Occasionally prospective users will ask us whether we have 24 hour, 7 day a week phone support. The basic answer is no, although sometimes it sure feels like we do. Running a web based, global business, with users spread out across more than 27 countries, we could easily work 24 hours a day and always be talking to someone where it is business hours. The web never sleeps, as they say.

Here is our rational and thinking about why we do not have 24 hour a day phone support, in response to a query from a potential client:

“I understand your desire for phone support over email support, but our business model just doesn’t allow for it. Our goal has always been more of the self help model, that is, our users can mostly figure everything out on their own, and we are available for questions, often via email, with phone as a backup for the more involved situations. At our price points, $15 a month for you, we just can’t afford the time it takes to have unlimited phone support. While this may cause us to loose a few customers, generally it has been an overwhelming success as our clients understand where we are coming from, and the support we are able to offer, combined with our strong product, and very reasonable prices more than makes up for the lesser phone support. For example, I am able to write you this email at 10:49p, rather than having to schedule a phone call, and take a lot more time to talk on the phone. Email is generally quicker and much more flexible as to when it can be written. Of course for introductory overviews to the system, and more involved questions, we are happy to set up phone calls.”

Thank you to our existing and potential clients for your understanding!

Why Email Support Is Our Preferred Channel

While phone support has its place, we’ve found email support to be the most efficient and effective method for the vast majority of our customer inquiries. Here’s why:

1. Faster, More Flexible Responses

Our email system allows us to respond quickly—even outside traditional business hours. Customers often receive answers within a few hours, regardless of time zone or day of the week.

Example: A user in Australia can email us on a Sunday evening and have an answer waiting by Monday morning—no need to calculate time zones for a phone call.

2. Clear Communication & Documentation

With email, everything is written down—questions, answers, solutions, screenshots, and links. This makes it easy for both parties to refer back to previous messages and avoid repeating conversations.

Having written documentation is especially helpful for technical setup, staff training, or remembering steps for future tasks.

3. More Cost-Effective = Affordable Software

Providing 24/7 phone support requires a large team and increases operational costs—costs that would ultimately be passed on to you. By focusing on email, we keep our subscription prices low and transparent without compromising service quality.

When Phone Support is the Right Fit

We understand that some situations require more personal interaction. That’s why we do offer scheduled phone support in specific scenarios:

• Platform Demos & Walkthroughs

If you're new to ReservationKey, we’re happy to schedule a call to walk you through the system. We’ll show you how to set up rooms, rates, calendars, and notifications—all in real-time.

• Complex or Urgent Issues

Sometimes a phone call is the fastest way to troubleshoot a complex issue. In these cases, we’ll gladly jump on a call to ensure the problem is resolved efficiently.

• Personalized Setup or Training

Want help configuring ReservationKey to meet your unique needs? Our team can provide tailored assistance over the phone.

Note: We typically schedule phone calls in advance to ensure we dedicate uninterrupted time and focus to your issue.

Real Feedback from Our Users

“I was skeptical about email-only support at first, but I was blown away by how quickly ReservationKey responded. I got detailed answers with screenshots—faster than any phone support I’ve used.” — Lori S., Vacation Rental Owner

“The email support is amazing. Every time I reach out, I get thorough replies that actually solve the problem. No waiting on hold!” — James T., Boutique Hotel Manager

Why This Hybrid Approach Works Best

By offering responsive, detailed email support and strategic phone availability, we’re able to:

• Serve users across time zones
• Maintain low subscription pricing
• Deliver expert help with minimal wait
• Empower users with self-help resources

It’s a win-win—for your wallet and your workflow.

Want to Learn More?

Curious about your options or want a live demo? Email us today or Book a Demo through your dashboard.