Share documents with an authorized property owner

This is the agency-side guide. If an agency manages your property and has shared a document with you, use Open, reply to, and download a shared document instead.

Shared Documents creates a private workspace with a description, participants, conversation and files. An agency-managed owner can open a document only after being explicitly added as a participant and while retaining the relevant read permission.

Relating a property organizes the document. It does not grant access by itself.

Before sharing from the agency#

1. Invite and activate the owner in the team.
2. Authorize only their resources using Authorize an agency-managed property owner.
3. Verify their name and email in the active team.
4. Define the purpose, necessary files, deadline and retention policy.
5. Never mix different owners, properties or reservations in one workspace.

The module belongs to the Agency plan's financial system. Agency administrators and Managers can complete the whole path below with their default permissions.

Front desk path and current picker limitation#

The default Front desk role can create, read, update and delete Shared Documents, is authorized to the team's documents by default, and can work in their conversations and files.

One step is not currently self-service for that role: Add Participant reuses a Company member picker that also requires update-company, while Front desk deliberately has only read-company. Until Holidario has a Shared-Document-specific eligible-member picker, ask an Agency administrator or Manager to add the owner. Do not grant Company update access merely to bypass this limitation. Front desk can then verify or remove an existing participant, add the related context, send messages and work with files.

There is also a current read-only visibility boundary: every authorized reader can see participant and related-object names. Until that privacy decision changes in the product, keep each workspace limited to one owner and one coherent property or reservation context. A read-only owner who sees an unfamiliar name must stop and notify the agency.

Create the workspace and grant access#

1. Open Shared Documents and select Create.
2. Enter a specific title and a description without unnecessary sensitive data.
3. Save and open the document.
4. Under Related Objects, add the correct property, operation or reservation for context.
5. If you are an Agency administrator or Manager, under Participants, select Add Participant. If you are Front desk, ask one of those roles to complete steps 5–7.
6. Search for the owner by name or email and verify they belong to the current team and are active.
7. Select exactly that person and confirm; never substitute a broader Company permission for this delegated step.
8. Return to Participants and confirm the user appears individually, not only through the general Team entry.

Adding the owner grants access to the document and its conversation and generates a notification through their enabled channels. Do not rely only on email: verify the user is listed and ask them to open the document from their own session.

Add messages and files#

1. Open Chat.
2. Enter enough context to identify the document and expected action.
3. Attach up to 10 files per message. Images, PDF, Word, spreadsheets, text, CSV and ZIP are supported; the configured limit is 50 MB per file.
4. Wait for uploads to finish before sending.
5. Open Files and test one item through Download.

Do not use a ZIP to conceal content the owner should not see. Review names, metadata and pages in every file before sharing. Credentials, identity documents and banking data require particular care.

Give the owner the focused instructions#

After verifying access with the owner's own session, send them Open, reply to, and download a shared document. That page covers only the read, reply, attachment, and download actions available to an authorized managed owner; it does not expose the agency setup procedure.

Download all files#

From the list, select visible documents and choose Download All Files. Holidario creates a batch and, when complete, provides a ZIP in the batch files. It includes only attachments you remain authorized to download.

When none of the selected documents contains authorized files, the batch may finish without a downloadable ZIP. The action does not export the description, participants or messages as a PDF.

Remove or correct access#

An Agency administrator, Manager or Front desk user can remove an existing participant who is not the creator. Confirmation revokes their access to the document, conversation and related messages, but cannot retrieve copies already downloaded. The Front desk limitation affects the Company-backed Add Participant picker, not this removal action.

Before removal, verify identity, reason and retention duties. If the wrong person was added, remove them promptly, record the incident under your procedure and assess which files they could access.

Problems and escalation#

• The owner is absent from the selector: verify invitation, active team, enabled status and email. For Front desk, a 403 when opening the picker is the known Company-permission boundary; escalate the participant step instead of requesting broader access.
• The owner receives 403 or cannot see the document: confirm they were added individually and have read-shared-document.
• The related property is missing: check authorization to that property; relating it does not repair permissions.
• A message cannot be sent: the user must be a participant, the conversation must remain available and text cannot exceed 1,000 characters.
• A file is rejected: check its type, size and the 10-attachment maximum; never rename an extension to force it.
• The ZIP has no files: open the Files tab and verify authorized attachments exist before retrying.

For support, provide the document ID, affected user, tab and time; do not attach the confidential file when its name, type and size are enough.