How can an Atwell Suites hotel reach HotelKey for technical support?
Atwell_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
- 1. Support Services. HotelKey will provide technical support for the PMS Solution on a 24x7x365 basis. Hotel may reach HotelKey for technical support by phone call, the self-service ticketing system used for this purpose, and/or any another reasonable means that IHG or HotelKey may advise to Hotel from time to time. Support will be provided in the English, Spanish, and Japanese languages, as well as any other language that IHG or HotelKey may advise to Hotel from time to time. The services include an unlimited number of interfaces and data exports, access to training via TrainKey (self-service guide), ongoing application support, interface maintenance and support, and future versions, upgrades, and patches.
- 2. Target Response Times. HotelKey will assign a priority for each of Hotel's support requests depending on the nature of the issue as set forth below. HotelKey will use commercially reasonable endeavours to provide a response to such technical support issues in accordance with the target response times set forth below:
Source: Item 23 — Receipts (FDD pages 99–486)
What This Means (2025 FDD)
According to the 2025 Atwell Suites FDD, HotelKey provides 24/7/365 technical support for the PMS Solution. An Atwell Suites hotel can contact HotelKey for technical support via phone call, a self-service ticketing system, or any other reasonable method that IHG or HotelKey may advise. Support is available in English, Spanish, and Japanese, and potentially other languages that IHG or HotelKey may add. The support services include unlimited interfaces and data exports, access to training via TrainKey (a self-service guide), ongoing application support, interface maintenance and support, and future versions, upgrades, and patches.
HotelKey assigns a priority to each support request based on the nature of the issue. They will use commercially reasonable efforts to respond to technical support issues according to target response times.
This means that Atwell Suites franchisees have multiple avenues for obtaining technical assistance with the PMS Solution. The availability of 24/7 support is a significant benefit, as it ensures that technical issues can be addressed promptly, minimizing potential disruptions to hotel operations. The inclusion of training resources and ongoing support further enhances the value of the PMS Solution for franchisees.