Question 1

How long does setup take?

Accepted Answer

Basic setup takes 15 to 30 minutes. You can register your property and start receiving bookings right away.

Question 2

Do I need to install any software to use it?

Accepted Answer

No. Everything runs in your browser, on computer and phone. If you'd rather use an app, there's also the Cosmopolita app for iPhone and Android.

Question 3

Is there a mobile app?

Accepted Answer

Yes. The Cosmopolita app for iPhone and Android is included in every plan; just sign in with the same account. Hosts get today's overview, the AI assistant, the WhatsApp inbox, bookings with check-in and check-out, and earnings. Your team gets their tasks, checklists and schedule. Push notifications tell you about new bookings, assigned tasks and guests who need a person.

Question 4

Can I import my existing bookings?

Accepted Answer

Yes. You can import via iCal and contact support if you want help with migration.

Question 5

Can I start with one property and add more later?

Accepted Answer

Yes. You can start with one property and scale as your subscription plan grows.

Question 6

Can I manage more than one property in the same account?

Accepted Answer

Yes. You can manage multiple properties in the same account, with bookings, calendars, and team data organized per property.

Question 7

Can I organize rooms and beds in the system?

Accepted Answer

Yes. You can register rooms, beds, and accommodation types to keep operations organized.

Question 8

How long is the free trial?

Accepted Answer

You get 30 days free, no credit card required. Choose a paid plan or cancel anytime after that.

Question 9

What languages are supported?

Accepted Answer

English, Spanish, and Portuguese (Brazil). Guests and staff can each choose their own language.

Question 10

Can I sell tours, breakfast, or other extras?

Accepted Answer

Yes. You can create experiences — services, activities, or scheduled events — and sell them as booking add-ons or standalone. Guests reserve and pay on arrival or online, and you can set capacity and dates for events.

Question 11

Can I create a booking website for my property?

Accepted Answer

Yes. You can create websites for your properties and receive direct bookings.

Question 12

Can I use my own domain on the website?

Accepted Answer

Yes. You can connect your own domain to your property website.

Question 13

If I already have a website, can I use only the booking engine?

Accepted Answer

Yes. You can keep your current website and use the booking widget to capture direct bookings.

Question 14

How many websites can I create?

Accepted Answer

It depends on your current plan. Plan limits are: Starter: 1; Growth: 2; Professional: 4; Scale: 7.

Question 15

What payment methods are supported?

Accepted Answer

We accept credit card, debit card, and PIX.

Question 16

Can guests pay online or on arrival?

Accepted Answer

Yes. You can choose per booking if payment should be online or on arrival.

Question 17

When do I receive payouts?

Accepted Answer

Payouts happen every 15 days, to the Pix key or bank account you add under Wallet → Payout details.

Question 18

Do you charge commission per booking?

Accepted Answer

No. Cosmopolita charges no commission on any booking. Bookings made outside the platform or paid on arrival have no fees at all. For online payments (Pix or card), only the payment gateway fee applies, and you can see it on every payment in your dashboard.

Question 19

Can I switch plans when needed?

Accepted Answer

Yes. You can change plans from your subscription settings.

Question 20

Is there a discount for paying annually?

Accepted Answer

Yes. Switch to annual billing from your subscription settings and save 20% compared to paying monthly.

Question 21

What currency are my properties priced in?

Accepted Answer

Your properties are automatically priced in your country's currency (BRL, ARS, BOB, CLP, PYG, or UYU), based on where your organization is registered. Guests pay in that same currency.

Question 22

Can the system suggest prices for my rooms?

Accepted Answer

Yes. Smart pricing looks at your bookings for the next 90 days and suggests raising prices on busy dates and discounting gaps and quiet nights. It can also find local events (festivals, concerts, holidays) that bring extra demand. You review each suggestion and apply it in one tap.

Question 23

Is AI included in my plan?

Accepted Answer

Yes. Every plan includes a monthly AI allowance for the WhatsApp agent, the assistant, smart pricing and review summaries — bigger plans include more. See how much you've used in Settings → Organization. It resets on the 1st; if you reach it, AI features pause until then, or you can upgrade your plan.

Question 24

What does "AI-first PMS" mean?

Accepted Answer

AI is built into the daily work, not added as a separate chatbot. An AI agent answers your guests on WhatsApp, the Assistant answers your questions about bookings, payments, stock and tasks, smart pricing suggests what to charge, and review summaries show what guests love and what to fix — all from your live data. It's included in every plan.

Question 25

Does the AI follow up with guests who don't finish booking?

Accepted Answer

Yes. About 30 minutes after the agent sends a booking link, if no booking has come in for those dates, it checks in with the guest to see if they need help — and lets your team know about the missed booking. If the guest books, nothing is sent.

Question 26

What languages does the AI speak?

Accepted Answer

The WhatsApp agent replies in whatever language the guest writes in. Alerts for your team come in your organization's language, and the Assistant and review summaries answer in yours.

Question 27

Will the AI change anything without my approval?

Accepted Answer

No. The WhatsApp agent replies to guests and shares links, but never creates, changes or cancels bookings. Smart pricing only suggests — prices change when you tap Apply. The Assistant drafts tasks that are only created when you confirm, and review summaries are read-only.

Question 28

Is my data used to train AI models?

Accepted Answer

No. We don't use your data or your guests' data to train AI models. The AI only gets what it needs for each request — like the guest's messages and your property details — through business AI services that don't train on it. Local-event searches only send your city and dates.

Question 29

What happens if a guest cancels?

Accepted Answer

Guests can cancel for a full refund within 7 days of booking. After that, cancellation is only possible if check-in is more than 7 days away, and your own cancellation policy determines the refund.

Question 30

Can I track check-ins and check-outs in one calendar?

Accepted Answer

Yes. You get a calendar view to track arrivals, departures, and occupancy.

Question 31

Do you sync calendars with Airbnb and Booking.com?

Accepted Answer

Yes. You can sync calendars via iCal to keep availability updated and reduce overbookings.

Question 32

Can I export my calendar to Airbnb or Booking.com?

Accepted Answer

Yes. Each property has its own export link you can add to Airbnb, Booking.com, or any other calendar that supports iCal.

Question 33

Do you have digital check-in for guests?

Accepted Answer

Yes. You can send a check-in link so guests can fill it before arrival.

Question 34

Do you report guests to Brazil's FNRH system?

Accepted Answer

Yes, for Brazil-based properties. Enable it per property with your FNRH credentials, and check-in/check-out are reported automatically to the Ministério do Turismo — no manual paperwork.

Question 35

Can guests rate their stay?

Accepted Answer

Yes. The day their stay ends, guests get a "How was your stay?" email to rate it from 1 to 5 and leave a comment. You see the ratings in the property's Reviews tab and in your reports.

Question 36

Can I see a summary of my Google reviews?

Accepted Answer

Yes. Connect your property's Google listing in the Reviews tab to see your Google rating and latest reviews next to your own guests' ratings, plus an AI summary of what guests love, what to improve and suggested actions.

Question 37

Can guests message me on WhatsApp and get automatic replies?

Accepted Answer

Yes. Connect your WhatsApp number to an AI agent that replies to guests using your property info and the documents you upload for that agent. When a guest needs a person, you get an alert by email and on WhatsApp, and you can take over any conversation anytime.

Question 38

What can the WhatsApp AI agent do?

Accepted Answer

It checks live availability and prices with the same rules as your booking page, sends room photos, sends a booking link where the guest just fills in their details and pays, shares your experiences with session times and a link to book them, helps guests with a booking they already have (dates, payment and check-in links, cancellation rules) and welcomes back returning guests. It never creates, changes or cancels bookings on its own — it hands those to you.

Question 39

Does the AI make things up when it doesn't know the answer?

Accepted Answer

No. It only answers from your property details, house rules, the documents you upload and answers your team has approved. If something isn't there — like reception hours you never added — it tells the guest it'll check and passes the conversation to you with an alert. Use "Teach the right answer" so it knows next time.

Question 40

Can the AI reply only outside my working hours?

Accepted Answer

Yes. For each agent, pick: reply right away, give your team a few minutes to answer first, or wait during your business hours and reply right away outside them. If someone on your team replies — even straight from your phone — the AI stays quiet.

Question 41

Can a group book several rooms and pay once?

Accepted Answer

Yes. Guests can combine several rooms, dorm beds or units — or several whole properties — in one booking and pay the total in a single checkout. Your team can create group bookings from the dashboard too.

Question 42

Can I send a guest a link with the booking already filled in?

Accepted Answer

Yes. When you create a booking in the dashboard, copy the guest quote link: it opens your booking page with the dates, guests and rooms already picked, right on the price. The guest just fills in their details and pays.

Question 43

Can I add staff with different permissions?

Accepted Answer

Yes. You can invite team members and set permissions by role.

Question 44

Can I manage operational tasks in the app?

Accepted Answer

Yes. You can create and track tasks for your team from the dashboard.

Question 45

Do you have inventory control?

Accepted Answer

Yes. You can track inventory items and see low-stock alerts.

Question 46

How much does the app cost?

Accepted Answer

Nothing extra. The app is free to download and included in every plan, for you and your whole team. It works while your free trial or subscription is active.

Question 47

How do I start using the app?

Accepted Answer

Download Cosmopolita from the App Store or Google Play and sign in with the same account you use on the web. New to Cosmopolita? Tap create an account in the app to sign up on our website, then come back and sign in.

Question 48

What notifications does the app send?

Accepted Answer

Guests who need a person (when the AI hands a conversation to your team or flags something urgent), new bookings, tasks assigned to you, tasks waiting for your review or sent back to you, and the daily briefing. Tapping a notification opens the right screen. You can turn them off anytime in your phone's settings.

Question 49

Can I check guests in and out from the app?

Accepted Answer

Yes. From the booking you can check the guest in at the desk, take photos of their ID, record a payment on arrival and check them out. If the guest's check-in details are missing, the app lets you share the check-in link with them.

Question 50

Can I answer guests on WhatsApp from the app?

Accepted Answer

Yes. The inbox shows your WhatsApp conversations: reply yourself, ask the AI for a suggested reply, pause or resume autopilot and mark conversations as handled. Connecting a new WhatsApp number (scanning the QR code) is done on the web.

Question 51

Can the AI create tasks from a photo?

Accepted Answer

Yes. Snap a photo of something that needs fixing, add a short note if you want, and the AI drafts the task with a title, description, property and due date. You review it before creating it. It counts toward your plan's AI allowance.

Question 52

What do I still need the web for?

Accepted Answer

Setup and admin: adding properties and rooms, connecting WhatsApp, building your website, inviting staff and managing your subscription. Day-to-day work — bookings, guests, tasks, the inbox and the AI assistant — works in the app.

Question 53

Can I use the app with more than one organization?

Accepted Answer

Yes. Switch organizations in the app anytime. If a notification belongs to another organization, the app switches to it when you open the notification.

Question 54

Does the app work without internet?

Accepted Answer

Partly. If you lose connection, the app shows a banner and keeps the last data you loaded on screen. Anything waiting to load or save runs automatically once you're back online.

Question 55

What languages is the app in?

Accepted Answer

English, Brazilian Portuguese and Spanish. It starts in your phone's language and then follows the language in your profile, which you can change in the app.

Question 56

How do I delete my account from the app?

Accepted Answer

Go to Profile → Delete account. This permanently deletes your login and personal data. If you own an organization, delete it or transfer it to someone else first.

Question 57

Can my team use the mobile app?

Accepted Answer

Yes. Invite them from Staff like you do today. The invite email opens the app if it's installed, and they only see the properties and features you gave them access to.

Question 58

Can I create reusable checklists for cleaning or maintenance?

Accepted Answer

Yes. Build reusable checklist templates (e.g. "Checkout Cleaning") with photos, attach them to tasks, and your team checks items off as they go.

Question 59

Can my team get a daily summary?

Accepted Answer

Yes. Every morning at 7am (your local time) your team gets the day's arrivals, departures, guests staying, payments to check, low stock and tasks due — on the WhatsApp number set for alerts, or by email if there's none. Turn it off anytime in Settings → Organization.

Question 60

Can I ask the system questions about my bookings?

Accepted Answer

Yes. The Assistant answers in plain language — like "who arrives tomorrow?" or "which bookings aren't paid yet?" — using your live data. It can draft tasks too, which are only created when you confirm them. Ask it for a booking link and you get one ready for the guest to fill in and pay.

Question 61

In which countries is this available or can I use this?

Accepted Answer

Organization signup is currently available in 6 countries: Brazil (BR), Argentina (AR), Bolivia (BO), Chile (CL), Paraguay (PY), and Uruguay (UY).

Question 62

How is my guest data protected?

Accepted Answer

Your data is protected with encryption and strong security practices. We never sell or share guest data.

Question 63

What if I need custom features?

Accepted Answer

Contact support at pms-support@cosmopolita.me and we can evaluate your case.

Question 64

Can I cancel anytime?

Accepted Answer

Yes. You can cancel anytime directly in your subscription settings.

Frequently asked questions

Getting Started

AI & Automation

Websites & Direct Bookings

Payments

Bookings & Guests

Team & Operations

Mobile App

Security & Support

Current Limits

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