Guestline support team
Receive technical help and support 365 days a year
Our support teams
Our UK and Ireland support teams are on hand to help 16 hours a day, 365 days a year. They have an expert understanding of our software and will help advise you on how best to resolve any problems quickly and efficiently.
Our First Line team will be your first point of contact. Having come from an IT support background or worked in hospitality, they not only know a thing or two about our products, but the specific challenges you may face. The great news is that, on average, our First Line resolve 70 - 80% of all issues over the phone.
For those problems that prove to be a little trickier to solve, there's our Second Line support team. These technical wizards are experts in all Guestline solutions and will work their magic to have you back up and running in no time.
Need a helping hand?
UK and Ireland Support
UK Tel: +44 (0)1743 282700
(Option 1 for PMS & Distribution; Option 2 for EPoS & Interfaces & Option 3 for Other)
Ireland Tel: +353 (1) 691 7484
UK and Ireland hours: 7am to 11pm, 365 days a year
Thailand: +66 28449140
Asia: +63 22312526
Australia: +61 283112157
Germany: +49 88066824900
of issues resolved over the phone
On average, our support team resolves up to 80% of issues over the phone.
of calls answered in less than two minutes
Our team answer 90% of calls within two minutes and 75% of calls in under a minute.
of incidents closed in the same day
Over two-thirds of support incidents are closed the same day they are opened.
The support team are fantastic – a real asset to Guestline. You just don’t get this level of support with other companies. Invariably, they are able to sort out the issue there and then which is ideal for us.Peter Saunders
Group Hotel Sales Manager, Oakman Inns & Restaurants
Not only does our team combine technical and engineering experience from a wide range of industries, but 80% of our Guestliners come from a hospitality background, meaning we know the industry inside out.
Got a questions?
We’ve listed all our frequently asked questions here to give you a head start, but if you can’t find the answer to your query, don’t hesitate to contact us.
- What sorts of queries do you resolve over the phone?
Our support team will do their very best to answer your queries straight away over the phone. We assist with anything from issues with making a reservation through to financial reporting queries. Queries that require a more in depth investigation are logged and a call back made to you at a later time.
- How quickly do you resolve issues?
50% of all queries are resolved within the hour and 70% within the day. To ensure your query is dealt with by the most relevant team when you call, you will be presented with these options to help route your call more effectively:
For support on Rezlynx PMS, Guestline PMS or Roomlynx, press 1. For Guestline EPOS, any interfaces, such as door locking, telephone systems, financial exports, etc. press 2. For all other support queries, press 3.
- What experience do the team have? Have they worked in hotels before?
The PMS and Distribution Support team come from a hospitality background, from front of house/receptionist roles to hotel duty managers. They bring with them an in depth understanding of all hotel procedures, experience of a variety of other property management systems, and perhaps most importantly, a passion for great customer service.
Our EPOS and Interface Support come from an IT/Technical background, from IT graduates and IT field engineers to IT systems administrators. They can help diagnose any underlying IT issues prior to investigating possible issues with Guestline products.
Our 2nd Line team come from our EPOS and Interface Support team, usually after 12 to 18 months of service. They have a thorough understanding of the inner workings of all the Guestline products and deal with escalations from both of the above teams.
- Where do I go if I need more training on a specific topic?
We run courses on a range of topics from new starter training through to refresher courses. We can also offer customised training for clients with specific training needs.
We have our e-learning portal, Guestline University, where there is a range of online training courses, webinars and videos to further your knowledge on specific areas
- I’ve forgotten my password. How can I get a reminder?
We are unable to log password resets for Rezlynx or our Channel Manager over the phone. If you require a password reset for either of these systems then please email your password reset request to Support@Guestline.com. The email should be sent from your hotel email address and contain the hotel name, your name, and your Rezlynx or Channel Manager (Roomlynx) username.
- Where are the support team based?
The team are based in our Shrewsbury head office in the UK.
If you have any support queries, simply complete the form below and one of our team members will be in touch soon.