Chat agent answering a guest's question about a hotel booking
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Live Chat Outsourcing for Hospitality Businesses

A guest comparing two properties at midnight doesn't call the front desk. They open the chat window, ask whether the rate includes breakfast and whether they can check in late, and book with whichever property answers.

 

Magellan Solutions runs live chat teams for hotels, resorts and vacation rentals as part of travel and hospitality outsourcing — trained on your property, your rates and your policies, covering the hours your front desk can't watch the chat window.

At a Glance

Best For Hotels, resorts, vacation rentals, serviced apartments, and hospitality groups
Core Support Room and rate questions, booking changes and cancellations, check-in and property policies, and on-property guest requests
Channels Website chat and in-app messaging
Delivery Philippines-based, 24/7 coverage across guest time zones

The Chat Window Is Open at 2am. Your Front Desk Isn't Watching It.

Guests book across time zones, which means the questions arrive at the hours your desk is thinnest — overnight, and through the shift change when one person is covering arrivals, the phone and the inbox at once.

 

Most of those questions are small. Does the rate include breakfast. Is parking on site. Can we check in at 11pm. Are dogs allowed. None of them needs a manager, and every one of them sits between a browsing guest and a confirmed booking. Left unanswered until morning, the guest has booked the property next door.

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Our Live Chat Outsourcing Services for Hospitality Businesses

Most of these conversations happen before a guest arrives, and a handful happen while they're in the building. Agents work from your property's own rules — your rates, your cancellation policy, your check-in and arrival times — so the answer a guest gets in chat is the one they'd have got at the desk. Anything that needs a call, or that runs across voice and email as well as chat, routes to the travel and hospitality contact center.

Rooms, Rates & Availability

Agents answer questions about room types, what a rate includes and what's free on the dates a guest is looking at, then carry them through to a confirmed booking.

Booking Changes & Cancellations

Date moves, guest-name and party changes, cancellations and refund status — handled in chat against your rate rules and cancellation policy.

Check-In & Property Policies

Arrival and departure times, late check-in, parking, pets, accessibility, resort fees and what's on site. The questions a front desk answers fifty times a week.

On-Property Guest Requests

Requests from guests already staying — extra towels, a late checkout, a restaurant recommendation — routed to the department that handles them rather than queued behind new inquiries.

Escalation to Voice

Agents recognize when a chat has stopped working — a complaint, a failed payment, an arrival problem — and move it to a call under your rules instead of typing through it.

Why Hospitality Businesses Outsource Live Chat

Guests book from every time zone, so the questions arrive around the clock — and the ones arriving at 3am are often the ones deciding whether they book with you at all. Few properties can justify a person watching the chat window at that hour, which is what makes chat the easiest part of guest service to hand over.

The Desk Is Staffed. The Chat Window Isn't.

Most properties have someone on overnight — running night audit, checking in a late arrival, answering the phone. What that person cannot do is watch a chat queue at the same time.

Direct Bookings Instead of OTA Bookings

A guest with an unanswered question goes back to the tab they came from, which is usually an OTA. Answering in the moment keeps the booking on your own site, at your own rate, without commission.

Coverage Across Properties, Not Per Property

In-house chat cover means a rotation at every property. One outsourced team covers all of them — each with its own rates, policies and arrival times — on a single roster.

Peak Weeks Without Permanent Headcount

Capacity flexes for school holidays, event weekends and the booking window before your season, then flexes back, without hiring people you'll be carrying in November.

Guests Who Don't Speak Your Language

International guests ask in their own language and get answered in it, on the one channel where a written answer is easier to get right than a spoken one.

Compliance and Data Security, Built In

Guests type things into a chat window they would never read out over the phone — a card number to hold a room, a passport detail for check-in, the dates they'll be away from home. Unlike a call, all of it is written down by default. Magellan Solutions operates under certified security standards, documented confidentiality policies, and business-continuity planning that keep guest and cardholder data protected.

Certified Standards icon
Certified Standards

Magellan holds ISO 27001 and PCI-DSS, and HIPAA certifications — the recognized benchmarks for information security, payment data, and personally identifiable information. See our certifications.

Controlled Data Access icon
Controlled Data Access

Network and IT infrastructure sits in secured, IT-only locations. Workstations and servers are password-protected across access levels, and physical data-entry points are disabled to prevent unauthorized transfer.

Enforceable Confidentiality

Every employee signs a confidentiality agreement before job assignment — subject to Philippine law and prosecutable on breach. Access to your data is limited to the team working your account.

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Continuity You Can Count On

Continuous data backup with off-site copies, a co-location plan with a backup center outside a 10-mile radius, and power-blackout protection — so guest support doesn't stop when circumstances change.

Want to know more?

Explore our services further by filling out the form below, and we'll reach out to you soon!

    Who We Support

    Hotels

    Resorts

    Vacation Rentals

    Serviced Apartments and Aparthotels

    Hospitality groups

    Our Onboarding Process

    Requirements Setting

    1

    1

    Call center outsourcing

    Recruitment

    2

    2

    Agent Training

    3

    3

    Campaign Incubation

    4

    4

    Campaign Go Live

    5

    5

    Frequently Asked Questions

    FAQ
    Do your agents work in our PMS and booking engine?
    Yours. We're platform-agnostic and train agents on the systems you already run — property management system, booking engine, channel manager and chat platform — rather than moving you onto ours.
    Our rates and availability change daily. How do agents stay current?
    Agents work from your live availability and rates rather than a static brief, so what a guest is told in chat matches what your booking engine will charge. Policy changes — cancellation terms, minimum stays, seasonal rules — go through an agreed update route, so the team isn't answering from last month's version.
    What happens when a chat needs someone at the property?
    Some things can only be handled on site: a guest already in the building, a complaint, an arrival that has gone wrong. Those route to the department you nominate, by the method you choose, rather than being answered generically from off site.
    Can one team cover several properties?
    Yes, and for groups that's the usual arrangement. Agents work from per-property rules — rates, policies, arrival times, what's on site — so a guest asking about one hotel doesn't get an answer that only applies to another.
    How is guest data protected?
    Magellan holds ISO 27001 and PCI-DSS certification. Agents work under signed confidentiality agreements, access is limited to the team on your account, and physical data-entry points are disabled on the floor.

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