Start here if an agency manages your properties

This path is only for a property owner whose rental is managed by an agency. It takes you from the invitation to a normal review without presenting the setup intended for agency staff.

Your scope#

The agency decides which properties and related resources you may view. Depending on how it works, you might receive access to your accommodations' operations and their calendar, authorized reservations, shared documents, payouts, invoices, or expenses linked to those properties. You can also report an incident through a ticket without taking on the agency's internal management work.

Your access does not make you an administrator. You do not need to configure channels, pricing, charges, users, subscriptions, or integrations, and you cannot grant yourself access to a property. If an administrative option is absent, you do not need it to complete this path.

Which device to use#

Device acceptance for these Holidario workflows has not yet been verified. Use a computer for first access, reservation review, financial tables, and downloads. Do not rely on a phone to expose the same layout or actions; changing device never bypasses an access restriction.

1. Complete your first access#

1. Create, verify, and recover your own account with the email agreed with the agency. Do not share an account with somebody else.
2. Accept the agency invitation using that exact account.
3. Open the user menu and confirm that the active team has the correct agency name.
4. Open Notifications and confirm that the inbox belongs to that team. An empty inbox can be correct when there has been no activity yet.
5. Ask the agency for the list of properties it expects you to see and the name of one test record already shared with you.
6. Confirm that you can open that record and that no unrelated property appears.

Accepting the invitation only joins you to the team. If the team appears but the properties do not, the agency must still assign your role and authorize the correct resources.

2. Confirm your first successful operation#

Your onboarding is ready when you can:

• enter the correct team with your own account;
• find every property confirmed by the agency and no others;
• open one authorized reservation identified by the agency and verify it with the minimum necessary data;
• open at least one shared document, invoice, or payout that the agency identified as visible; and
• distinguish where to ask a document question and where to report an operational incident, without using another person's credentials or conversation.

If no document or financial close exists yet, ask the agency for a suitable test item. The absence of a future payout does not by itself mean your access is configured incorrectly.

3. Follow this routine#

1. Review Notifications or the section indicated by the agency, and always open the source record before acting.
2. Confirm the team, property, record ID, and period before interpreting amounts or downloading files.
3. To check an accommodation's occupancy, review its operation and the calendar and open the exact stay from there instead of interpreting the month from memory.
4. For a reservation, follow the privacy-minimized review and ignore guest data unrelated to the question.
5. Review the record's status and date. A created payout does not by itself prove that a bank transfer was made.
6. Download only the files you need and keep them on a private device.
7. Ask a document question inside the authorized shared document. For a property or stay problem, create and follow one ticket.
8. If the tenant has enabled the Holidario Assistant, you can ask for “all my payouts in 2025” or “all my accommodation expenses in 2025.” A whole-year request uses one lookup and shows the exact total with numbered pages; you do not need to choose twelve months. It shows only records in the tenant that you are already allowed to view. Naming an accommodation narrows the search further to that authorized accommodation. When Taxes & earnings appears, you may also choose All accommodations or one authorized accommodation and complete From and Through to find payouts in that exact range with both dates included. If results exist, choose Download tax and earnings documents from the actions shown for the complete list; only then does Holidario prepare a confirmation card that can queue one ZIP for every authorized result, not only the visible page. It does not file taxes or create an earnings report.
9. Open the verified card for the record you need. An empty result does not prove that the record does not exist or broaden your access; check the tenant and year before asking the agency.
10. If the agency has enabled the Holidario Assistant's owner calendar blockage action, ask it to request a blockage for one authorized accommodation. Give the first blocked night and the checkout/unblock date. The assistant checks availability before asking for the mandatory reason, then shows a confirmation card.
11. Review and confirm that card only when the accommodation, dates, and reason are correct. The end date is exclusive: July 20 to July 23 covers the nights of July 20, 21, and 22. Confirmation sends a pending request to the agency; it does not create a reservation or block the calendar yet.
12. Return to the original document, ticket, or agency response to check the outcome; do not create a duplicate to attract attention.

On mobile, the Assistant opens in Holidario's full-screen modal: its header and message field stay fixed while only the conversation scrolls. You can type while Holidario creates or restores the session; Send becomes available when the authorized session is ready. If you dismiss the keyboard or move focus away to check an accommodation, date, or amount, tap the ordinary message field again as often as needed and continue the same draft.

States that change what you should do#

• Invitation pending: you have not joined the team yet; sign in with the invited email and accept the link.
• Team visible, properties absent: the invitation is complete, but a role or authorization is missing. The agency must correct it.
• Property visible, record absent: check the period and filters; then ask whether the record exists and was shared.
• Authorized reservation: use only the property, dates, state, source, reference, and exact financial field needed for the agency's question. Do not retain unrelated guest data.
• Shared document: you can open it only when you are an authorized participant. Relating it to a property does not replace that authorization.
• Invoice or payout visible: interpret its status; do not assume that a draft, issue, or record means a charge or transfer occurred.
• Annual Assistant search: a payout or accommodation-expense request that already includes the year should run immediately and show the authorized total in pages. No month is required. If you named an accommodation, the cards must belong to that accommodation; do not accept results from another one.
• Guided payout period: Taxes & earnings appears only when you may read payouts. Keep All accommodations to review the authorized set or choose one of your authorized accommodations; complete both dates, with From and Through included. Holidario runs this lookup directly without sending the name or filters to the model configured through OpenRouter. When matches exist, What do you want to do with this list? shows every collection action currently available to you. Choose Download tax and earnings documents to prepare its confirmation card for the complete authorized list across every page; no action is prepared merely by searching. Confirming queues the ZIP and shows its job UUID; open the payout jobs list, wait for that UUID to finish, then use the three-dot menu to download it. This is not a tax filing or completed earnings report.
• Notification received or empty inbox: a notification is only an alert, and an empty inbox does not prove that a record is missing. Always check the source and active team.
• Ticket open, closed, or denied: follow an open ticket through its conversation. If it is closed or no longer opens, do not duplicate it; ask the agency to confirm its state and your authorization.
• Owner blockage dates unavailable: choose another range. Holidario reports only availability and does not reveal the conflicting booking or calendar event.
• Owner blockage request pending: the agency has not approved it yet, so the dates are not blocked. Do not make plans that depend on the blockage until the agency confirms approval.
• Owner blockage action absent or denied: the agency may not have enabled it, the accommodation may not be authorized to you, or your role may manage the calendar directly. Ask the agency which workflow applies; do not create a reservation as a substitute.
• Another property's information: stop viewing it and notify the agency immediately. Do not download or forward anything.

Recover without making the problem worse#

Before asking for help, confirm the active team, clear the screen and Notifications filters, and reopen the record once. If it is still missing:

• do not create another account, property, invoice, or payout;
• do not recreate a ticket when you do not know whether the first save finished; check the list once first;
• do not use the agency's credentials;
• do not request a broader role than you need; and
• keep the identifier, period, and exact error text, but do not send complete personal documents in a screenshot.

For a financial difference, first ask about the period and included records. For unrelated data, do not continue investigating: it is an access issue that requires immediate escalation.

Who to escalate to#

Contact the agency's designated person first for property, authorization, or amount questions. Use the Holidario support available to the account holder only after the agency confirms that this is a general platform error.

Include your email, team, property, screen, period, approximate time, expected result, and message received. Follow Ask for help with the right information to share evidence without exposing sensitive data.

Your path, in order#

1. Register and accept the invitation.
2. To check your authorized accommodations' occupancy, review the operation and its calendar.
3. When the agency asks about a stay, review only your authorized reservation.
4. If the agency shares files or a conversation, open, reply to, and download from your authorized shared document.
5. When a close exists, understand your payout; when the Holidario Assistant is active, search your authorized payouts or accommodation expenses for a whole year, or choose an exact payout range with Taxes & earnings.
6. When you receive a tax document, view and download an invoice.
7. For a property or stay problem, report and follow one incident.
8. When you need personal-use dates and the agency enabled the action, request an owner calendar blockage through the Holidario Assistant and wait for agency approval.
9. Review notifications and always verify the source record.
10. If something does not match, prepare a safe help request.