Frequently Asked Questions

Everything you may have ever wanted to know about Virdee hospitality technology products

At Virdee, we adhere to best practices for handling security incidents, following the ISO-27001 and SOC2 standards, including prompt detection and reporting, incident containment, investigation and analysis, recovery, reporting and review.

The ISO-27001 and SOC2 frameworks guide us in ensuring the security and integrity of our data. Our policy on managing data breaches is comprehensive and ensures that we uphold the highest levels of security and compliance in our operations, while minimizing the impact of any security incident, protecting our data and systems, and maintaining the trust of our stakeholders.

Security is an ongoing effort at Virdee and requires continuous review and enhancement. The primary reason for this constant vigilance is the dynamic nature of our applications, which are regularly updated with new features and functionalities. Each new feature introduces potential new vulnerabilities, necessitating a thorough evaluation of existing security measures.

At Virdee, we stay abreast of the latest security threats. Our proactive approach allows us to anticipate potential risks and implement preventive measures before they can be exploited.

Security is not a one-time task but a continuous process of improvement. By regularly reviewing and updating our security measures, we ensure the integrity and reliability of our applications.

With Virdee, we prioritize the security of our clients’ data and have implemented robust encryption protocols. All data is encrypted both at rest and in transit, utilizing advanced encryption standards ensuring data is protected from unauthorized access and breaches.

To further safeguard our clients’ information, all of our applications are designed with security in mind. They do not store any sensitive information locally, minimizing the risk of data exposure through device compromise.

We also employ data obfuscation techniques to protect sensitive information from unauthorized access. Any information that is displayed within our applications is obfuscated by default, ensuring that even if data is intercepted or accessed inappropriately, it remains unintelligible and unusable.

You can read our data security policy here.

Yes, virtual reception software from Virdee ensures guest information is secure. Here are some key features that make virtual reception software secure:

  1. Data Encryption: Virtual reception software uses encryption protocols to protect sensitive guest information, ensuring that unauthorized individuals cannot intercept or access it.
  2. Secure Cloud Storage: Guest data is stored securely in the cloud, with robust security measures to safeguard against data breaches or loss.
  3. Compliance with Regulations: Virtual reception software complies with industry regulations, such as the Payment Card Industry Data Security Standard (PCI DSS), to ensure the privacy and security of guest data.
  4. User Authentication: The software has user authentication features, such as multi-factor authentication, to ensure that only authorized individuals can access guest information and perform administrative tasks.
  5. Read more about our information security policy here.

Hotel operators can easily add virtual reception software to their guest experience. We recommend taking a quick assessment to see the potential upside of a virtual guest experience. We'll answer any questions about virtual reception software and share how it increases guest revenue.

Hardware

  • All hardware warranties valid only with an active license subscription .
  • Hardware warrantied against defects. Damage caused after installation (e.g. vandalism) is not covered and should be referred to the client’s insurance.
  • Functional upgrades to hardware (e.g. change in camera prism design) that are required for full service functionality are included.
  • Cosmetic upgrades (e.g. redesign of the kiosk) that do not impact service functionality are optional and must be paid for by the client.

Software

  • All software warranties valid only with an active license subscription.
  • Software warrantied against defects and is covered by the support terms below.
  • Virdee-wide upgrades to software functionality are included.
  • Custom upgrades specific to the client are not included unless otherwise stated in the sales contract.

Support

  • Non-business-critical issues: 24-48-hour SLA
  • Business-critical issues ASAP including letting clients know if their PMS API has failed
  • Virdee facilitates and opens tickets for PMS issues to the extent possible. Some issues require client involvement.
  • Virdee provides a self-service ticket portal for clients to log requests.
  • Each client has a Virdee Customer Success Manager.
  • Support is located globally and available 24/7.

Yes! If you do not need a feature, it can be turned off to customize the experience to exactly what you need.

It doesn’t have to. Virdee’s tech team can integrate with a new system very quickly. The main cause for delay usually is due to the system provider not being as responsive as needed, which the client can help drive forward.

From signing to execution, the timing can be as quick as eight weeks. This assumes that all systems and hardware are already in place. Having your support with your technology providers helps shorten the launch window as well, and we work with you to optimize it to your needs and schedule.

Virdee technology works with nearly all lock hardware that includes at least RFID technology. For Mobile Key, the lock requires BLE (Bluetooth) as well. Magnetic stripe locks are not supported directly, but we have a custom solution for those. Contact us to find out more.

Yes! We have an external encoder that can be added to the kiosk to allow for encoding existing cards with a lock credential, speeding up the student move-in process.

Yes! While the Kiosk is generally an add-on to the Mobile solution, they can each work independently. We are happy to discuss the optimal solution for you. Contact us.

Yes! The ability to add your branding is a standard feature of the Virdee app. We also offer a standalone (white label) app and can even do custom implementations via our Virdee Software Platform.

If you have an existing app, Virdee features can layer into it via the Virdee Software Platform, unlocking all of the benefits while ensuring your guests keep the app they are already familiar with.

Yes, Virdee integrates with many popular property management software (PMS) solutions in the market, so your guests and front desk staff are all on the same page. It integrates with lock systems, payments, guest services, and more.

By integrating with your existing PMS, Virdee virtual reception software synchronizes guest data, reservations, and room availability. This allows for a smooth and efficient check-in process, as guest information is automatically pulled from the PMS. The software also updates the PMS with real-time data, ensuring accurate and up-to-date information is available.

With a commitment to innovation and integration, Virdee virtual reception software transforms how businesses manage guest interactions. Whether in hotels, resorts, or casinos — virtual reception software offers an easy, efficient, and secure solution for managing visitor check-ins and enhancing the overall guest experience.

Virdee technology is already integrated with most common property management systems, payment providers, and lock brands, and the list expands constantly. Virdee has an agile team of developers that can integrate with nearly any platform. Learn more about Virdee's integrations here.

Virdee's virtual reception solution is engineered specifically for the hospitality industry.

Any type of hotel is suited for using virtual check-in software, which allows guests to check in quickly and easily. The flexible solution also provides up-to-date information about amenities and services, helping hotels and resorts deliver a personalized and convenient experience.

Virdee is ideal for:

  1. Casino resort hotels
  2. Family resort hotels
  3. Luxury hotels and resorts
  4. Extended stay hotels
  5. Limited-service hotels
  6. Select-service hotels

Virdee helps with:

  1. Long check-in lines
  2. Completely removing the front desk
  3. Staffing shortages
  4. Staffing expenses
  5. Technology as an amenity

Virdee works with you to implement a hotel technology solution that fits your brand. No matter what type of property and what challenge you are facing, Virdee virtual reception software is the perfect solution.

No sensitive information is saved by Virdee (unless required by local law). Virdee works with secure third party identity verification providers who manage the data and only temporarily stores the information when it is being viewed by hotel staff. Virdee Identity Verification partners like CLEAR have the highest levels of security possible to safeguard guest information.

It's as simple as 1-2-3.

  1. Take a selfie
  2. Scan your ID
  3. Continue checking in!

Once a hotel guest has checked in at a hotel that uses Virdee technology, the check-in process at future stays is even faster. Thanks to a guest profile that is created, guests do not need to complete every identity verification step at future stays.

Which steps need to be completed depend on the requirements of the hotel, but it can be as easy as receiving a code via text or only taking a selfie.

Very! Virdee Identity offers various levels of identity verification to accommodate your property's needs. All data is transmitted and stored with strong AES 256-bit encryption and is PCI-DSS Level 1 compliant.

Beyond the technical portion of integrating with a property's systems, the actual details of deploying a hotel mobile check-in app are important.

  1. How-to guides and promoting self check-in options in welcome emails
  2. In-lobby and in-room signage educating guests on the benefits of the app even after check-in are helpful in increasing adoption and driving additional revenue
  3. Supporting and educating staff on how and why to motivate guests to use self-service options will show overall property support for technology

Overall, the name of the game is redundancy in messaging to motivate guests to use the mobile app and other self-service options. Once they do, they're hooked. Check out the Virdee virtual reception deployment guide.

Similar to check-in kiosks, self check-in hotel apps provide three key benefits:

  1. Higher guest satisfaction thanks to eliminating long waits at check-in and giving guests the ability to self-direct the check-in process
  2. Staffing flexibility with the ability to move staff from basic check-in to higher-touch positions
  3. Increased revenue thanks to increased conversion from upsell offers during check-in

By providing guests with additional self-service options, they are more likely to take advantage of those and alleviate staffing pressures on the hotel.

It depends on the mobile hotel check-in app provider. Some require apps while some offer mobile web as well. Virdee offers both mobile web and app options, letting guests check in without requiring an app download. The app provides additional features for during the stay, but all check-in and check-out steps can be completed without an app download in the mobile web version of Virdee's app.

Two reasons have driven the increased need for mobile hotel check-in apps and kiosks.

  1. Hotels are continuing to experience staffing shortages and are having a hard time staffing the front desk. This is leading to frustrated guests, lower satisfaction scores, and lower revenue.
  2. Guests' demand for self-directed hotel interactions has been increasing steadily and was significantly accelerated by the pandemic. They expect the ability to decide for themselves how they interact with a hotel.

Beyond the technical portion of integrating with a property's systems, the actual details of deploying a hotel mobile check-in app are important.

  1. How-to guides and promoting self check-in options in welcome emails
  2. In-lobby and in-room signage educating guests on the benefits of the app even after check-in are helpful in increasing adoption and driving additional revenue
  3. Supporting and educating staff on how and why to motivate guests to use self-service options will show overall property support for technology

Overall, the name of the game is redundancy in messaging to motivate guests to use the mobile app and other self-service options. Once they do, they're hooked. Check out the Virdee virtual reception deployment guide.

While each kiosk brand is slightly different, the main process will be similar including:

  1. Authenticating via a booking code, email address, phone number, etc.
  2. Verifying the guest's identity
  3. Submitting payment information
  4. Acknowledging property terms and conditions (including signature)
  5. Verifying the guest's information
  6. Selecting optional packages and upgrades
  7. Selecting a room
  8. Receiving a room key

Experience Virdee's guest journey.

Self check-in kiosks provide three unique benefits:

  1. Higher guest satisfaction thanks to eliminating long waits at check-in and giving guests the ability to self-direct the check-in process
  2. Staffing flexibility with the ability to move staff from basic check-in to higher-touch positions
  3. Increased revenue thanks to increased conversion from upsell offers during check-in

Self check-in kiosks allow guests to check-in on their own, without requiring the usual help of front desk staff.

Two reasons have driven the increased need for hotel check-in kiosks and apps.

  1. Hotels are continuing to experience staffing shortages and are having a hard time staffing the front desk. This is leading to frustrated guests, lower satisfaction scores, and lower revenue.
  2. Guests' demand for self-directed hotel interactions has been increasing steadily and was significantly accelerated by the pandemic. They expect the ability to decide for themselves how they interact with a hotel.

In addition to mobile web and app options, kiosks provide redundancy and an in-lobby presence. They solve for problems like lockouts without requiring staff to be on-site.

Virtual reception software uses secure business integrations to provide guests and hotel property managers a seamless and automated experience.

When a visitor arrives at a hotel's property, instead of the traditional front-desk staff, virtual reception software takes over. People can check in via smartphone, email, or a self-service kiosk. The software guides visitors through a user-friendly interface, offering various services such as identification verification, payment collection, room access, and remote assistance.

The Virdee virtual reception platform verifies the visitors' identities, securely processes credit card payments, authorizes room keys, and informs staff of their arrival.

With a streamlined check-in process, virtual reception software saves businesses valuable time and resources while offering guests a seamless customer experience. It enhances efficiency, improves customer satisfaction, and ensures a smooth visitor experience.

Hotels use various types of technology:

Magnetic stripe (magstripe): These are older, and keys have a black stripe along the length of the card. The door is unlocked by sliding the key into the mechanism.
Radio Frequency Identification (RFID): These are the most common locks at newer hotels. They use thicker plastic cards that unlock the door by holding the card up to the lock.
Bluetooth: Some RFID locks have Bluetooth functionality added, which allows phones to unlock doors via an app.

Wallet keys are relatively new to the industry and are very similar to mobile keys. They are housed exclusively in the wallet app of the phone (example: Apple Wallet).

They differ from general mobile keys in that they use NFC technology. This has certain benefits like being able to unlock a door without opening an app or even unlocking the phone, if security settings permit.

A mobile key is a lock key that exists on a mobile phone within an app. With current technology and security requirements, nearly all mobile keys require some kind of app to house the key.

Mobile key uses Bluetooth technology to send a signal to the door to unlock. This is different from a wallet key, which is a type of mobile key.

Virtual reception software helps hotels and large-scale properties manage their guest check-in process. It allows guests to check in through a self-service kiosk or a mobile app, increasing efficiency and improving the overall guest experience.

Hotel guests provide identification, sign necessary documents, and receive their room keys digitally without face-to-face interactions with staff members.

With an automated check-in process, hotels can significantly reduce labor costs and allocate their staff resources to more value-added tasks.

Virdee helps hotel operators simplify the guest experience and maximize property revenue.

Your property gets a branded mobile app, website integration, and receptionist kiosk. The Virdee reception software helps guests throughout their stay. From pre-arrival communication to the final bill, every step is automated.