After-sales support for your hotel management software
Support is the part of this product our longest-standing customers actually talk about, so it is worth setting out plainly rather than in adjectives.
Both of the customer stories on this site are, in the end, about support.
What you get
Every Resort Manager solution comes with a 12-month guarantee. It covers:
- Unlimited support
- for any operating or software issue, through a web-based problem reporting system, so nothing depends on catching one person at their desk and every issue has a record.
- Repair or replacement of faulty hardware that we supply
- If we sold you the hardware, it is our problem when it fails — not a conversation between you and a third party while your front desk waits.
- Free installation and training
- with the purchase of any modular package. The only charge is any travel expenses actually incurred.
Further training and system assessment are available afterwards, for properties that have taken on new staff, changed how they operate, or want to use more of what they already own.
When you can reach us
Two tiers, and the distinction is deliberate rather than a way of narrowing the promise.
- Key operational systems: 24/7
- The things that stop a hotel working if they stop working — covered around the clock, whatever time it happens.
- Requests and general help: Bali office hours
- Questions, changes, "how do I", training follow-ups and everything that can wait until morning.
Bali is UTC+8. For a property in Thailand that is one hour behind, so our office hours and yours are effectively the same working day. For Indonesia they are the same hours exactly. That is not an accident of geography we are dressing up — it is why being in Bali matters more than it sounds.
Compare that with a vendor supporting Southeast Asia from Europe or North America, where the overlap with your working day is an hour or two at the edges, and a question asked at nine in the morning is answered tomorrow.
The telephone
There is a direct telephone line for customers, and it is not published on this website.
That is deliberate, and worth explaining rather than leaving you to wonder. A support number published on a public page is worked by cold callers and spam within a week, and every one of those calls is answered ahead of a customer with a real problem. Keeping the number with the people paying for support is how the line stays worth having.
You get it when you become a customer.
Why we lead with this rather than with features
Read what our customers wrote, unprompted:
Resort Manager support is always just on the end of the phone to answer any questions from our staff.
That is Code Hotel on Koh Samui, explaining why they left one of the three largest property management systems after three years of being extremely disappointed by the support they had.
The follow-up sorting out of inevitable glitches was speedy, and the ongoing support is excellent.
That is Maekok River Village. Note the phrase "inevitable glitches" — theirs, not ours. Every implementation has them. The question was never whether they happen; it is who deals with them, and how quickly.
Neither of those is a feature. Both are the reason some properties have been running this software for more than sixteen years and are still running it today. A feature list tells you what a system can do on the day you buy it. Support tells you whether it is still working for you in a decade.
Who answers
The people who build Resort Manager are the people who support it. Who that is.
That is the whole difference. The person you reach understands the software because they wrote it, rather than reading from a script and escalating. They can usually fix the problem rather than logging it for somebody else to look at tomorrow.
We are a small company, and that shapes what support looks like here. It is not a call centre and it does not pretend to be one.
For a small hotel, boutique property, beach resort, guest house or villa operation, that has repeatedly turned out to be the better trade. For a large branded property with a corporate technology standard, it may well not be, and we would say so.
Questions worth asking any vendor
Not just us. Before you commit to any property management system:
- Who answers when something breaks in the middle of high season?
- Is support included in the price, or a separate tier that costs more when you need it most?
- Can the person answering fix it, or only record it?
- If the vendor supplied your hardware, who is responsible when it fails?
- What does installation and training cost, and is it included?
We have answered all five above. Ask us anything else.
Common questions
What does the 12-month guarantee cover?
Unlimited support for any operating or software issue through a web-based problem reporting system, and repair or replacement of any faulty hardware that we supplied.
Is installation and training included?
Yes — free installation and training come with the purchase of any modular package. The only charge is travel expenses actually incurred. Further training and system assessment are available afterwards.
What happens if our property management system fails at midnight in high season?
Key operational systems are covered 24/7 -- the things that stop a hotel working if they stop working. Requests and general help are handled during Bali office hours, UTC+8, which is the same working day as Indonesia and an hour ahead of Thailand. The person who answers built the software, so they can usually fix it rather than log it.
What hours is support available?
Key operational systems are covered 24/7 — the things that stop a hotel working if they stop working. Requests and general help are handled during Bali office hours (UTC+8), which is the same working day as Indonesia and one hour ahead of Thailand.
Is there a support telephone number?
Yes, for customers. It is not published on this website — a public support number is worked by cold callers within a week, and every one of those calls is answered ahead of a customer with a real problem. You get the number when you become a customer.
Ready to experience the benefits of Resort Manager for yourself?
Contact us today to schedule a demo or learn more about our software.