guest's room number and PIN. Then it opens the ticket for the right team. Real voice ### It picks up the hotel's phone Guests call the number they already know and Estevano Voice answers, using the name each hotel picks. In production ## Estevano already runs in real hotels Santo Domingo Bay uses it every day with its own app on the App Store. 800+ Requests in the last month at Santo Domingo Bay 5,000+ Messages in guest conversations in the last month at Santo Domingo Bay Production data for the last 30 days, as of 23 October 2026. ## Keep reading - Category A concierge that acts is not a chatbot that answers The real categories on the market, and where Estevano fits. - Channel Ordering hotel services on WhatsApp or in the app What WhatsApp gives you, where it falls short, and what an app under the hotel's brand adds. - Comparison Which chatbot does your hotel need? Some chatbots answer and some get things done. How to tell which one solves your problem. The demo ## Not just another guest app From the guest chat to the team console, the whole operation in one place. --- # Estevano vs HiJiffy · Compare URL: https://estevano.com/en/compare/estevano-vs-hijiffy Estevano and HiJiffy compared point by point on what each one publishes: languages, requests by department, voice, PMS and pricing. Two ways to serve guests with AI, compared on what each one publishes. In short HiJiffy is a guest communications platform for hotels and hotel groups that answers with AI across web chat, social media, WhatsApp and OTAs, and publishes starting prices based on the number of rooms. Estevano is an AI concierge for the stay that routes every guest request to the right department as a ticket, with room service and restaurant and spa bookings. Estevano also answers the phone with Estevano Voice and, on Enterprise, gives the hotel its own app in the stores. Updated on 23 October 2026 Point by point ## What each one does Estevano's side comes from the product in production and the other vendor's from its own website. Estevano and HiJiffy compared point by point What to check Estevano HiJiffy Guest languages Yes: 6 in the app; on voice, those the hotel picks Yes: Up to 132 by plan (3 on Basic) Routes each request to the right department Yes: Ticket with priority and status Yes: Assigns requests to the department Room service Yes: Menu, hours and order status Yes: As a request type Restaurant and spa bookings Yes: Inside the chat Yes: From the virtual concierge AI phone calls Yes: Estevano Voice, add-on in Essentials Not published: Voice notes; calls via its Bookline.ai integration WhatsApp Yes: Confirmations and notices; guests who write in get the app link Yes: On Premium; add-on on Pro Social media and OTA messages No Yes: Social media, Booking.com, Expedia and Airbnb Online check-in On request (custom integration) Add-on on Premium Guests get in without downloading anything Yes: From the room QR code or a link Yes: Web chat and messaging The hotel's own app in the stores Yes: On Enterprise Not published: Embeds in the hotel's app Oracle OPERA Cloud connection Yes: Read-only, via OHIP Yes: OPERA Cloud via OHIP Other PMSs No: Ask us; also works without integration Yes: 100+ integrations Prices published on its website No: Per room per month, in each proposal Yes: From, by number of rooms - Yes - No - Not published - Add-on Sources: hijiffy.com, Virtual Concierge, Channels, Integrations, Oracle (checked on 23-oct-2026), Bookline, Plans and pricing, checked on 14-oct-2026. "Not published" means its website did not say it on the day we checked, not that the product lacks it. Estevano's side comes from this website and the product. When to choose each ## When to choose each one It depends on what you want to solve first at your hotel. ### Choose Estevano if - You want every in-stay request to reach the right department as a ticket with a priority and a status, tracked by your team in one console. - You want the AI to answer the hotel's phone as well and get requests done. - You run Oracle OPERA Cloud and prefer a read-only connection, or you want an app under your hotel's brand and, on Enterprise, your own app in the stores. ### Choose HiJiffy if - You want one inbox for web chat, social media, WhatsApp, SMS, email and OTA messages. - You want an assistant that helps sell direct bookings from your website. - You need many languages in the chat and want to see starting prices before talking to sales. Questions ## Questions about Estevano and HiJiffy **What is the difference between Estevano and HiJiffy?** HiJiffy focuses on guest communication across many channels (web chat, social media, WhatsApp, SMS, email and OTAs) and on direct sales with its booking assistant. Estevano focuses on running the stay: every request reaches the right department as a ticket, with room service, restaurant and spa bookings, a console for the team and calls answered by Estevano Voice. **Do Estevano and HiJiffy answer phone calls?** Estevano does: Estevano Voice answers the hotel's phone in up to 6 languages, chosen by each hotel, and gets the guest's requests done. On its website, HiJiffy explains that its AI understands voice notes in messaging channels, and that phone calls are answered by the Bookline.ai voice assistant, integrated with HiJiffy (checked on 14-oct-2026). **Do HiJiffy and Estevano publish their prices?** HiJiffy publishes starting prices on its website, based on the number of rooms, with Basic, Pro, Premium and Enterprise plans. Estevano does not publish figures: its Essentials, Pro and Enterprise plans are priced per room per month based on the size of the hotel, with the figure set in each proposal. **Which PMSs do Estevano and HiJiffy connect to?** Estevano connects to Oracle OPERA Cloud via OHIP, read-only and revocable, and also works without integration; for other PMSs, ask. HiJiffy says on its website that it connects to Oracle OPERA Cloud via OHIP and has 100+ integrations; to see whether it covers your PMS, check its integrations page (checked on 23-oct-2026). ## More comparisons - Alternatives HiJiffy alternatives for hotels Estevano tops this list of six HiJiffy alternatives for hotels. - Compare Estevano vs Canary Technologies A concierge for the stay and a platform for arrival and departure, compared on what each one publishes. - Compare Estevano vs Duve A concierge for the stay and a check-in and upselling platform, compared on what each one publishes. - Compare Best digital concierge software for hotels in 2026 Seven tools compared on what each one publishes on its website. The demo ## See it with a sample hotel Step into the demo hotel as a guest and as the front desk, and compare it with what you use today. --- # Estevano vs Canary Technologies · Compare URL: https://estevano.com/en/compare/estevano-vs-canary Estevano and Canary Technologies compared point by point on what each one publishes: requests, voice, check-in, PMS and pricing. A concierge for the stay and a platform for arrival and departure, compared on what each one publishes. In short Canary Technologies is a guest management platform for hotels that covers arrival and departure (mobile check-in, kiosk, mobile keys, smart checkout) and adds messaging, upsells, digital tipping and AI voice, with custom pricing. Estevano is an AI concierge for the stay that routes every guest request to the right department as a ticket, with room service and restaurant and spa bookings. Both answer calls with AI; Estevano also gives the hotel its own app in the stores on Enterprise. Updated on 23 October 2026 Point by point ## What each one does Estevano's side comes from the product in production and the other vendor's from its own website. Estevano and Canary Technologies compared point by point What to check Estevano Canary Technologies Canary Guest languages Yes: 6 in the app; on voice, those the hotel picks Yes: Translation in 100+, on Advanced and Pro Routes each request to the right department Yes: Ticket with priority and status Yes: AI service ticket creation, on Advanced Room service Yes: Menu, hours and order status Yes: Mobile food and drink ordering Restaurant and spa bookings Yes: Inside the chat Not published AI phone calls Yes: Estevano Voice, add-on in Essentials Yes: AI Voice WhatsApp Yes: Confirmations and notices; guests who write in get the app link Yes: Alongside SMS Social media and OTA messages No Yes: OTAs, WeChat and LINE Online check-in On request (custom integration) Yes: Mobile, tablet and kiosk Guests get in without downloading anything Yes: From the room QR code or a link Yes: App-less messaging The hotel's own app in the stores Yes: On Enterprise Not published: Focuses on app-less messaging Oracle OPERA Cloud connection Yes: Read-only, via OHIP Yes: OPERA Cloud via OHIP, two-way Other PMSs No: Ask us; also works without integration Yes: Long list: protel, Mews, Cloudbeds and more Prices published on its website No: Per room per month, in each proposal No: Custom pricing - Yes - No - Not published - Add-on Sources: canarytechnologies.com, AI Voice, Guest Messaging, Integrations, Oracle OPERA (checked on 23-oct-2026), Pricing, checked on 14-oct-2026. "Not published" means its website did not say it on the day we checked, not that the product lacks it. Estevano's side comes from this website and the product. When to choose each ## When to choose each one It depends on what you want to solve first at your hotel. ### Choose Estevano if - Your main load is in-stay requests: you want each one to reach the right department as a ticket with a priority and a status. - You want room service and restaurant and spa bookings inside the guest chat, in 6 languages. - You run Oracle OPERA Cloud and prefer a read-only connection, or you want the app under your hotel's brand and, on Enterprise, your own app in the stores. ### Choose Canary Technologies if - You want to digitise arrival and departure: mobile check-in, tablet registration, kiosk, mobile keys and smart checkout. - You want to sell upgrades and take digital tips, with SMS and WhatsApp messaging and nothing for the guest to download. - You want AI voice that also books stays and changes reservations, and your PMS is on its integrations list. Questions ## Questions about Estevano and Canary Technologies **How do Estevano and Canary Technologies differ?** Canary Technologies covers the whole guest journey with an emphasis on arrival and departure: mobile check-in, kiosk, mobile keys, upsells, tipping and smart checkout. Estevano focuses on the stay: guests ask by chat or by phone and every request reaches the right department as a ticket, with room service and restaurant and spa bookings. **Do Canary Technologies and Estevano answer the phone with AI?** Yes, both do. According to its website, Canary AI Voice handles calls to book stays, change reservations, offer upgrades or route the call to your team. Estevano Voice answers the hotel's phone in up to 6 languages, chosen by each hotel, and turns the guest's requests into tickets for the right department. **Do guests need to download an app with Canary Technologies or Estevano?** Not with either. Canary builds its messaging around SMS and WhatsApp with no app. Estevano opens from the room QR code or a link with nothing to download, and on Enterprise the hotel also has its own app in the stores. **How do Canary Technologies and Estevano price their plans?** Neither publishes figures. Canary offers Core, Advanced and Pro plans with custom pricing. Estevano has Essentials, Pro and Enterprise plans priced per room per month based on the size of the hotel, with the figure set in each proposal. ## More comparisons - Compare Estevano vs HiJiffy Two ways to serve guests with AI, compared on what each one publishes. - Compare Estevano vs Duve A concierge for the stay and a check-in and upselling platform, compared on what each one publishes. - Compare Best digital concierge software for hotels in 2026 Seven tools compared on what each one publishes on its website. The demo ## See it with a sample hotel Step into the demo hotel as a guest and as the front desk, and compare it with what you use today. --- # Estevano vs Duve · Compare URL: https://estevano.com/en/compare/estevano-vs-duve Estevano and Duve compared point by point on what each one publishes: requests, voice, branded app, PMS and pricing. A concierge for the stay and a check-in and upselling platform, compared on what each one publishes. In short Duve is a guest experience platform with online check-in, a web app branded for the hotel, upselling and AI agents, and publishes prices from a minimum monthly package. Estevano is an AI concierge for the stay that routes every guest request to the right department as a ticket, with room service and restaurant and spa bookings. Estevano also answers the phone with Estevano Voice; the Duve pages we checked do not mention calls. Updated on 23 October 2026 Point by point ## What each one does Estevano's side comes from the product in production and the other vendor's from its own website. Estevano and Duve compared point by point What to check Estevano Duve Guest languages Yes: 6 in the app; on voice, those the hotel picks Yes: AI in 100+; auto translation in up to 20 Routes each request to the right department Yes: Ticket with priority and status Not published: Escalates to a team member Room service Yes: Menu, hours and order status Yes: Digital menus and ordering Restaurant and spa bookings Yes: Inside the chat Not published: Mentions spa booking in the app, no detail AI phone calls Yes: Estevano Voice, add-on in Essentials Not published WhatsApp Yes: Confirmations and notices; guests who write in get the app link Yes: At extra cost Social media and OTA messages No Yes: Airbnb and Booking.com Online check-in On request (custom integration) Yes: On every plan Guests get in without downloading anything Yes: From the room QR code or a link Yes: From a link or a QR code The hotel's own app in the stores Yes: On Enterprise Not published: Its app is web-based, no app store Oracle OPERA Cloud connection Yes: Read-only, via OHIP Yes: OPERA Cloud via OHIP, two-way Other PMSs No: Ask us; also works without integration Yes: Mews, protel, Cloudbeds, Apaleo and more Prices published on its website No: Per room per month, in each proposal Yes: Minimum package from 120 USD a month - Yes - No - Not published - Add-on Sources: duve.com, DuveAI, Guest app, Pricing, OPERA Cloud (checked on 23-oct-2026), checked on 14-oct-2026. "Not published" means its website did not say it on the day we checked, not that the product lacks it. Estevano's side comes from this website and the product. When to choose each ## When to choose each one It depends on what you want to solve first at your hotel. ### Choose Estevano if - You want every in-stay request to reach the right department as a ticket with a priority and a status, tracked by your team in one console. - You want restaurant and spa bookings inside the chat, and the AI to answer the hotel's phone too. - You run Oracle OPERA Cloud and prefer a read-only connection, or you want your own app in the stores on Enterprise. ### Choose Duve if - The first thing you want to solve is online check-in, with registration, ID and payment before arrival. - You want to sell upgrades using guest data and track how well they convert. - A branded web app is enough for you and you want to see prices before talking to sales. Questions ## Questions about Estevano and Duve **How do Estevano and Duve differ?** Duve focuses on online check-in, its branded web app and upselling, with AI agents that answer messages. Estevano focuses on running the stay: every request reaches the right department as a ticket, with room service, restaurant and spa bookings, a console for the team and calls answered by Estevano Voice. **Do the Duve and Estevano apps carry the hotel's brand?** Yes. Duve applies the hotel's logo, fonts and colours to its web app, which guests open from a link or a QR code with no app store. Estevano brands the app by plan: logo and name on Essentials, brand and colours on Pro, and the hotel's own app in the stores on Enterprise. **Do Duve or Estevano answer phone calls?** Estevano does, with Estevano Voice, which answers the hotel's phone in up to 6 languages and gets requests done; it can be added to any plan. The Duve pages we checked do not mention answering calls: its AI agents reply over WhatsApp, SMS, email, in-app chat and Airbnb and Booking.com messages (checked on 14-oct-2026). **How much do Duve and Estevano cost?** Duve publishes a minimum package of 120 USD a month on Basic, 150 on Pro and 200 on Premium, with Enterprise on request. Estevano does not publish figures: Essentials, Pro and Enterprise are priced per room per month based on the size of the hotel, with the figure set in each proposal. ## More comparisons - Alternatives Duve alternatives for hotels Estevano tops this list of six Duve alternatives for hotels. - Compare Estevano vs HiJiffy Two ways to serve guests with AI, compared on what each one publishes. - Compare Estevano vs Canary Technologies A concierge for the stay and a platform for arrival and departure, compared on what each one publishes. - Compare Best digital concierge software for hotels in 2026 Seven tools compared on what each one publishes on its website. The demo ## See it with a sample hotel Step into the demo hotel as a guest and as the front desk, and compare it with what you use today. --- # Duve alternatives for hotels · Estevano URL: https://estevano.com/en/compare/duve-alternatives Six Duve alternatives for hotels, based on what each one publishes on its own website and the date we checked it. Estevano tops this list of six Duve alternatives for hotels. In short This list covers six Duve alternatives for hotels: Estevano, Canary Technologies, HiJiffy, Akia, Mews and Asksuite. Estevano is our product and comes first. Everything about the others comes from their own website, linked next to each entry with the date we checked it, 23 October 2026. Updated on 23 October 2026 The list ## Six options for your hotel Estevano comes first because it is ours. The rest follow in order of how close they are to what you are replacing. - ### 1. Estevano An AI concierge for hotels: it looks after guests in their own language through the hotel's app, with nothing to download, and over the phone with Estevano Voice. Best for Hotels and resorts that want every in-stay request to reach the right department as a ticket with a priority and a status, with room service and restaurant and spa bookings inside the chat. Limitation It does not bring in messages from social media or OTAs, and the only PMS it connects to is Oracle OPERA Cloud; on any other PMS you start without integration. Pricing No amounts published: priced per room per month, set in each proposal. Source: this website and the product running in production. - ### 2. Canary Technologies A guest management platform for hotels that covers arrival, stay and departure, with messaging, upsells and AI voice. Best for Hotels that want to digitise arrival and departure (mobile check-in, kiosk, mobile key and smart checkout) and sell extras through messaging that needs no app download. Limitation The pages we checked do not cover restaurant or spa bookings inside the conversation. Pricing No amounts published: Core, Advanced and Pro plans with custom pricing. Source: canarytechnologies.com, AI Voice, Guest Messaging, Pricing, checked on 23-oct-2026. - ### 3. HiJiffy A guest communications platform for hotels and hotel groups, with an AI booking assistant and an AI virtual concierge. Best for Hotels and groups that want one inbox for web chat, social media, WhatsApp, SMS, email and OTA messages, with an assistant that helps close direct bookings. Limitation For phone calls, its website presents an integration with Bookline.ai, whose voice assistant answers them; WhatsApp comes with the Premium plan. Pricing Publishes starting prices, based on the number of rooms. Source: hijiffy.com, Virtual Concierge, Bookline, Plans and pricing, checked on 23-oct-2026. - ### 4. Akia An AI agent for hospitality that automates guest messaging and the phone, for hotels and vacation rentals. Best for Hotels and vacation rentals that want to automate messages and calls from one tool, with tasks for the team. Limitation Its AI Voice comes with the Max plan, according to its pricing page. Pricing No amounts published: Basic, Pro and Max plans on quote. Source: akia.com, AI Voice, Pricing, checked on 23-oct-2026. - ### 5. Mews A cloud PMS that calls itself the operating system for hotels, with check-in, messaging and upsells for guests. Best for Hotels changing PMS that want their guest tools from the same vendor. Limitation It is a PMS, not a digital concierge: the pages we checked do not cover room service or answering phone calls. Pricing Priced per room, with a quote for each hotel. Source: mews.com, Guest messaging, Pricing, checked on 23-oct-2026. - ### 6. Asksuite An AI and communication platform for hotels, with a booking assistant and an omnichannel inbox. Best for Hotels and chains whose main goal is more direct bookings from the website, WhatsApp and Instagram. Limitation The pages we checked do not cover room service or answering phone calls. Pricing No amounts published: pricing depends on each hotel's needs. Source: asksuite.com, Integrations, checked on 23-oct-2026. Point by point ## What each one publishes The rows are the same as in the one-to-one comparisons. Estevano, Duve and other alternatives compared point by point, based on each vendor's website as checked on 23-oct-2026 What to look at Estevano Duve Canary Technologies HiJiffy Guest languages Yes: 6 in the app; on voice, those the hotel picks Yes: AI in 100+; auto translation in up to 20 Yes: Translation in 100+, on Advanced and Pro Yes: Up to 132 by plan (3 on Basic) Routes each request to the right department Yes: Ticket with priority and status Not published: Escalates to a team member Yes: AI service ticket creation, on Advanced Yes: Assigns requests to the department Room service Yes: Menu, hours and order status Yes: Digital menus and ordering Yes: Mobile food and drink ordering Yes: As a request type Restaurant and spa bookings Yes: Inside the chat Not published: Mentions spa booking in the app, no detail Not published Yes: From the virtual concierge AI phone calls Yes: Estevano Voice, add-on in Essentials Not published Yes: AI Voice Not published: Voice notes; calls via its Bookline.ai integration WhatsApp Yes: Confirmations and notices; guests who write in get the app link Yes: At extra cost Yes: Alongside SMS Yes: On Premium; add-on on Pro Social media and OTA messages No Yes: Airbnb and Booking.com Yes: OTAs, WeChat and LINE Yes: Social media, Booking.com, Expedia and Airbnb Online check-in On request (custom integration) Yes: On every plan Yes: Mobile, tablet and kiosk Add-on on Premium Guests get in without downloading anything Yes: From the room QR code or a link Yes: From a link or a QR code Yes: App-less messaging Yes: Web chat and messaging The hotel's own app in the stores Yes: On Enterprise Not published: Its app is web-based, no app store Not published: Focuses on app-less messaging Not published: Embeds in the hotel's app Oracle OPERA Cloud connection Yes: Read-only, via OHIP Yes: OPERA Cloud via OHIP, two-way Yes: OPERA Cloud via OHIP, two-way Yes: OPERA Cloud via OHIP Other PMSs No: Ask us; also works without integration Yes: Mews, protel, Cloudbeds, Apaleo and more Yes: Long list: protel, Mews, Cloudbeds and more Yes: 100+ integrations - Yes - No - Not published - Add-on Akia, Mews and Asksuite have no one-to-one comparison: you will find them in the list above and in the guide to the best digital concierge software. Resorts ## For a resort with several outlets Each outlet has its own menu and opening hours, and every order has to reach the right team. - ### Estevano Each outlet has its own menu and opening hours, room service and restaurant and spa bookings happen inside the chat, and every request reaches the right department as a ticket. This is how Santo Domingo Bay, in the Dominican Republic, runs. - ### Duve Its app offers digital menus and mobile ordering, for places such as the pool bar, room service or the lobby café. - ### Canary Technologies Publishes mobile food and beverage ordering. - ### HiJiffy Its virtual concierge takes room service requests and restaurant and spa treatment bookings, and assigns them to the right department. Questions ## Questions about Duve alternatives **What are the alternatives to Duve for a hotel?** This list has six: Estevano, Canary Technologies, HiJiffy, Akia, Mews and Asksuite. Estevano is our product and focuses on in-stay requests. Canary covers arrival and departure, HiJiffy and Asksuite bring messages from many channels together, Akia automates messaging and the phone, and Mews is a PMS with guest tools. **Which Duve alternatives answer phone calls?** Estevano, with Estevano Voice, which answers the hotel's phone in up to 6 languages and gets guests' requests done. According to their websites, Canary answers calls with AI Voice, Akia with AI Voice on its Max plan, and HiJiffy with Bookline.ai's voice assistant integrated. The Duve pages we checked on 23-oct-2026 do not cover calls. **Which Duve alternative suits a resort with several restaurants?** Estevano handles each outlet with its own menu and opening hours, runs room service and restaurant and spa bookings inside the chat, and sends every request to the right department as a ticket. Duve publishes digital menus and mobile ordering for places such as the pool bar or the lobby café. **Are there Duve alternatives that connect to Oracle OPERA Cloud?** Yes. Estevano connects to Oracle OPERA Cloud via OHIP, read-only and revocable. Canary and HiJiffy also publish an OPERA Cloud integration via OHIP, and Akia lists Oracle Opera among its integrations. Duve publishes its own, two-way. ## Keep comparing - Compare Estevano vs Duve The one-to-one comparison, with sources. - Alternatives HiJiffy alternatives for hotels Estevano tops this list of six HiJiffy alternatives for hotels. - Compare Best digital concierge software for hotels in 2026 Seven tools compared on what each one publishes on its website. The demo ## See it with a sample hotel Step into the demo hotel as a guest and as the front desk, and compare it with what you use today. --- # HiJiffy alternatives for hotels · Estevano URL: https://estevano.com/en/compare/hijiffy-alternatives Six HiJiffy alternatives for hotels, based on what each one publishes on its own website and the date we checked it. Estevano tops this list of six HiJiffy alternatives for hotels. In short This list covers six HiJiffy alternatives for hotels: Estevano, Asksuite, Canary Technologies, Duve, Akia and Mews. Estevano is our product and comes first. Everything about the others comes from their own website, linked next to each entry with the date we checked it, 23 October 2026. Updated on 23 October 2026 The list ## Six options for your hotel Estevano comes first because it is ours. The rest follow in order of how close they are to what you are replacing. - ### 1. Estevano An AI concierge for hotels: it looks after guests in their own language through the hotel's app, with nothing to download, and over the phone with Estevano Voice. Best for Hotels and resorts that want every in-stay request to reach the right department as a ticket with a priority and a status, with room service and restaurant and spa bookings inside the chat. Limitation It does not bring in messages from social media or OTAs, and the only PMS it connects to is Oracle OPERA Cloud; on any other PMS you start without integration. Pricing No amounts published: priced per room per month, set in each proposal. Source: this website and the product running in production. - ### 2. Asksuite An AI and communication platform for hotels, with a booking assistant and an omnichannel inbox. Best for Hotels and chains whose main goal is more direct bookings from the website, WhatsApp and Instagram. Limitation The pages we checked do not cover room service or answering phone calls. Pricing No amounts published: pricing depends on each hotel's needs. Source: asksuite.com, Integrations, checked on 23-oct-2026. - ### 3. Canary Technologies A guest management platform for hotels that covers arrival, stay and departure, with messaging, upsells and AI voice. Best for Hotels that want to digitise arrival and departure (mobile check-in, kiosk, mobile key and smart checkout) and sell extras through messaging that needs no app download. Limitation The pages we checked do not cover restaurant or spa bookings inside the conversation. Pricing No amounts published: Core, Advanced and Pro plans with custom pricing. Source: canarytechnologies.com, AI Voice, Guest Messaging, Pricing, checked on 23-oct-2026. - ### 4. Duve A unified guest experience platform for hotels, with online check-in, a web app branded for the hotel, upsells and AI agents. Best for Hotels that want online check-in, a branded web app and upselling in one tool. Limitation The pages we checked do not cover answering phone calls, and its app is a web app, not in the app stores. Pricing Publishes prices from a minimum monthly package. Source: duve.com, DuveAI, Guest app, Pricing, checked on 23-oct-2026. - ### 5. Akia An AI agent for hospitality that automates guest messaging and the phone, for hotels and vacation rentals. Best for Hotels and vacation rentals that want to automate messages and calls from one tool, with tasks for the team. Limitation Its AI Voice comes with the Max plan, according to its pricing page. Pricing No amounts published: Basic, Pro and Max plans on quote. Source: akia.com, AI Voice, Pricing, checked on 23-oct-2026. - ### 6. Mews A cloud PMS that calls itself the operating system for hotels, with check-in, messaging and upsells for guests. Best for Hotels changing PMS that want their guest tools from the same vendor. Limitation It is a PMS, not a digital concierge: the pages we checked do not cover room service or answering phone calls. Pricing Priced per room, with a quote for each hotel. Source: mews.com, Guest messaging, Pricing, checked on 23-oct-2026. Point by point ## What each one publishes The rows are the same as in the one-to-one comparisons. Estevano, HiJiffy and other alternatives compared point by point, based on each vendor's website as checked on 23-oct-2026 What to look at Estevano HiJiffy Canary Technologies Duve Guest languages Yes: 6 in the app; on voice, those the hotel picks Yes: Up to 132 by plan (3 on Basic) Yes: Translation in 100+, on Advanced and Pro Yes: AI in 100+; auto translation in up to 20 Routes each request to the right department Yes: Ticket with priority and status Yes: Assigns requests to the department Yes: AI service ticket creation, on Advanced Not published: Escalates to a team member Room service Yes: Menu, hours and order status Yes: As a request type Yes: Mobile food and drink ordering Yes: Digital menus and ordering Restaurant and spa bookings Yes: Inside the chat Yes: From the virtual concierge Not published Not published: Mentions spa booking in the app, no detail AI phone calls Yes: Estevano Voice, add-on in Essentials Not published: Voice notes; calls via its Bookline.ai integration Yes: AI Voice Not published WhatsApp Yes: Confirmations and notices; guests who write in get the app link Yes: On Premium; add-on on Pro Yes: Alongside SMS Yes: At extra cost Social media and OTA messages No Yes: Social media, Booking.com, Expedia and Airbnb Yes: OTAs, WeChat and LINE Yes: Airbnb and Booking.com Online check-in On request (custom integration) Add-on on Premium Yes: Mobile, tablet and kiosk Yes: On every plan Guests get in without downloading anything Yes: From the room QR code or a link Yes: Web chat and messaging Yes: App-less messaging Yes: From a link or a QR code The hotel's own app in the stores Yes: On Enterprise Not published: Embeds in the hotel's app Not published: Focuses on app-less messaging Not published: Its app is web-based, no app store Oracle OPERA Cloud connection Yes: Read-only, via OHIP Yes: OPERA Cloud via OHIP Yes: OPERA Cloud via OHIP, two-way Yes: OPERA Cloud via OHIP, two-way Other PMSs No: Ask us; also works without integration Yes: 100+ integrations Yes: Long list: protel, Mews, Cloudbeds and more Yes: Mews, protel, Cloudbeds, Apaleo and more - Yes - No - Not published - Add-on Akia, Mews and Asksuite have no one-to-one comparison: you will find them in the list above and in the guide to the best digital concierge software. Resorts ## For a resort with several outlets Each outlet has its own menu and opening hours, and every order has to reach the right team. - ### Estevano Each outlet has its own menu and opening hours, room service and restaurant and spa bookings happen inside the chat, and every request reaches the right department as a ticket. This is how Santo Domingo Bay, in the Dominican Republic, runs. - ### HiJiffy Its virtual concierge takes room service requests and restaurant and spa treatment bookings, and assigns them to the right department. - ### Canary Technologies Publishes mobile food and beverage ordering. - ### Duve Its app offers digital menus and mobile ordering, for places such as the pool bar, room service or the lobby café. Questions ## Questions about HiJiffy alternatives **What are the alternatives to HiJiffy for a hotel?** This list has six: Estevano, Asksuite, Canary Technologies, Duve, Akia and Mews. Estevano is our product and focuses on in-stay requests. Asksuite focuses on direct bookings, Canary on arrival and departure, Duve on online check-in and its web app, Akia automates messaging and the phone, and Mews is a PMS with guest tools. **Which HiJiffy alternatives answer the phone with their own AI voice?** Estevano, with Estevano Voice, which answers the hotel's phone in up to 6 languages and gets guests' requests done. According to their websites, Canary has AI Voice and Akia has AI Voice on its Max plan. HiJiffy presents an integration with Bookline.ai on its website, whose voice assistant answers calls (checked on 23-oct-2026). **Which HiJiffy alternative handles in-stay requests?** Estevano sends every guest request to the right department as a ticket with a priority and a status, and the team follows it from a console. According to their websites, Canary creates AI service tickets on its Advanced plan and Akia creates tasks for the team. HiJiffy also says it assigns requests to the right department. **Which HiJiffy alternatives publish their prices?** In this list, Duve publishes prices from a minimum monthly package, just as HiJiffy publishes starting prices. Canary, Akia and Asksuite publish no amounts, and Mews prices per room with a quote for each hotel. Estevano publishes no amounts either: it is priced per room per month, set in each proposal. ## Keep comparing - Compare Estevano vs HiJiffy The one-to-one comparison, with sources. - Alternatives Duve alternatives for hotels Estevano tops this list of six Duve alternatives for hotels. - Compare Best digital concierge software for hotels in 2026 Seven tools compared on what each one publishes on its website. The demo ## See it with a sample hotel Step into the demo hotel as a guest and as the front desk, and compare it with what you use today. --- # Best AI concierge software for hotels in 2026 · Estevano URL: https://estevano.com/en/resources/best-digital-concierge-software-hotels-2026 Estevano, HiJiffy, Canary Technologies, Duve, Akia, Asksuite and Mews, compared on what each one publishes on its own website. This guide compares Estevano with six other tools that serve hotel guests with AI. Estevano 14 October 2026 Updated on 23 October 2026 11 min read This guide compares seven tools that hotels in Spain and elsewhere look at when they want an AI digital concierge: Estevano, HiJiffy, Canary Technologies, Duve, Akia, Asksuite and Mews. Estevano is our product and comes first. For the others, everything here comes from their own website, linked next to each entry with the date we checked it. When a website does not say something, the final table reads "Not published", not "No". This guide is ours. It is written by the Estevano team, and Estevano is one of the seven tools it compares. What we say about Estevano comes from the product running in production; everything about the others comes only from their own website, checked on 23 October 2026. ## What to look at before you choose Eight questions separate a tool that answers from one that runs the hotel: - Languages. How many, and where: in the chat, on the phone and in the team console. - Requests to the right department. Whether a request ends as an answer or reaches the right team as a task with a priority and a status. - Bookings. Whether guests can book a table, the spa or an experience inside the conversation. - Room service. Menu, opening hours and order status in front of the guest. - Voice. Whether it answers the hotel's phone or only written messages. - An app under your brand. Your logo and colours, or your own app in the stores. - PMS. Which one it connects to, and whether it reads from it or writes to it. - Pricing model. Whether it publishes prices and what unit it charges by. ## Estevano What it is. Estevano is an AI concierge for hotels. It looks after guests in their own language through the hotel's guest app, opened from a QR code in the room with nothing to download, and over the phone with Estevano Voice. Every request that needs a person reaches the right department as a ticket with a priority and a status. Who it suits. Hotels and resorts that want in-stay requests carried out, not just answered, and want the app under their own brand. It runs in production at Santo Domingo Bay, in the Dominican Republic, with its own app on the App Store. What it includes. - An AI chat in 6 languages in the guest app, replying in the language the guest writes in. - Room service with its menu and hours, and restaurant and spa bookings inside the chat. - A console for the team with tickets by department, priorities and alerts on their phones. - Estevano Voice for the phone, in up to 6 languages chosen by each hotel: an add-on in Essentials, with minutes included in Pro and Enterprise. - Confirmations and notices by WhatsApp and email. Guests who write to the hotel on WhatsApp get the link to the app to carry on there. - A read-only, revocable connection to Oracle OPERA Cloud via OHIP. Not on OPERA? Start without integration; for other PMSs, ask us. Who else connects to OPERA Cloud. - Essentials, Pro and Enterprise plans, priced per room per month, with the figure set in each proposal. Enterprise gives the hotel its own app in the stores. See the plans. ## HiJiffy What it is. HiJiffy describes itself as a guest communications platform for hotels and hotel groups, with its own AI called Aplysia. Who it suits. Groups and hotels that want one inbox for web chat, social media, WhatsApp, SMS, email and OTA messages, and an assistant that helps close the direct booking. What it includes. - A booking assistant for the website and a virtual concierge that, according to its website, assigns in-stay requests to the right department, room service included. - Restaurant reservations and spa treatment bookings from the concierge. - Up to 132 languages depending on the plan, with 3 on the Basic plan. - It understands voice notes in its messaging channels. For phone calls, its website presents an integration with Bookline.ai, whose voice assistant answers them. - Check-in and upselling as add-ons on the Premium plan. - An Oracle OPERA Cloud integration via OHIP that uses reservation data to message guests. - Published starting prices, based on the number of rooms, with Basic, Pro, Premium and Enterprise plans. Source: hijiffy.com, Virtual Concierge, Channels, Bookline, Oracle and Plans and pricing, checked on 23-oct-2026. Estevano vs HiJiffy · HiJiffy alternatives for hotels. ## Canary Technologies What it is. Canary Technologies is a guest management platform for hotels covering arrival, stay and departure, with an AI line it calls Canary AI. Who it suits. Independent, franchise and group hotels that want to digitise guest arrival and departure and sell upgrades, with messaging that needs no app download. What it includes. - Mobile check-in, tablet registration, a self-service kiosk, mobile keys and smart checkout. - Messaging over SMS and WhatsApp, with an inbox that also brings in OTAs, WeChat, LINE and email. - AI messaging responses, AI service ticket creation and translation in 100+ languages on the Advanced plan. - AI Voice, which according to its website handles calls to book stays, change reservations, offer upgrades or route the call to your team. - Mobile food and drink ordering, upsells, digital tipping and a digital hotel compendium. - A two-way Oracle OPERA Cloud integration via OHIP. Its integrations page also lists protel, Mews and Cloudbeds, among many others. - Core, Advanced and Pro plans with custom pricing; it does not publish prices. Source: canarytechnologies.com, AI Voice, Guest Messaging, Oracle OPERA and Pricing, checked on 23-oct-2026. Estevano vs Canary. ## Duve What it is. Duve describes itself as a unified guest experience platform for hotels. Who it suits. Hotels that want online check-in, a web app branded for the hotel and upselling in the same tool. What it includes. - Online check-in on every plan, with registration, ID and payment from the guest's phone. - A web app with the hotel's logo, fonts and colours, opened from a link or a QR code with no app store. - Digital menus and mobile ordering, for example for room service or the pool bar. - AI agents that reply in 100+ languages over WhatsApp, SMS, email, in-app chat and Airbnb and Booking.com messages, and hand over to a person what they do not know. - The pages we checked do not mention answering phone calls. - A two-way Oracle OPERA Cloud integration via OHIP. - Published prices: a minimum package of 120 USD a month on Basic, 150 on Pro and 200 on Premium; Enterprise on request. Source: duve.com, DuveAI, Guest app, Pricing and OPERA Cloud, checked on 23-oct-2026. Estevano vs Duve · Duve alternatives for hotels. ## Akia What it is. Akia describes itself as an AI agent for hospitality and a guest experience platform, for hotels and vacation rentals. Who it suits. Hotels and vacation rentals that want to automate messages and phone calls from one tool, with tasks for the team. What it includes. - A shared inbox for SMS, email, web chat, OTAs, WhatsApp and social media. - AI Voice, on its Max plan, which according to its website transfers calls to the front desk, maintenance or housekeeping with a summary, books rooms and takes payment during the call. - Mini apps inside the chat with no download: check-in, arrival guides, tipping and menus. - Tasks and team chat, plus custom procedures the hotel writes for its AI. - Its website lists integrations with Oracle Opera, Mews, Cloudbeds, Apaleo and StayNTouch, among others. - Basic, Pro and Max plans, priced by quote. Source: akia.com, AI Voice and Pricing, checked on 23-oct-2026. ## Asksuite What it is. Asksuite describes itself as an AI and communication platform for hotels, with a booking assistant called Sophia AI. Who it suits. Hotels and chains whose main goal is selling more direct bookings from the website, WhatsApp and Instagram. Its website puts the focus on sales more than on the stay. What it includes. - An omnichannel inbox with WhatsApp, Instagram, Facebook Messenger, email and web chat. - 50+ languages, according to the FAQ on its home page, with replies in text or audio. - WhatsApp campaigns and agents for check-in and check-out messages, booking confirmations, surveys and abandoned bookings. - More than 400 booking engines connected. It mentions PMS integration, but its integrations page does not name any. - The pages we checked do not mention room service or answering phone calls. - Pricing depends on the hotel's needs, with no published prices. Source: asksuite.com and Integrations, checked on 23-oct-2026. ## Mews What it is. Mews is a cloud PMS that describes itself as an operating system for hotels, with POS, payments, revenue management, a channel manager and a booking engine on the same platform. It is not a digital concierge: it is the hotel's management system, with features for guests. Who it suits. Hotels and groups changing PMS that want their guest tools from the same vendor. What it includes. - Guest self check-in, kiosks and digital keys. - Messaging over SMS, WhatsApp, its guest portal, Booking.com and Expedia, with replies suggested by its AI that the team reviews before sending. - Its AI can also create tasks for the team from messages. - Upsells, plus bookable spaces and amenities as an add-on. - The pages we checked do not mention a digital concierge or room service. - Per-room pricing, with a tailored quote. Source: mews.com, Guest messaging and Pricing, checked on 23-oct-2026. ## What to look at if your hotel is in Spain On top of the eight criteria above, these four also count for a hotel in Spain: - The company. Estevano belongs to ESTEVANO Hotels S.L., a Spanish company. - The data. Estevano's data is hosted in the EU, under the GDPR. Ask every vendor where it stores your guests' data. - The guest's language. Spanish is one of the 6 languages of Estevano's guest app, which replies in the language the guest writes in. - The team's language. Estevano's console is in Spanish and English. ## How we made this guide Estevano is our product: what we say about it comes from what runs in production. For the others we only used their own website, checked on 23 October 2026, with no reviews or opinions. We review it every quarter. If you work at one of these vendors and something has changed, write to us at hello@estevano.com and we will fix it. To compare by kind of tool rather than by brand, see the comparison; to see a live deployment, the Santo Domingo Bay case. ## All seven in one table The table below sums up each entry. "Not published" means the vendor's website did not say it on the day we checked, not that the product lacks it. Before you decide, ask each vendor about what matters to you. The seven digital concierge tools compared by criterion, based on each vendor's website as checked on 23-oct-2026 Criterion Estevano HiJiffy Canary Duve Akia Asksuite Mews Languages Yes: 6 in the app; on voice, per hotel Yes: Up to 132 by plan Yes: Translation in 100+ Yes: AI in 100+ Not published Yes: 50+ Not published Requests to the right department Yes: Ticket with priority and status Yes: Assigns to the department Yes: AI service tickets Not published: Escalates to a person Yes: Tasks and calls by department Not published Not published: Creates tasks from messages Restaurant and spa bookings Yes Yes Not published Not published: Mentions spa booking Not published Not published: Focused on room bookings Not published: Bookable services such as parking, add-on Room service Yes: Menu, hours and status Yes: As a request type Yes: Food and drink ordering Yes: Menus and ordering Not published Not published Not published AI phone calls Yes: Estevano Voice Not published: Voice notes; calls via Bookline.ai Yes: AI Voice Not published Yes: On the Max plan Not published: Audio in chat Not published App under the hotel's brand Yes: By plan; own app on Enterprise Not published: Embeds in the hotel's app Not published: App-less messaging Yes: Branded web app Not published Not published Not published PMS Yes: Oracle OPERA Cloud, read-only Yes: OPERA Cloud via OHIP; 100+ integrations Yes: OPERA Cloud via OHIP, two-way Yes: OPERA Cloud via OHIP, two-way Yes: Lists Oracle Opera Not published: Mentions PMS, names none Yes: It is the PMS Published prices No: Per room per month, in the proposal Yes: From, by number of rooms No: Custom Yes: From 120 USD a month No: By quote No: Depends on the hotel No: Per room, by quote - Yes - No - Not published - Add-on ## Frequently asked questions **Who made this digital concierge guide?** The Estevano team, and Estevano is one of the seven tools it compares and comes first. What we say about Estevano comes from the product running in production; everything about the others comes only from their own website, checked on 23-oct-2026, with no reviews or opinions. We review it every quarter. **Which AI digital concierge suits a hotel in Spain?** It depends on what you want to solve first, which is why the guide compares by criteria. If working with a Spanish company matters to you, Estevano belongs to ESTEVANO Hotels S.L., hosts its data in the EU, serves guests in Spanish among its 6 languages and has a team console in Spanish and English. **Which of these digital concierge tools answer phone calls?** According to their websites, Estevano with Estevano Voice, Canary with AI Voice and Akia with AI Voice on its Max plan. HiJiffy presents an integration with Bookline.ai, whose voice assistant answers calls. The Duve, Asksuite and Mews pages we checked do not cover answering calls. **Which of these digital concierge tools connect to Oracle OPERA Cloud?** Estevano, read-only through OHIP. Canary, Duve and HiJiffy publish an OPERA Cloud integration through OHIP, and Akia lists Oracle Opera among its integrations. Asksuite mentions PMS integration without naming any, and Mews is a PMS. ## Keep reading - Comparison Digital concierge software for hotels What it solves and which modules matter before you sign with a vendor. - Category A concierge that acts is not a chatbot that answers The real categories on the market, and where Estevano fits. - Integration Estevano does not replace your PMS What each one does, and how they work side by side every day. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Resources · Estevano URL: https://estevano.com/en/resources Guides for hoteliers on AI concierge, voice reception and daily operations. What we learn from the product in production. - Featured - Choosing software - Guest channels - Operations - Revenue and data Featured ## Three guides to start with Each guide shows, right next to the text, how it looks in Estevano. Product ### A hotel guest app with nothing to download Why app-store apps rarely get installed, and how guests get in by scanning the QR code in their room. Experience ### Serve every guest in their own language Translating is not understanding. How multilingual service works in chat and on the phone. Resort ### Room service at an all-inclusive How to show what the board includes and what costs extra. All guides By topic 23 guides to help you choose well. ## Choosing software - ### Digital concierge software for hotels What it solves and which modules matter before you sign with a vendor. 8 June 2026 - ### Which chatbot does your hotel need? Some chatbots answer and some get things done. How to tell which one solves your problem. 8 June 2026 - ### A concierge that acts is not a chatbot that answers The real categories on the market, and where Estevano fits. 8 June 2026 - ### Estevano does not replace your PMS What each one does, and how they work side by side every day. 8 June 2026 - ### Ordering hotel services on WhatsApp or in the app What WhatsApp gives you, where it falls short, and what an app under the hotel's brand adds. 9 June 2026 - ### Boutique hotel or chain Each needs something different from its guest software. How to choose. 9 June 2026 - ### Best digital concierge software for hotels in 2026 Estevano, HiJiffy, Canary Technologies, Duve, Akia, Asksuite and Mews, compared on what each one publishes on its own website. 14 October 2026 - ### Guest messaging platforms that connect to Oracle OPERA Cloud Estevano, Canary, Duve and HiJiffy publish an OPERA Cloud connection via OHIP, and they do not all do the same with your data. 23 October 2026 - ### Digital concierge for hotels in the Dominican Republic Estevano runs in the Dominican Republic: Santo Domingo Bay uses it every day with its own app on the App Store. 23 October 2026 ## Guest channels - ### A hotel guest app with nothing to download Why app-store apps rarely get installed, and how guests get in by scanning the QR code in their room. 8 June 2026 - ### An AI receptionist that answers the phone The phone still rings. What changes when the voice on the line can act, not just inform. 8 June 2026 - ### Stop losing bookings to unanswered calls What a missed call really costs, and how to cover the phone without cutting staff. 8 June 2026 - ### Serve every guest in their own language Translating is not understanding. How multilingual service works in chat and on the phone. 8 June 2026 - ### Room service and restaurant bookings from a QR code Guests scan the QR code in their room to order room service or book a table, with nothing to download. 23 October 2026 - ### How to cut calls to the front desk Calls drop when guests have somewhere else to ask and order. Estevano Voice picks up the ones that still come in. 23 October 2026 ## Operations - ### AI does not replace your team What AI takes off their plate, and what stays with people. 9 June 2026 - ### Digital check-in without the queue How to speed up arrival without losing the human touch or replacing your PMS. 9 June 2026 - ### Room service at an all-inclusive How to show what the board includes and what costs extra. 9 June 2026 - ### An AI concierge that opens housekeeping and maintenance tickets When a guest reports a problem, Estevano opens a ticket for the right department and alerts the team on their phones. 23 October 2026 ## Revenue and data - ### GDPR-compliant guest messaging for European hotels Which guest data is sensitive, and how hotel software should protect it. 8 June 2026 - ### More revenue per guest without the hard sell Why leaflet upselling fails, and how to sell at the moment the guest asks. 8 June 2026 - ### Good reviews are earned during the stay Asking at checkout doesn't work. Solving things well while the guest is still with you does. 9 June 2026 - ### How to measure the ROI of a digital concierge The levers you can actually measure, and how to set a baseline. 9 June 2026 ## Rather see it working? Estevano runs every day in real hotels. See it working in the demo. --- # Digital concierge software for hotels · Estevano URL: https://estevano.com/en/resources/digital-concierge-software-hotels What it solves and which modules matter before you sign with a vendor. A guide to what you're actually buying when a vendor says digital concierge. Estevano 8 June 2026 Updated on 23 October 2026 7 min read "Digital concierge software" is one of those terms that can mean almost anything today, from a chatbot bolted onto the hotel website to a platform that runs a resort's daily operations. The confusion is expensive: hotels sign up thinking they're buying operations and end up with a widget that tells guests the opening hours. This guide tries to bring some order, without selling you anything. ## What digital concierge software is It's the piece that connects guests with the hotel's operations without going through the front desk. Put simply: the guest asks, orders, books or complains; the system understands, decides and creates the right task in the right department. What a classic concierge did, in the guest's own language, with a record of everything. There are three ways to do it: a chatbot that informs (it answers but doesn't act), an AI concierge that acts (bookings, room service, tickets) and a full platform that also includes the team console, voice and the hotel's brand. The difference isn't cosmetic. It's how far the system goes before anyone at the hotel has to step in. Same question: a chatbot sends the guest to the front desk, a concierge books the massage. ## The modules that really matter ### AI chat The brain. It talks to guests in their language, keeps the context, tells a question from a request and decides whether to act or answer. What counts isn't how nicely it writes. It's knowing when to open a ticket, when to confirm a booking and when to hand over to a person. ### Room service and requests A menu the team edits, real opening hours, a verified room and order status the guest can see. If every menu change means a request to IT, it isn't operations. It's a mock-up. ### Restaurant, spa and experience bookings Real capacity, time slots per venue and rules per day. The booking starts wherever the guest is (app, chat or voice) and shows up ready-made in the team console, with nothing to retype. - A room service order from the basket to In preparation. - A table at La Terraza at 8:30 pm for two, inside the chat. ### Voice The layer many hotels discover late. An AI voice receptionist picks up the phone, handles calls in up to 6 languages (each hotel chooses which) and carries out the same actions as the app. It doesn't replace the team. It replaces the phone that rings with nobody to answer it. ### Team console and tickets The back office. Everything guests ask for ends up here: tickets routed by department, priorities, alerts to the manager's phone and a full history. A good console is the end of sticky notes. - A call in progress: Estevano listens and replies. - A request lands in New, its ring turns amber and it moves to In progress. ### The hotel's brand The app belongs to the hotel, not the vendor: its logo and colors, or its own app under its own name in the stores. Before signing, check what level of branding each plan gives you and which one puts the hotel's own app in the stores. See the three brand levels. The same app wearing four different hotels' brands; pick one to see it. ## What to ask about security and GDPR - Isolation per hotel. On a platform with many hotels, none should ever see another's data. That's solved in the database, not on screen. - The PIN lives on the server. If guests sign in with a PIN, it should be checked on the server, never on the phone, and staff shouldn't be able to see it without leaving a record. - Only the personal data you need. Name and room are usually enough. Email only when it's needed. Ask about the retention policy. - Hosting in the EU if your hotel is in the EU, with documented sub-processors. - An action log. Every action taken should be recorded: who, when and from which channel. ## How to choose without getting it wrong Ask yourself these five questions before you sign: - Does it act or just inform? If it only answers, it's a chatbot. Useful, but not a concierge. - Does it cover the phone? Without voice, one of your main channels stays outside the system. - Can you edit the menu and information without IT? If every change is a ticket to the vendor, it isn't operations. - Is the brand really the hotel's? Check what level of branding each plan gives you: logo, colors, the "powered by" and which plan gets the hotel its own app in the stores. Estevano's brand levels. - Does it force you to touch the PMS? A good concierge works alongside it and doesn't make you replace anything that already works. Estevano reads from Oracle OPERA Cloud, read-only, and it also works with no integration at all. ## When it makes sense for your hotel If your team spends the day firefighting across different channels (WhatsApp, calls, the front desk, paper), if requests get lost at night or if international guests can't find anyone to talk to at 11 pm, a digital concierge platform stops being a nice-to-have. It's the difference between running the hotel and reacting to it. To see a real deployment, read the Santo Domingo Bay case, a resort in the Dominican Republic that runs on Estevano every day. For exactly what's included, the product page goes module by module. And the plans are priced per room per month, based on the size of the hotel. Whatever arrives through the app, the chat or the phone becomes a ticket in the right department. How it looks in Estevano The guest asks for towels in the chat and Estevano alerts Housekeeping with a live request. ## Keep reading - Comparison Which chatbot does your hotel need? Some chatbots answer and some get things done. How to tell which one solves your problem. - Segment Boutique hotel or chain Each needs something different from its guest software. How to choose. - Security GDPR-compliant guest messaging for European hotels Which guest data is sensitive, and how hotel software should protect it. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # A hotel guest app with nothing to download · Estevano URL: https://estevano.com/en/resources/guest-app-no-download-qr Why app-store apps rarely get installed, and how guests get in by scanning the QR code in their room. With Estevano, guests open the hotel's app by scanning the QR code in their room with no app store involved. Estevano 8 June 2026 Updated on 23 October 2026 5 min read Guests don't download hotel apps. Nobody is going to open the store, search for the hotel's name, wait for the download, sign up with an email and come back three days later. The gap between "we want an app" and "guests actually use it" closed the day access became a QR code on the bedside table. ## The trouble with app-store apps An app on the App Store or Google Play means a download, a sign-up, permissions and, above all, a decision: is this worth installing for a three-night stay? The answer is almost always no. Few guests install it during their stay, and most of those who do never open it again after check-in. What an app-store app asks for before the first request, next to the single step of a QR code. You know how it ends: hotels paying to build and maintain an app hardly anyone uses, a front desk fielding the same questions as ever, and guests drifting to WhatsApp because it's the only channel without friction. ## How QR access works The idea is to remove the barrier. There's a printed QR code in the room, on a card, on the TV or by the phone. The guest scans it with their phone's camera and the hotel's app opens in the browser, already tied to their room. No download, no sign-up, no app store. It looks and works like an app, and guests can add it to their home screen with one tap if they like, but it never goes through a store. The QR code already carries the room number, so what takes four steps in an app-store app takes one here. ## What guests can do without downloading anything - Talk to the hotel's concierge in their own language, for questions, requests and bookings. - Order room service from the hotel's menu, with its opening hours and the order status in plain sight. - Book the restaurant, spa and experiences against real availability, without calling the front desk. - Report an issue, like towels, the air conditioning or noise, which lands as a ticket with the right department. - Check hotel information such as opening hours, the gallery and house rules, kept up to date by the hotel's own team with no IT tickets. - Booking a table at the restaurant from the chat. - Ordering room service and following it to the door. For anything that touches the stay, like room service charged to the room or a booking, we need to know it's really the guest in that room. That's where the PIN comes in. ## PIN security If anyone walking into the room could scan the code and start ordering, the whole thing would be useless. The answer is a private PIN the guest gets at check-in, valid only for their stay. The front desk checks the room in and the guest gets a PIN for the stay. Three details separate a serious PIN from a toy one: - It lives on the server and is never checked in the browser. If a vendor tells you the PIN travels in browser-side JavaScript, run. - It's checked against the right room. The PIN for 304 can't place orders for 502. Sounds obvious; it isn't always. - It locks after several failed attempts, so nobody can guess PINs blindly. Guests don't need to identify themselves to check opening hours, rules or the gallery. Identity only comes in when something is about to affect the stay. Friction stays minimal without opening the door to abuse. ## Why this beats an app-store app - Real usage. With no download in the way, far more guests open it at least once during their stay. - Instant changes. The app updates when it opens, with no store review. Change the menu and guests see it right away. - The hotel's brand up front. Depending on the plan, guests see the hotel's logo, its brand and colors, or its own app in the stores. More on the white label page. ## What keeps working through other channels The QR code doesn't replace anything. The phone still works, and with Estevano Voice AI answers it too. The front desk is still there. The in-room TV shows the same QR code. And a message with a direct link covers the guest who would rather not scan anything. The QR code is the fastest way in, not the only one. The in-room TV shows the QR code and the hotel's services. To see how it all fits into one platform, take a look at how it works or the module-by-module tour on the product page. Plans are on pricing. How it looks in Estevano The guest scans the room's QR code and the hotel's chat opens on their phone, with nothing to download. ## Keep reading - Operations Digital check-in without the queue How to speed up arrival without losing the human touch or replacing your PMS. - Channel Ordering hotel services on WhatsApp or in the app What WhatsApp gives you, where it falls short, and what an app under the hotel's brand adds. - Experience Serve every guest in their own language Translating is not understanding. How multilingual service works in chat and on the phone. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Which chatbot does your hotel need? · Estevano URL: https://estevano.com/en/resources/hotel-chatbot-guide Some chatbots answer and some get things done. How to tell which one solves your problem. How to pick a chatbot for your hotel based on what it actually has to handle. Estevano 8 June 2026 Updated on 12 October 2026 5 min read "Hotel chatbot" is a label that covers very different things today. Under the same name you'll find little widgets that answer four questions, AI assistants that hold a real conversation, and platforms that actually get things done. Choosing well starts with knowing which one you're looking at. ## What a hotel chatbot is A hotel chatbot is an assistant that serves guests or would-be guests over chat. It lives on the website, on WhatsApp, in the hotel's app or on social media. What changes from one to the next is what it can do: some only answer, others also open tasks, report issues, take bookings or charge. ## The three kinds that really exist ### 1. The FAQ chatbot The most common one. It answers the usual: opening hours, directions, house rules, what's included at breakfast. It runs on pre-written answers or on AI limited to the hotel's documents. It's useful for taking repeat questions off the front desk. Its limit: it doesn't do anything. No tickets, no bookings. If the guest wants more, a person has to take over. ### 2. The AI concierge that acts This is what makes the difference. It doesn't just answer: it opens the request with the right department, places the booking, alerts maintenance or sends the room service order. Talking to it is like talking to the front desk, in the guest's own language. For anything that affects the stay, it identifies the guest by room and PIN. The request moves from Received to On the way to Completed, and the guest can see it. That's where Estevano fits: every message that asks for something becomes a task in the hotel's console. ### 3. Voice, the chatbot that talks The same concierge on the phone, able to do the same things. It covers the silence of calls nobody picks up and serves people who don't type: older guests, urgent situations, tricky languages. A well-built AI voice receptionist works just like the chat concierge: same job, spoken out loud. A phone call becomes a room service order in the team's console. ## What a good chatbot solves - Before booking: questions about availability, pets, parking or how far the beach is. - Before arrival: check-in information, preferences, special requests and transfers. - During the stay: towels, air conditioning, noise, restaurant or spa bookings, room service and issues. - After: invoices, lost property and anything left pending. An FAQ chatbot covers the before-booking stage well and some of the pre-arrival one. For the stay and day-to-day operations you need a concierge that acts. ## Where typical chatbots fall short - They don't know the hotel. They repeat generic answers because nobody keeps the hotel's own information alive. Without it, no AI answers well. - They don't know who the guest is. Without room and PIN they can't authorize anything. They stay stuck at informing. - They live in silos. Website chat here, WhatsApp there, the app somewhere else. The team ends up juggling three inboxes. - They don't touch operations. If the chatbot doesn't open tickets, the sticky notes stay. - At setup, Estevano imports the hotel website's information section by section. - The front desk answers a new question and Estevano keeps it for next time. ## How to choose without getting it wrong Five questions to ask before you sign: - Does it act or only answer? If it doesn't open tickets or take bookings, it's still an FAQ bot. - How is the hotel's information kept up to date? If every change means asking IT, it won't scale. - Does it really speak several languages? Try it in German or French and you'll learn a lot. - Is it connected to the team's console? If what the guest asks for never reaches the team, the guest never gets an answer. - Does it cover voice too? The phone is still a main channel for hotels. Without voice, there's a gap. ## When an FAQ bot is enough, and when it isn't If your hotel's problem is too many repeat questions on the website, a good FAQ chatbot may be enough, and it's cheap. If the problem is a team spending the day putting out fires across WhatsApp, calls and the corridor, what you need is a concierge that acts and one shared console. The difference between the two isn't sophistication: it's which problem you're trying to solve. To see an AI concierge in production, the Santo Domingo Bay case shows how it runs on Estevano. The modules are on the product page and the plans on their own page. How it looks in Estevano The guest asks for towels in the chat and the concierge alerts Housekeeping, with the request opened. ## Keep reading - Category A concierge that acts is not a chatbot that answers The real categories on the market, and where Estevano fits. - Voice An AI receptionist that answers the phone The phone still rings. What changes when the voice on the line can act, not just inform. - Experience Serve every guest in their own language Translating is not understanding. How multilingual service works in chat and on the phone. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # An AI receptionist that answers the phone · Estevano URL: https://estevano.com/en/resources/ai-voice-receptionist-hotels The phone still rings. What changes when the voice on the line can act, not just inform. It answers the phone and does what guests ask in their own language, just like the app. Estevano 8 June 2026 Updated on 12 October 2026 5 min read Every hotel still has one channel that matters more than people admit: the phone. It rings for bookings, questions, room service, changes to a stay and complaints. And it rings whenever it likes: in the small hours, at shift change, or on a Saturday lunchtime with three arrivals at once. An AI voice receptionist is exactly what it sounds like: something that picks up, talks to the guest in their language and, most importantly, gets things done. ## What it is, and what it isn't It is not a phone menu. It is not "press 1 for reservations, press 2 for the front desk". Nor is it a chatbot read out loud. An AI voice receptionist does three things a menu never could: - It holds a conversation. It understands natural speech, nuance, interruptions and changes of subject mid-sentence. It works in up to 6 languages, and each hotel picks which ones. - It understands what the caller wants. It can tell "I'd like to book a table for dinner" from "is the restaurant open tonight?", and it knows when it needs to confirm who is calling. - It does what it is asked. It books the table, places the room service order or reports the fault. The request shows up in the hotel's console just as if the guest had made it in the app. That last point is what changes the category. An AI that only answers questions is information. An AI that also acts is operations. Estevano Voice was built around that idea: what the guest asks for on the phone gets done, as if they had asked in the app. ## The problem it solves Hotels have spent twenty years nudging guests toward digital channels, and twenty years finding out the phone refuses to die. Some people simply prefer to call: older guests, travelers without data, languages without a good keyboard, emergencies, questions that are quicker to talk through. And when nobody picks up, the booking goes to another hotel, the room service never gets ordered and the problem festers until it shows up in a review. The math is simple and not very pleasant: any mid-sized hotel misses calls every day. At night, almost certainly. At peak check-in, too. An AI voice receptionist does not replace your team. It replaces the silence. ## It knows who's calling The hard part of voice was never sounding nice. It was this: how do you let someone do something over the phone without getting into trouble? How do you know the caller is really the guest in 304 and not someone who dialed the wrong number? Estevano Voice answers that directly: room number and PIN. For anything that affects the stay (ordering room service to the room, booking a table or reporting a fault in their name) the guest gives their room number and private PIN. The check happens on the server, the PIN is never stored in plain text and repeated failed attempts trigger a lockout. Every action is tied to a real guest and recorded in the console. For public information (spa hours, directions, house rules) nobody needs to identify themselves. Identity only comes into play when something needs authorizing. - Public questions by phone, like when the spa closes or when breakfast is served. It answers without asking for a room number or PIN. - The guest orders cava, confirms their room and PIN, and the order lands in New in the console. ## What changes day to day The first thing you notice is what stops happening. The phone stops ringing while the team checks in a family of six. Dinner bookings arrive in the console complete, not scribbled on a pad. Faults get logged with the right room and time, instead of on a sticky note. The second is less obvious: hotel information stops being optional. The AI can only answer well if the information is up to date. Having Estevano Voice forces the hotel to keep it current, and that pays off in the chat, the QR codes, the in-room TV and every other channel. The third is what does not change. Guests call the same number as always. If they ask for a person, the call goes through to the front desk. Nobody on the team has to program anything. Voice is one more channel, not a migration project. The latest calls with their room, language and length. Calls where the guest confirmed room and PIN are marked as verified. ## How to start without the drama You don't switch on an AI voice receptionist all at once. It makes sense to start with the safest layer and move up one level at a time: - Inform. It answers questions about hours, services, locations and house rules. No actions, no risk. It shows you how it behaves in your hotel and helps you clean up information that is wrong. - Check availability. It answers with the availability the hotel manages in Estevano: tables, spa slots and experiences. - Act for in-house guests. Restaurant and spa bookings, room service and booking changes by phone, with room number and PIN. This is where the phone really starts taking pressure off the team. The order matters: each level proves the one before it. If the AI can't answer the basics well, there is no point letting it place orders. - Spa slots with the places left, exactly as the hotel manages them in Estevano. - A table for two at La Terraza at 8:30 pm. Booked by phone or in the app, it is the same booking. ## Signs your hotel is ready - The phone rings more than your team can answer. - You host international guests in languages your staff can't cover on every shift. - You lose room service orders or dinner bookings because the switchboard is busy. - You want what comes in by phone to land in the same console where you already handle tickets, bookings and guests. If three out of four sound familiar, an AI voice receptionist is not a luxury. It is the missing piece that ends running the hotel on memory and sticky notes. Take a look at the product, Estevano Voice or the plans, and if you want your own brand, white label. How it looks in Estevano Estevano listens to the guest and answers on the phone, with the call timer running. ## Keep reading - Operations Stop losing bookings to unanswered calls What a missed call really costs, and how to cover the phone without cutting staff. - Experience Serve every guest in their own language Translating is not understanding. How multilingual service works in chat and on the phone. - Category A concierge that acts is not a chatbot that answers The real categories on the market, and where Estevano fits. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Stop losing bookings to unanswered calls · Estevano URL: https://estevano.com/en/resources/reduce-missed-calls-hotel What a missed call really costs, and how to cover the phone without cutting staff. Every call nobody picks up is a request that ends up somewhere else. Estevano 8 June 2026 Updated on 12 October 2026 5 min read There is one number almost no hotel looks at closely: how many calls come in, and how many go unanswered. When they measure it at the switchboard, many hotels find that they miss more calls than they thought, especially at night and at peak check-in. The problem isn't that the hotel has no phone. It's that the phone is left alone at the exact moment the guest is ready to decide. ## What a missed call really costs A missed call is never just a missed call. Several things go wrong at once: - Bookings that never arrive. Someone who calls to check availability and gets no answer books the hotel next door, or goes to an online agency where your margin is thinner. - In-house revenue that evaporates. Room service nobody orders, dinners eaten elsewhere, spa treatments that never get confirmed. - Problems that grow. A fault the guest tries to report at 11:30 pm and can't becomes a review the next morning. - Hidden load on the team. Missed calls come back as complaints at the desk and eat into the time meant for the guest in front of you. Take an example. If your hotel gets eighty calls a day and misses one in four, that is twenty conversations a day ending in silence. Even if only some of them would have been a sale or a problem avoided, the cost over a year is real and you feel it. - No table at La Terraza at 9 pm? The guest is offered other options that same day. - A room service order, from the cart to On the way. ## Why it happens The easy answer is "we're short-staffed". That is part of it, but not all of it. In practice, the reasons are: - Shifts. The front desk works in shifts. Calls don't. - Peaks. When five guests arrive at once, the phone always loses. - Languages. A caller from abroad who can't understand whoever answers will hang up. - Things that shouldn't be phone calls. Much of what ties up the switchboard is repetitive: opening hours, questions, simple requests. The team burns out on the trivial. ## What hotels usually try, and why it falls short The first reaction is usually technical: a phone menu ("press 1 for reservations"), an outsourced call center or an overnight answering service. Each one fixes something and breaks something else: - The phone menu. It takes away the feeling that nobody is there, but it frustrates guests and solves nothing. It ends up passing the call to a person anyway. - The outsourced call center. It answers, but it doesn't know your hotel or your rules, and ends up asking you to call the guest back. - A person on the phone all night. It works, but every useful call gets very expensive when only a handful come in after dark. None of the three tackles the real issue: the phone has to resolve things, not just pick up. ## An AI receptionist that gets things done A well-built AI voice receptionist picks up the calls the front desk can't get to, speaks the guest's language and resolves the request on the same call. What sets it apart from phone menus and old-school chatbots is that, on top of answering, it acts. When a guest calls to order room service, they confirm their room and PIN, and the order lands in the hotel's console. When they call to book a table, it checks what is free and books it. When they ask what time the spa closes, it answers without asking for anything. Every case is logged, in the caller's name and visible to the team. That is exactly what Estevano Voice does. The guest orders cava by phone, gives their room and PIN, and the order lands in the team console. ## What you gain without replacing anyone The usual misunderstanding is that this is about cutting staff. It is the opposite: your team stops answering the same question thirty times a day and spends its time on what only people do well, the guest standing in front of them. What you gain: - Fewer unanswered calls. When the front desk can't get to the phone, Estevano Voice picks up. - More in-house revenue. Room service and restaurant bookings that used to slip away now come in. - Fewer bad reviews. Problems get handled before they turn into public complaints. - A more focused team. The front desk drops the repetitive work and deals with what matters. ## How to tell if it's worth it Before switching anything on, look at three numbers from your switchboard: - Calls per day, and how many go unanswered. - Calls outside front desk hours. - Calls in languages your staff don't speak. - Whatever comes in by phone shows up in New, with its room and timer ring. - Every call in the console, with its room, language, status and length. If any one of them makes you uneasy, an AI voice receptionist is good business. If all three do, it's urgent. When you're ready to put it into practice, take a look at the Estevano Voice levels, the plans or white label. How it looks in Estevano Each mark is a call between midnight and 7 am, and the last one shows the department it went to. ## Keep reading - Voice An AI receptionist that answers the phone The phone still rings. What changes when the voice on the line can act, not just inform. - Team AI does not replace your team What AI takes off their plate, and what stays with people. - ROI How to measure the ROI of a digital concierge The levers you can actually measure, and how to set a baseline. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Digital concierge vs chatbot · Estevano URL: https://estevano.com/en/resources/digital-concierge-vs-chatbot The real categories on the market, and where Estevano fits. A chatbot answers questions, while a digital concierge also gets done what the guest asks for. Estevano 8 June 2026 Updated on 13 October 2026 4 min read Digital concierge, hotel chatbot, AI assistant, guest experience platform. The label tells you nothing. What matters is what each product does when a guest asks for something. This guide separates the three categories that really exist, what each does well, and where Estevano fits. ## The chatbot that only answers The most common one. A widget on the hotel's website or a chat inside an app that answers questions: opening hours, house rules, directions. Some run on fairly decent generative AI. What it does well. It takes repeat questions off your plate, helps capture leads on the website and helps you show up in question-style searches. It's cheap and quick to set up. Where it falls short. When the guest wants to do something, like order, book or report an issue, the chatbot sends an email, opens a form or hands over to a person. The actual work stays outside the bot, and the hotel's team ends up doing it by hand. This category works if your only problem is answering questions and operations stay manual. Calling it a concierge is generous. ## The digital concierge that acts Here the product moves from informing to operating. Guests don't just ask: they order room service, book a table, report an issue and manage their stay. Every request shows up in a console the team already uses, tied to a real guest with a time and a room, ready for the right department to handle. A request lands in New, its ring turns amber and it moves to In progress. What it does well. It turns every request into a task. No more scraps of paper, a trail for everything, and the front desk and department heads no longer have to translate between channels. Voice that acts. Within this category there's a recent step: the concierge picks up the phone. An AI voice receptionist is a digital concierge that also answers calls, identifies the guest by room and PIN, and gets done what they ask for, as if they had asked in the app. The phone stops being a black hole. A phone call becomes a room service order in the console. Where Estevano fits. In this category, with voice as the difference. The app turns every guest request into a ticket for the right department, and Estevano Voice does the same from the phone. And it's all run from one console, with tickets, bookings, room service and guests, not from five disconnected tools. - Today's bookings at La Terraza: one is seated and another is marked as a no-show. - Every guest's bookings, requests and conversations in one place. ## The big all-in-one platform The big established platforms, combining PMS, CRM and guest experience, promise to cover the whole cycle from booking to invoice. They've been around for years and are a sensible option for large chains with their own IT team. What it does well. Deep integration with legacy systems, enterprise contracts and an enormous feature list. Where it falls short. It's expensive, takes months or years to roll out, its guest experience layer has fallen behind and it changes slowly. An independent hotel or a small group shouldn't have to pay for that just to get a good digital concierge. ## How to choose without the marketing Three concrete questions, before you look at prices: - Does the tool act, or only answer? If it ends up sending you an email, it isn't a concierge. - Do guest requests reach the team in one console? Tickets, bookings, room service and guests on one screen, not scattered across email, WhatsApp and a spreadsheet. - Does it cover every guest channel? In-app chat, the room's QR code, the TV and, crucially, the phone. Leave the phone out and work keeps slipping through it. ## Where Estevano fits Estevano is neither an FAQ chatbot nor a big enterprise platform. It's a digital concierge that acts, in production in real hotels (such as Santo Domingo Bay), with a voice module that covers the phone. It's built for independent hotels and small and mid-sized groups that want to run a modern operation without a years-long project. To see the whole product, take a look at what's included, the plans, white label or what Estevano Voice does. For a side-by-side with other categories, see the comparison. How it looks in Estevano The same request in a chatbot that only answers and in Estevano, which gets it done and opens the request. ## Keep reading - Comparison Which chatbot does your hotel need? Some chatbots answer and some get things done. How to tell which one solves your problem. - Voice An AI receptionist that answers the phone The phone still rings. What changes when the voice on the line can act, not just inform. - Comparison Digital concierge software for hotels What it solves and which modules matter before you sign with a vendor. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Serve every guest in their own language · Estevano URL: https://estevano.com/en/resources/multilingual-guest-service-hotel Translating is not understanding. How multilingual service works in chat and on the phone. Translating isn't understanding, and guests can tell from the very first sentence. Estevano 8 June 2026 Updated on 23 October 2026 5 min read When guests arrive at a hotel far from home, the most tiring part isn't the trip or the time difference. It's wrestling with the language to ask for something as simple as a towel or what time breakfast opens. It's a small friction that repeats many times a day, and it ends up deciding whether guests leave feeling looked after or feeling in the way. That's why multilingual service is no box to tick on a sales sheet. It's probably the most underrated difference between a hotel that feels premium and one that only sells itself as premium. ## Why the guest's language matters more than it seems Three things happen when guests can speak their own language, and don't when they have to get by in one they "sort of manage": - They ask for more. A guest who has to translate every sentence in their head to order room service simply doesn't order. They go without dinner and think less of the hotel. When they can ask in their own language, they ask. - They tell you sooner. Small issues get reported while they're still small. A dripping shower flagged on day one gets fixed; flagged on day three, it's a complaint. - They trust you. Feeling understood is the essence of quiet luxury. You don't need a butler if the hotel answers you in your own language. ## Word-for-word translation is not understanding There's a classic trap in brochure-style multilingual service: translate the interface, upload an FAQ with a row of flags and tick the box. That's a coat of paint, and it shows the moment a guest types the first sentence nobody planned for. Guests don't type "restaurant menu". They type "I'm coeliac, what can I have for dinner?", "my son doesn't eat fish" or "can I leave my bag after checkout and pick it up at seven?". Those only get solved when the system understands intent, not when it swaps words for other words. That's why a translated FAQ chatbot falls short. And why a phone menu saying "press 1 for English" is the opposite of multilingual service: it's one language in disguise. ## Which languages Estevano covers Your guests use the app in Spanish, English, French, German, Portuguese or Italian, and the concierge replies in whichever language they write in. The 6 languages of the guest app and voice, and the 2 of the team console. Estevano Voice, the AI voice receptionist, handles up to 6 languages, and each hotel chooses which. If the guest speaks one of them, it answers in theirs, with no "press 1" menus. Behind the language there's a single platform. The guest asks in German, the team reads it translated in the console, which runs in Spanish and English, and the reply goes back to the guest in German. ## Multilingual chat In the app, guests write the way they talk, in their own language. The concierge understands what they're really asking for, passes it to the right department and replies in the language they wrote in. The guest writes in French and the concierge answers in French. That's a world away from bolting a translator onto an old-school chatbot that just swaps one word for another. ## Multilingual voice On the phone, language is non-negotiable. A guest who calls in German and hits a recording in Spanish has hung up before the first sentence. That's why Estevano Voice answers in the guest's language whenever it's one the hotel has switched on. A call in French, at a hotel that has French switched on for voice. It's the channel where multilingual service pays off first: it closes the gap of calls lost simply because nobody on that shift speaks the language. ## When a hotel needs real multilingual service If a good share of your guests don't speak the local language, multilingual service stops being a nice-to-have and becomes a requirement. Beach resorts, cities with international tourism, corporate groups and weddings with guests from several countries are the obvious cases. But even a city hotel with a mostly domestic crowd gets guests from abroad who care a lot about being understood. A simple test: look at your team and ask which languages it covers, and on which shifts. If the answer changes a lot by time and day, you already have the use case. ## How to tell it's working Three simple signals: - Which languages come in through chat and voice. - How many requests get solved without the team stepping in, by language. - A quick question at checkout: "Did you feel looked after in your language?" If all three improve after you switch on multilingual chat and voice, it's doing its job. To see it for your hotel, take a look at the plans or, if you want the app under your hotel's brand, white label. How it looks in Estevano The guest writes in German, the team reads it translated and replies in English, and the guest gets the answer in German. ## Keep reading - Voice An AI receptionist that answers the phone The phone still rings. What changes when the voice on the line can act, not just inform. - Product A hotel guest app with nothing to download Why app-store apps rarely get installed, and how guests get in by scanning the QR code in their room. - Revenue More revenue per guest without the hard sell Why leaflet upselling fails, and how to sell at the moment the guest asks. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # GDPR-compliant guest messaging for hotels · Estevano URL: https://estevano.com/en/resources/gdpr-guest-data-hotel Which guest data is sensitive, and how hotel software should protect it. Estevano hosts guest data in the EU and keeps each hotel's data apart from every other hotel's. Estevano 8 June 2026 Updated on 23 October 2026 6 min read Estevano handles guest messaging with the GDPR in mind. Guest data is hosted in the EU, each hotel's data is isolated in the database, guests identify themselves with a PIN, and they know they are talking to the hotel's AI concierge. The one thing to ask about, with us or any provider, is where the language models process each message: we cover it further down. Guest data is some of the most sensitive information a hotel handles. A name, a room, a set of dates and a list of requests add up to a fairly complete picture of someone's life over several days. That is why the GDPR treats it more strictly than an ordinary email address, and why choosing hotel software is not only a product decision. It is a compliance decision too. This guide explains what the GDPR asks of a hotel and its provider, how Estevano protects guest data and which six questions to put to any provider before you sign. With one commitment: we won't claim certifications we don't have. ISO and SOC 2 type questions are discussed with each client who asks. ## Why guest data is so sensitive A hotel brings together three things that would be sensitive on their own and are far more so together: - Identity. First name, surname, language and, where the law requires it, an ID document. Enough to identify the person beyond doubt. - Whereabouts. The room and the arrival and departure dates. They say where that person is right now. - Behavior. Requests, allergies, tastes and complaints. Enough to infer habits, health and preferences. A leak here is not an abstract risk. It means knowing who is in which room, whether they are alone, what they are allergic to and what time they ordered their last meal. That is why it pays to be strict. ## What the GDPR asks of the hotel and the provider Under the GDPR, the hotel is the data controller and the provider is the data processor. Each has its own role, but both are accountable. The non-negotiables: - A clear legal basis. Use the data for what the guest expects (their stay and their requests) or, for anything else, with their explicit consent. - Data minimization. Ask only for what is needed. If a guest doesn't need to show ID to ask for a towel, don't ask for it. - A data processing agreement. It sets out how the provider handles the data, where it is stored and what happens if there is an incident. - Guest rights. Access, correction, deletion and portability. The provider has to make them technically possible. - Breach notification. If something goes wrong, there are 72 hours to notify the data protection authority, and the people affected where required. That is the theory. What matters is how it turns into an architecture that actually protects guests, not one that just passes an audit. ## How Estevano does it Estevano was built this way from the start. Without claiming certifications we don't have: - The guest PIN stays hidden. The PIN guests use to open the app and confirm phone requests doesn't appear in the console's lists. Only that hotel's front desk and management can reveal it, on purpose, and every reveal is logged with who saw it and when. A PIN the guest picks themselves can't be seen by anyone at the hotel. - Lockout after failed attempts. If someone tries to guess a PIN by trial and error, the system locks them out. The check always happens on the server, never on the phone. - Every hotel isolated. The database enforces row-level security (RLS): a member of staff or a guest at hotel A cannot read data from hotel B, not even through a bug in the app. It is not a screen filter that can be bypassed. It is a barrier in the database itself. - Data hosted in the EU. The hotel's database and files are stored on servers in the European Union, encrypted at rest and in transit. - Little personal data. Estevano doesn't need a guest's ID or payment details to run the day. It works with the room, the PIN and operational data. The less you collect, the less you have to protect. - Access and deletion. Today this is a manual process: at the hotel's request, and under the data processing agreement, the Estevano team exports or deletes a guest's data. What we don't claim: we don't currently hold a published ISO 27001 or SOC 2 Type II certification. Serious compliance conversations happen with each client, with their own data processing agreement and evidence for every control on this list. EU EU-hosted data, GDPR-compliant Per hotel Each hotel's data, kept apart from every other hotel in the database - The front desk sees its own tickets plus restaurant and spa bookings. Results and team settings are for admins only. - In the list, the front desk sees whether each room has a PIN, without showing the PIN. ## Compliant on paper, or built to isolate Some providers are compliant on paper: a polished agreement, a privacy policy and a security page, while underneath every hotel shares the same tables with no real isolation. That is legally shaky and fragile in practice: one badly written query and a hotel sees another hotel's data. Being built to isolate is different: the database itself stops one hotel from reaching another's data, whatever the app code does. It is a difference in architecture, not in marketing. Estevano was built this way from day one because it was made for many hotels and many brands. - Each guest's bookings, requests and conversations in one profile, so you know what exists when they ask for access or deletion. - One platform with each hotel's own brand, and each hotel's data isolated in the database. ## Where AI fits under the GDPR When a guest writes to the AI concierge, the conversation is processed to understand what they want and act on it. Here the GDPR asks for two things: that guests know they are talking to an AI, and that their data is not used to train models without their consent. With Estevano, guests know they are talking to the hotel's AI concierge, not to a person. Conversations are used to serve that guest, not as training material for third-party models. Language models are used through providers that commit not to train on customer data. To understand each message, the conversation goes through those providers, and that processing doesn't always happen inside the EU. It's exactly what you should ask any provider about. ## Six GDPR questions to ask before you sign If you are choosing software for your hotel, take these questions to the meeting and ask for specific answers: - How do you keep each hotel's data separate? You want to hear "row-level security in the database" or an equivalent, not "we filter by hotel in the code". - Where is the data processed and stored? The region (EU, US and so on), the cloud provider and whether any data leaves the EU. - How do you identify the guest? A PIN, lockout after failed attempts, a server-side check and a log of who sees the PIN. If the answer is "by room number" and nothing more, that is not identification. - Will you sign a data processing agreement with the GDPR details? Ask to see it before you sign the commercial contract. - How do you handle guest rights? Access, deletion and portability: what the process is and who runs it. - Is guest data used to train models? If the answer isn't a clear "no", keep looking. ## The bottom line GDPR compliance isn't bought with a marketing page. It shows in the architecture. Isolating every hotel, keeping the PIN hidden, keeping data in the EU, collecting little personal data and having a clear process for guest rights are the foundations. Certifications come later, on top of those foundations, not instead of them. To see how it all fits into the platform, take a look at the product or white label. How it looks in Estevano The front desk picks the room, booking and guest, and creates the PIN the guest uses to get into the app. ## Keep reading - Integration Estevano does not replace your PMS What each one does, and how they work side by side every day. - Comparison Digital concierge software for hotels What it solves and which modules matter before you sign with a vendor. - Segment Boutique hotel or chain Each needs something different from its guest software. How to choose. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Estevano does not replace your PMS · Estevano URL: https://estevano.com/en/resources/pms-integration-hotel What each one does, and how they work side by side every day. Your PMS still owns the booking and the folio, and Estevano looks after everything that happens during the stay. Estevano 8 June 2026 Updated on 23 October 2026 6 min read It is one of the first questions in any meeting with a hotel's management team: "Does this replace our PMS?" The answer is no. Estevano does not compete with your PMS. It sits next to it. The PMS still owns the reservation, the rate and the folio. Estevano looks after the conversation with the guest and the requests your team handles. Each does its own job. This guide covers what a PMS does and does not do, why guest software makes sense alongside it rather than on top of it, how the two connect today, and what to ask any provider before you sign. ## What a PMS does, and what it doesn't The PMS (property management system) is the commercial and administrative backbone of the hotel. It handles: - Reservations: new bookings, changes, cancellations and room moves. - Rates and availability: what each night costs and what is free. - Billing: the guest folio, charges, payments and taxes. - Room status: clean, occupied or out of order. - Distribution: the channel manager and the online travel agencies. What a PMS does not do well is everything between check-in and checkout: the conversation with the guest in their own language, requests, room service, restaurant and spa bookings, and calls to maintenance. That part has always run on phones, sticky notes and walkie-talkies. That is where Estevano comes in. ## Why Estevano doesn't replace your PMS Changing PMS is a project: retraining staff, reconnecting the channel manager, migrating history and rethinking billing. It is one of the most expensive decisions a hotel makes, and guests hardly ever notice it. Estevano was designed the other way round: touch as little of the PMS as possible and build the guest and operations layer alongside it. The PMS stays the source of truth for the booking: who is staying, in which room, on which nights. Estevano is the source of truth for the conversation and operations: what the guest asked for, where it stands and who on the team is handling it. That split has a practical upside: you can go live with Estevano without changing anything in your PMS. ## How they connect today - With Oracle OPERA Cloud. Estevano reads in-house reservations and guest profiles from your PMS via OHIP and refreshes them every few minutes, so each request is tied to a real room and booking. - Read-only. Estevano never writes to your PMS: no changes to reservations, rates, folios or the channel manager. You can revoke access at any time. - Not on OPERA? Start without integration and check guests in from the console. The front desk adds the guest, the guest gets a PIN and opens the app with the room's QR code. - Other PMSs. Talk to us. On Enterprise, the PMS integration is built to fit. Without an integration, the front desk picks the room, booking and guest, and creates the PIN the guest uses to get into the app. ## How they work side by side A day with both systems running: - Booking. The guest books through an agency, the hotel website or by phone. The booking lives in the PMS. - Arrival. The front desk checks the guest in on the PMS. With OPERA connected, Estevano picks it up on the next refresh; without an integration, the front desk adds the guest in the console. The guest gets a PIN and opens the app with the QR code. - Stay. Everything that happens inside the hotel (chat, requests, room service, restaurant and spa bookings) happens in Estevano. Estevano is the team's console. - Charges. If a room service order needs to go on the folio, the front desk posts it in the PMS, as it does today. Estevano stays out of billing. - Checkout. The PMS bills and closes the stay. The guest's conversation and tickets stay on record in Estevano. The PMS does not change. What changes is that internal operations and the guest experience move to a platform built for them. - The guest profile: bookings, requests and conversations, day by day. - Restaurant and spa bookings with their status: Confirmed, Seated or No-show. ## When connecting the PMS pays off Connecting OPERA is most useful when: - You want in-house guests to appear in Estevano on their own, without adding them by hand. - You want every request to arrive with the right room and booking, without anyone typing them in. - The front desk needs to see at a glance who checks out today and which rooms have a PIN. If you run a different PMS, or need a different kind of integration, we look at it case by case. The front desk at a glance: each room shows whether it has a PIN or checks out today. The PIN itself is never shown. ## Five integration questions to ask before you sign - Can I start without touching my PMS? If the answer is no, go-live will take months. - How do guests get in and out of the system? Check-in from the console, reading from the PMS or a custom integration. Ask for specifics. - What does it read from my PMS, and what does it write? Get it in writing. Don't let anyone sell you "already integrated" when it is still being scoped. - Who pays for the integration? The plan, the setup cost and who maintains the connector. - Which system is the source of truth for the booking? It has to be the PMS. If the guest platform also wants to be your PMS, be wary. ## The bottom line Good guest software does not want to be your PMS. It sits next to it, respects its role and covers what the PMS was never good at: talking to guests in their own language and handling day-to-day requests. Estevano was built that way from day one, which is why it goes live in days. For the details, see the product or how it works. If you want your own brand in the app, have a look at white label. How it looks in Estevano Estevano reads in-house reservations from OPERA Cloud, read-only, and shows when the last sync ran. ## Keep reading - Operations Digital check-in without the queue How to speed up arrival without losing the human touch or replacing your PMS. - Security GDPR-compliant guest messaging for European hotels Which guest data is sensitive, and how hotel software should protect it. - Comparison Digital concierge software for hotels What it solves and which modules matter before you sign with a vendor. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # More revenue per guest without the hard sell · Estevano URL: https://estevano.com/en/resources/guest-revenue-upselling Why leaflet upselling fails, and how to sell at the moment the guest asks. Guests spend more when asking takes no effort and the answer comes with real availability. Estevano 8 June 2026 Updated on 23 October 2026 6 min read Revenue per guest, or ancillary revenue, is a hotel's most profitable lever and also its most neglected one. The reason is simple: the customer is already in the building. No commission to an online travel agency, no fighting for attention on Google, no convincing anyone that your hotel exists. When they want something, they just need to be able to ask for it and book it without effort. That's harder than it sounds. ## Why the usual upselling falls flat Hotels have tried it in predictable ways: leaflets in the room, posters in the lift, a call from the front desk mid-afternoon, pre-arrival emails with the same offer for everyone. None of them fails completely and none of them really works. Here's why: - The front desk has no time. At check-in, with five guests waiting, nobody has the headspace to sell a spa treatment. - Nobody reads the leaflets. Guests see them, leave them on the nightstand and never look again. The information is there; the decision never happens. - The offers are for everyone. An email with 25% off the spa sent to every guest is noise. For those who already booked, it's useless. For those who'd never go, it's spam. ## Selling when the guest asks Most lost sales aren't lost for lack of an offer. They're lost because asking is a hassle: call the front desk, wait, check the opening hours, call back to book. Estevano's concierge doesn't jump in or pitch anything the guest hasn't asked for. What it does is answer when the guest asks, with no call or front desk queue: - The guest asks about the spa, and sees the treatments with the free sessions and their length, ready to book. - The guest wants dinner, and sees the free tables for that night. If their restaurant is full, the app shows the ones with room. - The guest reports noise, and gets sold nothing: the problem gets fixed. Estevano doesn't interrupt guests with pop-ups or promotional notifications. Sales come from what the guest asks, not from a marketing calendar. ## A good answer isn't a hard sell For a question to end in a booking, the answer has to work first time. That takes things a leaflet can't do: - Answering what was asked. "What time does the spa open?" gets the opening hours, not a list of offers. - Knowing what's really available. Offering a terrace table that's already taken is worse than offering nothing. The answer has to come from real capacity. - Giving a way out when it's full. A flat "no" is a lost sale. Another time or another restaurant with room saves it. With no table at 9 pm at La Terraza, the app offers the other restaurants with room that night. If the guest doesn't ask, nothing gets sold. If they ask, they get something useful, not an ad. ## Examples by area ### Room service The guest fancies dinner in the room. They open the menu, choose and follow the order without calling anyone. The hotel decides what to offer and at what price; Estevano is the channel that makes it easy. - The hotel sets the menu and the prices, and changes them whenever it wants. - The guest orders from the room and follows the order. ### Restaurant The guest asks whether there's a table for two tonight. The app shows the free times and books it there and then. If that time is full, it offers another time or another restaurant with room, instead of a "no". ### Spa The guest asks whether they can get a massage this afternoon. They see the 50-minute relaxing massage with the free slots and the price, and book it without going through the front desk. ### Late checkout The guest asks whether they can leave later. The request goes to the front desk, which decides and, if the hotel charges for late checkout, confirms it with the price. Without an easy way to ask, that sale simply never happens. ### Experiences The guest asks what there is to do today. The app shows the experiences the hotel has set up, like a wine tasting, a guided walk or dinner on the beach. Unlike a leaflet, the answer is a conversation, with what's available and in the guest's language. ## How to measure it We don't promise uplift percentages we don't control. The hotel decides what to offer, at what price and when. What Estevano brings is the channel. These are the numbers worth tracking: - Extra revenue per stay. All the orders, bookings and upgrades that come through the app or voice during a stay, compared with guests who don't use the channel. - Share of in-house bookings made through the app or voice. How many restaurant, spa and experience bookings start in the digital channel versus at the front desk or by phone. The manager's home screen shows today's bookings and what's still pending. What matters is the split: the hotel decides the what and the how much, and Estevano provides the channel to ask for it. Without a good catalogue and clear prices, no digital channel saves the day. With a good catalogue, guests find it the moment they ask. ## In short Selling more to guests isn't about technology. It's about taking the effort out once they already want something. An AI concierge doesn't invent offers or jump the gun: it answers in the guest's language, with what's actually free. Guests don't feel sold to, they feel looked after. And the hotel earns more per guest with no extra operating costs or commissions. To see how it fits into the whole platform, take a look at the product, the plans or, if you want the app under your hotel's brand, white label. How it looks in Estevano Spa sessions fill up by real capacity and the guest books a massage at 6 pm. ## Keep reading - Resort Room service at an all-inclusive How to show what the board includes and what costs extra. - ROI How to measure the ROI of a digital concierge The levers you can actually measure, and how to set a baseline. - Reputation Good reviews are earned during the stay Asking at checkout doesn't work. Solving things well while the guest is still with you does. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Good reviews are earned during the stay · Estevano URL: https://estevano.com/en/resources/improve-hotel-online-reviews Asking at checkout doesn't work. Solving things well while the guest is still with you does. Asking at checkout does little if nobody sorted out what the guest asked for. Estevano 9 June 2026 Updated on 13 October 2026 5 min read Online reviews are one of the few levers that move revenue and visibility at the same time. A tenth of a point more on Google, Booking.com or Tripadvisor pushes your hotel up the listings, lifts conversion on the travel agencies and sways guests who have never spoken to you. That is why so many hotels are tempted to chase reviews. It is a mistake. ## Why reviews matter so much This is not a marketing hunch. It shows in how people book. Guests compare similarly priced options and, when it is close, choose on reputation. And the search results on the agencies and on Google push lower-rated hotels further down. In practice that means: - The booking decision. Two hotels, same photos, same price: the better-rated one wins. - Visibility on the agencies. Booking.com and the rest give more room to properties with higher scores and more recent reviews. - Local search. Google Maps favors listings with frequent, recent, well-answered reviews. - The rate you can hold. A hotel on 9.2 defends its price far better than one on 8.1. ## Chasing reviews doesn't work Asking for reviews is not illegal, but most aggressive tactics backfire, and some break the platforms' own rules: - Endless post-stay emails. Three emails in a row asking for a review annoy the guest who was on the fence. If they were torn between good and okay, it is now okay. - Only asking happy guests. It is called review gating, and Google, Tripadvisor and Booking.com ban it. It can get your listing penalized or suspended. - Buying reviews or asking staff to write them. The platforms get better at spotting them every year, and when they remove them, trust in the rest of your profile goes too. - Asking the guest who is still upset. If you haven't fixed their problem, reminding them to rate you is inviting a one-star review. The idea is simple: good reviews are earned during the stay, not at the end. ## A review starts with how you fixed things When guests write a review, they remember two things: what went right without them noticing, and what went wrong and how it was handled. The second weighs more. A guest whose door lock jammed, who called it in and had it fixed in five minutes, often leaves a better review than one who had no problems but whom nobody spoke to. So the real lever is not the post-stay email. It is the hotel's ability to spot and fix friction before it turns into a public complaint. The guest watches their request move from Received to Completed, and is asked at the end whether everything is sorted. ## How Estevano helps the stay go well Estevano does not post reviews, does not touch ratings and does not send marketing on its own. It works on the root cause of a bad rating: the thing that never got resolved. - Requests handled sooner. The guest asks for towels, late checkout or information, and the ticket goes straight to the right team, with a priority and tracking. Nothing ends up on a sticky note. - Nothing gets lost. Every conversation is on record, and every ticket carries a timer ring that turns from green to amber to red the longer it waits. What gets stuck is visible, which is how you avoid the review that starts with "I asked for something and nobody replied". - The guest's own language. The harshest complaints often come from guests who did not feel understood. Estevano serves them in their language, in the chat and on the phone. - Issues caught early. When a guest mentions a problem in the chat (noise, temperature, something that isn't working), Estevano opens a ticket for the right department before the guest gives up and saves it for the review. - A front desk with time to spare. With the repetitive work gone, the team can focus on the moments that earn reviews: arrival, a delicate issue, a good recommendation. None of this is AI magic. It is operations done right, and that is what guests remember when they sit down to write. - A fault mentioned in the chat goes straight to Maintenance as high priority, without going through the front desk. - The guest writes in German and the team replies in English. The guest reads it in German. ## When and how to ask for a review Asking for a review is not forbidden. What matters is asking well. An invitation to review works when three things are true: - Every guest, equally. The invitation goes to every guest, regardless of how their stay went. - At the right moment. For example, when a request is closed or at check-out, not three days later in a cold email. - No strings attached. Invite them to review on Google or on their booking site without filtering by how their stay went, without discounts for good scores and without hiding the link if things went badly. When to ask is the hotel's decision, not a marketing calendar's. ## What not to do - Buy reviews. You risk a ban and lasting damage to your credibility. - Only ask guests who will rate you well. The platforms ban it. - Offer something in return for a good review. The platforms treat it as fraud. - Only answer the good ones. Leaving bad reviews unanswered makes a worse impression on everyone reading. - Argue with guests in public. Review replies are a shop window, not a debate. ## The bottom line Management sees each department's response time and how it trends over the month. Improving a hotel's reviews is not a marketing problem. It is an operations problem. Reviews are the symptom; the stay is the cause. A concierge that sorts things out early, in the guest's language, without losing requests and flagging issues in time moves your score more than any email campaign. Estevano does not invent ratings. It improves the experience that earns them. To find out which complaints keep coming up after the stay, hotels on Enterprise get PolarPuffin included: it gathers their Google, TripAdvisor and Booking reviews and tells them each week which cheap fixes solve the most complaints. To see how it fits into the platform, take a look at the product, the plans or white label. How it looks in Estevano The ring on an unattended ticket turns from green to amber to red as the minutes pass. ## Keep reading - Operations Digital check-in without the queue How to speed up arrival without losing the human touch or replacing your PMS. - Experience Serve every guest in their own language Translating is not understanding. How multilingual service works in chat and on the phone. - ROI How to measure the ROI of a digital concierge The levers you can actually measure, and how to set a baseline. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # AI does not replace your team · Estevano URL: https://estevano.com/en/resources/ai-hotel-team-not-replace What AI takes off their plate, and what stays with people. It takes the repetitive work off your team's hands and gives them time back for guests. Estevano 9 June 2026 Updated on 23 October 2026 5 min read Mention AI in a hotel and the team's first reaction is nearly always the same: are they replacing us? It is a fair worry, and it deserves a straight answer rather than a slogan. The answer is no. AI in hospitality is not built to replace the front desk, housekeeping or the restaurant. It is built to take the repetitive work off their plate and give them time back for what actually sets a hotel apart: looking after guests. ## A fair worry deserves a straight answer Whenever a new tool shows up, the people who worry first are the ones already stretched thin. In most hotels that means the front desk and housekeeping. Telling them "AI is your friend" does not help. This does: - Yes, some tasks get automated. Frequently asked questions, routine requests, sending each request to the right department, and translation. - No, it does not replace the team. An upset guest at 11 pm, a VIP arrival, a delicate complaint or a recommendation made for that one person still need someone from the hotel. - Staffing is the hotel's call. AI does not decide how many people work a shift; management does. Estevano is designed to add to your team, not to cut it. ## What AI actually takes on in a hotel The usual mistake is to think AI does everything. It does not. It takes on a very specific kind of task, the kind that drains people most and differentiates least: - Frequently asked questions. Breakfast hours, the wifi, the pool, parking, checkout time. The questions the front desk answers a hundred times a day. - Routine requests. Towels, an extra pillow, late checkout, a taxi, a table at the restaurant. They come in as tickets and go straight to the right team. - Triage. Telling what is urgent from what can wait, and sending each request to its department. - Translation. Serving each guest in their own language, without the front desk juggling a translation app. What stays outside AI is exactly what guests remember: the person who welcomed them, the server who remembered their allergy, the concierge who got them a table at a restaurant that was fully booked. That is not something you hand over. Estevano answers the breakfast question. The towels go to Housekeeping and the broken AC to Maintenance, flagged high priority. ## What changes for each role ### Front desk Without help, a receptionist spends the day answering "what time is breakfast?" while another guest waits with their luggage. With Estevano, the chat answers that question, and the front desk can focus on welcomes, delicate issues and the conversations guests actually remember. The phone stops ringing for the basics too: an AI voice receptionist can pick up, and it does more than give information. It gets things done. ### Housekeeping and maintenance Today a lot of information arrives on scraps of paper or in crossed messages. With Estevano, when a guest asks for something or reports a fault, a ticket comes in with the room, the priority and the time. Housekeeping and maintenance see a tidy list instead of a jumble of messages. It does not take their work away. It puts it in order. ### Restaurant Bookings that used to go through the front desk or the phone now come straight from the guest app, based on the restaurant's real availability. The maître d' stops writing reservations by hand and spends time where judgment matters: fitting in groups, moving tables and looking after seated guests. ### Management For a general manager, AI is not a promise. It is a clear view of operations: how many requests came in today, how many were handled on time, which department is overloaded and which issue keeps coming back. That is how staffing decisions get made on data instead of gut feeling. - The guest writes in German, the team reads it and replies in English, and the guest gets the answer in German. - The front desk sees its own tickets plus restaurant and spa bookings. Results and team settings are for admins only. ## Rolling it out well matters as much as rolling it out Switching on an AI and walking away is the most expensive mistake. It works when the team treats it as their own tool: - Short, clear training. The team learns to read the console, correct answers and take over when needed. Without training, even the best system ends up ignored. - The team is in charge of the AI. If an answer does not fit the hotel's style, it gets changed. When the team solves a new question, Estevano learns it for next time. - Handing over to a person when it should. A serious AI does not keep trying what it cannot solve. It passes the case to the team with the full context, so the guest does not have to start again. - Data in plain sight. Which requests were handled, which are still open and how long each department took. No data, no improvement. - The front desk answers a new question and it becomes a knowledge card the team can verify. - The manager's home screen: today's numbers and tickets from yesterday and today. ## How not to install a bot and forget about it It is the classic frustration of hotels that tried a generic chatbot a few years ago: it went live, nobody looked at it again, and guests kept calling the front desk. To avoid that, you need three things: - An owner in the hotel. Someone from the management team, the front office or guest experience who checks the console every week. - Continuous improvement. Weak answers get fixed, new requests get added and hotel policies stay up to date. - A provider that sticks around. Estevano onboarding is assisted, and the product keeps learning from what your team resolves. ## The bottom line AI in hospitality does not replace the team. It takes the repetitive work so people can spend their time on what makes the difference: a warm welcome, a problem solved properly, a recommendation made for that guest. Those come from people, which is exactly why they are worth protecting. Staffing stays the hotel's decision. The tool only changes where your people put their time. To see how it all fits together, take a look at how it works, the product or the plans. How it looks in Estevano Requests land in New with their room and department, and the team moves them to In progress. ## Keep reading - Operations Stop losing bookings to unanswered calls What a missed call really costs, and how to cover the phone without cutting staff. - Operations Digital check-in without the queue How to speed up arrival without losing the human touch or replacing your PMS. - Category A concierge that acts is not a chatbot that answers The real categories on the market, and where Estevano fits. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Digital check-in without the queue · Estevano URL: https://estevano.com/en/resources/digital-check-in-no-queues How to speed up arrival without losing the human touch or replacing your PMS. How to speed up arrival without losing the personal touch or replacing your PMS. Estevano 9 June 2026 Updated on 23 October 2026 6 min read "Digital check-in" often sounds like a broken promise. Plenty of hotels take it to mean a form before arrival, then get frustrated when guests queue at the front desk anyway. Real digital check-in isn't a PDF: it's taking the friction out of arrival so the guest's stay starts before they reach the desk. ## Why front desk queues hurt the first impression Arrival is when guests are at their most vulnerable. They're tired, carrying bags, often with family, and the first thing they see is a line. That line isn't just a wait: it tells them the hotel wasn't ready for them. The damage goes beyond the initial annoyance. A slow check-in colors everything that follows: the room feels smaller, breakfast slower, the review harsher. The first impression outweighs any other moment of the stay, and it starts in the queue. Then there's the review. A guest who waits twenty minutes at the desk is more likely to rate the hotel low, even if the rest of the stay is perfect. The queue is the anchor that drags everything else down. ## Your digital check-in options Not every solution does the same job. There are four levels, and each hotel fits one depending on its profile, budget and appetite for technology. ### Online pre-check-in form The most basic level. Guests fill in their details before arrival: ID, card and preferences. It shortens the stop at the desk but doesn't remove it: guests still come by to hand over paperwork and pick up a key card. It speeds things up; it doesn't change arrival. ### Self-service kiosks Machines in the lobby where guests identify themselves, scan their documents and collect a key. They work well for large chains with high turnover. In a boutique hotel or a resort they clash with the style and need hardware upkeep. And when a kiosk breaks, the queue is worse than if it had never been there. ### Check-in by app or QR code The guest gets a link or scans a QR code and identifies with their room and a PIN. They're in the hotel's app and can start ordering and booking without stopping at the desk. The key point: the app isn't just for check-in, it's the channel for the whole stay. It suits hotels that want a modern experience without installing hardware. The guest scans the room's QR code and gets into the hotel's app with nothing to download. ### Digital key Smart locks that open with a phone. It's the most advanced layer and requires investing in the doors themselves. Not every hotel needs it; many prefer the usual key card and put their digital effort into what happens before and after. Estevano doesn't include it in any plan: the digital key and check-in with identity verification are integrated on request, built around your lock system or your identity verification provider, and quoted per project. ## How Estevano speeds up arrival without replacing your PMS Estevano is not a legal registration system and doesn't replace your PMS. It doesn't report guests to the police, doesn't handle the stay's billing and doesn't issue physical keys. What it does is activate the guest in their digital channel from the moment they arrive, so the front desk can breathe. The model is simple: the guest gets to the room and finds a QR code. They scan it, sign in with room and PIN, and they're in the hotel's app. From there they order room service, book dinner or the spa, report an issue and talk to the concierge in their own language. All before they've unpacked. The front desk sees every room with its guest, whether it has a PIN or checks out today, without ever showing the PIN. Legal check-in, with guest registration, signatures and opening the folio, still happens in the PMS as always. The front desk handles it once the guest is already settled and happy, not while they stand there holding their passport. Estevano separates the experience from the paperwork without breaking either. If the hotel runs Oracle OPERA Cloud, Estevano reads in-house reservations and guest profiles from it via OHIP and refreshes them every few minutes, so each request is tied to a real room and booking. The connection is read-only and can be revoked at any time. Not on OPERA? Start without integration and check guests in from the console. Estevano reads in-house reservations from Oracle OPERA Cloud every few minutes, read-only. ## Digital doesn't have to mean cold The usual fear is that automating arrival takes the human touch away. The opposite happens: when AI handles the repetitive parts, like explaining rules, handing out maps or repeating opening hours, the front desk gets time back for what only a person does well: a warm welcome, a chat about why they're traveling, the local restaurant to recommend, and care when something is out of the ordinary. Digital check-in doesn't remove the receptionist: it turns them from clerk into host. Guests remember the person who smiled and asked how the flight was, not the one who asked for their passport and card. ## Legal requirements Depending on the country, check-in comes with legal duties no guest software can take on for the hotel. In Spain and many other European countries, registering guests with the authorities is still the hotel's responsibility. Elsewhere, verifying arrival may require the guest in person or original documents. Estevano doesn't replace those duties. The hotel keeps meeting them with its PMS or official registration system. Estevano's app works alongside, not instead. ## Five questions before you choose - Which part of check-in do we want to speed up, and which part is mandatory? Separating experience from paperwork avoids impossible promises. - Do we need hardware, or would we rather it all be software? Kiosks and smart locks add cost and upkeep. - Does it connect to our PMS or sit alongside it? A good guest platform shouldn't force you to change PMS. - What happens if the system goes down? Guests always need a clear fallback: the front desk, the phone or a spare QR code. - Does the front desk gain time, or just swap tasks? The goal is to free people up, not to reshuffle their work. ## In short Digital check-in isn't technology for its own sake. It's deciding which part of arrival deserves automating so guests start their stay smiling, and which part deserves a person, because that's what they remember. Estevano helps with the first without taking away the second: it activates guests in their digital channel, respects the PMS's role and gives the front desk time back to look after the welcome. To see how it fits your hotel, take a look at the product, how it works or the plans. How it looks in Estevano The front desk checks in room 518 in three steps and the guest gets an access PIN. ## Keep reading - Product A hotel guest app with nothing to download Why app-store apps rarely get installed, and how guests get in by scanning the QR code in their room. - Integration Estevano does not replace your PMS What each one does, and how they work side by side every day. - Reputation Good reviews are earned during the stay Asking at checkout doesn't work. Solving things well while the guest is still with you does. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Hotel services on WhatsApp or in the app · Estevano URL: https://estevano.com/en/resources/whatsapp-vs-hotel-app What WhatsApp gives you, where it falls short, and what an app under the hotel's brand adds. With Estevano, guests order hotel services in the hotel's app and get confirmations and updates on WhatsApp. Estevano 9 June 2026 Updated on 23 October 2026 6 min read With Estevano, guests order hotel services in the app, which opens from the QR code in their room with nothing to download. WhatsApp carries the confirmations and updates, and guests who message the hotel on WhatsApp get the link to the app to carry on there. WhatsApp is the first channel most hotels mention when they talk about going digital with guests. It makes sense: nearly everyone has it in their pocket, there's nothing to install and people already know how to use it. But running your operations through WhatsApp has real limits that rarely get mentioned. This guide compares what WhatsApp solves, what it doesn't and why the hotel's own QR app is still the most complete channel for the stay. The conclusion is clear: they aren't mutually exclusive, but they aren't interchangeable either. ## Why WhatsApp appeals to hotels The appeal is obvious and fair. WhatsApp has three advantages no hotel can ignore: - It reaches almost everyone. In many countries the vast majority of guests already have it. No download, no sign-up. - Nothing to install. Guests don't have to learn another app or remember a password. They send a message and that's it. - Everyone knows it. The interface is familiar, there's nothing to learn and guests feel at ease from the first message. That's why WhatsApp works well before booking and for reaching guests: answering questions, sending confirmations, sharing policies. The trouble starts when it becomes the channel for the whole stay. ## The real limits of WhatsApp as a hotel channel WhatsApp wasn't built to run hotels. It was built for personal conversations, and that difference leaves structural limits no amount of creativity can fix. ### You depend on someone else's rules WhatsApp doesn't belong to the hotel. Its rules, its API and what it charges per conversation change without asking anyone. A price change or a new restriction can make the channel the hotel sold to guests as its main one more expensive or more limited overnight. This isn't hypothetical: the business terms have already changed more than once. ### Little room for the brand On WhatsApp, the hotel is just another chat. The logo is tiny, there's barely any customisation and the experience feels like WhatsApp, not like the hotel. For a boutique or a resort where the brand is part of the product, that's a constant loss. ### Guest data lives outside the hotel Every message and preference passes through the platform's servers. That has GDPR implications not everyone weighs up: where the data is processed, who can access it and what safeguards exist. Your own app keeps the conversation on infrastructure the hotel or its provider controls. ### A rich interface is hard On WhatsApp, guests type text and get a handful of buttons. They can't browse a room service menu with photos, pick a spa time on a calendar or watch their request's status on a tracking screen. A conversation is linear; running a hotel is visual and depends on context. You can squeeze a rich experience into a chat, but it always comes out cut down. ### It gets mixed up with personal chats The same place where guests talk to their family becomes the place where they ask for towels. That creates noise: mixed notifications, lost messages and a feeling that the hotel is stepping into their personal space. It isn't a technical problem but one of perception, and it affects the brand. Same menu: in a chat, a text list to answer with numbers; in the app, every dish with its price and an Add button. ## What the hotel's own app brings Your own app doesn't mean building a native app for iOS and Android. It can be a web app guests open by scanning a QR code in the room: no download, no app stores, no email sign-up. That's what Estevano offers, and these are its advantages over WhatsApp as the only channel: - Your brand up front. Your logo and name on every plan, your colors from Pro, and your own app in the app stores with Enterprise. - A rich interface. Menus with photos, booking calendars, the status of every request and the hotel gallery. Everything a chat can't show well. - Data hosted in the EU. Isolated per hotel, on infrastructure that doesn't depend on a social network. - Room and PIN. Guests don't create an account or hand over an email. They sign in with their room and a PIN, and the app already knows who they are, which language they speak and which services they have. - It doesn't compete with WhatsApp, it works alongside it. Your own app is the channel for the stay. WhatsApp is still useful before arrival, for notifications and for follow-up afterwards. - Guests scan the room's QR code and the chat opens with nothing to download. - Spa sessions fill up by real capacity and the guest books a massage at 6 pm. ## How Estevano approaches it In Estevano, the hotel's own QR app is the main channel. It's where guests order room service, book dinner or the spa, report an issue and talk to the concierge in their own language. It's where operations happen, data is protected and the brand comes through. The other channels, voice, phone and email, complement it. A guest can call the AI voice receptionist and the request ends up in the same team console. The QR code is the fastest way in; the phone is the most familiar. And WhatsApp has its place for what it does best: confirmations and notifications go out by WhatsApp and email, and guests who write to the hotel on WhatsApp get the link to the app to carry on there. Our recommendation is this: the hotel's QR app for the stay, WhatsApp for reaching guests and keeping them posted. ## Which channel for which moment It isn't about picking one. It's about giving each channel the job it does best. Before arrival Questions, offers and confirmations WhatsApp Website Email During the stay Room service, bookings, incidents and requests Hotel app via QR Something urgent An issue or a question that can't wait Phone with AI voice After check-out Follow-up, surveys and reviews Email WhatsApp Which channel for each moment of the stay ## Five questions before betting everything on a third-party channel - What happens if the platform raises prices or changes the rules? If all your operations depend on someone else's API, you're not in control. - Can I offer a rich interface on this channel? Menus, calendars, live status. If the answer is "text buttons only", the stay suffers. - Where does my guests' data live, and who can access it? GDPR and trust in your brand start here. - Does the channel allow real branding or just a small logo? For hotels where the experience is the product, it matters. - Do I have a plan B if the channel stops working? A clear fallback: the front desk, the phone and your own app's QR code. ## The bottom line WhatsApp is an excellent communication channel, but it isn't a platform for running a hotel. It works for reaching guests, before they book and after they leave. For the stay itself, when guests order, book and get things sorted, the hotel's own QR app brings brand control, a rich interface, data protection and an experience that feels like the hotel. Estevano makes its own app the main channel, with WhatsApp and voice alongside. Not because WhatsApp is bad, but because each channel has its place, and the stay deserves one the hotel owns. To see how the QR app works, read our guide to access with nothing to download, see the product or the plans. How it looks in Estevano The booking confirmation reaches the guest by WhatsApp and email. Side by side ## WhatsApp versus the hotel app What each channel handles, including where WhatsApp wins. WhatsApp compared with the hotel's own QR app What it allows WhatsApp Hotel app via QR Nothing to install Yes: Already on the phone Yes: Opens from a QR code The hotel's brand up front Partly: A small logo Yes Menu with photos and prices Partly: Text and buttons Yes Booking from actual availability Partly: One chat at a time Yes Every request's status in view Partly: Scattered messages Yes The hotel sets the rules and costs No Yes Kept apart from personal chats No Yes Reaching guests before they arrive That's why Estevano sends confirmations by WhatsApp and email. Yes No: The QR code is in the room - Yes - Partly - No ## Keep reading - Product A hotel guest app with nothing to download Why app-store apps rarely get installed, and how guests get in by scanning the QR code in their room. - Comparison Which chatbot does your hotel need? Some chatbots answer and some get things done. How to tell which one solves your problem. - Security GDPR-compliant guest messaging for European hotels Which guest data is sensitive, and how hotel software should protect it. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Boutique hotel or chain · Estevano URL: https://estevano.com/en/resources/guest-software-boutique-vs-chain Each needs something different from its guest software. How to choose. What each type of hotel asks for, and where Estevano fits in each case. Estevano 9 June 2026 Updated on 13 October 2026 6 min read Searching for "the best hotel software" is like searching for "the best car": it depends on who's driving, what for and on what budget. A 25-room boutique doesn't have the same problems as a group with fifty properties. Yet the industry keeps selling "one size fits all" solutions that end up fitting neither. This guide separates the two worlds and shows where Estevano fits. ## Why there's no best software for everyone The difference isn't just size. It's structure, resources and priorities: - IT. A boutique usually has nobody dedicated to it. A group has a whole department. - Speed of decision. At a boutique, the manager decides in an afternoon. At a chain, it's a committee with procurement, legal and security. - Brand control. A boutique lives on a unique personality. A chain lives on consistency across properties. - Data governance. A single hotel just wants its data to stay put. A group wants consolidated reporting, auditing at scale and corporate-level GDPR. That's why the same platform can be perfect for one and a disaster for the other. The real question isn't whether it's good, but whether it's good for your kind of hotel. ## What a boutique or independent hotel needs A boutique has three conditions that shape its ideal software: - No reliance on IT. The manager sets up the platform, uploads photos, changes prices and publishes new sections without raising a ticket with anyone. - A fast start. It can't wait for a six-month project. It needs to be live in days, with its own content and QR codes in the rooms. - A brand that's truly its own. Guests should feel the app, the chat and the voice belong to the hotel, not to a vendor: its own colors, logo and tone. On top of that, a boutique prizes the personal touch. Software shouldn't replace the team; it should take repetitive requests off their plate so they have time to look after guests. The AI concierge answers the usual questions, and the team shines at what only a person can do. The team extends the spa's opening hours in the console and the guest already sees it in the app. ## What a hotel group or chain needs A group has three other pillars, just as valid: - Several hotels with real isolation. Each hotel has its own data, team and rules, and head office needs shared governance. - A consistent brand. Every property has to look like part of the same group, with the same identity and the same standard of experience. - Roles and permissions by level. A hotel manager sees their hotel. An operations director sees several. A revenue manager sees the combined figures. The system has to respect those boundaries by design. It also needs consolidated reporting (tickets per hotel, satisfaction, revenue per guest) and GDPR at scale: one data protection officer reviewing every hotel by the same standard, not fifty different policies. Several hotels on the same platform, each with its own brand and isolated data, hosted in the EU. ## Where Estevano fits a boutique For a boutique, Estevano is a web app that opens from a QR code, with nothing to download. Guests scan, sign in with their room and a PIN, and get the AI chat, room service and bookings. If the hotel adds Estevano Voice, the phone is covered too. No app stores, no email sign-up and no IT project. The hotel runs its own content: the manager uploads photos, edits the menu, changes opening hours and publishes new sections from the console, and at setup can import the information from the hotel website. Launching a promotion or changing a dish doesn't depend on anyone else. The plans are priced per room per month, based on the size of the hotel. - Guests scan the room's QR code and the chat opens with nothing to install. - The menu is edited from the console: a price, a sold-out dish, a new one. ## Where Estevano fits a group or chain For a group, Estevano works with several hotels and data isolated per hotel. Each hotel has its own team, data and settings. The database guarantees that hotel A can never see hotel B's data, even within the same group. On the Enterprise plan, each hotel can have its own branded app in the stores. The console has department roles with real permissions, the PMS integration is built to fit and onboarding comes with hands-on support. Integrations and service terms are agreed by contract. - Each role on the team sees only what it needs. - Estevano reads in-house reservations from OPERA Cloud, read-only, and ties each request to its room. ## What a very large group needs to look at separately Today that applies to two things: - Deep integrations with closed PMSs. Today Estevano connects to Oracle OPERA Cloud, read-only. With other PMSs, especially those with limited APIs, each case needs a look. It isn't something that switches on by itself. - Very specific corporate requirements, such as exclusive on-premise installs, large custom builds or certifications like SOC 2, which we haven't published. If your organization needs them, we'll look at it together. If you're a group, we look at each case before onboarding. ## Boutique versus chain Use these criteria to guide your evaluation: Criterion Boutique Chain IT Nobody dedicated In-house team or a dedicated provider Hotels One Several, with central governance Brand A unique personality Consistency across hotels Data Isolation and basic security Consolidated reporting, auditing at scale and corporate GDPR Go-live Days Weeks or months, with a controlled rollout ## Five questions before you choose Whatever you end up buying, start here: - Can I change content without raising a ticket with IT? If every menu or opening-hours change depends on someone else, that's not operations. It's dependency. - Is the brand mine or the vendor's? Check what level of branding each plan gives you: logo, colors, the "powered by" and which plan gets the hotel its own app in the stores. Estevano's brand levels. - Can I get a hotel live in days rather than months? Speed matters as much to the boutique that wants to start now as to the chain that wants a quick pilot. - Is each hotel's data isolated by design? Not by configuration, but by how the database is built. Especially if you run several hotels. - What happens with my PMS? Ask what integrates today and what needs a custom project. What integrates today is what you get on day one. ## The bottom line There's no guest software that's perfect for every hotel. A boutique needs speed, its own brand and no IT. A chain needs governance, consistency and scale. Estevano fits both, in different ways: a QR app with content in the hotel's hands for the independent; several hotels with isolated data, their own apps and department roles for the group. To go further, read our guide to digital concierge software, see the product or the plans. How it looks in Estevano The same app wearing four different hotels' brands; pick one to see it. ## Keep reading - Comparison Digital concierge software for hotels What it solves and which modules matter before you sign with a vendor. - Integration Estevano does not replace your PMS What each one does, and how they work side by side every day. - ROI How to measure the ROI of a digital concierge The levers you can actually measure, and how to set a baseline. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # How to measure the ROI of a digital concierge · Estevano URL: https://estevano.com/en/resources/digital-concierge-roi The levers you can actually measure, and how to set a baseline. The value is spread across four levers and measured against a baseline from your own hotel, not a round percentage. Estevano 9 June 2026 Updated on 12 October 2026 7 min read Whenever a hotelier asks us how much they will save with a digital concierge, the answer is an awkward one: it depends, and savings are not the only way to measure it. The value of an AI concierge or a voice receptionist is spread across four different levers, and boiling it down to a single savings figure is the fastest way to invent an ROI. This guide shows how to measure it properly, with what you already have. ## Why digital concierge ROI is usually measured badly The classic question in a demo is "show me the ROI". The classic answer from many vendors is a round percentage: "+15% revenue, -30% calls". It sounds great and is almost never documented. The problem is not the figure itself. The real value is mixed, and folding time saved, extra revenue, reputation and staff retention into one number is creative statistics. A digital concierge touches four different parts of the hotel at once. Look at only one and you undersell it. Look at all four without a baseline and you are making them up. So let's separate the levers first. ## The four real levers of value ### 1. Operational efficiency The most visible lever: front desk and housekeeping time freed up because guests answer their own routine questions, order room service from the app and book the spa or restaurant without calling. What to measure: - Average time per request, before and after switching the tool on. - Share of requests solved without escalating to a person (chat and voice). - Calls no longer missed at night or during check-in peaks. This is not about letting anyone go. It is about taking repetitive work off the team so they have time for what genuinely needs a person. The relationship between AI and your team has its own guide. Calls from midnight to 7 am, answered and sent to the right department. ### 2. Extra revenue A guest who asks for an extra towel at 11 pm through the chat can also order a bottle of wine. When the chat suggests the spa for the next day, some guests book it. What to measure: - Room service revenue, before and after the rollout. - In-house bookings (restaurant, spa, experiences) that come from the app or the chat. - Well-timed offers that fit the moment, not mass emails after booking. Be careful not to credit the tool with everything: if it is a strong month, part of the lift is seasonal. That is why the baseline matters. ### 3. Reputation Good reviews are earned by getting things right during the stay. If guests get what they need quickly, in their own language and without repeating themselves three times, they are more likely to rate you well. What to measure: - Average score on Booking, Google and TripAdvisor. - Share of positive reviews out of the total. - Mentions of the app or chat in free text (search for "chat", "app", "quick", "easy"). A small bump in your score shows up in conversion and supports a slightly higher rate. We don't promise numbers: every hotel finds them in its own data. ### 4. Avoided cost The least discussed lever, and often the biggest. It covers mistakes that never happen, complaints that never escalate and staff who don't burn out on the same loop: - Miscommunication avoided because each room's history is written down. - Fewer formal complaints, because small issues get fixed on the spot. - Turnover from stress: a front desk swamped every night ends up quitting. Where each lever is measured Operational efficiency Time per request and requests solved without escalating In the Estevano console Extra revenue Orders and bookings as counts; the money, in your systems Partly in the console Reputation Scores and reviews on your channels With your own systems Avoided cost Formal complaints and staff turnover With your own systems Efficiency is read in the Estevano console and revenue partly there; reputation and avoided cost in your own systems. ## Set a baseline before you switch anything on Without a baseline there is no ROI, just a story. Before turning on a digital concierge, spend 2 to 4 weeks measuring these five numbers with whatever you have (a spreadsheet is enough): - Requests per day (front desk, phone, email and in person). - Average response time and time to resolution. - Missed calls (your switchboard or the hotel mobile will tell you). - Average revenue per stay (room plus whatever is sold during the stay). - Average score on the two or three review channels you care about most. After the rollout, compare the same five numbers over a comparable window. Simply not comparing against an unusual month (a packed bank holiday, a wave of cancellations, a refurbishment) removes half the bias. Before 2 to 4 weeks of measuring Go-live After A comparable window The same five numbers in both windows Requests per day Response time Missed calls Revenue per stay Average score A few weeks of measuring, go-live and a comparable window with the same five numbers. ## What not to do when you calculate ROI - Credit the tool with everything. If you raised rates, switched OTAs or refurbished the restaurant, part of the gain comes from that. Count only what the tool brings. - Compare against an exceptional month. Neither the best nor the worst. If you can, use the average of several similar weeks from last year. - Make up uplift percentages. If a vendor can't show you how a figure was calculated, assume it is marketing. Estevano doesn't publish other hotels' metrics. - Forget the real cost. It is not just the subscription: setup time and keeping content up to date count too. In Estevano that time is low by design, but it isn't zero. ## A simple formula You don't need a financial model. A back-of-the-envelope sum will do: ROI ≈ value created per month − (price per room × rooms) Value created per month is the sum of the four levers, each with its own measured number. If the result is positive and reasonable three months in a row, the ROI is real. If it depends on one good month, it isn't ROI. It's noise. Estevano is priced per room per month, based on the size of the hotel, precisely so the cost side is predictable and slots into that sum without surprises. ## Five metrics any hotel can track today - Average response time to a guest request, in minutes. - Share of unanswered calls outside front desk hours. - Average in-stay revenue per room (room service and the hotel's own experiences). - Average score on Booking and Google over the last 90 days. - Front desk staff turnover over the last 12 months. Five numbers and no business intelligence team required. If you're going to invest in a digital concierge, measure them before and after: it saves you internal debates and inflated conversations with vendors. ## What Estevano does and what it doesn't Estevano gives you visibility of operations from the team console: tickets, timings, requests by department and each guest's activity. That covers lever 1 without opening a spreadsheet every Monday. For lever 2, the console gives you orders and bookings as counts; the money comes from the hotel's own systems. Levers 3 (reputation) and 4 (avoided cost) are closed by the hotel with its own systems: Booking, Google, its HR tool. Santo Domingo Bay runs on Estevano every day; in the demo you see the product working. - The manager's home with today's figures and tickets from yesterday and today. - Restaurant bookings with their status: confirmed, seated or no-show. ## The bottom line Digital concierge ROI is real, but it isn't one number. It is the sum of efficiency, revenue, reputation and avoided cost, compared against a calmly measured baseline. Before you sign anything, track the five numbers for a month. After go-live, measure them again under comparable conditions. That difference is your real ROI, not the one a salesperson promises. To choose a tool, start with our guide to digital concierge software or see the product. How it looks in Estevano The monthly report with each department's response time and workload. ## Keep reading - Revenue More revenue per guest without the hard sell Why leaflet upselling fails, and how to sell at the moment the guest asks. - Reputation Good reviews are earned during the stay Asking at checkout doesn't work. Solving things well while the guest is still with you does. - Operations Stop losing bookings to unanswered calls What a missed call really costs, and how to cover the phone without cutting staff. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Room service at an all-inclusive · Estevano URL: https://estevano.com/en/resources/room-service-all-inclusive-resort How to show what the board includes and what costs extra. The friction isn't the food but not knowing what the board covers and what costs extra. Estevano 9 June 2026 Updated on 23 October 2026 5 min read Room service at an all-inclusive resort should be simple: the guest orders, the hotel delivers, everyone's happy. In practice, it is one of the most common sources of friction between guests and the front desk. The problem isn't the food or the service. It's the uncertainty about what the guest's board covers and what gets charged on top. ## Why all-inclusive room service causes so much trouble At an all-inclusive, guests reasonably assume that almost anything they order to the room is covered. The hotel, though, usually has limits: breakfast yes, the midnight burger maybe not; local drinks yes, the wine list has a supplement; the standard menu yes, the premium one costs extra. That gap between what guests expect and what the hotel charges creates three concrete problems: - Guests don't know what their board covers. They order with confidence and discover the supplement at check-out, when there's no room left to fix how they feel. - The front desk repeats the same explanation all day. "Yes, the burger is included, but extra cheese isn't." That's time not spent on the guest in front of them or on real issues. - Extra charges turn into arguments at check-out. A €47 surprise on the bill for "premium room service" becomes a bad review before the guest is out of the door. The all-inclusive business model isn't the problem. The lack of clarity at the exact moment of ordering is. The supplement that shows up on the bill at check-out versus the price the guest sees before confirming. ## Be clear before they order The fix isn't scrapping supplements or including everything. It's showing them before the guest confirms. The right model has three rules: - Clarity per room. The guest app knows each room's board and reflects it in the menu that guest sees. - Prices visible before ordering. If a dish carries a supplement, the guest sees the price before adding it. Never at check-out. - A menu that matches the board. A full-board guest doesn't see the same thing as a premium all-inclusive guest. Everyone sees what applies to them, with no exceptions for the front desk to explain later. Estevano covers the second rule at any hotel: the price of each dish and the order total before the guest confirms. What each board includes is worked out with each hotel, as we explain below. ## How Estevano handles it Estevano isn't a board-management PMS and doesn't do all-inclusive accounting. What it does is take what the hotel defines and show it to the guest clearly, in their language and from their room: - The team edits the menu from the console: dishes, prices and what's available at any given time, without asking anyone. - Guests see the price before they order, and the basket total before they confirm. If the hotel would rather not show prices, it can hide them. - The order lands as a ticket in the console with every detail: room, guest, each dish and the total. And the guest follows its progress on their phone. The front desk has nothing to explain: the guest has already seen and accepted it before tapping confirm. What about boards where part of the menu is included, or special packages such as a honeymoon with certain dishes included? That isn't a switch that turns itself on: today it's set up with each hotel. If your resort works that way, tell us in the demo and we'll look at your case. - The team changes a price (here the club sandwich goes from €18.50 to €19.00), switches off a sold-out dish or adds a new one. - The team sees how long each order has been waiting: green, amber and red as minutes pass. ## What changes for guests and for revenue Clarity removes friction. When guests know what's included and what costs extra, they order with confidence. That has two direct effects: - Fewer arguments at check-out. No surprises, because the guest already saw and accepted every supplement when ordering. - The premium option sells itself. Some guests, seeing the premium choice with a clear price, decide to pay for it. It's a sale without pressure, because the decision is transparent and voluntary. The hotel earns from the supplements that genuinely add something, and gains reputation because guests don't feel tricked. The gap between a happy guest and one who leaves a bad review over "surprise charges" often comes down to clarity at the moment of ordering. - The order from the basket reaches the console with the room, every dish, the total and the guest's note. - In My requests, the order also shows up as one more request, with the status the team gives it. ## What not to do Two common mistakes make the problem worse instead of solving it: - Hiding supplements until the end. If guests find out the cost when they sign the bill, the experience is already broken. Transparency has to come at ordering time, not at the end of the stay. - One menu for every board. Showing everyone the same menu and leaving the front desk to explain the exceptions just hands the friction to a team that's already busy. ## Five questions to test whether your tool can handle all-inclusive If your hotel runs all-inclusive, half board or packages with included dishes, put these five questions to your current tool: - Can guests see, before ordering, what their board covers and what carries a supplement? - Is the supplement price clear at the moment they add it to the order? - Does the order reach the kitchen and the front desk with a breakdown that separates included items from paid ones? - Can you set different rules per room or per package without duplicating menus? - Can guests order without asking the front desk whether something is covered? If any answer is no, your room service is creating friction that you pay for in staff time, check-out arguments and bad reviews you could have avoided. With Estevano, the second is a yes at any hotel. The first, third and fourth depend on how your resort handles what each board includes, and we work them out with each hotel. ## What Estevano isn't Estevano isn't a board-management PMS or a meal-plan accounting system. It doesn't decide what the hotel includes in its all-inclusive: that's a commercial and operational call for the resort. What it does is take what the hotel defines and show it to the guest clearly, so operations stay transparent and the team doesn't repeat the same explanation a hundred times a day. ## The bottom line All-inclusive room service doesn't have to be a headache. The gap between a happy guest and one who leaves a bad review over "surprise charges" is almost always clarity at the moment of ordering. An app that shows the price of each dish and the total before the guest confirms removes the friction and frees up the front desk. What each board covers is worked out with each hotel. To see how it fits into a complete platform, start with our guide to digital concierge software or see the product. How it looks in Estevano A room service order from the basket to In preparation. ## Keep reading - Revenue More revenue per guest without the hard sell Why leaflet upselling fails, and how to sell at the moment the guest asks. - Product A hotel guest app with nothing to download Why app-store apps rarely get installed, and how guests get in by scanning the QR code in their room. - Operations Digital check-in without the queue How to speed up arrival without losing the human touch or replacing your PMS. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Guest messaging platforms for Oracle OPERA Cloud · Estevano URL: https://estevano.com/en/resources/oracle-opera-cloud-guest-messaging Estevano, Canary, Duve and HiJiffy publish an OPERA Cloud connection via OHIP, and they do not all do the same with your data. Estevano connects through OHIP with read-only access, and three other platforms publish a connection of their own. Estevano Updated on 23 October 2026 6 min read Estevano connects to Oracle OPERA Cloud through OHIP, Oracle's integration platform, and reads in-house reservations and guest profiles from your PMS. The connection is read-only and you can revoke it at any time. Canary Technologies, Duve and HiJiffy also publish an OPERA Cloud integration through OHIP on their websites. Estevano is our product; everything about the other three comes from their own website, checked on 23-oct-2026, linked next to each one. ## How Estevano connects Through OHIP, Estevano asks OPERA Cloud for the reservations of in-house guests and their profiles, and refreshes them every few minutes. That way every request that comes in by chat or by phone is tied to a real room and a real booking. - Read-only. Estevano writes nothing to OPERA Cloud. - Revocable. You can cut the connection whenever you like. - No PMS change. OPERA stays your system for reservations and billing. ## What it does not do - It does not write to OPERA Cloud: no changes to reservations, charges or profiles. - It does not pull future reservations, so it sends nothing before the guest arrives. - It does not look up room availability or rates. What guests book in Estevano (restaurant, spa and experiences) is managed by the hotel in Estevano. - OPERA Cloud is the only PMS it connects to. ## Who else publishes an OPERA Cloud connection Canary Technologies. Its website says it integrates with OPERA Cloud through OHIP with two-way data exchange, and that it also has an integration with on-premises OPERA. It mentions arrival status, loyalty tier and rate code for guest segmentation, and the e-folio at checkout. Source: Canary and Oracle OPERA, checked on 23-oct-2026. Duve. It publishes a two-way integration with OPERA Cloud through OHIP that sends and receives reservation and payment data, among others. Source: Duve and OPERA Cloud, checked on 23-oct-2026. HiJiffy. It says it integrates with OPERA Cloud through OHIP and uses reservation data, such as a confirmed booking or a completed check-in, to message guests. It does not say whether it writes to OPERA. Source: HiJiffy and Oracle, checked on 23-oct-2026. The table below sums it up. "Not published" means the vendor's website did not say so on the day we checked, not that the feature is missing. ## If you are not on OPERA You can start Estevano without integration and check guests in from the console. For other PMSs, ask us. If you are comparing more tools, see the best digital concierge software for hotels in 2026. ## Questions to ask before you sign Ask any vendor that wants to connect to your OPERA Cloud: - Does it read from OPERA or write to it? If it writes, which fields does it change? - Which data does it read, and how often does it refresh it? - Does it pull only in-house guests, or future reservations too? - How do you revoke its access, and what happens to the data it already holds? - Where is your guests' data stored? Estevano keeps it in the EU. To see how the PMS and Estevano split the daily work, read Estevano does not replace your PMS, or try the demo. Guest platforms with a published Oracle OPERA Cloud connection, based on each vendor's website as checked on 23-oct-2026 What to look at Estevano Canary Duve HiJiffy OPERA Cloud connection Yes: Through OHIP Yes: Through OHIP Yes: Through OHIP Yes: Through OHIP Data direction Yes: Read-only Yes: Two-way Yes: Two-way Not published: Uses reservation data Data it names Yes: In-house reservations and profiles Yes: Arrival, loyalty, rate and folio Yes: Reservations and payments, among others Yes: Reservation status On-premises OPERA No: OPERA Cloud only Yes: Separate integration Not published Not published - Yes - No - Not published ## Frequently asked questions **Does Estevano write to Oracle OPERA Cloud?** No. Estevano connects to OPERA Cloud through OHIP with read-only access: it reads in-house reservations and guest profiles and changes no reservations, charges or profiles. The hotel can revoke the connection at any time. **What data does Estevano read from OPERA Cloud?** The reservations of in-house guests and their profiles, refreshed every few minutes. That ties every request to a real room and a real booking. It does not read future reservations, room availability or room rates. **Do Canary, Duve and HiJiffy connect to OPERA Cloud?** According to their own websites, checked on 23-oct-2026, yes, all three through OHIP. Canary and Duve describe their integration as two-way; HiJiffy says it uses reservation data to message guests, without saying whether it writes to OPERA. **Can I use Estevano if my hotel is not on OPERA Cloud?** Yes. You can start without integration and check guests in from the console. For other PMSs, ask us. ## Keep reading - Integration Estevano does not replace your PMS What each one does, and how they work side by side every day. - Comparison Best digital concierge software for hotels in 2026 Estevano, HiJiffy, Canary Technologies, Duve, Akia, Asksuite and Mews, compared on what each one publishes on its own website. - Security GDPR-compliant guest messaging for European hotels Which guest data is sensitive, and how hotel software should protect it. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # AI concierge for housekeeping and maintenance tickets · Estevano URL: https://estevano.com/en/resources/ai-concierge-housekeeping-maintenance-tickets When a guest reports a problem, Estevano opens a ticket for the right department and alerts the team on their phones. When a guest reports a fault or asks for towels, Estevano opens a ticket for the right department. Estevano Updated on 23 October 2026 6 min read When a guest writes in the app's chat that the air conditioning isn't cooling or that they need towels, Estevano opens a ticket for the right department, maintenance or housekeeping, with its priority, its status and the conversation with the guest, and alerts that department's team on their phones. If the guest calls instead, Estevano Voice opens the same ticket once it has checked the room and PIN. ## Can an AI concierge open housekeeping and maintenance tickets? It can, as long as it does more than answer. A chatbot that only answers questions leaves the job half done: the guest reports something, the bot says "I'll pass it on" and someone at the front desk has to copy the message, work out who it's for and get on the radio. What matters is that the report leaves the chat already turned into a ticket for the department, with the room and what the guest asked for. That's how Estevano works. The concierge understands what the guest wants and which department it belongs to: maintenance, housekeeping, front desk, room service or security, among others. What it can answer, like breakfast times or the Wi-Fi password, it answers without opening anything. Whatever needs a person becomes a ticket. ## From message to ticket Guests write the way they'd write to the front desk, in their own language. Say, "no hot water in 518". Estevano replies in the chat and opens a maintenance ticket with the room, a short title and the guest's message. The ticket carries the whole conversation. Whoever opens it in the console reads what the guest said and what the concierge replied, without calling the room to ask again. And the guest follows the request in the app as it moves from Received to On the way to Completed. ## Priority and the clock Every ticket comes in with a priority. Anything to do with security comes in as urgent, and urgent tickets sound their own alert in the console so they don't sit in the queue. Issues the team logs from the console carry whatever priority they choose: normal, high or urgent. Every ticket also has a clock. In the console, a ring goes from green to amber to red as the minutes go by without anyone picking it up, and the board splits what's new, what's in progress and what's been done today. The head of maintenance sees at a glance what has been waiting too long. - A request lands in New, its ring turns amber and it moves to In progress. - The ring of an unattended ticket goes from green to amber to red as the minutes pass. ## Alerts for the team When a ticket comes in, that department's team gets an alert on their phones, on iOS or Android. Nobody has to be sitting at the front desk computer to find out that 518 has no hot water. If nobody picks it up, Estevano alerts again, first the same department and then, if it's still waiting, management too. When the team marks the ticket as completed, the guest sees it in the app. ## A phone call opens the same ticket Not every guest types. Plenty just pick up the room phone. With Estevano Voice, the same concierge answers the call, by voice and in the guest's language. To log an issue it asks for the room number and PIN, checks them and opens the ticket for the right department, just as it would from the chat. If the guest doesn't identify themselves, the voice agent won't open a ticket in their name and leaves a message for the front desk to see in the console instead. That way nobody can log issues for a room that isn't theirs. On the phone, the guest gives their room and PIN, and the request lands in New in the console like any other ticket. ## What you can measure Once issues come in as tickets, you can count them. Estevano's analytics show tickets by department, with response and resolution times for each, along with chat activity, its requests, languages and busy hours. That tells you which department is most stretched, when reports pile up and whether times are getting better month on month. And when the team answers a new question, Estevano learns it for next time. The month's results by department, with response times and workload for each. To see the rest of the console, look at tickets on the product page. And if you're worried AI will take work away from your team, read why it doesn't replace them. How it looks in Estevano The guest in room 518 asks for towels and Estevano alerts Housekeeping with a live request. ## Frequently asked questions **Which departments receive the tickets?** Maintenance, housekeeping, front desk, room service, security or spa, among others. Estevano decides where each report goes based on what the guest asks for. **Does the team need to be at a computer to see new issues?** No. Every new ticket reaches the phones of that department's team as an alert. If nobody picks it up, Estevano alerts again and then lets management know too. **What if the guest calls instead of writing?** With Estevano Voice, the call opens the same ticket for the same department once the guest's room and PIN have been checked. Without that check, it leaves a message for the front desk. **Can guests see where their issue is up to?** Yes. The app shows their request with its status, moving from Received to On the way to Completed. The team updates the status from the console. **Can you measure each department's times?** Yes. The analytics show tickets by department with their response and resolution times, so you can compare one month with the next. ## Keep reading - Team AI does not replace your team What AI takes off their plate, and what stays with people. - Front desk How to cut calls to the front desk Calls drop when guests have somewhere else to ask and order. Estevano Voice picks up the ones that still come in. - Comparison Which chatbot does your hotel need? Some chatbots answer and some get things done. How to tell which one solves your problem. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Room service and table bookings by QR code · Estevano URL: https://estevano.com/en/resources/room-service-restaurant-booking-qr-hotel Guests scan the QR code in their room to order room service or book a table, with nothing to download. With Estevano, guests scan the QR code in their room to order room service or book a table without downloading anything. Estevano Updated on 23 October 2026 6 min read With Estevano, guests scan the QR code in their room and the hotel's app opens in the browser, with nothing to download. From there they order room service from the hotel's menu and book a table against each restaurant's real sittings and tables. If there's nothing free at that time, the app offers another restaurant in the hotel with room that night. ## Can guests order room service and book a table from a QR code? Yes. A store app asks for a download, a sign-up and permissions before the first order; a QR code in the room only needs the phone's camera. The guest sees the menu, picks and confirms, and the order or booking reaches the right team. The QR code can sit on a card, on the in-room TV or next to the phone. For more on how access works, see the guide to a guest app with nothing to download. ## Room service from the hotel's own menu The team builds the room service menu in the console, with categories, photos, prices and allergens. Each menu has its service hours, and ordering can be closed when needed, say when the kitchen shuts. If a dish sells out, it's switched off and stops showing. Guests add dishes to the cart, see the total before confirming and follow the order in the app, from Received to In preparation to On the way. In the console, each order arrives with the room, the dishes and the guest's note, and becomes one more ticket for the team. - A room service order from the cart to On the way. - The team changes a price, takes a dish off and adds a new one to the room service menu. ## Table bookings against real sittings and tables Each restaurant in the hotel has its own menu, opening hours and sittings for every service, from breakfast to dinner, with its tables set by size. Guests choose the restaurant, day, time and party size, and only see times when a table really is free. If there's no room at the time they want, the app doesn't stop at "no availability". It offers another restaurant in the hotel with a table that night. The booking isn't lost, and the team doesn't have to hunt for an alternative over the phone. - A table at La Terraza at 8:30 pm for two, inside the chat. - La Terraza has no table at 9 pm, so the app offers other restaurants with room that night. ## Spa bookings against real capacity The spa works the same way. Treatments have their length and price, and sessions fill up by real capacity. Guests book from the chat and the booking shows up in the console, marked as made by the guest or by the staff. Spa sessions fill up by real capacity and the guest books a massage at 6 pm. ## Confirmations by WhatsApp and email Once a booking is confirmed, the guest gets the confirmation by WhatsApp and email, under the hotel's name. Guests who message the hotel on WhatsApp get the link to the app to carry on there. The booking confirmation reaches the guest by WhatsApp and email. ## The QR code opens the app and the PIN identifies the guest The QR code takes guests to the hotel's app, but it doesn't say who's holding the phone. That's why the front desk checks the room in and the guest gets a PIN for the stay. It's what identifies them for anything done in their name. On the phone, for example, Estevano Voice asks for the room and PIN before ordering room service or booking a table. If yours is an all-inclusive, also read room service at an all-inclusive resort. The rest of the modules are on the product page. How it looks in Estevano The room QR code is scanned and the hotel's app opens with nothing to download. ## Frequently asked questions **Who keeps the room service menu up to date?** The hotel's own team, from the console. They change prices, photos, allergens and hours, and switch off a dish when it sells out. **What happens if the restaurant is full at that time?** The app tells the guest and offers another restaurant in the hotel with a table that night. **Can you run several restaurants with different hours?** Yes. Each restaurant has its own menu, hours and sittings for every service, with tables set by size. **How does the team find out about an order or a booking?** A room service order arrives in the console as a ticket, with the room and the dishes. Restaurant and spa bookings show up in the console with their source, guest or staff. **Do guests get a booking confirmation?** Yes, by WhatsApp and email, under the hotel's name. ## Keep reading - Product A hotel guest app with nothing to download Why app-store apps rarely get installed, and how guests get in by scanning the QR code in their room. - Resort Room service at an all-inclusive How to show what the board includes and what costs extra. - Front desk How to cut calls to the front desk Calls drop when guests have somewhere else to ask and order. Estevano Voice picks up the ones that still come in. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # How to cut calls to the front desk · Estevano URL: https://estevano.com/en/resources/reduce-front-desk-calls-hotel Calls drop when guests have somewhere else to ask and order. Estevano Voice picks up the ones that still come in. With Estevano guests ask and order in the hotel's app with nothing to download, so they call the front desk less. Estevano Updated on 23 October 2026 7 min read Calls to the front desk drop when guests have somewhere else to ask and order. With Estevano, that place is the hotel's app, which opens from the QR code in the room with nothing to download: guests ask questions there, order room service, book a table or the spa and report anything that's broken. The calls that still come in are answered by Estevano Voice on your usual number. ## How do you cut calls to the front desk? You cut them by giving guests an easier way than the phone for whatever makes them call today, and by handling well whatever still comes in by phone. These are two separate problems, and it pays to tackle both at once. ## What the calls are about Before changing anything, it's worth looking at what people ask. In most hotels, a good share of front desk calls are the same every day: - Information. The Wi-Fi password, when breakfast opens, how late the spa is open, how to get to the beach. - In-room requests. Towels, pillows, a cot or room service. - Bookings. A table for dinner, a massage, an activity. - Faults. The air conditioning, the hot water, the TV or the lights. None of these needs someone at the front desk to drop what they're doing and pick up the phone. ## What you can take off the phone Everything on that list fits in the hotel's app. Guests ask in the chat and the concierge answers with the hotel's information, in their own language. If they ask for something, Estevano opens a ticket for the right department and the guest sees it move along. Room service is ordered from the hotel's menu, and restaurant and spa bookings run on real sittings and capacity. The guest in room 518 asks for towels in the chat and Estevano alerts Housekeeping, without going through the front desk phone. What the concierge can't answer, it doesn't make up: it passes it to the team. And when the team answers a new question, Estevano learns it for next time. Over time, every repeated question stops being a call. For guests to use the app, they have to see it. The QR code in the room, on the TV or by the phone, and the link in the welcome message, do more than any sign asking people not to call. ## What to do with the calls that still come in Some guests will always prefer to call. With Estevano Voice, those calls are answered by an AI voice agent on your usual number, or on a number of its own that still shows as the hotel's, in up to 6 languages that each hotel chooses. Each hotel decides how far it goes. It can just give information, it can also check the availability the hotel manages in Estevano, or it can go further and get things done: book tables and spa treatments, order room service and log maintenance issues, always after checking the guest's room and PIN. Anything it can't sort out, it leaves as a message for the front desk. ## How to measure it The only way to know is to count the calls. Before you start, note how many calls the front desk gets in a normal week, by time of day, using whatever your switchboard gives you. Then compare the same weeks after the QR code and the voice agent go live. Estevano shows you the other side. The analytics show chat activity, with its requests, languages and busy hours, and tickets by department. Every call Estevano Voice answers is logged in the console with the room, the language, the length and whether the guest was verified. - Every call is logged in the console with the room, the language, the length and whether the guest was verified. - The manager's home screen with today's figures and tickets from yesterday and today. ## In a large hotel In a 200-room hotel the front desk phone doesn't stop at check-in and check-out peaks, which is exactly when it's hardest to answer. That's when it helps most to have in-room requests come in through the app and go straight to housekeeping or maintenance, without the front desk acting as a switchboard. More rooms also means more languages and more departments. Every ticket reaches the right team with its priority and its clock, and the voice agent answers in the guest's language. The front desk keeps what really needs a person. If your main worry is calls nobody picks up, read how to reduce missed calls. How it looks in Estevano A live call with Estevano Voice, listening to the guest and answering. ## Frequently asked questions **How much do front desk calls go down?** It depends on the hotel and on how visible the QR code is. That's why it's worth counting a normal week's calls before you start and comparing them afterwards. **Which questions can you take off the phone?** The ones that come up every day: hotel information, in-room requests, bookings and faults. They all fit in the hotel's app. **Do guests have to stop calling?** No. Guests who'd rather call still call the usual number, and Estevano Voice answers. **Are the calls Estevano Voice answers logged?** Yes. Every call is logged in the console with the room, the language, the length and whether the guest was verified with their PIN. ## Keep reading - Voice An AI receptionist that answers the phone The phone still rings. What changes when the voice on the line can act, not just inform. - Operations Stop losing bookings to unanswered calls What a missed call really costs, and how to cover the phone without cutting staff. - Room service Room service and restaurant bookings from a QR code Guests scan the QR code in their room to order room service or book a table, with nothing to download. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Digital concierge in the Dominican Republic · Estevano URL: https://estevano.com/en/resources/digital-concierge-hotels-dominican-republic Estevano runs in the Dominican Republic: Santo Domingo Bay uses it every day with its own app on the App Store. Estevano runs in the Dominican Republic at Santo Domingo Bay, which uses it every day with its own app. Estevano Updated on 23 October 2026 6 min read Estevano is already live in the Dominican Republic. Santo Domingo Bay uses it every day with its own branded app on the App Store, connected to Oracle OPERA Cloud with read-only access. In the last month, 800+ requests and 5,000+ messages in guest conversations went through Estevano there. Production data for the last 30 days, as of 23 October 2026. ## Is there a digital concierge for hotels in the Dominican Republic? Yes. Estevano is an AI concierge for hotels: it looks after guests through the hotel's app and routes every request to the right department as a ticket with a priority and a status. In the Dominican Republic it's already in production. The full case is at Santo Domingo Bay. ## What Santo Domingo Bay uses every day This is what the resort uses day to day, checked in production: - The AI chat that opens the ticket. The guest writes and Estevano opens a ticket for the right department. - Tickets with a priority. Normal, high or urgent, so urgent ones don't wait in the queue. - Alerts on the team's phones, on iOS and Android. - Room service from its own menu. Every order becomes a ticket for the team. - Restaurant and spa bookings, across several outlets, each with its own menu and hours. - Its own app, with its name and brand, on the App Store. It reads in-house reservations and guest profiles from OPERA Cloud via OHIP every few minutes. That way every request is tied to the real room and booking, and Estevano writes nothing back to the PMS. Estevano reads in-house reservations from Oracle OPERA Cloud every few minutes, read-only. ## Six languages A hotel in the Dominican Republic welcomes guests from many countries. With Estevano, guests use the app in Spanish, English, French, German, Portuguese or Italian, and the concierge replies in whatever language they write in. The team console is in Spanish and English. If the hotel wants the phone covered too, Estevano Voice answers calls in up to 6 languages, the ones each hotel chooses. ## Resorts with several restaurants At an all-inclusive resort, one question that comes up every day is where and when to eat: which restaurant is open tonight, whether the specialty one has a table and at what time. In Estevano, each restaurant has its own menu, hours and sittings, and guests book against real tables. If there's nothing free, the app offers another restaurant in the hotel with room that night. The team sees the day's bookings in the console and marks who turns up and who doesn't. What each board basis includes depends on each resort and is worked out with each hotel. There's more in room service at an all-inclusive resort. Today's bookings at a restaurant: one is seated and another is marked as a no-show. ## Confirmations by WhatsApp Bookings are confirmed by WhatsApp and email, under the hotel's name. That's how Santo Domingo Bay sends its confirmations. Guests who message the hotel on WhatsApp get the link to the app to carry on there. The booking confirmation reaches the guest by WhatsApp and email. ## How to get started We onboard you hands-on and you can be live in days. If your hotel runs Oracle OPERA Cloud, Estevano connects read-only and you can revoke access at any time. If not, you can start without integration and check guests in from the console. Plans are Essentials, Pro and Enterprise, priced per room per month based on the size of the hotel. With Enterprise, your hotel gets its own app in the stores, just like Santo Domingo Bay. The quickest way in is to try the demo and look at the plans. How it looks in Estevano A guest writes in French in the app's chat and the concierge replies in French. ## Frequently asked questions **Which hotel uses Estevano in the Dominican Republic?** Santo Domingo Bay, with its own branded app on the App Store, connected to Oracle OPERA Cloud with read-only access. **Do you need Oracle OPERA Cloud?** No. If the hotel runs OPERA Cloud, Estevano reads in-house reservations and guest profiles from it. If it uses another PMS, it can start without integration and check guests in from the console. **Which languages does it speak with guests?** The guest app is available in Spanish, English, French, German, Portuguese and Italian, and the concierge replies in the language the guest writes in. **Does it work for an all-inclusive resort?** Yes. Each restaurant has its own menu, hours and sittings, and guests book against real tables. What each board basis includes is worked out with each hotel. ## Keep reading - Experience Serve every guest in their own language Translating is not understanding. How multilingual service works in chat and on the phone. - Integration Estevano does not replace your PMS What each one does, and how they work side by side every day. - Channel Ordering hotel services on WhatsApp or in the app What WhatsApp gives you, where it falls short, and what an app under the hotel's brand adds. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS. --- # Privacy policy · Estevano URL: https://estevano.com/en/legal/privacy How Estevano handles the personal data of hotels and their guests. Updated on 20 October 2026 ## At a glance A summary to help you find your way. The full text below is what applies. ### Two roles for two kinds of data For hotel staff accounts, we are the controller. For guest data, the hotel is, and Estevano processes it on the hotel's behalf. ### The data we process For guests, on the hotel's behalf: name, room, requests, chat messages and bookings. ### Your rights Write to us to exercise them. If you are a guest, send your request to your hotel and we will help you route it. ### Security measures Data travels encrypted and every hotel is kept apart from the others. This policy describes how Estevano processes personal data within its SaaS service for hotels. It is aligned with Regulation (EU) 2016/679 (GDPR) and Spanish Organic Law 3/2018 on data protection. ## 1. Controller Controller: POLARGATE, S.L. (Spanish tax ID B24895005), owner of Estevano. For any question about this policy or to exercise your rights, contact us at hello@estevano.com. ## 2. Dual role: controller and processor Estevano acts in two distinct roles depending on the data: - Controller for hotelier accounts (hotel staff who sign up to use the service): we process their email, name and usage data to deliver the service and manage the contract. - Processor for guest data entered by the hotel or generated by guests using the app (name, room number, requests, chat messages, bookings). The hotel is the controller of that data; Estevano processes it solely on the hotel's behalf and following its instructions. ## 3. What data we process - Hotelier account: email, name, hashed password, role within the hotel, technical usage data (access logs, IP). - Hotel operational data: hotel name, service configuration, content, schedules. - Guest data (on behalf of the hotel): name, room, requests, chat messages with the assistant, bookings, incidents. If the hotel uses them: phone number or email to send the access and other messages, conversations with the voice assistant and the device identifier for notifications. - Visits to the estevano.com website: pages viewed, country, language, device and where you came from, with our own cookie-free counter. It does not store your IP or what you type into forms; the unique visitor is a daily fingerprint that is not kept. The data is kept for 25 months. More in the cookie policy. ## 4. Purposes and legal basis - Delivering the service. Basis: performance of contract. - Maintenance, security and improvement of the service. Basis: legitimate interest of Estevano and the hotel. - Compliance with legal obligations (billing, authority requests). Basis: legal obligation. ## 5. Providers and sub-processors To deliver the service we rely on technology providers acting as processors or sub-processors, under contract and following our instructions. They fall into these categories: - Cloud hosting and database (based in the US): store the service data, manage account sign-in and serve the web app. They receive the data described in section 3. - Artificial intelligence for the chat assistant and request handling (based in the US): generates the chat assistant's replies, reads the conversation of each request to pull out useful hotel information, and tags requests and incidents. It receives the chat messages, the request conversation (including staff messages), incident descriptions and the hotel information needed to reply. - Artificial intelligence for translation and search (based in the US): translates messages between the guest and the staff and searches the hotel's information for what the guest asks in the chat and the voice assistant. It receives the text of the messages being translated and the guest's questions. - Voice assistant (based in the US): handles conversations with the hotel's voice assistant, by phone and, if the hotel turns it on, in the app. It receives the audio of the conversation, its transcript, the details the guest gives in it (for example, name or room) and, for calls, the caller's phone number. - SMS, WhatsApp and phone lines (based in the US): sends SMS and, if the hotel turns it on, WhatsApp messages (for example, access to the app or booking notices) and receives the replies. It also provides the hotel's phone number through which calls reach the voice assistant. It receives the phone number, the content of the messages and, for calls, the caller's number and the audio while it passes the call to the assistant. - Email delivery (based in the US): sends the service emails (for example, access to the app, booking confirmations, staff invitations or password resets). It receives the email address, the content of the message and whether the email is opened and which links are clicked. - Notifications on phones and browsers (based in the US): the operating systems' and browsers' notification services deliver notifications to the device. They receive the device notification identifier and the content of each notification, which may include the guest's or staff's message and the room number. - Payment processing: charges the hotel's Estevano subscription. It receives the hotel's billing and payment details and the email of the person who subscribes. It does not receive guest data. ## 6. Retention We keep the data for the duration of the contract with the hotel and afterwards for the applicable legal periods (typically up to six years for accounting). Guest chat messages and requests are kept according to the hotel's configuration and may be deleted on request. ## 7. International transfers Providers marked as based in the US may process data outside the European Economic Area. That transfer relies on the EU-US Data Privacy Framework where the provider is certified (adequacy decision under Article 45 GDPR) and, where it is not, on the Standard Contractual Clauses approved by the European Commission or other appropriate safeguards under Article 46 GDPR. ## 8. Your rights You can exercise the rights of access, rectification, erasure, objection, restriction and portability by writing to hello@estevano.com. If you are a guest of a hotel that uses Estevano, please address your request to the hotel, which is the controller of your data; we will help route it. You have the right to lodge a complaint with the Spanish Data Protection Agency (www.aepd.es). How to delete your account and your data, step by step: Delete your account and your data. ## 9. Security We apply reasonable technical and organizational measures: TLS in transit, role-based access control, logical tenant isolation, backups and audit logging. We do not claim certifications we do not hold. ## 10. Changes We may update this policy. The last-updated date appears in the header. For material changes we will notify the hotel customer through usual channels. ## Other legal documents - Legal Terms of service The terms hotels agree to when they use the service. - Legal Cookies policy What we keep in your browser, and why. - Legal Delete your account and your data How to ask for it, step by step, whether you work at a hotel or stay at one. --- # Terms of service · Estevano URL: https://estevano.com/en/legal/terms The terms that apply to hotels using Estevano. Updated on 12 October 2026 ## At a glance A summary to help you find your way. The full text below is what applies. ### A concierge for your hotel Guests ask in the chat and each request reaches the right part of the hotel. ### Sign-up with approval Estevano verifies and approves every hotel before switching it on. ### Your content stays yours Menus, opening hours and texts the hotel adds belong to the hotel. These terms govern the use of Estevano's SaaS service, a B2B platform for hotels. By signing up or using the service you accept these terms. ## 1. Service description Estevano provides an AI concierge for hotels together with modules for tickets, restaurant bookings, spa, room service, hotel information and displays (guest app, staff console, in-room TV, QR). ## 2. Account creation and activation Account creation and hotel activation are subject to verification and approval by Estevano. We may decline registrations that do not meet the service requirements. ## 3. Plans and billing Plans are described at /plans, and pricing is agreed in each hotel's proposal and contract. Automated card billing will be introduced soon; meanwhile, activation is handled manually after agreement with the customer. Specific payment terms and duration are agreed individually. ## 4. Acceptable use The customer agrees to use the service lawfully and not for illegal, fraudulent, abusive or rights-infringing purposes. Any attempt to compromise the service's security or availability is prohibited. ## 5. Intellectual property Estevano and its elements (software, design, brand, documentation) belong to their owner. The customer receives a non-exclusive, non-transferable right of use limited to the contract term. Content entered by the hotel remains the hotel's. ## 6. Availability We make reasonable efforts to keep the service available, but at this stage we do not guarantee a contractual SLA. Maintenance windows and occasional outages may occur. ## 7. Limitation of liability To the maximum extent permitted by applicable law, Estevano is not liable for indirect damages, lost profits, data loss outside its reasonable control, or decisions taken by the hotel based on the assistant's replies. Total aggregate liability is capped at the amount actually paid by the customer in the twelve months preceding the claim. ## 8. Personal data Processing of personal data is governed by the Privacy policy. With respect to guest data, the hotel is the controller and Estevano is the processor. ## 9. Term and termination The contract runs for the term agreed with each customer. Either party may terminate for material breach. Upon termination Estevano may suspend access and, after applicable legal periods, delete associated data. ## 10. Governing law and jurisdiction These terms are governed by Spanish law. Disputes shall be referred to the courts competent under applicable law. ## 11. Contact Legal and contractual matters: legal@estevano.com. ## Other legal documents - Legal Privacy policy How we handle the personal data of hotels and guests. - Legal Cookies policy What we keep in your browser, and why. - Legal Delete your account and your data How to ask for it, step by step, whether you work at a hotel or stay at one. --- # Cookies policy · Estevano URL: https://estevano.com/en/legal/cookies What Estevano stores in your browser and when it uses Google Analytics, only if you accept. Updated on 20 October 2026 ## At a glance A summary to help you find your way. The full text below is what applies. ### Only what's essential Your session, language, sign-up draft and cookie choice. ### Analytics only if you agree Google Analytics counts visits with no advertising, and you can withdraw from the footer. ### Clear it whenever you like From your browser settings. You'll need to sign in again afterwards. At Estevano we use the essential technical storage needed to run the service and, only if you accept, Google Analytics cookies to count visits to the estevano.com website. We do not use advertising or profiling cookies. ## 1. Essential technical storage To make the app work we use local browser storage (strictly necessary cookies and/or localStorage) for: - Keeping hoteliers and guests signed in. - Remembering the selected language preference. - Persisting the onboarding draft. - Remembering your choice about analytics cookies (key est-web-consent), so we do not ask again on every visit. This storage is strictly necessary to provide the service requested by the user and, under Article 22.2 of the Spanish LSSI law, is exempt from prior consent. ## 2. Analytics cookies (Google Analytics) Only on the public estevano.com website, and only if you click "Accept", we use Google Analytics 4 to know how many people visit the site, which pages they read and where they come from. They are not used in the hotel console or in the guest app. These are the cookies: - _ga: tells visitors apart anonymously. Lasts 2 years. - _ga_: keeps the session state. Lasts 2 years. We have set them up to collect as little as possible: advertising and ad personalization are denied, Google Signals is off, there is no remarketing, the addresses sent carry no parameters (except campaign ones such as utm_source) and data is kept for 2 months. Google Analytics does not store your IP address. The provider is Google Ireland Limited, which processes the data on our behalf. Google may also process it in the United States; Google LLC is certified under the EU-US Data Privacy Framework. The legal basis is your consent (Article 22.2 of the LSSI and Article 6.1.a of the GDPR). ## 3. Cookie-free visit counter On the public estevano.com website we also use our own visit counter, from Polargate, which uses no cookies and stores nothing in your browser, so it works even if you reject the analytics cookies. It counts the pages viewed and the clicks on email and outbound links, and the demo requested, without keeping anything you type into a form. It does not store your IP address or identify you: the unique visitor is calculated from a fingerprint of your IP and browser that changes every day and is not kept, so someone returning on another day counts as a new visit. The data is kept for 25 months. It is used only on the public website, not in the hotel console or the guest app. ## 4. How to accept, reject or change your mind The first time you visit estevano.com we ask you with a notice that shows "Accept" and "Reject" at the same level. Nothing from Google loads until you accept. You can change your choice at any time from "Cookie settings" in the footer of any page: if you withdraw it, we stop measuring and delete the _ga cookies from your browser. ## 5. Control in your browser You can clear local storage and cookies from your browser settings at any time. If you do, you will need to sign in again, saved preferences will be lost and we will ask you about analytics cookies again. ## 6. Contact Any questions: hello@estevano.com. ## Other legal documents - Legal Privacy policy How we handle the personal data of hotels and guests. - Legal Terms of service The terms hotels agree to when they use the service. - Legal Delete your account and your data How to ask for it, step by step, whether you work at a hotel or stay at one.