Report an incident as a managed property owner

Use a ticket when the agency needs to investigate and follow an incident at a property it manages for you. This path is for reporting and adding context; it does not grant access to reassign, edit, or close the agency's work.

For an immediate risk to people, guests, or property, contact the agency through the agreed urgent channel first. Record the necessary context in Holidario afterwards: creating a ticket does not guarantee that somebody sees it in real time.

Before creating the ticket#

Confirm that you are in the correct team and check whether a ticket already exists for the same problem. Gather only the information needed:

• the affected property or stay;
• what you observed and when;
• the current impact and genuine urgency;
• any temporary measure already taken;
• a photograph or document that helps verify the case, without unnecessary personal data.

Do not copy access codes, guest documents, bank details, or private conversations into a general ticket.

Report the incident#

1. Open Tickets and select Create.
2. Enter a Subject that identifies the problem without personal data.
3. Describe the facts, impact, and next decision required. Separate what you observed from your interpretation.
4. Choose a category offered to your account: Guest Support, Listings, or Maintenance. Managed property owners do not have the Systems & integrations category.
5. Select the genuine priority and leave the state as Open.
6. Choose one of the people offered under Assigned to. The list is limited to valid operational and account-level contacts.
7. Add a due date only when a known commitment exists.
8. Link the authorized reservation or rental operation that corresponds to the case.
9. Review the details and save once.

If the reservation or operation is missing, do not link a different one to get past the form. You may lack authorization for that resource or be in another active team; send the agency the property, a safe reference, and the time so it can investigate.

Verify and follow the case#

After saving, open Ticket Details and confirm the subject, category, priority, assignee, and related object. The created ticket should be authorized for you and display its conversation.

You can add a clarification or evidence under Chat while the ticket allows it. If an initial detail is wrong and your account does not show Edit, explain the correction in the conversation; do not create a duplicate. The agency controls reassignment, content changes, and state progression.

A sent message is not a resolution. Check the state on the original ticket and answer questions there to preserve one traceable record.

If something does not work#

• Tickets or Create is missing: confirm the team and plan with the agency; do not borrow an administrator account.
• No assignee is available: ask the agency to review active members, roles, and positions; do not choose somebody unrelated to the case.
• You cannot reopen the ticket: your authorization or active team may have changed. Give the agency the identifier and time without requesting general access.
• A file does not finish uploading: keep the original, reload, check what arrived, and retry once.
• This is a Holidario failure rather than an operational incident: prepare a request using Ask for help with the right information.

The correct result is one ticket visible to you and the agency's responsible person, with enough context and no information unrelated to the problem.