The questions people actually ask us.
The ones that reach us by phone and by email, gathered by topic and answered in full.
How it answers
What is a digital concierge?
It is a virtual assistant that takes the place of the printed guide in the room and of the question at the desk. The guest writes to it in their own language, it answers with your property's own information, and when a request needs a person it sends it to the right team. You get there from the QR code in the room, in the phone's browser.
What is the difference between ConSergio and a chatbot?
A chatbot answers and stops there. ConSergio sees things through: it books the transfer, sends the late check-out request to the team that handles it, and shows the guest the status moving along until it is done. And the answers come from the content you loaded, not from whatever the AI finds out there.
How does it know how my place works?
It answers only with what you gave it: your unit's instructions, the timings, the places you recommend. It does not fish around the internet and it does not improvise, so it will not tell your guests about things your place does not have.
And if a guest asks something it cannot answer?
It does not make anything up: it says so and passes the request to you, with what was asked and which unit it came from. Those questions also land in the history, so you can see what your guide is missing and add it once and for all.
Do I have to stay glued to my phone?
No, it is the other way round. The recurring questions close in chat without reaching you, and a notification comes only for what needs a person: a leak, a code that will not work, a change of time.
What happens to requests that come in at night?
They stay on the board until somebody picks them up. Whoever comes in the next morning finds the new column already full, with the room, the language and the time of each request, instead of piecing the night together from scraps of paper.
The entertainment programme changes every day: can I update it myself?
Yes, and it updates at the source. The assistant answers with the content you loaded, so you change the programme in the dashboard and from that moment it is what guests are told, in whatever language they ask. Anyone with the chat already open reads the new version from their next message.
Can I correct an answer I am not happy with?
Yes, and you correct it at the source: the assistant answers with the content you gave it, so you change the information in the dashboard and from then on it answers the new way. The history also shows you the questions that went unanswered, which are the gaps to fill.
From the guest's side
Does the guest have to pay or sign up?
Never. The guest pays nothing in the system and does not have to register or hand over personal data. You handle the price of the services the way you already do today.
Doesn't it take away the relationship with guests?
It takes away the questions you answer on autopilot, the ones that keep you on the phone while your guests are at the table. The time that frees up goes back where it belongs, which is with them.
Does the QR code work on the pitch too, where the Wi-Fi does not reach?
Yes. The chat is a web page that opens in the phone's browser, so it works over the campsite Wi-Fi just as it does over the guest's own data: one of the two is enough. If your Wi-Fi only covers the common areas, the QR code on the pitch post is still worth having.
And if there is no phone signal at the hut?
Then ConSergio works before and after, not during. The link goes out with the booking confirmation, so the questions of the day before (how to get there, whether the road is open, what to bring) get asked from home or from the valley floor, where there is signal. If you have Wi-Fi at the hut, the QR code on the door works like anywhere else. If there is neither signal nor Wi-Fi, and the questions all arrive once the guest is already up there, we will tell you before selling you a subscription.
How many languages does the assistant answer in?
The interface and the content come in 6 languages: Italian, English, German, French, Spanish and Dutch. The chat answers in the others too, with nothing for you to configure.
Does the guest have to download anything?
No. They scan the QR code and the chat opens in the phone's browser, the same way on iPhone and on Android.
And if the guest does not scan the QR code?
The QR code is a shortcut to a web address, and you can also send that address by message before arrival or put it in the confirmation email. Anyone who would rather ask in person carries on doing exactly that.
Setting your property up
I have more than one flat: do I have to set them up one by one?
Whatever holds for every unit you write once. For each flat, what is left is only what genuinely differs: the entrance code, where to park, how the heating comes on. And if you already have a guest guide as a PDF, loading it lets the assistant fill in most of the work.
Do I have to write all the local recommendations myself?
Write the ones you actually give: the winery you send guests to, the path that starts behind the house, the market times. You write them once in your own language and they are told to each arriving guest in theirs, without you translating anything.
Where do I put the QR code if I have no rooms?
Wherever the guest goes: on the pitch post, at the entrance kiosk, on the bar counter, inside the mobile homes. You generate them from the dashboard, one per pitch or common area, and print them however you like. It is still one property, because the fee is per property and not per pitch.
How long before my property is up and running?
The account opens in 5 minutes. Setting up services, timings and information takes an afternoon, and if you upload the PDF of your guest guide the AI fills in most of the catalogue for you.
Who prepares the room QR codes?
You generate them from the dashboard, one per room or common area, and print them however you like. Some put them on a card on the bedside table, others have them engraved on a plate by the door.
Do I need somebody technical to set it up?
No. You open the account, fill in your property's details and print the first QR code. If you already have the guest guide as a PDF, uploading it fills in most of the catalogue by itself.
Can the app the guest sees carry my logo and my colours?
Yes. Among the styling settings you pick the one closest to your property, and you preview them before deciding. Then you upload your logo, which appears in the header in place of the name alone, and a cover image for the opening screen. The choice applies to every room and you can change it whenever you want.
Are there properties this makes no sense for?
Yes. If your guests ask few questions and ask them in person without it weighing on you, a digital concierge only adds one more thing to think about. It earns its place when the same questions come back every day, arrive out of hours, or arrive in a language you do not speak.
Can I see it working before I sign up?
Yes, and without asking anybody: the demo is open and you get in from your browser, exactly as one of your guests would. To see the property side as well, the board and the statistics, twenty minutes with us is enough.
Staff, systems and numbers
Do I have to change the property management system we use?
No, and you do not even need to connect it. ConSergio works alongside what you already have: it takes care of the conversation with the guest and the requests that come out of it, while rooms and rates stay exactly where they are now.
Which of the staff can see the requests?
Whoever you decide. Roles separate what the owner sees from what the front desk sees, so whoever is at the desk has the requests to deal with in front of them without also getting at the financial figures.
How do I know whether the extras are paying off?
Every offer leaves a trace: how many the guest saw and how many they accepted. At the end of the month you see what the transfer brought in, what the spa brought in, and which services nobody asks for. Those are the numbers for deciding what to push and what to drop.
Does it work for a farm stay as well?
Yes. Out in the country the questions belong to the season and the place: what time dinner is, where to park the van, whether the path behind the house takes a pushchair. The digital concierge tells them in the language of whoever is asking, even while you are among the tables.
I run a bed and breakfast with four rooms: isn't this too much for me?
No, it is the size it was built for. A small B&B has no front desk, so the questions all land on your phone, at any hour. ConSergio takes them: you write the breakfast times and the places you recommend once, and from there it answers in the language of whoever asks. The smallest plan covers properties with up to about ten rooms.
How do you end up selling more services during the stay?
By offering them at the moment they are actually wanted. The guest asks what time breakfast is and hears that there is a shuttle to the centre at nine: the booking starts there, inside the conversation. It is the upselling you would do out loud at the desk, done with every guest and at any hour.
Can I give all the staff access?
Yes. Each person signs in with their own account and the role you give them, Owner or Front desk, and on top of the role they can be assigned to a team, so the kitchen's requests do not end up mixed in with maintenance.
What it costs, and for how long
What does a digital concierge cost, and is there a minimum term?
Plans start at €29 a month per property, with the AI concierge in all of them. No minimum term: cancel whenever you want. On the yearly plan you pay for 10 months instead of 12.
Does the price change if I have more rooms?
No. The fee is per property, not per room: with three rooms or with thirty you pay the same. What tells the plans apart is how much you use them: the chat messages included each month, and the features that come with moving up.
What counts as a message?
Every message exchanged in chat between the guest and the assistant. Requests sent from the service catalogue use none: those are unlimited on every plan.
How long do conversations stay available?
It depends on the plan: 30 days on Essential, 12 months on Plus, 24 months on Premium. The history is there to show you what your guests ask, and which questions went unanswered.
Can I change plan later?
Yes, at any time and in both directions. Start on Essential and move up when you need more messages, the outside sources or the advanced statistics.
I have a restaurant, a beach and a pool: do they count as separate properties?
No, a holiday park is one property and the fee is per property. The service points become entries in the catalogue and teams to route requests to. What changes as you move up a plan is how much you use it: the messages included each month and the features that come with it.
I have a single hut: does the fee make sense?
The Essential plan starts at €29 a month, includes the multilingual concierge and is meant for properties with up to about ten rooms. If you only open in season you pause during the closed months, so you pay for the ones you work.
What happens if I want to stop?
You cancel, and that is it, because the fee is monthly and there is no minimum term. There is no upfront investment to write off and you replaced nothing to use it, so going back to how you worked before takes no undoing.
My property closes for the winter: can I pause the subscription?
Yes. From the subscription area you switch off when you close and back on when you reopen, so you pay for the months the property is working. The content stays where it is: when you reopen you find services, timings, answers and QR codes as you left them, and the first guest of the season finds everything ready.
What happens if I run out of the messages in my plan?
We warn you before it happens, so you can move up a plan for the current month. The messages included renew every month, and requests sent from the service catalogue use none of them.
How is the fee paid?
By card, charged automatically at the start of each period, monthly or yearly depending on the plan you choose. The invoice arrives by email, made out to your property.
I have two properties: do I need two subscriptions?
Yes, the fee is per property, so two properties are two subscriptions. Since you run both, one login switches you between them.
Us and your guests' data
Who is behind ConSergio?
DevInterface SRL, a software house in Bussolengo, in the province of Verona. It is not somebody else's product that we resell: we write it and maintain it here, so whoever answers the phone works at the same company that built the software.
Where does my guests' data live?
In the European Union. And the bigger point is that we collect no personal data about your guests at all: opening the chat takes a scan of the QR code, with no sign-up and no contact details left behind.
If something goes wrong, who do I talk to?
With us. Support comes from the people who build the product, not from a third party: write to info@consergio.ai or call the number below. The Premium plan also includes hands-on help with setup.
Does my property's content train the artificial intelligence?
No. The model receives the guest's question and the extracts of your content needed to answer it, and uses them to compose that one answer. The business APIs we work with rule out using that data for training, and that is what the contract provides for, not a box somebody here has to remember to tick.
I need the DPA for my record of processing activities. Where do I find it?
It is public, with the list of sub-processors and security measures at the end: you can read it and download it at app.consergio.ai/legal/dpa, and it is the same document you accept when you register the property. If you need a signed copy write to info@consergio.ai.
Who is the data controller for my guests' data?
Your property. The content you upload and the conversations your guests have with the assistant stay yours, and we process them to make the service work for you: in GDPR terms you are the controller and we are the processor. The data processing agreement is what puts that in writing.
If I pause, do I lose what I loaded?
No, it stays in your account. Pausing stops the service towards guests and leaves everything you configured intact, so when you switch back on you carry on from where you were.
If your question is not here, ask us.
Write to info@consergio.ai or call the number at the foot of the page. The questions that reach us end up in here, so yours helps whoever reads after you.
A good many of the questions come down to price: see the three plans