Frequently Asked Questions

What do I need to do to get started with the Virtual Concierge?

Getting started is easy:

Sign up to create an account.
Follow the setup wizard to create a new Property in our portal.
Add some things you want the Virtual Concierge to say in response to guest questions.
Provide your guests the link to access the Virtual Concierge on their phones.
Optionally, get an Amazon Echo device from a retailer or Amazon.com and follow the instructions to add your in-property device to your Property.

Pricing: How do subscriptions work?

Overview:

Free accounts allow guests to access the virtual concierge on mobile devices. Upgrade to a subscription to also add in-property Alexa devices and additional features We appreciate your support!

A Subscription adds powerful capabilities to your account. It is a 'per property, per month' model, and provides full access to all features for each active property. This includes unlimited use of the Virtual Concierge on guest's phones, and also on 1 Amazon Echo device in each property.

Pricing:

Our service is designed to be affordable and flexible. Pricing is based on daily usage per active property, with significant discounts available for longer-term or larger-volume subscriptions. That means you can provide the service to guests for less than the cost of a postage stamp per night.

Using more than 1 Echo device per property:

You’re welcome to add additional Echo devices to a property. Just keep in mind that each active device counts the same as an active property. For example, if you have one property with two active devices, your subscription will be used twice as fast.

How to save even more:

In the AIPEX portal, you can activate or deactivate the Virtual Concierge service at any time for each of your properties. When the service is deactivated, you’re not charged. Unlike traditional monthly subscriptions that bill you whether guests are present or not, AIPEX gives you the flexibility to only pay for active properties—perfect for seasonal use or lower-occupancy periods.

I’ve been using an Amazon Echo device at my property prior to implementing the Virtual Concierge. What differences should I be aware of after implementing AIPEX?

AIPEX Virtual Concierge leverages Amazon’s Alexa Smart Properties (ASP) program wherever it is available. Currently it is available in the US (and US Territories), UK and Canada, with more countries soon to come. If you are deploying in the US/UK/Canada, you will have access to special features such as:

Name Free Invocation (NFI): This is the capability for guests to ask questions directly of Alexa, instead of first having to open a skill in order to get access to your curated content. So for example if you have created a content item in our portal to recommend a local steakhouse, without NFI guests would need to say: "Alexa, ask our host" and then after hearing the response, ask "what steakhouse do you recommend?" in order to get your curated recommendation. With NFI, guests can just say: "Alexa, what steakhouse do you recommend?" to get your curated recommendation.
Digital Signage in your property focusing guests on things you want them to know about
Centralized management and monitoring of all your Amazon Echo devices across all properties
Scale deployments without having to create individual Amazon accounts for each property
Online / Offline device status visibility
Hotel-grade Security and Privacy enhancements
Send custom notifications and announcements, in real-time or schedule in advance

When an Amazon Echo device is added to ASP, special microcode is applied that makes the device different from normal retail Echo devices. Once imported into the AIPEX system, your Echo device will no longer be managed via the Alexa App. This means that features you may have used with the Alexa App won’t be available anymore. For example:

Smart home controls (contact support@aipextech.com to enable)
Adding additional skills (contact support@aipextech.com to enable)
Routines
Drop-in
On devices with screens:
- Amazon Photos slideshow
- All use of the camera is disabled

How do I log in to the Virtual Concierge Portal?

Click here to access and bookmark the Portal. Use the email address that you provided when you signed up on our registration page. If you can’t remember your password, click the ‘Forgot Password?’ link on the portal login page and provide your email address. An email with a link to reset your password will be sent to you. If you can’t remember the email address that you used, Contact us, and provide your name and address. We will look up your account and provide that information.

What Alexa devices are supported for use in the US, UK and Canada?

Amazon Echo (2nd, 3rd, 4th generation)
Amazon Echo Dot (2nd, 3rd, 4th, 5th generation)
Amazon Echo Plus (1st, 2nd generation)
Amazon Echo Show 5, 8, 15 and 21

Amazon Echo Show 8, 15 or 21 is recommended.

Are properties outside the US, UK and Canada supported?

Yes, the AIPEX Virtual Concierge is available globally on mobile phones. Additionally, there is support for in-property Amazon Alexa devices, however there are some features that are not available outside of the US, UK and Canada. See the Compare Features page for a description of the feature differences. You can also reference this support page for a description of how to set up devices outside of the US, UK and Canada. Please note that when you register for an AIPEX account, you specify the country for your account. Choose the country where your properties are located.

Are properties located in US territories supported?

Properties in Puerto Rico, the US Virgin Islands and American Samoa are supported.

What does my Virtual Concierge subscription include?

AIPEX is 3 AI solutions in 1.
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Best-in-class mobile AI: Your subscription includes unlimited use of our AI assistant on guest's phones. Your guests will have access to the latest in GenAI tech, purpose-built for hosts like you. No other AI solution has this feature set including things like delivery of images and video in response to guest's questions.
In-Property AI: In the US and UK, your subscription includes a license to use Alexa Smart Properties on your device at no additional cost. This is a significant value, for which Amazon charges a monthly fee. The ASP fee covers the special software that is applied to the device, as well as the licensing for music available with the service (including streaming music from iHeartRadio and TuneIn). In addition, please see this page for a full list of features that your AIPEX Virtual Concierge includes.
AI messaging: Depending on what Property Management System (PMS) you use, your subscription also includes the ability to automate your unified inbox, and draft responses to guest's messages based on all the knowledge contained in your AIPEX property.
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In addition, please see this page for a full list of features that your AIPEX Virtual Concierge includes.

Can I add more than one device to my property?

Yes, you can add as many devices to your property as you would like. Please keep in mind the following considerations:
- Amazon charges on a per-device basis, so under our subscription model one credit is used per day for each device that is associated to a property.
- 'Alexa Smart Properties for Hospitality' provides a code base that AIPEX uses to build special features for the virtual concierge experience. That code base does not yet support the ability for synchronized multi-device music streaming. In other words, a song can’t be playing throughout a property across multiple devices as if it was a single audio system.