Support

What support looks like here: a manual on every screen, refusals written for the person at the desk, a log that answers "what happened", and a person at the other end of the mail.

Support for hotel software is usually a phone number and a ticket. Here most of it is built into the product, on purpose, so the phone is the last step rather than the first.

Before you need us

• Press ? on any screen. The manual opens with the topics for that screen, with pictures, filtered to your modules and your role. A hotel keeps its own notes beside ours.
• Paste the sentence. Every refusal the system makes is written in plain words and has a page in the public manual; paste it into the search box and the page comes back.
• Read the log. Every change to every record says who, when and from where, on one page. "What happened to booking 4471" is a read, not a call.

When you do

Send four things to info@theorionhotels.com: your hotel ID, the screen you were on, the exact sentence it said, and roughly when. With those four we can read the log ourselves and answer with what happened, not with questions.

What we can and cannot see

Our own people cannot open your hotel. Your administrator grants a support session — to a named person, for a number of hours, with a reason — and can see afterwards who was inside and when. Nothing we do inside is written in your name.

Onboarding and training

A hotel is opened in an afternoon and the desk is trained in half a day, against the manual, on the demo hotel first. The onboarding board tracks a group opening many hotels. None of this is a separate invoice.

What we do not promise

A fifteen-minute SOS line, twenty-four hours a day, in thirty languages. We are a small team inside a hotel group, in India, and we answer mail in India's working day. What we do promise is that the answer will come from somebody who has read your log and the code, in a sentence you can act on.