From inquiry to booking in one thread.
The correspondence manager writes offers from your rates and, if you wish, answers inquiries on its own.
Whoever sends a fitting offer first often gets the booking. But many inquiries arrive in the evening, when nobody is left at the front desk. In HANS the offer is already filled in when you open the inquiry, and if you like, it goes out by itself.
Whoever has waited longest for a reply is at the top.
The offer and everything you and the guest write to each other sit in one thread. The list shows what is open first, and within that the guest who has been waiting longest.
Marking something done takes one click. If the guest writes again, it reopens by itself. Anything that can wait until next week goes on a reminder and disappears from the list until then.
The offer is filled in when you open the inquiry.
HANS takes dates, guests and the requested room from the inquiry and the prices from your rate plans. Put several rooms side by side as options, and the guest picks one.
Your templates add the salutation and the offer to the email. “Preview & send” shows the message exactly as the guest will receive it, and only then does it go out.
The guest books straight from the offer.
Every offer has its own page with your rooms and terms. The guest chooses an option, pays, and the booking appears in your calendar at that very moment.
Payment works the way you set it up: deposit or full amount, by card, bank transfer or on site. A card is only charged once the booking is confirmed, and a room that has been taken in the meantime can no longer be selected.
If the room is taken, HANS suggests another.
With auto-replies, HANS answers inquiries itself. If the requested room is free, an offer for exactly that room goes out. If it is taken, HANS looks for another category, a shifted arrival or the part of the stay that is still free.
You decide how far the search may go, for example only larger rooms or at most three days earlier or later. If nothing at all is free, the inquiry goes to your team, or HANS declines politely.
At first, the automation only writes drafts.
In trial mode HANS places every offer in the thread ready to send, but sends nothing. You read along for a few days and switch over only when the replies are right.
Limits decide what a person should look at: long stays, large groups, certain words in the message. At night the reply waits until morning, and the list counts down to each send so you can stop any single one.
The guest’s reply lands in the same thread.
When the guest answers an email sent from HANS, the message appears right below yours. On the offer page the guest can write to you, and while they are there, your reply goes out as a chat instead of an email.
If you wish, HANS follows up a few days after the offer. If the guest has booked in the meantime, the offer has expired or someone on your team has written, there is no reminder.
Everyone sees who is looking after which guest.
Whoever replies becomes responsible, and a conversation can be taken over or handed on. Internal notes sit in the thread but never reach the guest.
If a colleague is writing to the same guest right now, you see it before two replies go out. A reply you have started is kept when you open something else in between.
As soon as you write yourself, the automation steps back.
If you answer an inquiry yourself, HANS drops the planned auto-reply. Everything sent in your name is in the thread and in the log.
Frequently asked questions.
- Does HANS read my email inbox?
- No. HANS only sees what runs through HANS: inquiries from the inquiry widget and your website, messages on the offer page and guests’ replies to emails sent from HANS. Your inbox stays as it is.
- Can an offer go out without me seeing it?
- Only if you set it up that way. Auto-replies are off by default and start in trial mode, where HANS only creates drafts. After that, HANS replies within the limits you set, and everything else goes to your team.
- What happens if the requested room is taken?
- HANS looks for an alternative according to your rules: another room on the same days, the same room a few days earlier or later, or the free part of the stay. If nothing turns up, the inquiry goes to your team, or HANS declines if you have set it to.
- Which address do the emails come from?
- Your own. You connect your mail server, or HANS sends through your own sender domain.
- In which language does HANS reply?
- In the language of the inquiry. HANS uses the matching version of your templates, so the wording is yours.
- Can the guest book without asking first?
- Yes. On the offer page they choose a room, pay what you ask for, and the booking is in the calendar straight away. If they have a question first, they ask it in the chat on the same page.
How many inquiries do you answer by hand today?
Tell us how an inquiry turns into an offer at your property. We will show you the same path in HANS.
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