Question 1

What is InnSync?

Accepted Answer

InnSync is the engine behind your short-term rental operation: Carmen (AI) handles guests on WhatsApp and closes bookings, the guest journey fires automatically, cleanings are scheduled from the bookings, documents reach the front desk before check-in — all in sync with your Stays or Hospedin. It's the communication and operations layer that runs on top of the PMS you already use.

Question 2

Who is InnSync for?

Accepted Answer

For professional property managers and hosts in Brazil — from 1 to 150+ properties. It works whether you run a diverse portfolio of apartments or operate guesthouses. If your operation uses Stays or Hospedin and needs guest communication, an automated journey or cleaning coordination, InnSync fits.

Question 3

Does InnSync replace Stays or Hospedin?

Accepted Answer

No. InnSync runs on top of your PMS, never in its place. Stays or Hospedin stays your base for bookings, calendar and pricing. InnSync adds the AI communication layer, the guest journey, front desk and cleanings — the two platforms work together, in sync, with no duplicated data.

Question 4

Which countries does it work in?

Accepted Answer

InnSync was built for Brazil: service in Brazilian Portuguese, integration with the leading local PMSs and billing in reais. Carmen automatically detects the guest's language and also handles English — handy for properties with an international audience.

Question 5

What does Carmen do?

Accepted Answer

Carmen answers guests on WhatsApp (and on the channels that arrive via the PMS) with live data: availability, price, booking conditions. She can quote and close direct bookings right in the conversation — sends the payment link or PIX and checks the receipt. After hours, she keeps answering; no message goes unanswered.

Question 6

Can she get an answer wrong?

Accepted Answer

Carmen only answers with what's in the PMS. If there's no availability, she doesn't offer it; if a detail is missing, she says she'll check rather than make something up. That said, any AI can slip — that's why Review Mode exists: you approve each message before it goes out. It's the recommended starting point for calibrating Carmen to your operation's rhythm.

Question 7

Can I review the replies before sending?

Accepted Answer

Yes. Review Mode puts you in full control: Carmen drafts the reply and you approve or edit it before sending. As you build confidence in Carmen, you can switch on automatic — by message type, by time of day, or for the whole flow. The pace of autonomy is yours.

Question 8

Does Carmen handle English?

Accepted Answer

Yes. Carmen detects the guest's language automatically and replies in Portuguese or English depending on the context of the conversation. For operations with guests from other countries, this works with no extra setup.

Question 9

Does Carmen actually close sales?

Accepted Answer

Yes — it already happens in real operations across Brazil. The flow is: a live quote with price and availability from the PMS → a payment link or PIX in the conversation → checking the receipt → confirming the booking. All in the same WhatsApp thread, without leaving for another system.

Question 10

Does it work with Stays? With Hospedin?

Accepted Answer

Yes — native integration with both via API, with live data: bookings, prices, availability, guest details. Setup is guided and tends to take under 30 minutes. If you use another PMS, talk to us — we look at it case by case. See the details at /integracoes.

Question 11

What about Airbnb and Booking.com?

Accepted Answer

Airbnb and Booking.com bookings and messages reach InnSync through the Stays or Hospedin integration — the PMS is the entry point. You don't need to connect each platform separately; whatever's already in the PMS, InnSync sees.

Question 12

Is the WhatsApp the official WhatsApp?

Accepted Answer

Yes. InnSync uses Meta's official WhatsApp Business API — it's not WhatsApp Web automation or an unapproved tool. Official channels are business accounts approved by Meta, which removes the number-blocking risk that comes with unofficial tools. There's more on this on our blog (/blog/whatsapp-api-oficial-vs-gateway-nao-oficial).

Question 13

How long does the rollout take?

Accepted Answer

Connecting Stays or Hospedin tends to take under 30 minutes through the onboarding wizard. Activating the guest journey and Carmen is done together with our team, at your operation's pace — there's no fixed deadline, because every portfolio has its quirks. The goal is for you to see the first results within the first few days.

Question 14

What's support like?

Accepted Answer

You talk straight to the team — no ticket queue, no support chatbot. We stay close during the rollout: we make sure Carmen is calibrated and the journey is set up before leaving the operation on automatic. That care at the start is what our team is most proud of.

Question 15

Do I need technical knowledge to use it?

Accepted Answer

No. The interface was designed for hospitality operators, not developers. Connecting the PMS is guided step by step, and setting up the journey and Carmen is done together with our team during the rollout.

Question 16

Is InnSync compliant with the LGPD?

Accepted Answer

Yes. Data is encrypted at rest and in transit, and the infrastructure is in Brazil. We treat your guests' data as operational data needed to deliver the service — with no sharing with third parties for marketing purposes.

Question 17

Who has access to my operation's data?

Accepted Answer

Your operation is yours. The InnSync team accesses data only for technical support, and only when needed. No data is shared with other clients or third parties without authorization.

Question 18

Is my PMS data safe?

Accepted Answer

InnSync reads Stays or Hospedin data through each platform's official API — with no direct access to the PMS database. Access is read-only for the information needed for guest service and the operation.

Question 19

How much does InnSync cost?

Accepted Answer

Pricing follows the size of your operation, in three tiers: Anfitrião (1 to 15 properties), Gestor (16 to 60) and Escala (above 60). The price is set in a conversation — no setup fee and no per-booking fee. To get a quote, all it takes is a quick 30-minute conversation.

Question 20

Is there a free option?

Accepted Answer

Yes. The guest portal — the digital guide with Wi-Fi, check-in, house rules and access video — is free for 1 property. From 2 to 10 properties, the cost is R$ 99 per month. The complete InnSync platform (with Carmen, the guest journey, front desk and cleanings) is priced on request based on the size of your operation.

Frequently asked questions

What InnSync is

Carmen (AI)

Integrations

Rollout and support

Security and data

Plans

Still have a question?