Published on 5 August 2025

Console SecretBox: Customer Service Rooted in Excellence

In the demanding world of high-end hospitality, technology alone is not enough. What truly makes the difference is the human behind the tool. Console SecretBox, published by Api & You, has understood this perfectly: for more than 15 years, the company has placed customer service at the heart of its strategy, turning every interaction into an exceptional support experience.

When prestigious establishments such as Le Bristol Paris, Cheval Blanc, the Maisons Bernard Loiseau, Georges Blanc or the Couvent des Minimes express their satisfaction, it is no coincidence. It is the result of a company philosophy where relational excellence is as important as technological performance.

🤝 An Authentic, Lasting Human Relationship

What emerges unanimously from client testimonials is the exceptional quality of the human relationship. In a sector where digital tools are multiplying, Console SecretBox chooses human-scale support.

"The quality of the relationship with Api & You touches us deeply. In reality we share the same sense of service, the same attentiveness and the same care for others. When we call the Secretbox teams, the answer is immediate, the exchange is smooth and sincerely conscientious. We enjoy closeness, responsiveness and human-scale support, which is fundamental in our profession."

— Thomas Matteï, Le Bristol Paris

This closeness translates concretely into dedicated contacts who know the history and needs of each establishment perfectly. Corinne Feuvrier of the Château de Pizay confirms it with emotion:

"Personally, for 15 years I have maintained a privileged relationship with the Secretbox teams, and with Laurence Chaperon, the training manager. When I call Api & You, I do not talk to a robot or a voicemail, I talk to Laurence, who knows and understands me. That is precious."

— Corinne Feuvrier, Château de Pizay

This authenticity in relationships is also found with Carole Bastian of Cheval Blanc, who highlights the quality of the atmosphere and the availability of the teams:

"The SecretBox team is very available: we have the opportunity to talk regularly when we have particular needs. We are also in contact with our regular, dedicated contacts, who do not hesitate to pass on our requests to members of their team when necessary. The atmosphere is good: the team is very friendly and attentive."

— Carole Bastian, Cheval Blanc

⚡ Exceptional Responsiveness and Availability

In the hospitality sector, every minute counts. The Console SecretBox teams have fully taken this on board by offering responsiveness that sets the benchmark in the sector.

Soline Ibarboure of Les Frères Ibarboure describes a radical change in her professional daily life:

"API & YOU taking over the client management of "Guestonline", with whom we work, changed our lives! I never had a contact in front of me: today, I send an email to Laurence Chaperon at any hour of the day or night and I get an answer within 48 hours. It is very pleasant to get real technical solutions to our questions, thanks to great responsiveness by email."

— Soline Ibarboure, Les Frères Ibarboure

This constant availability creates a climate of absolute trust, as Natalia Tataourova of the Hôtel & Spa du Castellet points out:

"Trust, because the support from the Secretbox teams is excellent: constant availability, fast responses and personalised advice."

— Natalia Tataourova, Hôtel & Spa du Castellet

Ludivine Coque of Georges Blanc confirms this excellence over time:

"It is a long-term relationship built on trust, thanks in particular to the quality of the human relationship. For years, I have regularly called on the Secretbox teams, on a wide variety of topics, and their answers are always fast, relevant and effective."

— Ludivine Coque, georgesblanc.com (Village Blanc)

• Immediate answer to calls: Clients unanimously highlight the constant availability of the teams, with no waiting and no endless call transfers.
• Email responsiveness: Answers within 48 hours at most, whatever the time the request is sent, with concrete technical solutions.
• Constant availability: A reachable team that handles every request in a personalised, effective way.
• Proactive support: Regular strategic analysis reviews to anticipate needs and optimise performance.

💡 Sector Expertise and Strategic Advice

Beyond simple technical assistance, Console SecretBox positions itself as a genuine strategic partner. The teams have an in-depth understanding of the specific challenges of hospitality and support their clients in their commercial development.

Bérangère Loiseau of the Bernard Loiseau Group highlights this strategic dimension:

"The regular reviews that the Secretbox teams offer us, moments of strategic analysis and market understanding, allow us to keep progressing together."

— Bérangère Loiseau, Bernard Loiseau Group

Aurélie Galpin of the Domaine de Bellevue stresses the deep understanding of business needs:

"I also want to highlight the quality of the professional relationship and the reliability of the system: technically, the Secretbox solution is free of service interruptions, but behind it there is also an attentive, responsive and solid team. Api & You has a deep understanding of the needs of hoteliers and restaurateurs, and that makes the difference."

— Aurélie Galpin, Domaine de Bellevue

Kristine Renaut of Les Maisons Emmanuel Renaut highlights Api & You's forward-looking vision:

"But beyond the tool, we feel truly listened to and supported by contacts who are available, effective and sincerely invested in our success. There is a real human closeness with Api & You: every request is handled personally and the exchange is always constructive. That is also what gives meaning to a lasting, enriching partnership. Api & You is always one step ahead in its analysis of the market, of our hotel and restaurant professions, of consumer behaviour, and lets us benefit from it. We feel unique and privileged. There is joy in working together, and for us that matters."

— Kristine Renaut, Maisons Emmanuel Renaut

Thomas Lorival of Le Clos des Sens highlights the complete technical support:

"The human and technical support and the quality of advice from the Api & You teams make the difference. The monthly tracking reports, the responsiveness when needed and the agency's proactive suggestions on new marketing levers are a real asset for us."

— Thomas Lorival, Le Clos des Sens

🎯 Support that Evolves with Your Needs

The strength of Console SecretBox lies in its ability to continuously adapt to market developments and the specific needs of each client. Far from a static solution, the platform and its support evolve constantly.

Mathilde Piacentino of the Couvent des Minimes describes this continuous adaptation with emotional intelligence:

"Over time I have seen the console evolve, adapting to consumers and new buying behaviours, but above all to us professionals, to our personal story and to our needs. We are a family house for which sincere human relationships matter. The Secretbox teams share that same spirit. They stepped into our story and gave us, with great emotional intelligence, personalised advice to support our reopening and our commercial development. Their support is exceptional and deserves to be highlighted. For me, the success of this long collaboration owes as much to the quality of the tool as to the quality of the exchanges, and to the relevance of the advice provided day to day."

— Mathilde Piacentino, Le Couvent des Minimes

Carole Bastian of Cheval Blanc appreciates how easily it adapts to evolving needs:

"Setting up the console and keeping pace with market developments thanks to it has always been fairly simple. We share our needs with the teams by email: they respond quickly to our requests and, from the start, they have easily adapted to the needs of customers and website visitors."

— Carole Bastian, Cheval Blanc

Jean-Baptiste Marin of the Jiva Hill Resort acknowledges the importance of human support:

"Finally, I want to highlight the human support of the Secretbox team, which has always been there to help us structure and go further on the relevance of our offers."

— Jean-Baptiste Marin, Jiva Hill Resort

🏆 A Responsive, Attentive Team

Continuity in the client relationship is a major asset of Console SecretBox. Clients appreciate finding the same contacts over the years, while benefiting from a growing team that keeps its human DNA.

Soline Ibarboure of Les Frères Ibarboure describes this fine continuity:

"Relations with the SecretBox teams are very professional. Our contacts change a little, but not too much! It's pleasant. We can feel the team growing. Vanessa Lentillon has followed us for 10 years: it is no longer her, because she has taken on new responsibilities, but we feel she is still there! What is especially pleasant is that when we have a technical question, there is always someone to answer us."

— Soline Ibarboure, Les Frères Ibarboure

Cécilia Gross of the Domaine du Hirtz perfectly sums up the essence of the partnership:

"For us Secretbox is an essential pillar of our commercial strategy. With Api & You we know we are supported by a very responsive, attentive team with proven expertise."

— Cécilia Gross, Domaine du Hirtz

🌟 A Partnership that Transforms the Customer Experience

The excellence of Console SecretBox customer service is not measured only in terms of responsiveness or availability. It is a global approach that truly transforms the experience of hospitality professionals, allowing them to focus on their core business while optimising their commercial strategy.

This excellence is characterised by:

• Absolute technical reliability: A solution free of service interruptions that guarantees operational continuity.
• Authentic human relationships: Sincere, constructive exchanges that create genuine professional rapport.
• Sharp sector expertise: An in-depth understanding of the hotel and restaurant professions.
• Strategic vision: One step ahead in analysing the market and consumer behaviour.
• Personalised support: Advice tailored to the history and specificities of each establishment.
• Sincere investment: Teams genuinely invested in their clients' success.

❓ FAQ: Everything about Console SecretBox Customer Service