Technology & AI
The complaint is not the problem.
How you handle it is.
A guest who had a bad stay often leaves for good because the reply was late, vague, or copied from a template. We built a tool that drafts a better reply. You still send it.
The tool
A draft written for a hotel, not a generic chatbot.
Paste a complaint from email, a review, or WhatsApp. The tool reads what the guest is actually upset about and suggests a reply that names the issue, stays specific, and sounds like a person.
- It acknowledges what went wrong, without a pile of empty apologies.
- It answers that guest’s issue, not a generic version of it.
- It can offer a reason to come back.
- You edit it, then you send it.
How it works
Four steps.
01
Paste the complaint
Copy in the guest message, review, or email. No formatting required.
02
The model reads it
It looks at the tone and the specific issue, then judges whether the reply should be practical, empathetic, or both.
03
You get a suggested response
A draft in plain hospitality language, ready for you to edit.
04
You stay in control
The tool suggests. You decide what gets sent.
Beta
Free access, for now.
The tool is in active development. A small number of properties can use it while we refine it. There is no countdown and no card to enter. If you want to keep it after the beta, we will say what that costs before anything changes.
It is for independent hotels, boutique properties, B&Bs, and short-term rentals whose own team answers guests. It is not built for a chain with a guest-relations department.
We reply within 24 hours. English, German, and Polish.
PIN
The app we built for our own properties.
We build the software we use. PIN is our in-house web app for the properties we operate, and the AI side drafts a reply when a guest complains. The draft is a suggestion. The property still sends it.
Putting that reply into the way a team already works — the inbox, the reviews, the people on shift — is separate, hands-on work. For a small property that can be one session. For several properties it is a longer engagement. It starts with a conversation.
Start with a conversation