Communicating with our 24/7 team is now easier and more efficient! We've updated the notes section to a centralized message center for clearer communication, making it easier to read, respond to, and update messages. You can even resolve an issue and review how our 24/7 team handled it.
📌 What’s New
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Transformed the old notes section into a unified Message Center
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Clear icons to highlight unread messages and stay history updates
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Structured threads for sending, updating, replying to, resolving, and reopening messages
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Ability to review how our team handled resolved issues
To learn more, read on!
🛏️ Stay History
Access the Stay History tab in the Message Center to see every step of your reservation, such as:
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Stay created
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Reservation confirmed
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Check‑in completed
Pro tip: Always review Stay History before reaching out—your question may already be answered!
✉️ Send a New Message
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Click Message 24/7 Team or New Message
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Choose a Primary and (if applicable) Secondary or Tertiary message type
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Type your message in the text box
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Click Create Message
Note: The old Contact 24/7 Team button has been replaced by Message 24/7 Team.
🔄 Update an Existing Message
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Locate your message in the thread
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Click Update Message
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Enter your additional information in the new text box
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Click Update
Your update will appear labeled as "Updated" in the thread.
↩️ Reply to a Message
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Find the latest reply from our 24/7 team
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Click Reply below their response
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Enter your follow-up question or comment
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Click Send
Replies are marked as "Reply" in the conversation timeline.
✅ Resolve a Problem
Once your issue is handled:
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Click My problem was resolved
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This notifies our team that no further action is needed
Our team will then confirm the resolution and move the thread to the Resolved state.
🔄 Reopen a Problem
If your issue resurfaces:
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Click Change to Open on the resolved thread
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Use the Reply button to continue the conversation
Your thread returns to the Open state, and our team will jump back in.
📝 Review a Resolved Problem
After we confirm the issue has been resolved, you can:
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Click Review Us on the resolved thread
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Review how our 24/7 team handled the issue
We take your feedback seriously and use that to improve our operations.