Answer every traveller fast, even when plans change
Put bookings, changes and refunds on one inbox for every channel — so travellers get a reply even when your team is off or the phones are ringing.
Plans change at
the worst hour
Guests message mid-journey, from another timezone, usually once something has already gone wrong. A reply the next morning is not really a reply.
Enquiries arrive around the clock
Rates, availability and inclusions get asked at every hour, from every market you sell into.
Typical wait: overnightThe same questions, every stay
Check-in windows, directions, parking and keys are asked ahead of almost every single booking.
Typical wait: hoursDisruption arrives all at once
Delays, cancellations and date changes land together, exactly when your team is most stretched.
Typical wait: hoursOnlo answers, then
makes the change
Replies come from your live availability, rates and policies, and the change is processed end to end — with a human tick held on anything refundable.
From your property
Rates, availability, inclusions, check-in details and local information, in the guest’s own language.
Not just a reply
Dates moved, upgrades applied, late arrivals noted and directions sent inside the thread.
With full context
Refunds and cancellations wait for approval, and a rejection becomes an assigned ticket.
Through disruption
Delay and cancellation surges answered at the same speed as a quiet week.
Why operators move to Onlo
Faster answers for guests, calmer disruption weeks, and cover through every hour your property is open.
No guest waits
Answered at 3am, in the language the guest wrote in.
Live in an afternoon
Connect your channels, point Onlo at your property. No engineers.
Absorbs disruption
Delay and cancellation surges answered at the same speed as a quiet week.
From connected to answering
Connect your channels
Website chat, email, voice and Slack in one shared inbox.
Point Onlo at your property
Rates, availability, check-in details, policies and local information.
Set the guardrails
Choose what Onlo changes alone and what needs a human tick before it goes through.
Watch it tighten
Track what guests ask before and during a stay, and remove the repeat contacts.
Where Onlo does the work
Bookings, changes and on-trip questions answered instantly — including at 3am when plans fall apart.
Booking questions
Availability, rates, room types and inclusions answered while the guest is still comparing options.
Changes and cancellations
Date moves, upgrades and cancellations handled to policy, with approvals on anything refundable.
Pre-arrival and check-in
Directions, check-in windows, parking, keys and late arrivals sorted before the guest lands.
On-trip issues
Disruption, delays and in-stay requests answered immediately, at any hour, in any timezone.
Local recommendations
Consistent, on-brand answers about the property, the area and what is included.
Seasonal spikes
Peak-season and disruption volume answered at the same speed as a quiet week.
Turn a mid-stay problem into a tracked ticket
Some questions need more than a quick reply. A room fault, a missed transfer, a billing dispute — spin a ticket off the conversation, assign it to the team on shift, and track it to done.
Learn more about ticketing →Questions, answered
Can Onlo change a booking?
It can raise and process changes through your booking system, with an approval step on anything that affects money.
Does it work in multiple languages?
Yes. Guests are answered in the language they write in, from the same set of policies.
What happens overnight?
Onlo answers in full overnight and escalates only what genuinely needs a person, waiting in your inbox for the morning.
Can staff step in?
Any thread can be taken over. Onlo observes and resumes if the operator goes quiet for a minute.
How long does setup take?
Under five minutes. Connect your channels, point Onlo at your property information and policies, and it gets to work straight away — answering what it can and flagging anything you’ve marked as critical for a person.