Guest Contact Policy

    Effective Date: February 6, 2025

    1. Policy Overview

    This Guest Contact Policy outlines the requirements and responsibilities for designated Guest Contacts for properties listed on the HelotStays platform. Every property must have a qualified Guest Contact to ensure guest safety, satisfaction, and compliance with HelotStays' standards.

    IMPORTANT: HelotStays does NOT act as the on-the-ground Guest Contact. Each property must have a designated Guest Contact provided by the property owner.

    2. What is a Guest Contact?

    A Guest Contact is an individual designated by the property owner who is responsible for responding to guest needs, handling emergencies, and resolving on-site issues during guest stays. The Guest Contact serves as the primary point of contact for guests requiring assistance at the property.

    3. Guest Contact Requirements

    The designated Guest Contact must:

    Availability

    • Be available 24 hours a day, 7 days a week during all active guest stays.
    • Be reachable by phone, text message, or messaging app.
    • Respond to guest inquiries within 2 hours during an active stay.
    • Respond to urgent matters or emergencies immediately.

    Proximity

    • Be physically accessible to the property location.
    • Be able to reach the property within a reasonable time for in-person issues.
    • Have access to the property and any necessary keys or codes.

    Capabilities

    • Speak the primary language of guests or have access to translation services.
    • Have authority to make decisions regarding guest issues and minor repairs.
    • Have access to emergency contacts (plumber, electrician, locksmith, etc.).
    • Know the property layout, systems, and emergency procedures.

    4. Guest Contact Responsibilities

    The Guest Contact is responsible for:

    • Check-In Assistance: Ensuring smooth guest arrivals and addressing access issues.
    • Emergency Response: Responding to emergencies including lockouts, utility failures, security concerns, and medical situations.
    • Issue Resolution: Addressing guest complaints, maintenance issues, and property concerns.
    • Safety Matters: Handling safety-related issues and ensuring guest safety.
    • Communication: Keeping guests informed and comfortable during their stay.
    • Check-Out Coordination: Managing guest departures and initial property inspections.
    • Vendor Coordination: Meeting service providers (cleaners, repair technicians) as needed.

    5. Owner Obligations

    Property owners are responsible for:

    • Designating a qualified Guest Contact before listing the property.
    • Providing Guest Contact information to HelotStays.
    • Ensuring the Guest Contact meets all requirements in this policy.
    • Maintaining backup Guest Contact coverage during absences or vacations.
    • Promptly notifying HelotStays of any changes to Guest Contact information.
    • Ensuring the Guest Contact has necessary resources and authority to assist guests.

    6. Backup Guest Contact

    Owners should designate a backup Guest Contact to provide coverage when the primary Guest Contact is unavailable. The backup must meet the same requirements as the primary Guest Contact. If a backup is not available, owners must notify HelotStays to discuss temporary coverage options.

    7. What HelotStays Does

    While HelotStays does not act as the on-the-ground Guest Contact, we do provide:

    • Pre-arrival and booking-related guest communications.
    • Coordination between guests and Guest Contacts when necessary.
    • Escalation support for complex issues.
    • Post-stay communication and review management.
    • Guidance and best practices for Guest Contacts.

    8. Consequences of Non-Compliance

    Failure to maintain a qualified Guest Contact may result in:

    • Listing Suspension: Temporary removal of the listing from the Platform.
    • Booking Cancellation: Cancellation of upcoming bookings with potential penalties.
    • Financial Liability: Owner responsibility for guest refunds, relocations, or damages resulting from Guest Contact failures.
    • Termination: Permanent removal from the Platform for repeated violations.

    9. Guest Instructions

    Guests should contact the designated Guest Contact for:

    • Check-in issues or access problems
    • Property emergencies (water leaks, power outages, security concerns)
    • Maintenance issues during their stay
    • Questions about property amenities or local area
    • Any urgent matters requiring immediate attention

    For booking-related questions, payment issues, or disputes, guests should contact HelotStays through the Platform.

    10. Contact Information

    Guest Contact information is provided in booking confirmations. For questions about this policy, please contact us through the contact form on our website.