The new HazCheckin support: human help whenever you need it

Ask us what sets HazCheckin apart and the answer isn’t a feature: it’s that you’re never on your own. We automate your check-in, your guest registration and your SES.HOSPEDAJES submissions — but when something goes sideways at 11 pm with a guest at the door, what you need is a person on the other side. Today we’re shipping our biggest support upgrade since launch, and it’s about exactly that: bringing our team closer to you than ever.

Real people, inside your chat

Until now, when your case needed human hands, the conversation jumped to email. Not anymore: our team joins your support chat directly, in the same window, with nothing required from you. You ask for help, and a person shows up in the conversation.

When someone from the team takes over your conversation:

• You see a clear notice: “A support agent has joined the conversation and will reply to you right here.”
• Their messages arrive labelled Support team, so you always know you’re talking to a person.
• They can send you screenshots to show you exactly where to click — and you can zoom them with a tap, without leaving the chat.
• When your case is sorted, the chat tells you. And if you need someone again later, just say so: whenever you ask for a person, a person steps in.

No tab switching, no ticket numbers to paste into an email, no repeating your problem from scratch. It’s one conversation, start to finish.

And instant answers at any hour

For quick questions — how to send a check-in link, what a booking status means — there’s no need to wait for anyone: Alba, your virtual assistant, replies in seconds, around the clock. Every bubble in the chat shows who is talking, and Alba is just the first line: the moment your case needs human judgement, or you simply ask, the team takes over in the same conversation.

A Support section with your full history

We’re also launching a Support section in the dashboard menu. It’s your complete archive: every incident you’ve opened, its reference, its status — Received, In progress, Resolved — and when it last moved.

Open any incident and you’ll see the entire conversation exactly as it happened: your messages, the team’s replies with their images, and also the answers we sent you by email, woven into the same thread with their date. Nothing gets lost between channels: chat and email tell one story, in one place.

Need help with something new? The “Open an incident” button is right there and pops the chat open instantly.

Notifications for every update

You don’t need to keep an eye on the chat. Whenever the team replies — by chat or by email — or your incident’s status changes, a notification lands on the dashboard bell with a direct link to the incident.

While we were at it, we redesigned the whole notifications panel: every alert now carries its type and icon — bookings, check-ins, SES.HOSPEDAJES submissions, support — with its own colours, so you can tell at a glance what needs your attention and what’s just good news.

Your opinion, one click away

When we resolve your incident we ask for something small and valuable: a one-to-five star rating. You can rate from the resolution email or, now, straight from the incident detail in the panel. Your rating is stored right next to the conversation.

We read every rating and every comment. It’s literally the metric we watch most closely — because if support is our flag, this is the grade you give us.

Why we invest so much in this

Check-in software fails at the worst possible moment: with a guest standing in front of you. That’s why we believe support isn’t a department — it’s the product. Real people joining your conversation when you need them, instant answers for the urgent stuff, and a transparent history of every interaction: that’s what standing next to you at every check-in means to us.

All of this is already live in your HazCheckin dashboard. Open the chat and tell us what you need — there’s a team behind it, and it’s there for you.