Trust and support
Ask for help with the right information
Distinguish between access, operational, and provider issues, and share evidence without exposing sensitive data.
For
- I manage my own rentals
- I own or administer an agency
- I manage operations
- I work at the front desk
- An agency manages my properties
- I work on the cleaning team
- I am an external cleaning provider
- I am an external maintenance provider
Available on
- Owner
- Agency
On this page
A complete request shortens diagnosis time and avoids unnecessary requests for access.
Who to notify first#
Send each problem to the right owner
- Access Agency administrator Missing role, property, member, module, or authorization is reviewed inside the account first.
- Operations Manager or coordinator Priority, shift, work scope, or managed-property information needs an operational decision.
- Product Holidario Support Reproducible error, discrepancy, or external connection goes to [email protected].
- Privacy Stop and escalate as Critical If you see another team’s data, stop viewing it, notify administration, and contact Support immediately.
Minimum safe evidence
Include goal, screen, identifier, time, expected/observed result, and exact error in one thread; never passwords, codes, cards, or documents.
- A role, property, or module is missing: your agency administrator.
- Work priority, shift, or scope: your manager or operations lead.
- Information about a managed property: the contact designated by the agency.
- A general Holidario error or external connection issue: write to [email protected].
- Possible access to someone else's data: stop viewing it, notify the administrator immediately, and write to
[email protected]with Critical at the start of the subject.
Include#
- what you were trying to achieve;
- the screen or section;
- the affected property, reservation, task, or ticket identifier whenever possible;
- the approximate time;
- the expected result and what actually happened;
- the exact error text;
- a cropped and anonymized screenshot if it provides useful information.
Use one thread per issue. The support channel and expectations policy explains what is public and what depends on the contract.
Do not include#
Passwords, verification codes, access keys, complete banking details, identity documents, guest exports, or provider tokens. Neither Holidario nor your agency needs your password to investigate an issue.