Hospitable offers two additional support tiers on top of its award-winning customer support.
These are:
Priority support
Priority Support is designed for customers who want faster responses and more flexibility in how they contact the support team.
Priority support does not skip our workflows or AI assistants.
Conversations from hosts with Priority support enabled are specially tagged in our support queues. This ensures our agents grab those conversations first.
💡 While we promise that Priority support users get a faster first response, we cannot guarantee a faster resolution time. This is entirely dependent on the issue itself and where that falls on our list of priorities.
Priority customers are always placed at the front of the line once availability opens.
What are the benefits of Priority Support?
Priority Support includes two key features:
Priority handling of new conversations: Your conversations are flagged with a ⭐️ and moved to the front of the queue. While there's no guaranteed response time yet, we aim to reply as soon as someone is available. Please note that, while we will look at your questions and respond to you first, we can't guarantee we'll be able to resolve your questions first. We want to be thorough when investigating complicated matters.
Support via WhatsApp: Message our team directly from WhatsApp. Pick up conversations where you left off without opening the Hospitable app, and you can even leave voice messages for faster processing of your requests.
You can check your current support tier and upgrade or review the pricing at: https://my.hospitable.com/settings/plans-billing/support-tiers
Priority support: Cost
Priority support costs $10 per month for the first two active properties on your account.
It costs an extra $1 for the 3rd active property, and any others after that.
For example: If you have five active properties on your account, you will pay:
$10 minimum for activation (monthly), which includes the first two active properties.
$3 extra for the other three active properties on your account.
The priority support fee is a monthly fee.
Priority support on an annual subscription plan
The Priority support is always billed monthly, even for hosts who are on the annual plan.
You will be charged a monthly overage for priority support when you're on an annual plan, just like additional properties and smart devices (if any).
This also means hosts can opt in or out of priority support at any time during their annual subscription.
VIP Support
VIP support is a separate support tier, which is free for eligible accounts.
To qualify, hosts must have either:
Invested at least $5,000 in Hospitable, or
Referred at least 5 new users
VIP includes all Priority Support benefits plus access to our exclusive Slack community.
Hosts on VIP support will get a special invitation to join our internal Slack channel and get direct access to our support, engineering, and product teams on Slack.
💡 Priority and VIP support ensure your conversations are initially responded to first; however, we cannot guarantee faster resolutions in all cases.
How to activate Priority and VIP support
To activate either Priority or VIP support, go to:
Hospitable > Settings
Plans & billing
Support tiers
Select the tier you want.
If you are eligible for VIP support, you should be added automatically. If you believe you should be eligible for VIP support but have not yet been added to it, please reach out to us in support for help.
How to use WhatsApp for messaging Hospitable support
When you sign up for Priority support or are invited to VIP support, you will receive an email with a QR code. You must scan this QR code in order to access WhatsApp support.
To utilise Priority Support via WhatsApp, ensure your phone number is registered on the primary user's Hospitable profile and send messages from that number. Messages coming from other numbers will automatically close and remain unseen by our support team.
🚨 Only the primary user on a Hospitable profile can use WhatsApp support! Secondary users cannot message Hospitable via WhatsApp.
Phone support
Live phone support is not currently an option for Hospitable support.
As we grow, we hope to be able to offer reliable, 24/7 live phone support in the future.
While phone support is currently not part of our Priority Support plan, Priority Support customers will be the first to be notified when this feature becomes available. Stay tuned for more exciting updates!