How Can We Help?
Reach our team 24/7 by phone, WhatsApp, email or live chat — or find the answer to your question about HotelOne PMS below.
Phone Support
24/7, in English and 中文
+61 423 833 537Message us any time
+61 423 833 537Email Support
We'll respond within 24 hours
contact@hotelone.com.auLive Chat
Chat with our AI assistant anytime
Open chat widgetFrequently Asked Questions
How do we get started?
Tell us about the property and we set the account up with you: our team imports your room types, rates and future bookings from your current system and connects your OTA channels through Channex. The first week then covers the property details, room types, rate plans, users and roles, and the calendar; locks, key cards and door codes can come later.
Is there a contract?
No. Plans are billed monthly to a card inside the PMS; you can cancel or downgrade at any time, and it takes effect at the end of the current period.
I changed a rate but Booking.com still shows the old one.
Rates reach the channel within about 30 seconds. If it still shows the old price, open Rates › OTA connections and look for a sync error on the channel — the usual cause is a rate plan that is not mapped. Full resync re-pushes everything.
An OTA booking arrived but it is not on the calendar.
Look under Reception › Orders › OTA pending. A booking whose room type is not mapped is held there; map the room type under Rates › Channel pricing and press Convert / assign. A booking that arrived while its room type was full sits in the Unassigned rows at the bottom of the calendar, and is placed in a room automatically at check-in time if one is free by then.
The door code we sent does not open the lock.
A code is valid from the booking’s check-in time to its check-out time, so check the times on the booking first, then the lock’s last heartbeat. A sleeping lock wakes when the guest touches the keypad. A lock that is offline cannot receive a new online code — issue an offline code instead, which works without a connection.
A guest left owing money. What now?
An unpaid balance does not block check-out and needs no manager authorisation. Mark the booking checked-out as usual, optionally noting how it will be settled; it then appears under Uncollected on Reception › Payments, where you can take the payment or charge a stored guarantee card.
When can we reach you?
Any time — support is 24/7, by phone and WhatsApp on +61 423 833 537 and by email at contact@hotelone.com.au, in English and 中文.
How do we report a problem from inside the PMS?
Click Report issue › Send an issue now in the top bar. Your last 10 minutes of actions are attached; add a sentence or a voice message and send. Replies come back within 24 hours under Help › My issues.
More questions
Can I integrate with my existing PMS?
Our products support integration with popular PMS systems. Contact us for details.
Can hardware and software be customized?
Yes — hardware finishes, lock bodies, firmware and PMS features can all be tailored.
Still need help?
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