How does the concierge service work?

Your concierge access begins once you have accepted your Journey offer and completed the booking. Your booked services and the information required for your stay are linked to your personal access.

While the app is still being introduced gradually, early guests may only receive the download shortly before their trip begins. Until then, you receive the required booking confirmations and concierge contacts through the available channels.

You create your personal code when setting up your access. Every paid additional booking is only confirmed with this code after the price has been shown.

Care Collective treats travel, support and, where applicable, sensitive health information confidentially. Partners only receive information that is necessary for the specific service and has been approved in advance.

A transfer provider receives the pickup location, time, luggage and mobility requirements

An accommodation provider only receives relevant accessibility and support information

A medical partner only receives medically necessary information with the appropriate consent

A local service provider receives the booking reference, location, time and special practical requirements

Your information is treated confidentially. For a specific service, only the information that is necessary and approved by you is used or shared.

The WhatsApp concierge is a practical everyday assistant. It answers questions using the approved profile information and can organise suitable services.

Find massages, physiotherapy, interpreters or personal services

Order a taxi, transfer or later a local TukTuk

Organise restaurants, food deliveries or shopping

Prepare medication orders within the permitted framework

Send map, location and route links

Add appointments and bookings to the personal calendar

Show prices and trigger bookings after code confirmation

The WhatsApp concierge is not a private conversation partner and does not provide psychological counselling or medical diagnosis. For these matters, it directs you to the appropriate next contact.

The voice AI provides the same basic access as WhatsApp, but through a conversation. This is especially important for blind or visually impaired people, older guests and anyone who finds longer texts or small displays difficult to read.

You describe your request by voice

The AI asks for the location, time and necessary requirements

Suitable and available options are searched

The AI explains the suggestions or also sends them to WhatsApp

You can switch between having information read aloud, the app view and the WhatsApp view

After the price has been confirmed, your personal code is requested

After an interruption, you should be able to continue your request from the same point wherever possible.

Emma is the public phone entry point before an existing concierge booking. She answers general questions, records booking interest and arranges callbacks.

The concierge voice AI is available to booked concierge customers during their stay. It can connect your request with your booked services, appointments and available local offers.

Before a concierge booking, you can arrange a callback through the public phone reception. Direct personal phone access is part of the booked concierge service and may incur additional costs.

You can use the human phone access when the app, WhatsApp or voice AI is not sufficient for your request or when you explicitly want to speak personally.

This access is paid unless personal phone time is included in your package. The current price and any included time are clearly shown before use.

On arrival at Krabi Airport, a local SIM card can be installed and your basic connectivity set up if this is part of your booking.

Set up a local SIM card with internet

Check that WhatsApp works

Save the concierge contacts

Check the app access and travel profile once available

Explain the map and location functions

This means you can respond immediately if a transfer fails, a pickup is unclear or you need support at short notice.

The app is intended to show you relevant partners, services, medical points of contact, interpreters and mobility options on a map. Live availability and GPS status, for example for TukTuks with their current location, are planned for a later development stage and are not yet part of the launch.

Depending on the development stage, the following functions are envisaged around the map, location and routes:

Show nearby partners and services

Open booked locations and appointments on the map

Open routes in the Care Collective app or in Google Maps

Share pickup points and current locations

Show driver and vehicle status

Make it easier to find the way back to your accommodation

Location-based support only works when you enable location access. The app clearly explains which location data is used and how you can change or stop access.

In the standard app, you search, compare and book independently. After a confirmed Journey booking, you also receive access to the expanded concierge area.

Your personal travel and appointment calendar brings all confirmed services together in one place.

Transfers and pickup times

Treatments and care appointments

Massages, interpreters and personal services

Excursions and activities

Callbacks and on-site appointments

Deliveries and confirmed additional services

Partners with a synchronised Care Collective calendar can offer times that are available for immediate booking. Without a reliable calendar connection, a request is sent and only entered as a confirmed appointment after approval.

Important information can be saved as easy-to-open cards in German, English and Thai. You simply select the language you need on the screen.

Allergy, intolerance and food card for restaurants

Short preference card for food and everyday situations

Personal emergency card with the most important details for a crisis

Hospital card with important basic information

Medication overview for medical situations

Situation cards for shopping, clothing or special requirements

You enter and save the information yourself in your profile. The personal emergency card is available from the start of the app: it can be shown or shared at any time, including in Thai, to make communication on the ground easier.

Automatic translations make communication easier, but they do not replace medical documentation or professional translation. For severe allergies, medication, emergencies or other medically important information – including the emergency card – check the content carefully before travelling and seek professional verification when in doubt.

Once the medication planner is available, you can upload a photo of your medication plan. The detected information is shown to you for review and correction.

You review and correct the detected information

You confirm and save the plan

Reminders can be switched on or off voluntarily

The reminder sounds at the selected time

There is no mandatory intake confirmation

Care Collective does not monitor whether medication is taken

The medication plan remains in your protected personal app area. The reminder is only an everyday aid and does not monitor whether medication has actually been taken.

Your personal code is the clear confirmation of cost. When you enter the code, you confirm exactly the price shown immediately beforehand.

Show the price of the new service

Show the total amount already paid

Update the new total immediately after booking

List all services and payment recipients in a detailed overview

Handle cancellations and refunds according to the terms of the respective partner

Do not trigger payment until the provider has confirmed the request

After your confirmation, the payment is processed. You then see the booking in your overview and, once available, in your calendar.

For bookings, the community contribution of at least 10 percent is shown transparently. Your overview can also show how much your previous bookings have contributed to the regional community fund.

When paying, you can voluntarily increase the community contribution. The selection runs in small steps from 11 to 20 percent and then in larger steps up to a maximum of 50 percent.

The display must not suggest that a higher contribution leads to better placement, preferred support or other advantages.

Only appointments with confirmed availability are shown as available for immediate booking. For other offers, you first send a request to the partner and can complete the booking after the partner responds.

Before the trip, the maximum response time is generally around 24 hours

During your stay, urgent local requests should be answered within around three hours wherever possible

You see the status “Availability is being checked”

An estimated response time is shown

The price and code confirmation are only offered after the partner has confirmed

There are no costs if the partner declines or does not respond

You receive other immediately bookable or newly suitable suggestions

There is no paid ranking. However, the order within a transparent results list may be influenced by suitability, distance, availability and verified ratings.

Only verified Care Collective customers can submit a rating

After a completed service, a short rating is requested

An additional comment is optional

Ratings cannot be bought or deleted by the provider

Removal is only possible for insults, legal violations or other clear breaches of the rules

Good ratings support quality assurance and reliability

Several travellers can be included in one booking. However, each person needs their own personal app profile containing their own data.

A lead traveller or companion can add fellow travellers for organisational purposes during the booking. Sensitive data, personal cards, medication plans and codes still remain assigned to the individual profile.

In a medical emergency

For severe pain, breathing problems, chest pain or unconsciousness

After a fall with a possible injury

For acute confusion or sudden deterioration

During a mental health crisis

When personal assistance or care beyond the booked package is required

For hospital admission or medical repatriation

For decisions that must be made by a doctor, insurer, authority or legal adviser

In these situations, the appropriate next step is the emergency service, a doctor, hospital, insurer, professional care provider or another responsible specialist service.

The app is part of the concierge experience. Concierge customers receive expanded access that goes beyond the standard booking platform.