The WhatsApp of your hostel, your albergue, your front desk, your pilgrims, answered.

A Tuesday in May, 22:40. The front desk closed at ten and the hospitalera (the volunteer host of a pilgrim albergue) has gone to bed. There are six messages on the hostel's WhatsApp: two German pilgrims ask what time the door opens in the morning, a young man from Seoul wants to know whether he can use the kitchen, someone sends a photo of a shower that won't heat up, and a group of four asks whether there's room for tomorrow. Bedel answers what is in the rules, each one in their own language; opens the shower ticket, which maintenance will have when their shift starts; and gives the group the booking link the hostel left in writing, because it cannot see availability.

What it is and what it is not. Bedel answers the WhatsApp of a hostel or an albergue and handles its repairs from start to finish. It is not a PMS or a booking engine: it does not see availability, it does not take payments, and it does not keep the guest register required by Spanish Royal Decree 933/2021. What it answers comes from what the house has written down, and it follows each repair from the guest's message until someone closes it.

The guest's message: "What's the wifi password?" at 23:10

What Bedel does: Replies in English with what the hostel has written down. If the text was going to come out in Spanish, it puts it into English before sending, without touching times, links or names

The guest's message: A photo of a shower that won't heat up, without a word

What Bedel does: Opens the maintenance ticket, asks for the room number if it's missing and assigns it to maintenance. The guest finds out when someone accepts it and when it's fixed

The guest's message: "What time do we have to leave the bed?"

What Bedel does: Gives the check-out time and whatever the house has written about the luggage room. The same answer at seven in the morning as at midnight

The guest's message: "There's a huge puddle in the kitchen"

What Bedel does: Opens a one-off cleaning request and puts it on the cleaning post's phone, without going through the desk

The guest's message: "Do you have a bed for tomorrow?"

What Bedel does: It cannot see availability or book: it answers with whatever the hostel has written for that, be it the booking link or a phone number, and promises no bed

The guest's message: "The girl in my bunk isn't feeling well"

What Bedel does: It does not treat it as a question: it alerts the people on call in the org chart right away, even if the person writing is on no list, and tells them what to do until someone arrives

The guest's message: A question the rules don't answer

What Bedel does: It does not improvise. The question stays in the dashboard, and every early morning, draft answers are produced for the team to approve; from then on, it answers with them

In a student residence, Bedel knows who is writing because that person is in the centre's directory. In a hostel people arrive today and leave on Thursday, and nobody is going to load the list of beds every afternoon. That is why Bedel also attends to people who are on no list, and it is worth knowing exactly how far that goes.

• It answers from the house rules, the opening hours and the answers the team has approved, in the language the guest writes in.
• If they report a repair, the ticket opens like anyone else's: their phone number is kept and they receive the accepted and fixed notices, even after their 24-hour window has closed.
• What the rules don't answer opens no alert for anyone: it stays in the dashboard as an unresolved question. If the hostel switches on the copy to the front desk, whoever supervises receives on their WhatsApp every question from someone outside the directory together with the reply; in the small hours, unless it is urgent, that copy waits until seven.
• If you want some guests to get the treatment of a resident (anything not written down reaches a person, they can ask how their repair is going), they are loaded into the directory with their phone number, from a spreadsheet or by accepting someone who has already written from the conversation.

Hardly any hostel has someone at the desk around the clock: there are a few hours of reception and one person on call the rest of the time. Bedel never writes to a group. Every alert goes to a phone with a name, according to the posts and hours the hostel defines in its org chart.

• If it's urgent, it rings on the phones of everyone in the post; if not, on the phone of whoever is next in that hour's rotation.
• A post that is empty at that hour doesn't leave the ticket hanging: the post covering that time slot gets it. What can wait is held until the shift starts, and its deadline runs from that moment, not from three in the morning.
• Low-priority items are gathered into a summary that arrives in the morning, without waking anyone.
• A real emergency (someone locked out, a person who isn't well, water that won't stop) waits for nobody: the people on call receive it straight away.

In a house people pass through, the repair that isn't done today is suffered by tomorrow's guest, who knows nothing about it. That is why each report becomes a ticket that says what it is, how urgent it is, who has it and by when, and it is Bedel that watches the date, not whoever is at the desk.

• One photo is enough to open the ticket; if more arrive in the next quarter of an hour, they go to the same one. And if the guest would rather talk, their voice note is turned into text.
• The technician works from their WhatsApp: buttons to accept, resolve or reopen, and a photo to close. Typing /tareas shows them their own tickets that are still open.
• When 50 % of the deadline has gone, whoever owns it gets a reminder, and another at 85 %; if something urgent goes overdue, the alert repeats every day and on the third it reaches management.
• Maintenance can be an outside person with their own WhatsApp, who joins the org chart like any other post. The company and the hours they work are not recorded: that is kept in your accounts.
• The tickets spreadsheet comes out with the same headings as your maintenance log; management gets the day's summary every night, and the dashboard shows who takes each request and how long it takes.

In an albergue on the Camino de Santiago or in a city hostel, a good share of the messages don't arrive in Spanish, and nobody hires one language per nationality that walks in. Bedel replies in the language of the last message received and leaves untouched what must not change in translation: times, links and names.

• A reply that was going to come out in Spanish for someone writing in another language goes through translation first; if the translation fails, the original text is sent, because not answering is worse.
• The first message says that an AI assistant is answering, in the language of the person writing: there is a text of its own in nine languages and, for the rest, it goes in Spanish and in English. Why the notice is given, in AI transparency.
• Anyone who writes PRIVACIDAD receives how the hostel handles their data.
• Two things always go out exactly as drafted: the status notices of a repair and the team's messages.

There are two obligations a hostel knows well and that Bedel does not touch. Royal Decree 933/2021 requires anyone providing accommodation to keep a computerised register of travellers' data and to keep it for three years (Article 5), and to transmit it through the systems set by the Ministry of the Interior: that stays in your management software. And the figure of the tourist albergue is regulated by each autonomous community's tourism law, each in its own way, so we don't summarise it here.

• Database and functions: in Ireland, inside the European Union. The AI model: in the United States, under Standard Contractual Clauses. And the data processing agreement: published and ready to sign.
• Conversations that pass the retention period with no activity are deleted automatically: twenty-four months if the hostel does not set another period.
• Who answers for each piece of data and where it is kept, explained on the GDPR page.

• It is not a booking engine or a PMS: it does not see availability, it does not book or allocate beds and it does not connect to booking portals.
• It does not take payments: not the stay, not the locker deposit, not a refund.
• It does not keep the guest register or report it to the authorities: that stays in your system.
• It does not connect to locks and does not generate door or locker codes.
• For someone who is not in the directory, a question that isn't written down or the word HUMANO does not open an alert for the team: the assistant keeps attending to them, and the front desk only sees it in the dashboard or in its copy, if that is switched on. Their repairs and their emergencies do reach the team.
• It does not translate the status notices of a repair or the team's messages, and announcements only reach people who are in the directory.
• Each account is one hostel: whoever runs several houses sees them separately, with no combined view.

• Faults and incidents
• Dining hall
• Allergens
• Parcels
• Space booking
• Announcements
• Arrivals and room rack
• Absence log
• Preventive maintenance
• Reporting channel
• Languages
• Escalation to people
• Dashboard and metrics
• Events and activities
• Admissions