pono

CONCIERGE

Guest questions answered fast and right.

From booking through the stay, we reply in the guest's own language, right away.

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For small inns where one person carries every guest conversation. Night questions get the inn's own answer.

Answering daily at our own two properties — 430 measured turns, median about 8 seconds.

Figures measured 2026-07-17 from live operation of our own two properties.

See where these numbers come from →

21:47

“I'm trying to check in, but the front door won't unlock…”

pono CONCIERGE

“Your code is 1234. ① Enter the 4 digits → ② press “#” → ③ once the green light is on, push the lever down. If it still won't open, just reply here — we'll guide you in a different way.”

Every message has two faces.

Running an inn, you notice that every guest message has two faces: a question asked in a moment of trouble, and a conversation that builds a relationship. For both, the right answer is “as fast and accurate as possible” — delivered 24/7/365, with the same warmth no matter who's answering. That, it turned out, was more than any human team could sustain.

Gaps between shifts, things lost in handover, answers that vary person to person. The more we demanded perfection, the more the team wore down. But it doesn't have to be perfect. Even when a person answers, the response varies. So it just has to clear the human bar — and improve from there. That's how we came to see it.

つくり手の言葉を、もっと — note へ ↗

23:52

“Is the little diner nearby open today?”

pono CONCIERGE

“Yes, open today — still closed Wednesdays. They do close irregularly sometimes, though, so I'd recommend calling ahead. Phone: 0980-xx-xxxx”

TRUST

Two quiet things that make it work.

  • Multilingual, automatically — English · Japanese · Chinese & more
  • Live 24 hours

01:18

“Sorry to write so late — the bathroom light won't turn on.”

pono CONCIERGE

“Besides the wall switch, there's another switch on the right side of the fixture itself — could you try turning that on and off? If it still doesn't come on, the bulb has likely burned out, so we'll arrange for staff to replace it as soon as possible. We'll follow up once we've confirmed. For now, could you just let us know how it goes after trying that?”

TEACH

With every conversation, it grows into your inn's seasoned concierge.

When a similar question comes up again, a candidate answer is ready and waiting.

From 5 similar exchanges

“Can we leave our bags after checkout?”

Candidate answer

“Yes — we can hold your bags in the lobby until 5pm after checkout.”

Confirm & add Edit Don't use this

Whether to add it is always the owner's call.

Pricing

pono CONCIERGE

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USD prices exclude tax — calculated at checkout.

It doesn't have to be perfect. Once it clears the human bar, it can keep improving from there.

— pono CONCIERGE