ely
Day and night, from approved facts
- Answers routine questions on your website overnight
- Sends guests to your booking page
- Writes up requests for the morning team
- Points urgent issues to your night contact
Explore ely After-hours hotel answering service
PRACTICAL GUIDE
Guests ask after hours. Plan what happens next.
Guests ask after the desk goes quiet. Today, website chat answers the routine questions from your approved facts, and your morning team picks up the rest with the details written down. Answering the phone is upcoming.
- Website chat answers tonight, in the pilot rollout
- Requests for a person wait for the morning team, written down
- Answering the phone is upcoming
Your Hotel DavaoA guest on the road · Tuesday, 1:12 am
- Guest:
We arrive around 2 am. Is anything open for food?
- ely:
Room service runs until 11 pm, but the lobby shop sells sandwiches and noodles all night. The front desk will be there when you arrive.
Approved dining and arrival details · scripted example
THE NIGHT SHIFT
Questions do not stop when the desk gets quiet.
Guests plan trips in the evening and arrive late. A small night team cannot answer every message and phone call while looking after the lobby.
One person, three jobs
The night auditor checks in a late arrival, answers the phone and watches the lobby. Website messages wait.
Voicemail loses the booking
Most late callers do not leave a message. They book the next hotel that answers.
Morning starts with a mess
The day team opens a pile of messages with no context: who asked, what they were told, what is still open.
Not every question is routine
An urgent safety issue or a policy exception needs a person, fast. It must not wait in a queue with breakfast questions.
Decide which questions can be answered, which need a person in the morning, and which need a person now.
WHAT ARRIVES OVERNIGHT
Sort the night’s questions before you choose a service.
Routine questions can be answered from approved facts. Requests and exceptions need a person. Emergencies follow your own procedure.
Website chat · 1:12 am
“We arrive around 2 am. Is anything open for food?”
The lobby shop sells sandwiches and noodles all night. Room service runs until 11 pm.
ely answersApproved dining details
Website chat · 11:50 pm
“What time is check-out? Can we leave bags after?”
Check-out is at noon. Reception can hold your bags for the day.
ely answersApproved check-out and luggage policy
Website chat · 12:40 am
“Do you have a room for two tomorrow night?”
Here is the booking page. Choose tomorrow’s date to see the rooms and rates.
ely answersBooking engine link
Website chat · 2:05 am
“Can we get a late check-out at 4 pm on Sunday?”
Late check-out depends on the next day’s bookings. I have passed your request to the morning team, and they will message you by 9 am.
Passed to your teamMorning team decides
Website chat · 3:30 am
“There is water leaking from the ceiling in room 208.”
Please call the front desk now on the number shown here. This needs a person straight away.
Passed to your teamUrgent issues go to your night contact
WHAT WORKS TONIGHT
Answer tonight. Follow up in the morning.
Website chat is in the pilot rollout today. Phone answering is upcoming, and is planned to use the same facts and the same rules.
01 / Answered overnight
Routine questions answered while the desk is quiet.
Check-out times, late food, parking and the booking link. ely answers on your website from the facts you approve, in the guest’s language, while your night team looks after the lobby.
WHAT OUR TEAM DOES
- Night-time questions listed with you
- Approved answers written for each one
- Overnight conversations read and fixed each week
Your night team stays with the guests in front of them.
Website chat is in the pilot rollout. Messenger, Viber and WhatsApp come next.
Your Hotel DavaoWebsite chat
A guest in room 314 · Saturday, 11:50 pm
- Guest:
What time is check-out tomorrow? Our flight is at 6 pm.
- elyely:
Check-out is at noon. Reception can hold your bags for the afternoon.
- Guest:
How long to the airport?
- elyely:
About 25 minutes by car. The front desk can book a taxi for you.
Approved check-out and arrival details · scripted example
Scripted conversation with illustrative details.
02 / The morning list
The morning team starts with a clear list.
Requests that need a decision, such as a late check-out, a group rate or an exception, wait for the morning team with the guest’s details and exact words. The guest is told when to expect a reply, so nobody is left wondering.
WHAT OUR TEAM DOES
- Who gets which request agreed with you
- Each request written up with what ely already said
- Open requests checked in the weekly review
The day starts with answers to send, not messages to decode.
Part of website chat, in the pilot rollout.
Late check-out requestWebsite chat · 2:05 am
For your team- Guest
- Liza P. · room 507
- Request
- Check-out at 4 pm, Sunday
- Reason
- Evening flight
- Reply by
- 9 am, as promised
The guest’s last message“Can we get a late check-out at 4 pm on Sunday?”
What ely already saidThat the morning team will check Sunday’s bookings and reply by 9 am.
Check Sunday arrivals and reply by 9 am.
Illustrative handoff. Names and details are examples.
elyFor your team · authorised staff only
- You:
What came in overnight?
- elyely:
Twenty-three chats after 10 pm. Most were check-out and food questions. Two requests are waiting for you.
23overnight chats
2waiting for staff
6booking links sent
Waiting for the morning team
- Late check-out, room 507
- Group rate, 12 people in June
Website chat log, 10 pm to 7 am · illustrative
Illustrative report with example figures.
03 / Urgent means a person
Emergencies never wait in a queue.
Some messages cannot wait for morning. Your hotel names the contact for urgent issues, and ely points the guest to that person straight away. ely does not judge emergencies or replace your safety procedures.
WHAT OUR TEAM DOES
- Urgent words and situations agreed with you
- Your night contact kept current
- Test messages run before launch
Routine questions get answers. Urgent ones get a person.
Part of website chat, in the pilot rollout. Your safety procedures stay in charge.
Your Hotel DavaoWebsite chat
A guest in room 208 · Wednesday, 3:30 am
- Guest:
There is water leaking from the ceiling in our room, 208.
- elyely:
I am sorry. This needs a person now. Please call the front desk on 0917 000 0000.
- Guest:
Calling now.
- elyely:
I have also sent your room number to the night manager.
Urgent rule · night contact named by the hotel · scripted example
Scripted conversation with illustrative details.
Scripted examples. The hotel, guests, numbers and answers are illustrative, not a customer’s.
WHO DOES WHAT
ely covers the night. Your team keeps the decisions.
Agree the rules once. ely follows them every night.
Our team
Sets it up and keeps it working
- Lists your night-time questions with you
- Writes and tests the approved answers
- Sets up handoff and urgent rules
- Reviews overnight conversations each week
You
A small, clear part
- Approve the facts and rules
- Name the night and morning contacts
- Answer the morning list
- Keep your safety procedures current
YOUR OPTIONS
What you can use tonight, and what comes next.
Rolling out to 100+ businesses this Q4. Voicemail, staff overflow and a human answering service are still options for the phone; we help you choose.
Website chat
Overnight answers on your website, with requests passed to the morning team.
See howBooking engine
Guests book on your own website at night, at your rate. Included in every package.
See howInsights
A plain summary of what came in overnight and what is still open.
See how
LOKAL’S RECORD · THE TEAM BEHIND ely
ely is new. The team behind it is not.
ely is made by LOKAL, a marketing company working with hospitality businesses since 2017, in the Philippines, Australia, the United States and New Zealand. The results below are LOKAL’s, not the ely pilot’s.
Since 2017LOKAL marketing in PH, AU, US & NZ
Case study · six months · Hospitality Innovators, Inc.
Hotel group · 16+ properties · Philippines
- less wasted ad spend
- 41%
- lower cost per visitor
- 61%
- more clicks
- 46%
“Attentive, professional, and dedicated. LOKAL's guidance and effective marketing strategies made a real difference to our business performance.”
Paolo Luis Francisco · Managing Partner, 3 AM Hospitality Consultancy · Verified Google review
BEFORE YOU START
What hotels ask about after-hours cover.
Can ely answer our phone at night?
Not yet. Voice is upcoming. Today ely answers on your website chat overnight. For the phone, voicemail, staff overflow or a human answering service are still the options.
What happens to requests that need a person?
ely tells the guest when to expect a reply and writes the request up for your morning team, with the guest’s details and exact words.
What about emergencies?
Your hotel names the contact for urgent issues, and ely points the guest there straight away. ely does not make emergency judgements or replace your procedures.
Can guests book at night?
Yes. ely sends them to your booking page on your own website, where they book at your rate. Your front desk confirms the room.
Which languages does it cover overnight?
58+ languages supported. ely replies in the language the guest writes in.
JOIN THE PILOT ROLLOUT
Give every late question a next step.
Submit your interest now and we’ll schedule a call to see if ely is a good fit for your hotel.
Start with your work email and add four details. We’ll schedule a call to see if ely fits.
No payment to join the waitlist · we confirm fit and timing with you.
Submit your interest
What happens next
We’ll be in touch to talk through your property’s scope, trial terms, website options and timing — by email, or the mobile you gave us, whichever reaches you faster. There’s nothing else to do.
While you wait, here’s the kind of question ely answers.