Frequently Asked Questions
Yes, TDH solution comes in 7 languages of the property’s choice in native translation.
No, the guest does not need to download any Apps. TDH is a WebApp solution.
The guest does not need to input any information. TDH, works with a unique QR code in every room that identifies in which room the guest is.
TDH works with a unique QR code in the room and therefore does not need any customer Data. Therefore, TDH does not collect any Data.
The QR Codes can be fully customized to match your brand standards. Our team will collaborate with yours to design the best option that aligns perfectly with your brand identity
The QR Codes come in multiple Acrylics stand sizes and colors.
TDH can be used in any of the F&B outlets, including outdoor areas such as Pool & Beach. It can be effectively used for sunbeds or meeting rooms within the property as well.
If all the information is provided on time by the property, it will take between 2 to 3 weeks to go live.
The implementation team will provide a full training to all departments.
The QR Code stands are included in the Set-up fee and will be provided by TDH.
Yes, all translations are included in the Set-up fee.
There is a 30 day notice period to cancel the contract with TDH and no penalties.
Depending on your agreement, but you can have up to 12 banners in the home page.
Yes, you can have video banners of up to 12 seconds.
Yes, images and video banners are clickable and can be linked with any required website.
Yes, all promotional materials are natively translated into seven languages
As soon as the property accepts your order a message will show, “Your order has been Accepted.”
The guest will have multiple options to pay.
- Cash on Delivery
- Credit Cards
- Add to room credit, if available
- Pay online.
If the guest pays online via TDH gateway, the money can be transferred instantaneously or monthly following SOA submission and approval.
- Without POS Integration:
If there is no integration with POS system, the order will be directed to TDH dashboard or the staff TDH mobile App where it will give notification and require a staff member to accept the order and process the order through the POS.
- With POS system Integration:
If there is an integration with POS system, the order goes directly to the POS or the KOT Printer in the kitchen.
TDH does not take any commission on internal orders.
The guest can select the restaurant of their choice and request a booking for a select number of guests, date, time and add a note for special occasion.
The guest can select the treatment of their choice and request a booking date, time.
They can get new request via e-mail, WhatsApp, SMS, on the Dashboard or on the TDH mobile App.
Yes, TDH has a WhatsApp module for the guest to communicate with a dedicated person or department.
TDH provides a comprehensive Dashboard with all the required analytics, performance review and access per department to makes necessary changes.
You can add, remove or temporarily deactivate any menu items directly from the Dashboard.
Marketing Team will have access to a Dashboard, where all the changes can be made instantaneously.
There will be no additional charges. All translations are included in the SaaS subscription for the period of the contract.
Each department in-charge will have access to TDH Dashboard where they can make any necessary changes without notifying TDH.
The manager has access to multiple sales and operational reports and have access to review performance per individual department or external vendor.
Team Stream is the back-end solution by TDH. Team Stream comes as a Web based app or native app on the mobile phone, whether it is IOS or Android.
Team Stream comes with an additional charge. Please speak to one of our sales Managers for more information
Yes, you can assign tasks to different department and colleagues. You can also track the assigned tasks.
Every Department will have different access related to their department. The management team will have full access to all department.
The supervisor or manager can monitor all progress made by housekeeping team.
Any Team Stream member can raise a maintenance or housekeeping issue, take a picture and forward it directly to responsible department.
You can assign any number of rooms to any housekeeper via the Team Stream app and track the progress.
Yes, the information will be visible on Team Stream app, and linked with PMS, Guest facing app or the appropriate GRMS
If an option to integrate with Opera was chosen, the supervisor will be able to oversee which rooms are checking out.
The manager and housekeeping supervisor can see how long it takes to make each room and print report for the team or individual member.
The engineering manager has full overview of all activities within his/her department. He or she can also create reports for management.
The property can pick and choose from our approved vendor’s list which vendor is appropriate to their business.
All external orders require the guest to consent to the T&C which has a disclaimer that removes any liability on the property and states that these are 3rd party vendor, and the property is just a facilitator.
All external orders come with a revenue sharing with the property. The percentage varies from one vendor to the other.
The commission can be paid through instant split or monthly via bank transfer based on SOA, whichever is more convenient for the property’s accounts team.
The delivery time for external services depends on the vendor. Most external vendors respond back within 15min and can deliver within 1 to 1 ½ hours.
Yes, we can add all the properties supplier on the TDH App. There will be no revenue sharing with the Property suppliers.
Does The Digital Hotelier come in multiple languages?
Yes, TDH solution comes in 7 languages of the property’s choice in native translation.
Does the guest need to download any Apps?
No, the guest does not need to download any Apps. TDH is a WebApp solution.
Does the guest need to input room number and name?
A The guest does not need to input any information. TDH, works with a unique QR code in every room that identifies in which room the guest is.
Does The Digital Hotelier collect any Data?
TDH works with a unique QR code in the room and therefore does not need any customer Data. Therefore, TDH does not collect any Data.
Can the QR Code be customized to my Brand standards and colors?
The QR Codes are fully customizable to your brand standards. Our team will work with your team to design the best design that fits your brand.
How are the QR codes placed or presented in the room?
The QR Codes come in multiple Acrylics stand sizes and colors.
How many promotional banners can we have?
Depending on your agreement, but you can have up to 12 banners in the home page.
Can we have video banners?
Yes, you can have video banners of up to 12 seconds.
How does the guest know his order has been accepted?
As soon as the property accepts your order a message will show, “Your order has been Accepted.”
How can the guest pay for his orders?
The guest will have multiple options to pay.
- Cash on Delivery
- Credit Cards
- Add to room credit, if available
- Pay online
If a guest pays online, when will TDH pay back the property?
If the guest pays online via TDH gateway, the money can be transferred instantaneously or monthly.
How does the In-Room Dining order processed?
- Without POS Integration.
If there is no integration with the POS, the order will go to TDH dashboard or the staff TDH mobile App where it will ring and require a staff member to accept the order and punch the order in the POS.
- With POS Integration.
If there is an integration with the POS, the order goes directly to the POS or the KOT Printer in the kitchen.
Can items be added or removed from the menu?
You can add, remove, and make changes to any items on the menu from the Dashboard.
Does The Digital Hotelier take any commission on internal orders?
TDH does not take any commission on internal orders.
Can the guest place an order outside the hotel or property?
No, they can’t. TDH is an In-room app that has a geolocation. Furthermore, it requires the guest to rescan at every hour. This is to secure the hotel or property from outside orders or beyond check out.
Does The Digital Hotelier have any POS integration?
Yes, TDH is integrated with the following POS systems.
- Micros
- Infrasys
Can the guest book a restaurant table at the property?
The guest can select the restaurant of their choice and request a booking for a select number of guests, date, time and add a note for special occasion.
Can the guest book a Spa Therapy at the property?
The guest can select the treatment of their choice and request a booking date, time.
How does the Restaurant or Spa get notifying of a new booking request?
The Restaurant or Spa can get new booking request, via e-mail, WhatsApp, SMS, on the Dashboard or on the TDH mobile App.
How does Housekeeping get notifying of a new request?
Housekeeping can get new guest request, via e-mail, WhatsApp, SMS, on the Dashboard or on the TDH mobile App.
How does Laundry Department get notifying of a new request?
Laundry department can get new guest request, via e-mail, WhatsApp, SMS, on the Dashboard or on the TDH mobile App.
If a guest raises a maintenance issue, where does that message go?
The Engineering department can the notification via e-mail, WhatsApp, SMS, on the Dashboard or on the TDH mobile App.
Can the Marketing team make their own changes in the promotion sections, or do they need TDH to make the changes?
The Marketing Team would have access to a Dashboard from where they are able to make all change instantaneously.
If there are changes in the menus or in the promotions and there is a requirement for new translations, does TDH charge extra for these translations?
There will be no additional charges. All translations are included in the SaaS subscription for the period of the contract.
Can the F&B team make modifications without notifying TDH?
Each department will have different access to the TDH Dashboard where they can make any changes required without notifying TDH.
Is there a WhatsApp communication option on The Digital Hotelier App for the guest to communicate with staff?
Yes, TDH has a WhatsApp module for the guest to communicate with a dedicated person or department.
Can The Digital Hotelier work in other outlets other than the guest room?
TDH can be used in any of the F&B outlets including outdoor areas such as Pool & beach.
Does The Digital Hotelier come with its own Dashboard?
TDH provides a comprehensive Dashboard with all the need analytics, performance review and access per department to makes necessary changes.
Can the Manager view or get a performance report per department or external vendor?
The manager has access to review overall performance or per individual department of external vendors.
Can the Hotel or Holiday home select which external vendor they would like to have?
The property can pick and choose which vendor is appropriate to their business.
For external orders, what are the liabilities on the Hotel or property?
All external orders require the guest to consent to the T&C which has a disclaimer that removes any liability on the property and states that these are 3rd party vendor, and the property is just a facilitator.
Does the property make any revenue from the external vendors?
All external orders come with a revenue sharing with the property. The percentage varies from one vendor to the other.
When does the Hotel or property get its commission on external vendor orders?
The commission can be paid instantaneously via instant split or monthly. Whichever is more convenient to the customer.
What is the delivery time for external services?
The delivery time for external services depends on the vendor. Most external vendors respond back within 15min and can deliver within 1 to 1 ½ hours.
Can internal suppliers be added to The Digital Hotelier App?
Yes, we can add all the properties supplier on the TDH App. There will be no revenue sharing with the Property suppliers.
What is Team Stream?
Team Stream is the back-end solution by TDH. Team Stream comes as a Web based app or native app on the mobile phone, whether it is IOS or Android.
Is Team Stream free of charge?
Team Stream comes with an additional charge. Please speak to one of our sales Managers for more information
Can you assign tasks to different department or colleagues?
Yes, you can assign tasks to different department and colleagues. You can also track the assigned tasks.
Does everyone have the same access on the Team Stream app?
Every Department will have different access related to their department. The management team will have full access to all department
Can the Housekeeping Supervisor monitor the housekeeping progress?
The supervisor or manager can monitor all progress made in housekeeping.
Can a housekeeper raise a maintenance issue?
Any housekeeping member can raise a maintenance issue or take a picture and forward it directly to Engineering.
Can I assign a room or rooms to a specific housekeeper?
You can assign any number of rooms to any housekeeper via the Team Stream app and track the progress.
Can the housekeeping supervisor oversee which room are DND (Do Not Disturb or MMR (Make My Room)?
If the appropriate GRMS solution is in place, the supervisor will be able to see the MRR and DND
Is the Housekeeping supervisor able to see which rooms are ready for check-out?
If there is an integration with Opera, the supervisor will be able to oversee which rooms are checking out.
Can the manager or housekeeping supervisor see the time for each room cleaning?
The manager and housekeeping supervisor can see how long it takes to make each room and print report for the team or individual member.
Can one redirect a task to another team member?
Yes, they can forward an assignment to another team member.
Can the engineering manager monitor the progress on all or specific tasks?
The engineering manager has full overview of all activities within his/her department. He or she can also create reports for management.
Can the engineering department de-activate a room with major maintenance issues?
The engineering manager can de-activate a room that requires major repair or due to refurbishment.
How long does it take to implement The Digital Hotelier?
If all the information is provided on time by the property, it will take between 2 to 3 weeks to go live.
Does the Digital Hotelier provide a training before going live?
The implementation team will provide a full training to all departments.
Who will print and provide the QR codes stands?
The QR Code stands are included in the Set-up fee and will be provided by TDH.
Are the translations included in the Set-up fee?
Yes, all translations are included in the Set-up fee.
Can I cancel my contract with the Digital Hotelier at Any time?
There is a 30 day notice period to cancel the contract with TDH and no penalties.