Support
Stuck? That's ours to fix.
Start with the answers below, dive deeper in the manual, or email us — a human replies within one business day, faster during your service hours.
Frequently asked
Do guests need to download an app?
No. The QR opens a web page in the phone's own browser. There's nothing to install, no account to create, and it works on any reasonably modern phone.
How do payments actually work?
Sunhail records how each order will be paid — charge to room, card on delivery, or cash on delivery — and adds room charges to the guest's stay bill for checkout. Money itself moves through your existing till, card machine or PMS: Sunhail never touches or stores card numbers.
What stops strangers using a QR they photographed?
With the guest check on, ordering requires a room number and surname that match your guest list — inside that guest's stay dates. Failed attempts are rate-limited, and you can cut any room off entirely in one tap.
Which languages does the guest menu speak?
English, German, French, Spanish, Dutch, Italian and Greek. The app detects the phone's language and guests can switch at any time. Your menu content itself stays exactly as you wrote it.
What happens if the Wi-Fi drops mid-service?
The bar board shows a clear "connection lost" banner, keeps retrying, and catches up the moment the network returns. Orders guests placed while the bar was offline are waiting on the board when it recovers.
Can we run different hours for the kitchen and the bar?
Yes — separate service windows per station, including closing past midnight. Outside the window, guests see "available from…" on those items and the server refuses stray orders.
What hardware do we need?
Whatever you have: a tablet or laptop at the bar (the board installs as a full-screen app and keeps the screen awake), staff phones for the order pad, and any printer your browser can print to for QR cards, receipts and bills.
How long does setup take?
About an afternoon for a property: branding in minutes, the menu is mostly typing, QR cards print in one batch, and the guest list imports from CSV. The instruction manual walks through every step.
Where does our data live, and who owns it?
Your hotel owns its data. It's stored in the EU (database in Ireland), encrypted in transit, with no advertising trackers anywhere in the product. The details are in the privacy policy.
What does it cost?
We're onboarding pilot properties right now, and pilots are free while we prove the numbers on your deck. Get in touch and we'll talk specifics.
When you write in, include:
- Your hotel name and which screen you were on
- What you expected, and what happened instead
- A screenshot if you have one — it usually halves the back-and-forth