Frequently Asked Questions
Find quick answers to the most common questions about our platform.
What is The Digital Hotelier?
The Digital Hotelier is a unified hospitality platform built around two core products: Guest-Journey, the digital guest experience platform, and TeamStream+, the hotel operations management platform. OptemAi, TDH's AI operations agent, is embedded within TeamStream+.
Does the guest need to download any app?
No. Guest-Journey is fully app-less. Guests scan a QR code with any smartphone camera and the hotel's platform opens instantly in their browser. No app store, no account, no login.
How many languages does TDH support?
Guest-Journey supports more than 7 natively translated languages, and the property chooses which languages to activate for their guests. TeamStream+ supports additional languages for staff communication through auto-translation.
Can TDH work outside of guest rooms?
Yes. The platform can be deployed across the entire property: F&B outlets, pool areas, beach zones, sunbeds, meeting rooms, or any location where a QR code is placed.
How long does implementation take?
Most hotels go live within 2 to 3 weeks. Our team manages setup, QR deployment, branding, and staff onboarding throughout the process.
Does TDH provide training before going live?
Yes. The implementation team provides full training to all relevant departments before launch, and makes sure everything is running smoothly before the property goes live.
Does the guest need to enter their room number or any personal details?
No. Each room has its own unique QR code. Scanning it identifies the room automatically. No personal information is required from the guest.
Does TDH collect any guest data?
No. The platform does not collect personal guest data, does not require logins, and does not use tracking or intrusive permissions. It operates on a privacy-first framework.
Can the platform be branded to match our hotel?
Yes. The full guest-facing interface, colors, logo, QR code design, and all content, is customizable to reflect your brand identity.
How are the QR codes presented in the room?
QR codes come as physical acrylic stands in multiple sizes and colors. They are included in the setup fee and provided by TDH. Designs are coordinated with your team to match brand standards.
How many promotional banners can we display?
Depending on your agreement, you can display up to 12 promotional banners on the home screen. Banners are available in all 7+ natively translated languages activated for your property.
Is the platform environmentally friendly?
Yes. Replacing printed room directories, menus, and promotional materials with a digital interface significantly reduces paper consumption across the property.
What is TeamStream+?
TeamStream+ is TDH's hotel operations platform for staff. It connects Housekeeping, Maintenance, Engineering, and Front Office in one real-time system, covering task assignment, communication, digital checklists, reporting, and more. It is available as a web app and a native mobile app on iOS and Android.
Is TeamStream+ included in the standard subscription?
TeamStream+ is priced separately. Please contact the Sales team for a plan tailored to your property size and requirements.
Does everyone on the team have the same access level?
No. Access is fully role-based. A housekeeper sees only their assigned rooms; a General Manager has full visibility across all departments, reports, and analytics.
Can tasks be assigned to a specific person or department?
Yes. Tasks can be assigned to any individual or department, and their progress is tracked in real time from the dashboard.
Can the Housekeeping supervisor monitor real-time room cleaning progress?
Yes. Supervisors can track live room statuses, see which rooms are DND or Make My Room, and with PMS integration, monitor which rooms are approaching check-out.
Can a team member report a maintenance issue from their phone?
Yes. Any TeamStream+ user can photograph an issue, create a maintenance ticket, and route it directly to the responsible department from their mobile device. The nearest available engineer receives an instant notification.
Can the manager see how long each room cleaning takes?
Yes. Supervisors and managers can see cleaning duration per room and generate detailed reports for the team or individual housekeepers.
Can the Engineering manager track all open tasks?
Yes. The Engineering manager has a full overview of all active, pending, and completed tasks within the department and can generate reports for senior management.
Does TeamStream+ support multilingual team communication?
Yes. The platform includes built-in auto-translation for team messaging, so staff communicating in different languages can collaborate without barriers.
What is OptemAi?
OptemAi is TDH's AI operations agent, embedded natively within TeamStream+. It analyzes live hotel data and provides clear, actionable recommendations covering scheduling, performance gaps, maintenance patterns, and cost efficiency, through a simple conversational interface.
Does OptemAi require any setup or additional hardware?
No. OptemAi is available as an add-on to TeamStream+. Once active, it connects directly to your live hotel data with no setup, no configuration, and no additional hardware required.
Can staff interact with OptemAi in their own language?
Yes. OptemAi supports most languages, so team members can ask questions and receive answers in their preferred language.
What can we actually ask OptemAi?
You can ask about anything in your operational data, room cleaning times, maintenance response rates, utility consumption, staffing patterns, and department performance. OptemAi responds with data-backed answers and specific recommendations.
Does OptemAi help with staff scheduling?
Yes. OptemAi analyzes historical demand and occupancy trends to recommend optimal shift structures, along with a projected labor cost comparison between current and suggested schedules.
How does a guest know their order has been accepted?
As soon as the property accepts an order, a confirmation message is displayed to the guest: "Your order has been Accepted."
What payment options are available?
Guests can pay via cash on delivery, credit card, room credit (if available), or online through TDH's payment gateway.
If a guest pays online, when does TDH transfer the funds to the property?
If payment is processed through TDH's gateway, funds can be transferred instantaneously or on a monthly basis following SOA submission and approval.
How are In-Room Dining orders processed?
Without POS integration, orders are routed to the TDH dashboard or staff mobile app, where a team member accepts and processes them manually. With POS integration, orders go directly to the POS system or KOT printer in the kitchen with no manual step required.
Does TDH take any commission on internal orders?
No. TDH does not take any commission on orders placed through the property's own services.
Can guests book a restaurant table or a spa treatment?
Yes. Guests can select any available outlet, choose a date and time, specify the number of guests, and add a note for special requests, all from the platform.
Is there a WhatsApp communication option for guests?
Yes. TDH includes a WhatsApp module that allows guests to communicate directly with a designated team member or department.
Does TDH come with its own dashboard?
Yes. TDH provides a centralized dashboard with real-time operational data, analytics, and performance reporting per department. Access is role-based, so each team member sees what is relevant to their area.
Can department managers update menus or content without contacting TDH?
Yes. Each department in-charge has direct access to their section of the dashboard and can make changes, menu updates, deactivations, promotions, at any time without going through TDH.
Does the Marketing team have independent access to update promotions?
Yes. The Marketing team has their own dashboard access to update banners and promotional content at any time, with changes taking effect immediately.
Are there extra charges when menus or promotions change and new translations are needed?
No. All translations are included in the SaaS subscription for the duration of the contract. There are no additional translation fees.
Can management view performance reports by department or external vendors?
Yes. Management has access to multiple operational and sales reports and can filter performance by individual departments or external vendors.
Does TDH integrate with our PMS?
Yes. TDH integrates with a wide range of leading PMS providers, syncing operational data in real time between TeamStream+ and your front desk. If your system is not on the list, we are open to discussing the integration and can typically accommodate it without difficulty.
Does TDH integrate with our POS or payment gateway?
Yes. TDH integrates with major POS systems and payment gateways, allowing orders to flow directly to your kitchen or point of sale without any manual handoff. If your current system is not on the list, we are open to discussing the integration.
Is TDH GDPR compliant?
Yes. TDH operates under a fully GDPR-compliant and privacy-first framework. The platform is also SOC 2 certified and PCI DSS compliant.
Is TDH suitable for independent hotels as well as large chains?
Yes. The platform is designed to scale. Whether you manage a single boutique property or a multi-property group, TDH adapts to your team size and operational structure.
What level of support is provided after launch?
TDH provides ongoing technical support, regular platform updates, and a dedicated account manager to support your team after go-live.
Can the property choose which external vendors appear on the platform?
Yes. Properties select from TDH's approved vendor list and choose which vendors are relevant to their guests and business model.
What is the hotel's liability for external vendor orders?
Guests must accept the vendor's Terms & Conditions before placing an order. These include a disclaimer that clearly identifies the vendors as independent third parties and limits the property's role to that of a facilitator.
Does the property earn revenue from external vendor orders?
Yes. All external vendor orders include a revenue-sharing arrangement with the property. The percentage varies by vendor.
When does the property receive its commission on external orders?
Commission payment schedules vary by vendor. Your TDH account manager can walk you through the specific terms for each vendor in your agreement.
How long do external vendors typically take to fulfill orders?
Most external vendors respond within 15 minutes and can deliver within 1 to 1.5 hours. Exact timing depends on the specific vendor.
Can the property's own suppliers be added to the platform?
Yes. Internal suppliers can be added. In this case, no revenue sharing applies and all revenue goes directly to the property.
Still Have Questions?
Our team is ready to walk you through everything. Book a demo to see the platform in action, or talk to sales to find the right fit for your property.
