Support & contact

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Why	Know what the support team helps with, how to reach it, and what to expect.
Who	Any user of the system.
What you’ll get	One clear channel of communication and a sense of the boundaries: what you can ask for and what is not promised up front.
Limitations	The channel is one — the form on the website’s Contact page; we make no promises about response times.

The usual launch in HotelsCalendar takes a day or two of working together — and help is not required even for that: you can go through the start on your own. When you do need a person, it matters to know the channel — there is exactly one. This article covers what support helps with, what you can ask for through the form, and what we do not promise up front.

What support helps with

Four things are worth writing to the form about:

Launch and setup. We will walk through the launch together: the property profile, room types and rate plans, prices, sales channels. If you would rather go on your own, the order of steps is in the launch checklist.
Questions about how the system works. “Why did this happen” and “how is this normally done” — describe the situation in the form and we will look into it.
Switching from another system. Data migration is carried out by support together with you — a separate section below.
Access and billing. If something is off with a team member’s permissions, or the question is about payment and subscription — the form again.

How to reach us

The channel is one: the form on the “Contacts” page of the hotelscalendar.com website. Email addresses are not published on the website — a message sent through the form reaches us directly.

Leave your email in the form for the reply and write the two things that cut the back-and-forth:

the property — its name, and for a new connection also the city and the type;
the situation — what happened or what you need; for a migration, which system you are coming from.

What you can ask for

The most common requests through the form:

Connect a new property to the account. There is no “create property” button in the interface: name the property — name, city, type — and we will connect it to your account. How properties live in one account — in Multiple properties in one account.
Enable a feature that is switched on in stages. Some toggles in the settings are rolled out in stages and stay off until they are enabled for your property — write to us and we will tell you when yours turns on.
Sort out a payment question. You can see the subscription status yourself on the “Billing” tab; there are no invoice files in the system, so if a payment needs looking into, describe it in the form: property, date, amount.

Switching from another system

Migrating data from your old system is a joint effort, and the plan is put together by support. Write which system you are switching from and by what date — we will agree on the scope (room inventory, rate plans and prices, bookings for a period) and the cutover date.

There is no Excel template to fill in on your own: there is no file import in the interface at all, so “download and fill it in yourself” is not an option — and it does not need to be, the migration is our job. What arrives by itself, what you should verify on day one and what you set up anew — in Switching from another PMS: what moves over.

Subscription refunds

If you change your mind within the first 7 days after a payment, the payment comes back. Write the property name and the payment date in the form, and we will refund it. Where to see the subscription status and how cancellation works at any time — in Subscription and billing.

What we don’t promise

Two boundaries we would rather state up front:

A specific response time. We do not name a deadline — in hours or days — for when the reply arrives: no specific response time is promised, neither in the system nor in this article.
No chat in the system. There is no way to ask a question straight from the PMS interface: the channel is one, the form on the “Contacts” page. There is no built-in messaging with support in the system.

The promise we do keep: help is not required. Launch, rate plans, prices and channels can all be set up on your own — support is there when you decide to call on it.