Behind every guest request,
a promise kept.
Onalu is guest-services backup for independent ultra-luxury hotels. Every message captured, answered promptly, and resolved—day and night, in your voice.
Selectively partnering with a handful of distinguished independent properties.
For whom
Crafted for independent ultra‑luxury boutiques
Onalu is dedicated to independent, ultra‑luxury boutique hotels—intimate properties of 40–150 keys with exacting service standards and modern guest messaging.
Your voice, your service rituals, your way of making every guest feel known—these didn't happen by accident. Onalu exists to honor and extend that care, not replace it.
- 5‑star service expectations and a distinct, carefully protected brand identity.
- Owner/GM‑led decisions on guest experience, staffing, and technology.
- Cloud-based property management already in place.
- Digital guest messaging already in use (SMS, WhatsApp, email, or in‑app).
Why guest messaging strains even the best teams
- Arrival and departure waves, events, and late nights can swamp the concierge, front office, and guest relations teams at the same time.
- Guests expect to "message and it just happens," regardless of channel or time of day.
- Staff juggle PMS screens, messaging apps, phones, and internal task systems; some requests are delayed, double‑handled, or quietly dropped.
- Tone, detail, and personalization vary by shift; training new team members to consistently "sound like us" takes time and supervision.
How it works
What Onalu takes off your plate
Capture and route every message
SMS, email, and other channels are pulled into one queue so each guest request is seen, classified, and routed. No message is left sitting in an inbox or forgotten during a busy shift.
Draft or deliver on‑brand responses
Onalu replies in your brand's voice for routine, well‑defined requests, or prepares responses for your team when human judgment or discretion is required.
Turn requests into action
Requests become concrete tasks in your PMS and operations tools, with a clear audit trail of who did what, when, and how the guest was updated.
Onalu operates behind the scenes using software, AI models, and human oversight so your team can keep service promises to guests with clear service commitments and verifiable evidence of completion.
Safeguards
Designed for ultra‑luxury service standards
You stay in control
You define which types of requests Onalu may handle directly, which should only be drafted for review, and which must always stay with your team.
Trained on your brand and playbooks
Onboarding focuses on your language, rituals, and service preferences, so guests experience your brand—not a generic chatbot or script.
Your team where it counts
Sensitive, high‑touch, or unusual situations are drafted for review or escalated immediately to designated staff, with full context attached.
Full visibility
You can review transcripts, decisions, and tasks created in your systems at any time—full transparency, no black box.
Meet us
Founders
Andrew Poon
Founder & CEO
Former VP, Product Management (Yahoo, Google).
Focused on keeping every service promise—with the accountability and commitment that guest operations demand.
Derrick Whittle
Founder & CTO
Former Senior Director, Engineering (Yahoo).
Emphasis on consistency, reliability, and systems that perform the same way at 2 p.m. and 2 a.m.
Backed by
Onalu is supported by investors who take the long view.
Partner with us
Selectively partnering with distinguished properties
Onalu is currently partnering with a small number of independent ultra‑luxury hotels to refine how this model fits real operations—across staffing patterns, service rituals, and existing technology.
- Narrow initial scope, such as selected request types, guest segments, or hours of coverage.
- Close collaboration with GMs, operations leaders, and front‑of‑house supervisors.
- Clear measures for responsiveness, resolution rates, and guest‑experience impact.
If your property shares our commitment to exceptional guest experience, we'd welcome a conversation.