FAQ

ESG and points

Guest reports not receiving utility points today?

Utility points are not awarded every day. Points are earned only when the user's personal water/electricity usage is below the community average.

Guest reports unable to redeem a reward?

Confirm whether the guest has claimed the reward. Redemption requires claiming first; meeting the point threshold without tapping Claim does not allow redemption.

Why is the reward Use button disabled during redemption?

Usually one of the following:

• Reward expired: past the valid use period.
• Reward already redeemed: redemption is complete and cannot be reused.

Can redemption be cancelled?

Yes.

1. Go to Console → User Detail → ESG Rewards → Redemption History.
2. Find the reward, click more options (three dots) → Cancel and confirm.

Login

Contact info ≠ login method

Contact info and login methods are separate. User detail shows Contact Info and Login Methods modules separately; do not mix them.

What if one-tap login is not shown?

Troubleshoot as follows:

1. Confirm the guest's phone number is from a mainland China carrier (Mobile, Unicom, Telecom).
2. If yes, ask the guest to turn off Wi-Fi, then close and restart the App.

If that fails, guide the guest to SMS or email login.

What if the user does not receive SMS verification codes?

First check Console → Settings → SMS Send Log to confirm the SMS was sent successfully.

If sent successfully, confirm with the guest:

1. Wrong phone number: verify country code and number.
2. SMS blocked: check spam/security filters and blocked message logs.

If none of the above, ask the guest to request a new code or use email login or one-tap login.

If the SMS send log shows failure, escalate to the Digital team.

How do I change login methods?

1. Log in to the App with the original login method.
2. Go to Me → Settings.
3. Tap Login Methods.
4. Update or add login methods and complete verification. Optionally sync contact info.

If contact info and login methods differ, search users by contact info.

Original phone/email unavailable and cannot log in to the App?

1. Open the user detail page in Console.
2. Go to the Guest App tab.
3. Tap Reset.

The system clears existing login methods and restores temporary login. Have the guest log in with temporary credentials and add a new phone or email.

Email login: Guest App works, management App does not

Cause: logging into Guest App directly with email creates a new account without staff permissions.

Fix: add email login to the staff account.

How do I add email login?

Guest App Me → Settings (top-right) → Login Methods → Email Login; add email and complete verification.

The settings login methods page allows adding or updating email login.

Email already in use?

1. In Console, find the account bound to that email and tap Reset on login methods.
2. Log into the staff account in Guest App and add email login.

After reset, the account gets temporary login automatically; all other login methods are cleared.

Can I use the App without logging in?

Yes. After launch you can browse the home page in guest mode. Guests can view home recommendations, support FAQs, and make bookings.

Renewal

Self-renewal failure scenarios

If the room type has no inventory on any date in the renewal period, or the room is occupied by another reservation, self-renewal fails. The page shows insufficient inventory or room unavailable.

Self check-in

Self check-in blocked (minor or multiple reservations)?

Cause: the operator is a minor, or there are multiple hotel arrivals due today.

Fix: front desk completes Check-in in Console.

Find reservation matches none or many?

Cause: name / dates / hotel mismatch, or multiple hits for the same criteria.

Fix: verify legal full name from ID and stay dates, then retry; if still none or many, front desk binds and checks in. See Self check-in.

Self check-in shows authorization failed?

Cause: automatic check-in or lock authorization failed.

Fix: front desk verifies room status and lock on the reservation, then finishes Check-in and grants room access; if the lock is offline, issue a temporary password first.

Sublet

Why can't a guest use sublet?

• Only the primary occupant of an in-stay long-stay reservation can create, edit, cancel, or start sublets.
• Others may see entry points but cannot open My Sublets.

Guest cannot select target dates (grayed out) when creating a sublet?

• Grayed dates are outside the current active contract range. Selectable range: day after today through current active contract end date.
• If the date is within a renewal contract range, wait until the renewal contract is active before creating a sublet.

Guest wants a sublet starting today?

• Guests cannot start a sublet on the same day.
• Staff can create it in Console if needed.

Guest selected May 1–2 sublet period but cannot confirm?

• Guests cannot create a 1-day sublet; minimum is 2 days.
• Staff can create it in Console if needed.

Guest shortened or cancelled a sublet and got a failure message?

• Failure means the room is assigned to another reservation or room type inventory is insufficient; guest cannot proceed independently.
• Staff can shorten or cancel in Console if needed.

See Sublet (Console) and Sublet (Guest App).

Community

Why can't a guest see community content?

1. Confirm the guest is logged in.
2. Confirm the guest is a current or former resident (never-checked-in guests cannot view community content).

Why can't a guest post/like/comment on Buzz and events?

The guest's profile is incomplete. Complete profile information to use all community features.

Path: Me → tap avatar → Edit, then complete the prompts.

Support

How does a guest contact the front desk?

1. Live Chat on the support page: tap to open messages and send directly to the front desk.
2. Phone: Me → Settings → About, tap the phone number to call.

Room fault or feedback — what should the guest do?

1. Contact the front desk using the methods above.
2. On the support page, tap Maintenance or Feedback to submit a work order.