RoomRaccoon has a number of support channels to ensure that you are assisted with all functionality that our PMS has to offer.

Help Centre

The Help Centre is a resource that provides you with 24/7 support containing articles that give step-by-step guides and tutorials on how to easily navigate the PMS, booking engine and channel manager. The Help Centre has extra resources to ensure that you use RoomRaccoon optimally and should be the first point of contact should you have a question.

RoomRaccoon Ticketing System

With RoomRaccoon’s ticketing system you can easily send RoomRaccoon questions and queries and keep a record of these in terms of the progress on each ticket. The ticketing is available for all subscriptions and can be accessed by clicking on the question mark on any page in your RoomRaccoon account. 

Learn how to submit a ticket here. 

Phone Support

At RoomRaccoon, we provide telephonic support to our premium and enterprise account holders. While our markets have different operating hours, our general support hours are as follows:

Standard Business Hours: All markets are supported in their dedicated languages from 09:00 to 17:00 on business days.

After Hours Support: English support is available after hours from 17:00 to 22:00, as well as on weekends from 09:00 to 17:00.

Public Holidays: Availability of local language support on public holidays depends on your region. Typically, English support will be available.

When you call during business hours, one of our support consultants will assist you. During high call volumes, you will hear an announcement with your position in the call queue. If you're unable to wait, you can press 2 to request a callback. We aim to return calls within 24 hours, though most callbacks are handled within an hour.

Our regional numbers are:

Your Customer Success Manager

Every RoomRaccoon user account has their own dedicated Customer Success Manager. They will be introduced to you during the implementation period. They will also reach out to you for a Quarterly Business Review to see how you are doing and how you can make the most out of your account. If you need to reach out to your Customer Success Manager, please feel free to submit a ticket.