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.

Rocco the AI-ChatBot

We’re thrilled to introduce Rocco, our most efficient team member, designed to elevate our mission of providing dynamic, hands-on support to independent hoteliers like you. Rocco isn’t just any assistant — he’s powered by AI and packed with knowledge to help you make the most of the RoomRaccoon platform.

Rocco’s Superpowers

• Rocco is fluent in all of the languages RoomRaccoon supports - English, Dutch, French, German, Spanish, Portuguese, Italian, Croatian. 

• Rocco is available 24/7.

• You can chat with Rocco regardless of the subscription tier you’re on.

• From features and upgrades to release details and step-by-step instructions, Rocco delivers clear, actionable insights and step-by-step instructions!

What Can Rocco Do for You?

• Learn about new functionalities, how to use them, and why they’re valuable.

• Get detailed, step-by-step guidance on our newly released features.

• If there’s something Rocco doesn’t know (which is rare!), he’ll automatically create a ticket on your behalf and our Support Team will take over from there.

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 Success Plan to see how you are doing and how you can make the most out of your account.