Customer case study · Serviced apartments & guest support
AQORA.
Comfortable stays.
Personal support.
Meet the serviced apartment operator supporting corporate travellers and leisure guests—with Norango’s live receptionists providing practical help, 24 hours a day.
Established in 2012 and headquartered in Exeter, AQORA is an independent serviced apartment operator welcoming corporate travellers, business guests and leisure visitors.
Its accommodation in Exeter and Bridgwater offers the space and practical comforts guests need for temporary stays. Fully furnished apartments, kitchen and laundry facilities, and regular housekeeping support both shorter visits and extended periods away from home.
AQORA primarily serves longer-stay corporate clients, working with guests and businesses as well as specialist agents, relocation companies and travel management companies. Its team brings experience from hotels, accommodation agencies and serviced apartments.
That guest-focused approach also depends on reliable communication. With arrivals at different times and no traditional hotel reception desk at each property, guests need to know that help is available when they call.
Corporate & business stays
A practical base away from home.
Travellers need somewhere comfortable to settle in, with reliable support for the questions that arise during a working stay.
Leisure & shorter visits
A welcome that starts before the door opens.
Directions, arrival instructions and access assistance all contribute to a guest’s experience of their accommodation.
The trusted partnership
A real person at the first hello.
Practical help throughout the stay.
Norango provides AQORA with a fully outsourced, 24/7 live call handling and guest support service.
Every incoming call is handled by a trained live receptionist. With access to relevant booking and property information, the team can give personalised assistance and resolve enquiries directly where possible.
The operational challenge
Guest questions arrive
at every hour.
Support needs to be ready.
Running serviced accommodation involves much more than taking reservations. Guests may need help finding an apartment, using a key box, entering a door code or resolving an unexpected issue.
These enquiries can arrive late in the evening, over a weekend or overnight. AQORA needed a reception service that could use current booking information to help guests and coordinate urgent maintenance assistance when necessary.
The service also needed to protect the internal team’s time by filtering unwanted sales calls and transferring only enquiries that genuinely required AQORA’s involvement.
Live guest reception.
Day and night.
Norango answers during office hours, evenings, weekends and bank holidays. Receptionists handle arrival questions, directions, access instructions, lockouts, reservations and general guest support requests.
Booking-specific help.
Information at hand.
Individual secure logins give receptionists access to AQORA’s existing booking management system. While speaking with the caller, they can consult relevant reservations, property details and check-in instructions to provide accurate, personalised help.
Common issues.
Practical assistance.
The live team can guide guests through door codes and key-box instructions, help with Wi-Fi connectivity problems and handle requests about missing bedding or other essentials. Where possible, enquiries are resolved during the call, reducing the need for internal staff involvement.
Useful calls connected.
Unwanted interruptions filtered.
Receptionists identify which enquiries need AQORA’s attention and transfer them to the appropriate person or department. Unsolicited sales calls and irrelevant enquiries are filtered, helping the internal team concentrate on its properties and guests.
Urgent situations.
Agreed escalation.
Outside office hours, the team assesses urgent access problems, serious leaks or plumbing emergencies, fire-related incidents and other urgent maintenance issues. Receptionists follow AQORA’s procedures and contact the appropriate emergency personnel or designated on-call contacts where necessary.
A guest’s question deserves practical help.
A person who listens—and can take action.
A live receptionist understands the guest’s enquiry.
Relevant booking and property details inform the response.
The receptionist provides guidance and resolves the enquiry where possible.
Calls are transferred or urgent issues escalated when further help is required.
The value for AQORA
Personal guest care.
Less internal pressure.
Support around the clock.
24/7 human support
Every incoming call is handled by a live receptionist, including evenings, weekends and bank holidays.
Practical guest assistance
Common access, direction and booking enquiries can be resolved directly during the call.
Relevant booking information
Individual secure logins enable staff to consult guest reservations and property details.
Reduced internal workload
Norango handles routine questions, unwanted sales calls and general support requests.
Focused call transfers
Enquiries needing AQORA’s direct involvement reach the appropriate team member.
Emergency escalation
Urgent incidents are directed to designated emergency or on-call contacts under AQORA’s procedures.
Together, these services give guests a consistent, professional point of contact throughout their stay.
The outcome
An outsourced reception.
A genuine extension
of AQORA’s team.
Norango brings experienced live receptionists, direct booking-system access, call filtering and emergency escalation into one guest support service.
For AQORA, that means practical assistance throughout the guest journey and round-the-clock reception cover without maintaining its own dedicated 24-hour reception team.
The value lies in what the receptionists can do: resolve enquiries, guide guests, connect the right people and coordinate urgent assistance when it is needed.
Real people. Real solutions. 24/7.
Give your guests a real person to turn to.
Talk to Norango about live reception and guest support built around your accommodation business.
Service and outcome details are based on the supplied AQORA customer case study. Company background is supported by AQORA’s company story and accommodation information. Published 12 November 2026.