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What happens when something goes wrong

Fallbacks, data storage and staff control, written down for the people who have to sign off on it.

Clear fallbacks

Phil is built in layers, and safety-critical routing does not depend on a conversational model. Emergency and security language is routed to your duty team; when a response needs staff, guests get an honest fallback and a clear route to the front desk.

Human handoff

Any guest can ask for a person. Your dashboard shows the conversation and your team can take it over, with the context intact. Phil keeps the queue moving while your people retain the decision.

Careful with money

Guests pay through the room folio; card payments through your hotel's own processor are coming soon. Foyer never holds guest money. Staff confirm every room charge, and your PMS issues the invoice. Every charge keeps its evidence: who asked, how the guest was verified, and when.

Your data is yours

Guest conversations belong to your property. They are stored in Frankfurt, in the EU, and each hotel’s data is kept separate: our server scopes every request to one hotel, so one property cannot read another’s. We don't sell data, personal data is never used to train models, and we delete on request. After 30 days, anonymised conversation text, with every name, phone number and room number removed, may be used to improve Phil. Each teammate signs in with their own mobile number and a one-time code.

No invented answers

Phil answers from your knowledge base: your hours, policies and prices. If an answer is missing or uncertain, Phil says so and offers the front desk. Your team can correct the source in the dashboard, and a saved edit is used from the next message.

You hold the keys

Take over any conversation and Phil steps aside; hand it back when done. A separate front-desk switch tells guests whether a person is available right now. Every action Phil takes is logged and visible in your dashboard.

What happens when a part fails

Each failure has a fixed fallback.

AI model slow or downSafety filter, order buttons and staff alerts keep working; guests get an honest fallback and a route to the front desk
Guest identity in doubtSigned stay links are checked for revocation. A link opens the stay on the first device; another device needs the room number and the stay access code. Staff confirm every charge and speak to the guest first above the property's spend cap
Kitchen misses an orderUnanswered orders escalate; past the hotel's acceptance time the order closes, the guest is told and nothing is charged
Wrong answer in the knowledge baseYou edit it in the dashboard and Phil uses the correction from the next message

Questions we didn't answer here? support@foyerintelligence.com A person replies on business days.

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