Access and keys
Guests who can't get in, smart locks that fail or codes that don't work. We answer and coordinate the solution at any hour.
24h phone line for tourist apartments
The 24h phone line your tourist apartment is required to provide, sorted
24h phone for tourist apartments. In Barcelona, tourist accommodation regulations require providing a 24h support phone for incidents. We handle your guests' incidents following your protocol, so you stay compliant. At Teléfono Permanente we cover it with a team available 24 hours a day, 365 days a year.
Handled by people, not a bot
The real incidents of a tourist apartment, handled by people
Not a voicemail or a bot. People who answer, identify the problem and activate your protocol.
Teams of call agents answer every call, identify the problem and activate the protocol you have set out. We solve what can be solved by phone and, when physical intervention is needed, we alert the contact person you designate.
- Human support 24 hours a day, 365 days a year
- We answer with your business name and follow your protocol
- Native support in Catalan, Spanish and English
- Record of every action and a daily report
What we handle
The whole guest cycle, covered 24 hours
From the key that won't open at midnight to the report you receive every morning.Breakdowns in the property
Heating, hot water, appliances or wifi. We log the incident, alert your maintenance person and report back.
Neighbour complaints
Noise or after-hours disturbances. We handle the guest notice tactfully and keep a record of every action.
Check-in and check-out
Arrival and departure times, luggage storage and property rules, communicated to the guest in their language following your guidelines.
Daily report
Every day you receive a report with all the calls handled, at the time you choose, whether action was taken or not.
Multilingual support
Native support in Catalan, Spanish and English. Most incidents come from international guests: English is what stops a minor issue from becoming a bad review.
More than four decades
More than four decades answering calls that cannot wait
We are not improvising a new service: 24h support is what we have done for over 40 years for sectors where an unanswered call has consequences. That experience is the difference between an answering machine and a team that knows what to ask, what to solve and who to alert when the phone rings at four in the morning.40+ years
of experience in phone support
400+ clients
in demanding sectors
Stable team
low turnover and accumulated knowledge
Your protocol, not ours
We answer in your name, following your rules
We don't improvise. We define an action protocol for each property with you: what to solve by phone, who to alert and when to escalate an emergency.
Every call is answered with your business name and following the guidelines you set. If an incident can be solved verbally, it is solved. If it needs physical intervention, we alert your contact person through the channel you prefer: SMS, email or emergency call, depending on severity.
And if you don't yet have a defined protocol, we build it with you from the details of your properties.
- Different action guidelines depending on the type of call
- Alert by SMS, email or emergency call, depending on severity
- Unlimited call categorisation and filtering
- From a single property to managers with dozens of units
"Meet the regulations without having to watch the phone yourself"
In Barcelona, tourist accommodation regulations require a permanent phone line for incidents, available 24 hours. We are that line: a real team, answering in your name.
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FAQ
What every tourist apartment owner needs to know
01Does the law require a 24-hour phone line?
Tourist accommodation regulations in several regions require providing the guest with a permanent phone line for incidents. The specific conditions vary by territory, so it is worth checking the regulations that apply to your property's location. What they all share: there must be someone on the other end at any hour.
02Do I have to answer the late-night calls myself?
No. That is what the service is for. You give us the protocols for each property and we answer in your name: we solve what we can by phone and, when physical intervention is needed, we alert the contact person you designate.
03In which languages do you assist guests?
In Catalan, Spanish and English, natively. Most tourist apartment incidents come from international guests, so support in English is not an extra: it is what stops a minor issue from becoming a bad review.
04Is it for a single property or only for large managers?
For both. We assist owners of a single apartment as well as managers with dozens of properties. The protocol adapts to the number of units and how you want each one handled.
05How long does it take to set up the service?
Once the protocols for your properties are defined, activation is fast. It usually starts with a short meeting to gather each property's details and action instructions, and from there the number is operational.
06Do you manage the apartment bookings?
No. We focus on handling incidents and guest communication 24 hours a day, not on the booking centre. This lets us give absolute priority to what is urgent: access, breakdowns and complaints at any hour.
How many properties do you manage?
Tell us how many properties you manage and we will prepare a tailored proposal. No obligation. Request information ✓ Fast response ✓ No obligation ✓ Data protected (GDPR)
Contact
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