We answer every message from a real person. Most replies land within one business day.
Hearth is supported directly by the team that builds it. There is no ticket maze — email us and a person reads it.
Questions, bugs, billing, anything at all. Include your property name and, if you can, a screenshot.
support@symphia.aiNew property, a demo, or adding Hearth to more hotels in your group.
Book a demo →Typical response time is one business day. Service-affecting incidents are picked up as soon as we see them.
If guest messages are not sending or arriving, tell us straight away and include:
Hearth is built to degrade gracefully — if one channel or connector fails, the rest keeps working — so please say what still works as well as what does not. It narrows the cause quickly.
The iOS app is the Hearth console in native form. Sign in with the same work email you use on the web; your properties, permissions and conversations are the same.
Hearth uses a one-time code sent to your work email rather than a password.
Hearth notifies you about new guest messages and escalations that need a human. If they stop arriving:
The microphone button in the composer turns speech into text so you can reply hands-free. If it fails:
You can have your Hearth staff account and its personal data deleted.
Deleting your staff account does not delete your hotel's guest records — those belong to the hotel, not to you, and often must be retained for its own legal and accounting obligations. A hotel owner can request deletion of the property's data by writing to us from the account owner's address.
Your guest profiles, conversations and consent records are yours, and you can export them in full at any time — including if you leave. Owners and managers can export from the console; for a complete account-level export, email us and we will provide it.
Access, correction, deletion and portability requests go to support@symphia.ai. The Privacy Policy explains what we hold and why.
If you received a message from a hotel using Hearth and want to reach a person, the fastest route is to reply to that message — it goes straight to the hotel's front desk.