Frequently asked questions
Practical answers about ELUNIA.
Guest feedback, recovery, analytics, AI, hotel groups, pricing and the Professional trial.
Product
What is ELUNIA?
Guest Experience Intelligence software connecting hotel guest feedback with attention, recovery, recurring issue analysis and management reporting.
Who is ELUNIA designed for?
Independent hotels, boutique hotels, guesthouses, B&Bs, villas, serviced apartments and small hotel groups.
Is ELUNIA a PMS?
No. ELUNIA does not replace a PMS, booking engine, channel manager or CRM.
Feedback & recovery
Which guest journey touchpoints are supported?
Pre-arrival, during the stay and after checkout. Each stage has its own purpose: prepare, act while there is time, and learn after departure.
Do guests need an account?
No. Guests use a private survey link.
Is the survey mobile friendly?
Yes. The public survey is designed for mobile use.
What happens when a guest reports a problem?
Actionable feedback can create a case in Needs Attention with priority, status, assignment and recovery workflow.
Does ELUNIA keep a case history?
Yes. Notes, actions, outcomes and append-only audit history remain connected to the case.
Analytics & AI
Can ELUNIA identify recurring guest complaints?
Yes. Professional and Business include a deterministic recurring issue drilldown.
Does ELUNIA tell me the root cause?
No. It provides evidence for investigation and does not make causal claims.
Can I track ratings and NPS?
Yes, with sample-size and minimum-cohort safeguards where applicable.
Does ELUNIA use AI?
Optional Guest Intelligence architecture exists, but production AI is intentionally OFF. Core analytics and recovery do not require AI. Paid AI and credit top-ups are not currently available.
Multi-property & access
Can I manage more than one hotel?
Professional and Business support multiple active properties. The pricing page shows the current catalog limits.
Can I compare my hotels?
Business includes Portfolio Intelligence and cross-property recurring issue comparison.
Does every user see every property?
No. Access follows organization role and explicit property assignments.
Plans & trial
How long is the free trial?
21 days on the plan selected at registration. Professional is the default when no plan is selected.
Do I need a credit card?
No credit card is required to start the trial.
How much does ELUNIA cost?
The pricing page displays the current monthly and annual EUR catalog, property limits and selected-plan trial links.
Does the trial include Portfolio Intelligence?
Yes, when you select the Business trial. It is not included in the Professional trial.
Learn from every stay.
Start a 21-day trial of Professional. No credit card required
Professional trial · No credit card required