Trial & billing
How does the 3-month free trial work?
Sign up with email or Google — no card required. You get 90 days of full access to the modules in whichever plan you pick. At the end of the trial we don't charge you. If you haven't subscribed, the workspace moves to a read-only state so you can still export your data; nothing is silently billed.
What happens when the trial ends?
If you've added a paid subscription before day 90, you continue on that plan. If you haven't, the workspace auto-downgrades to read-only — you can sign in, view and export, but new bookings, payroll runs and rota publishes are blocked until you subscribe.
How does per-room pricing work? Can you give me an example?
We bill on the number of bookable rooms in the property. Essential is €6/room with a €89/month minimum. So a 20-room hotel on Essential pays 20 × €6 = €120/month. A 10-room B&B on Essential pays €60 calculated — but the €89 minimum applies, so the bill is €89/month. The minimum protects small properties from paying near-zero (which would mean we couldn't support you); the per-room rate keeps it fair as you grow.
What's the difference between Essential, Growth, Suite and Enterprise?
Essential (€6/room, min €89) covers PMS + Teams basics for up to 15 rooms. Growth (€9/room, min €149) unlocks Finance, Academy and the Facility module for unlimited rooms on a single property. Suite (€13/room, min €299) adds RMS and multi-property workspace switching. Enterprise is custom and adds SSO/SAML, dedicated CSM and SLAs.
How do I upgrade or downgrade?
Settings → Billing → Change plan. Upgrades take effect immediately and are pro-rated. Downgrades take effect at the next renewal so you keep what you paid for.
How do I cancel, and what happens to my data?
Settings → Billing → Cancel. You get 30 days of read-only access to export data (CSV exports across modules). After 30 days the data enters a 60-day deletion window. Backups roll off within 35 days. Invoices we're legally required to keep are retained for 10 years.
Guest payments
Can guests pay by card?
Yes, if you connect your own Stripe account in Settings → Payments (it's optional, takes about five minutes, and you can skip it and come back any time). Card payments taken at checkout go straight into your property's own bank account — Roomkey24 never holds or touches guest funds, we only record the payment against the guest's folio.
Does Roomkey24 process payments itself, or hold guest money?
No. Guest card payments are processed through your own connected Stripe account via Stripe Connect — the money settles directly to you. Roomkey24's own Stripe account is only used for your subscription billing, which is entirely separate.
Channels & PMS
Which channel managers do you connect to?
Channex (rate push plus inbound booking pull via webhook), Beds24 (rate push only), AvantStay (rate push only), and a generic Manual webhook. Availability, min-stay, inventory and content sync are not built yet for any provider — today we push nightly rates, and with Channex we also receive bookings back.
What does 'rate push only' mean for Beds24 and AvantStay?
We push the nightly rates we generate to the channel manager, but nothing comes back into Roomkey24 — no bookings, no availability. With Channex you additionally get inbound bookings via webhook. We surface this in the channel wizard so you know what to expect.
How are channel manager API keys stored?
Each credential (API key, API secret, bearer token, webhook URL) is encrypted at rest using AES-GCM via pgcrypto with a server-only key, before it touches the database. The UI only ever shows a masked hint after saving — never the raw value. You can rotate by clicking Reconnect.
AI features
What AI features do you have, and which models?
Almost every AI feature in Roomkey24 runs on Google Gemini 2.5 Flash via the Lovable AI Gateway — menu, delivery-docket, stocktake and floor-plan imports, ingredient suggestions, past-rota analysis, employee CSV import, compliance OCR, bank-statement categorisation, rate recommendations, mailroom classification, purchase-order drafting, work-order diagnosis, the front-desk translator and Z-report extraction. The one exception is the RMS revenue advisor chat, which uses OpenAI GPT-5.6 because pricing judgement needs a reasoning-grade model. Weekly rota generation is not AI at all — it's a deterministic scheduling algorithm. See the AI Disclosure page for the complete list with inputs, outputs and review safeguards for each.
Are AI outputs ever applied automatically?
Review-then-apply is the default everywhere: a human approves, edits or discards each output, and document classifications below 0.75 confidence land in a mandatory review queue. The one exception is opt-in: in RMS → Settings a workspace owner can switch on 'Auto-apply recommendations daily', which lets the scheduled sync apply and push the recommended rate without per-rate review. It's off unless you turn it on, applies only to pricing, and every auto-applied rate is recorded in the recommendation history.
Is my data used to train the AI models?
No. The providers we use (OpenAI, Google) contractually do not train on API inputs. We also do not train any model on your data ourselves.
Employee PII & Mailroom
How does employee PII encryption work, in plain English?
When you save an employee's tax ID or national ID, we run it through AES-GCM encryption before storing it. The encryption key lives only on the server, never in the browser. The UI shows only a masked version (e.g. ••••1234). When an admin needs to see the full value they click 'Reveal', enter a reason, and we audit-log who saw it and why.
What is the Mailroom ingest key and who should have access to it?
Each organisation gets a unique inbound email address. Forward HR emails (payslips, tax notices, certificates) to it and we OCR + classify them via AI, then file them against the right employee. Only owners and admins can see the ingest address — treat it like a password. Anyone with the address could mail documents into your workspace.
GDPR & compliance
How do I respond to a guest or employee GDPR request (access / erasure)?
Open the employee or guest record in PMS/Teams and use the built-in export and delete actions. Roomkey24 acts as your processor — you (the controller) are the first point of contact for the data subject. Email privacy@roomkey24.com if you need our help cross-checking that data has been removed from backups within the 35-day rolloff window.
How do I download a Data Processing Agreement?
Read the live version at /legal/dpa or use your browser's Print → Save as PDF. When you accept the DPA at onboarding we record your organisation, user, timestamp and DPA version in our audit table as proof. Email privacy@roomkey24.com if you need a counter-signed PDF for your records.