Guest Messaging
Your guest portal includes a Messages page that connects you with your host and concierge team. Whether you need to ask about check-in, get a restaurant recommendation, or report a problem during your stay, it all happens in one conversation.
Overview
Messaging is built into your portal, so you never need to hunt for a phone number or email address. Your conversation stays in one thread for the whole trip, from your first question weeks before arrival to your last message after checkout.
Sending a Message
To send a message:
- Tap Messages in the navigation (the bottom bar on a phone, the header on a computer).
- Type in the Type a message box at the bottom.
- Tap the send button, or press Enter.
Your message appears in the conversation straight away. Replies from your host or concierge appear in the same thread, with the sender's name and the time. Until you send your first message, the page shows "No messages yet. Send a message to your host. Replies appear here."
New Replies
You don't need to reload the page. While Messages is open, the portal checks for new replies every few seconds and adds them to the thread.
To get an email when your host writes to you, keep Messages from Host switched on in Account Settings (tap your initials in the top-right corner, then Account Settings, then Notification Preferences).
Message History
Your full conversation is kept. Scroll up to see earlier messages. Messages from today show the time. Older messages show the date and time.
Your conversation stays available after checkout, so you can look back at recommendations or details your host shared during your stay.
Sending Photos and Documents
Messages in the portal are text only. To share a photo of a problem or a document such as a flight itinerary, describe it in your message and ask your host how they would like to receive it. To share flight details, use the Travel details page instead (see Sharing your travel details).
When to Message vs. When to Call
Messaging is right for most things, but some situations call for a phone call:
| Situation | Recommended Channel |
|---|---|
| General questions about the villa | Message |
| Restaurant or activity recommendations | Message |
| Coordinating arrival time | Message, or share your travel details |
| Requesting a service or experience | Message, or use Trip Services |
| Non-urgent maintenance issue | Message |
| Urgent safety concern | Call the emergency number in your Villa Guide |
| Medical emergency | Call 911 |
| Immediate security issue | Call the property security number in your Villa Guide |
For anything urgent, call the numbers in the Emergency Contacts section of your Villa Guide. You can also find them under Help & Support in the menu behind your initials.
Response Times
Your concierge team answers during business hours, which vary by property. Messages sent overnight are usually answered the next morning. If your message is urgent, for example you are arriving in an hour and can't find the lockbox, say so in the message, or call.
Tips for Effective Communication
- Be specific. Instead of "something is broken," say "the air conditioning remote in the master bedroom is not responding." The more detail you give, the faster the team can help.
- Include dates and times. When asking about activities or services, mention your preferred dates so the concierge can check availability right away.
- Write in your own language. The concierge team in Costa Rica typically speaks English and Spanish.
Key Concepts
- Conversation thread. All your messages with your host and concierge team live in one thread.
- Messages from Host. The notification setting in Account Settings that emails you when your host writes.
Common Questions
Can I message before my check-in date? Yes. You can message as soon as you can sign in to your portal. It's a good time to ask about directions, grocery pre-stocking, or airport transfers.
Is my conversation private? Your messages are visible only to the guests on your booking who can sign in to the portal and the property management team handling your booking. They are not shared with other guests or third parties.
Can I message after checkout? Yes. Your conversation stays open after your stay, for example to ask about a lost item or to thank your host.
What if I do not get a reply? Send a follow-up message. For urgent matters, call the phone numbers in your Villa Guide.
Can multiple people in my group send messages? A co-host on your booking has full portal access, including Messages. Other companions don't. See Travel Party and Co-Hosts.
Do I need to install an app? No. Messaging works in your web browser, on your phone, tablet, or computer.
Related
- Guest Portal Guide -- Full overview of your guest portal and how to access it.
- Arrival Info & Directions -- Check-in times, directions, and your villa guide with emergency contacts.
- Trip Services -- Browse and request activities, transfers, and experiences.