If something in Hello Hotel isn't working — calls won't connect, messages aren't sending, the app won't load — the fastest first check is our status page. It tells you in seconds whether the issue is on our end or something in your own setup.
The status page
Go to [status.hellohotel.co](https://status.hellohotel.co) — no login needed, and it works from any device.
The page reports the current health of Core Services, Messaging, Voice, the Web Chat Widget, the Mobile App, and the third-party services we rely on. When everything is running normally, each one shows as operational. During an incident, the affected area is flagged.
When to check it
Check the status page first whenever:
Calls, texts, or the app suddenly stop working for your whole team at once — a problem affecting everyone at the same time usually points to a service issue rather than one person's setup
Something that worked minutes ago stops working with no changes on your end
You're seeing errors you've never seen before
If the status page shows a problem
That means the issue is on our end, so there's nothing you need to report — it's already visible to us. The status page is where incident information is posted, so check back there for the latest.
Once an incident is resolved, service recovers on its own. You may just need to refresh your browser or reopen the app.
If everything shows operational
The issue is most likely specific to your setup — browser permissions, routing configuration, network, or an out-of-date app version. Head to the troubleshooting articles in this help center and work through the checks there, for example Calls Not Ringing or Connecting or SMS Not Sending or Delivering.
One thing the status page doesn't cover: guest data arriving from your PMS. If contacts, reservations, or PMS-driven automations seem slow, that's sync timing rather than a service incident, and the status page will show everything as operational. See Understanding Mews Data Sync.
Good to know
The status page is the same place we post about planned maintenance, so if we ever schedule downtime, you'll see it there first.
Still stuck after checking status and troubleshooting? Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected] — include what you were doing, the time it happened, and any error messages you saw.