FAQ

Leads

How do I view the reservation linked to a lead?

Open the detail page of a closed-won lead. The page shows related reservation information. Click the reservation link to go to the reservation detail page.

How do I handle transferred leads?

Open the Transferred Leads tab to view all transferred leads. On the lead detail page, click Claim Lead to start follow-up.

Can a closed lead be reopened?

No. Closed leads cannot be reactivated. If the customer is interested again, create a new lead.

How do I view property tour records?

1. View them under Follow-up Records on the lead detail page.
2. View them in Marketing → Appointment Calendar.

CMS

What if the display does not update after replacing an image?

Try the following:

• Wait a moment; system sync may take some time
• Check whether the display has a normal network connection
• Refresh the display browser or player

Email templates

How does the system select and send email templates to users?

The system checks whether a template exists for the user's preferred language:

• No → use the default template
• If a property-specific default exists → use the property-specific default
• Otherwise → use the global default
• Yes → check whether a property-specific template exists for that language
• Yes → use the property-specific template
• No → use the global template

Community events

Why can't I see the option to publish an event?

Your profile information is incomplete. To complete it, go to Me → tap your avatar to open Personal Info → tap Edit and update your profile.

How do I view events I created?

Go to Me → My Events to view all events you created. If an event is approved and not yet ended, you can also view it on the App home page or Community page.

Why can't I join an event?

Possible reasons:

1. The event is limited to residents only
2. The event is full
3. Your profile information is incomplete

Can I still view ended events?

Yes. Go to Community → All Events → Past to view historical events.

Property closure

How do I stop selling hotel inventory for specific dates?

On CRS → Availability Management, turn off hotel-level availability for the corresponding dates. See Availability.

How do I stop hotel sales (hide the property from the consumer hotel booking list)?

On CMS → Hotel Content, turn off hotel visibility. See Hotel Content Management.

How do I stop hotel sales and hide the property from the long-stay tour booking page?

On CMS → Property Content, turn off property visibility. See Property Content.

How do I stop receiving property-related email alerts (e.g. DRR reports, alerts)?

1. Report emails: remove your email under Finance → Property Settings → Report Recipients.
2. Alert emails: contact the Digital team.

How do I hide property entry points and home pages on the website, Guest App, and mini program?

This includes website top navigation, footer links, home page property list, mini program home page, and Guest App home property dropdown. Contact the Digital team (release changes are required).

After a property closes, how do I handle work orders?

1. Existing work orders: close manually or ask the Digital team to batch-close them.
2. Recurring work orders: ask the Digital team to disable auto-generation.

After a property closes, how do I handle open leads?

Close them manually.