Service Description
1. Overview
Zaplar is an agentic operating system for hotels that consolidates core hotel software into one system that can complete certain work autonomously. The system includes a property management system (PMS); booking engine; revenue management system (RMS); housekeeping system; payments; point of sale system (POS); meetings, incentives, conferences and exhibitions system (MICE); channel manager; and central reservation system (CRS). The Service is provided as a cloud-based subscription service, accessed via web browser and, where applicable, mobile applications. The specific modules, properties, and usage volumes covered by Customer’s subscription are set out in the applicable Order Form.
2. Included Functionality
2.1. Property Management System (PMS)
Reservation management, guest profiles, check-in and check-out, room and rate management, folio management, analytics, and operational reporting.
2.2. Booking Engine
A booking flow configurator where the Customer can build custom booking pipelines that serve as a direct booking interface for Customer’s website, allowing guests to search availability, book offered rooms and services, and pay online.
2.3. Housekeeping System
Room status management, task assignment, and housekeeping scheduling. Mobile interface for housekeeping staff to use on the go.
2.4. Revenue Management System (RMS)
Rate and availability management, including automated pricing recommendations based on demand, occupancy, and market data.
2.5. Payments
Processing of guest payments through Zaplar’s integrated payment functionality, subject to the payment terms in the Agreement and the terms of the applicable payment processor. Payment processing may require a separate agreement with, and approval by, the payment processor.
2.6. Point of Sale (POS)
Sales registration for restaurants, bars, spas, and other outlets, including charge-to-room functionality and fiscal compliance features where required by applicable local law and supported by the Service in the relevant jurisdiction. Includes physical hardware and software.
3. Delivery and Hosting
The Service is provided as software-as-a-service (SaaS), hosted by Zaplar or its hosting providers, and accessed over the internet via a supported web browser, or mobile application where applicable. For some functionality, such as POS, peripheral hardware drivers or applications may be required (for example, POS terminals, key card encoders, or printers). Planned maintenance is performed, where reasonably possible, outside peak hours with advance notice for maintenance expected to cause material downtime. Data hosting is described in the Data Processing Agreement.
4. Implementation and Onboarding
4.1. Zaplar provides the following onboarding services for each property, included in the subscription unless otherwise stated in the Order Form: (a) initial configuration of the Service (property setup, room types, rates, taxes, users); (b) migration of reservation and guest data from Customer’s previous system, to the extent such data is made available in a format reasonably usable by Zaplar; (c) activation of connections to distribution channels and integrations included in the Order Form; and (d) training for Customer’s staff of up to 10 hours delivered remotely. 4.2. Larger implementation projects, custom integrations, on-site training, and migration of data beyond the scope above are provided as professional services under a separate Statement of Work at Zaplar’s then-current rates, unless otherwise stated in the Order Form. 4.3. Customer is responsible for providing timely access to data, systems, and personnel required for onboarding. Timelines assume Customer meets its responsibilities; delays attributable to Customer may extend the implementation schedule.
5. Customer Responsibilities
Customer is responsible for: (a) maintaining internet connectivity, supported browsers, and any local hardware required to use the Service; (b) the accuracy, legality, and quality of data entered into or migrated to the Service; (c) administering user accounts and ensuring credentials are kept confidential and used only by authorized personnel; (d) configuring the Service, including rates, taxes, policies, and the scope of autonomous agent actions, in accordance with Customer’s business requirements and applicable law; (e) reviewing output generated by the Service, including AI-generated content and autonomous actions, and correcting errors where needed; Customer acknowledges that AI-generated output may contain inaccuracies; (f) compliance with laws applicable to Customer’s operation of its business, including hospitality, tax, fiscal reporting, and guest registration requirements, and consumer and privacy laws in relation to Customer’s guests; and (g) maintaining agreements with third parties whose services Customer uses in connection with the Service, such as OTAs and payment processors.
6. Exclusions
For the avoidance of doubt, the Service does not include: (a) hardware, including POS terminals, payment terminals, printers, door locks, or key cards, unless expressly stated in the Order Form; (b) third-party services, including OTA listings, payment processing services provided by the payment processor, accounting systems, and door lock systems; Zaplar provides integrations to certain third-party services but is not responsible for their availability or performance; (c) custom development, custom integrations, or custom reports, unless agreed in a Statement of Work; (d) legal, tax, or revenue management advice; pricing recommendations and compliance features are tools, and decisions based on them remain Customer’s responsibility; (e) telephony, internet access, or on-premise IT infrastructure; (f) recovery of data lost due to actions of Customer or its users beyond restoration from Zaplar’s standard backup; and (g) forward deployed engineers for onboarding, unless expressly stated in the Order Form.
Helping exceptional hoteliers do their best work.
We believe great hospitality is about being present with the guest, not spending time infront of a screen.
