User Guide

Run your hotel with Piyanos

The end-to-end guide to the admin panel (hotel-app.piyanos.com) — from setup and compliance to channels and revenue management.

1. Getting started

Your account is created by our team. After setup you receive an email and a starting password. Change your password on first login.

  1. Sign in: go to hotel-app.piyanos.com/login.
  2. Panel tour: all modules are in the left menu; the Dashboard shows your daily summary (reservations, open requests, usage).
  3. Roles: Owner manages everything; Staff runs operations with limited access. Manage users under Settings → Users.
Tip: a good first-day order — hotel settings → knowledge base → connect a channel → test the assistant.

2. Hotel settings

Under Settings → Hotel you define your hotel’s identity, used in both guest replies and documents.

  • Basics: name, slug, address, city, phone, email.
  • Language & timezone: default language (TR/EN/RU/AR) and timezone (from a dropdown).
  • LLM provider (BYO): connect your own AI provider — Claude, OpenAI, Gemini or Ollama. Your key is stored encrypted and you pay the provider directly. Without a key it runs through the platform within your quota.
Keep the default language as TR even for Russian/Arab guests — the assistant auto-detects the guest’s language and replies in it.

3. Channels

Under AI → Channels you connect the channels guests reach you on. All connect to one assistant brain, so guests get the same knowledge everywhere.

  • WhatsApp Business: connect with Meta Cloud API details (phone number id, access token).
  • Telegram: paste the bot token from BotFather; the webhook registers automatically.
  • Messenger / Instagram: connect a Meta page / IG business account.
  • Web widget: embed on your site; also works as an installable PWA.
  • Voice / SIP: answers phone calls (Business plan).

After connecting, use the Test button to send a trial message.

Plan limit: the number of channels depends on your plan. Connecting a new channel type beyond the limit is blocked; re-configuring an existing channel is not counted.

4. Knowledge base (training the assistant)

The assistant doesn’t make things up; it answers from what you upload (RAG). Add everything about your hotel under AI → Knowledge Base.

  • Room types, amenities, breakfast/service hours, parking, pet policy, cancellation terms, area & transport, FAQs…
  • The more you add, the more accurate it gets. Documents can be stored in 4 languages.

Use AI → Test Assistant to ask questions like a real guest and verify answers. If something is missing or wrong, add it to the knowledge base.

A good start: write your 20 most-asked questions and add their answers.

5. Reservations & front office

The assistant checks availability, creates, modifies and cancels bookings. You also manage them from the panel.

  • Rooms: define room types, capacity and prices under Rooms.
  • Availability: manage date-based price/inventory under Availability and Availability Rules.
  • Reservations: view all bookings, add manually (walk-in) and edit under Reservations. Group/multi-room supported.
  • Folio: see the guest’s current bill and do express checkout under Folio.
  • PMS: connect HotelRunner/Beds24 etc. under PMS Integration (optional; a built-in PMS is available too).
Plan limit: the monthly AI-reservation count depends on your plan. When the cap is reached the assistant stops creating new bookings and points the guest to reception — but you can keep adding reservations manually from the panel.

6. Operations

Your whole daily operation runs from the panel.

  • Housekeeping: room statuses (dirty/clean/inspected/out-of-order) on a Kanban or list board.
  • Service requests: wake-up, room service, early/late checkout, cleaning.
  • Maintenance: guests or staff report faults; requests are assigned to staff.
  • Facility booking: spa, restaurant, gym under Facilities.
  • Lost & found and digital room key (QR): managed from their modules.
  • Staff notifications: WhatsApp/Telegram alerts to the right staff on new requests.

7. Revenue management

  • In-chat payment (iyzico): connect your own iyzico account under Settings → Payment; the assistant sends the guest a secure payment link in chat, or you create one from the Payments page. Funds settle directly to your account.
  • Upsell offers: pre-arrival room upgrades, late checkout, etc. offered automatically.
  • Dynamic pricing: the system recommends prices, you approve.
  • OTA channel manager: sync with Booking/Expedia.
  • Loyalty program: points- and tier-based guest loyalty.
  • Surveys / NPS: mid-stay satisfaction survey; low scores auto-escalate.

8. Compliance (Turkey)

Turkish regulation is built in.

  • KVKK consent: requested on the guest’s first message and recorded with IP and timestamp. Data export and erasure (right to be forgotten) are supported.
  • Identity registration: guest identity data is captured and filed for the police/gendarmerie via the Identity Registration module.
  • E-invoice / e-archive: generate e-invoices from the folio (Business plan).
  • Data retention: PII is auto-anonymised at the end of a configurable retention window.

9. Super-admin (multi-property)

If you run multiple properties, the super-admin panel manages the whole platform.

  • Hotel management: create, list, activate/deactivate and delete hotels.
  • Users: assign owner/staff users per hotel, reset passwords.
  • Manage as a hotel: use “Manage” to run a hotel as its owner — a banner appears up top and you return with one click.
  • Plan assignment: assign a plan (Free/Pro/Enterprise) per hotel; channel, room, monthly-reservation and LLM-cost limits apply accordingly.
  • Usage & cost: platform-wide LLM cost/usage report (7/30/90 days) with a per-hotel breakdown.

10. FAQ & troubleshooting

  • Assistant gives a wrong answer: add the correct info to the knowledge base; it answers from source.
  • A channel isn’t receiving messages: check the connection/token under Channels and use the Test button.
  • “Service temporarily unavailable” message: your monthly LLM budget may be exhausted — connect your own LLM key or upgrade your plan.
  • Can’t add a new channel/room: you may have hit the plan limit; upgrade your plan.
  • Where do I see cost: usage and cost are tracked in real time from the panel.
Need help? Email us at [email protected].