HaiLa for restaurants
Common questions
Short answers about requests, plans, fees and integrations.
What exactly do I pay for?
The package subscription, if there is one, and the variable component for eligible bookings generated through HaiLa. Activation and initial setup are free. Prices exclude VAT.
Do I pay for declined requests?
No. Nor do you pay for unconfirmed requests or requests affected by an identified technical error.
What if the guest cancels or doesn't show up?
You never pay for cancellations, even those made after the deadline, or for no-shows. A confirmed booking counts as a visit unless you mark a cancellation or a no-show during the verification period after the booking time.
What happens if I don't answer straight away?
We recommend handling requests within about 10 minutes, when your team is available. HaiLa reminds your team about requests that are waiting, and the guest sees the answer in their account.
Do I pay for bookings from my own website?
On PRO and PRO+, your own eligible channels have a variable component of €0. On LITE, the first 15 eligible bookings a month from your own channels are included, then €0.50 per booking.
Do I have to change my POS?
No. HaiLa is designed to complement your existing infrastructure. The integration depends on the POS and the technical capabilities available: Poster is field-verified, and Syrve / iiko is activated after a supervised test at the venue.
What happens once I reach €300 or €400?
The variable component stops growing for that month: the subscription and eligible HaiLa bookings stay within the package cap. Separately contracted services are outside this cap.
Can guests see the floor plan?
No. The physical floor plan is an operational tool for your team. Guests see the relevant availability for the selected date, time and party size.
Is a guest's request a confirmed booking?
No. The request stays pending until your team accepts it. Your team can also decline it or suggest another time, and the guest sees the answer in their HaiLa account.
What devices does the team use?
Your team works in the HaiLa restaurant apps, on iOS and Android. The PRO floor plan can also be used on a tablet. Caller ID needs a configured Android phone that belongs to the restaurant. The owner portal opens in a browser.