Premium Support
Expert help, precisely when you need it with HotelFriend Premium Support
Dedicated specialists, sub-minute response times, and proactive solutions. Your team stays focused on what moves the needle.
<90s
Average First Response
24 / 7
Expert Availability
4.98
Client Satisfaction Score
How we work with you
A partnership built for the long run.
From the moment you sign on, every interaction is designed to make your team faster, more confident, and more successful.
Guided Onboarding
Your dedicated Onboarding Coach takes ownership of getting you live — quickly and without friction. We tailor every configuration to the specifics of your property, so there's no guesswork. By the time your team touches the system, they already feel at home in it.
Real People, Real Answers
When questions arise, we're right there — reachable by call or email, with none of the runaround. You speak directly to german speaking specialists who understand your setup and respond with clarity and speed. It's the kind of support that lets your team stay in flow, not stuck waiting.
Ongoing Growth Reviews
Our partnership doesn't end at go-live. We schedule regular business reviews where our team brings fresh perspective, proven best practices, and sharp eyes for untapped opportunity — helping you reach your goals sooner and stay ahead of what's next.
What you receive
Support that thinks ahead.
Every plan includes direct access to senior engineers — no queues, no scripted responses, no wasted hours.
Instant Escalation
Critical issues bypass all queues and route directly to senior engineers with full context — within seconds of submission.
Dedicated Specialist
A named expert learns your stack, your business, and your team. They know your environment before an issue ever arises.
On-site Visit Specialist
A dedicated expert comes directly to your hotel or office to work hands-on with your team. They ensure optimal system setup, resolve complex issues on location, and provide tailored guidance based on your real operational environment.
Proactive Monitoring
We watch your systems around the clock, detecting anomalies and alerting your team before small issues become incidents.
Full-spectrum support
Covered from day one.
From onboarding and training to live chat, community, and events — we’re here to support you at every step and help you grow with confidence.
Personalized Onboarding
Your dedicated Onboarding Coach walks alongside you through every stage of setup — configuring the system around the nuances of your property and ensuring your team steps into day one with clarity and confidence, not questions.
Reservation Import
We handle the heavy lifting so your team doesn't have to. Our specialists migrate your full inventory, guest records, and both past and future reservations — precisely, completely, and without disruption to your operations.
Self-Guided Training
Over 100 on-demand video lessons in our Learning Hub, alongside a comprehensive knowledge base and practical SOPs crafted by hospitality experts. Your team builds genuine expertise on their own schedule, at their own pace.
German-Speaking Support
Reach a dedicated team of hospitality specialists by email or phone — in your language. No language barrier, no generic scripts. Just real experts who understand the industry, respond quickly, and treat every question as if it were their own.