Guest Messaging
Your guest portal includes a real-time messaging feature that connects you directly with your host and concierge team. Whether you need to ask about check-in, request a restaurant recommendation, or report a maintenance issue during your stay, everything happens in one conversation thread.
Overview
Messaging is built into your portal so you never need to hunt for a phone number or email address. Your conversation history is preserved for the entire trip -- from your first question weeks before arrival through your last message after checkout. The concierge team monitors messages during business hours and responds quickly, often within minutes.
Sending a Message
To start or continue a conversation:
- Tap Messages from your dashboard or bottom navigation bar.
- Type your message in the text field at the bottom of the screen.
- Tap the Send button (or press Enter on desktop).
Your message appears in the conversation immediately. When your host or concierge replies, their message appears in the same thread with a timestamp.
[Screenshot: Messaging interface showing a conversation between guest and concierge with timestamps]
Real-Time Chat
Messages are delivered in real time -- you do not need to refresh the page to see new replies. When the concierge team is actively responding, you will see a typing indicator so you know a reply is on its way.
The messaging interface works like a modern chat app:
- Instant delivery -- messages appear on both sides the moment they are sent.
- Typing indicators -- you can see when your host is composing a reply.
- Read status -- blue checkmarks confirm your message has been seen.
- Timestamps -- every message shows when it was sent, with date separators for multi-day conversations.
Message History
Your full conversation history is preserved and accessible at any time. Scroll up to review earlier messages -- whether you asked about parking three weeks ago or discussed dinner reservations yesterday, everything is in one place.
Message history remains available after checkout, so you can reference past conversations for receipts, recommendations, or contact information your host shared during your stay.
Sending Photos and Attachments
You can share photos and files with your host directly through the messaging interface:
- Tap the attachment icon (paperclip) next to the message input field.
- Select a photo from your camera roll or a file from your device.
- Add an optional caption or message.
- Tap Send.
Common reasons to share photos:
- Before arrival -- share your flight itinerary or passport photo for pre-registration.
- During your stay -- report a maintenance issue (leaky faucet, broken screen) with a photo so the team knows exactly what to fix.
- Just because -- share a sunset photo from the villa terrace with your host. They love seeing guests enjoy the property.
Supported file types include images (JPG, PNG), PDFs, and common document formats. Maximum file size is 10 MB per attachment.
[Screenshot: Messaging interface showing a shared photo of a maintenance issue with host reply]
When to Message vs. When to Call
The messaging feature is ideal for most communication, but some situations call for a phone call instead:
| Situation | Recommended Channel |
|---|---|
| General questions about the villa | Message |
| Restaurant or activity recommendations | Message |
| Coordinating arrival time | Message |
| Requesting a service or experience | Message (or use Plan Your Stay) |
| Non-urgent maintenance issue | Message with a photo |
| 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 or time-sensitive where you need an immediate response, call the numbers listed in the Emergency Contacts section of your Villa Guide. Messaging is monitored during business hours but a call ensures instant attention.
Response Time Expectations
Your concierge team is available during business hours -- typically 8:00 AM to 6:00 PM Costa Rica time (GMT-6), though exact hours may vary by property.
| Time of Message | Expected Response |
|---|---|
| During business hours | Within 15--30 minutes, often faster |
| Evening (6:00 PM -- 10:00 PM) | Within 1--2 hours, if monitored |
| Overnight | Next morning when the team comes online |
| Weekends and holidays | Response times may be slightly longer |
If your message is time-sensitive -- for example, you are arriving in an hour and cannot find the lockbox -- mention the urgency in your message. The team prioritizes accordingly.
Notification Preferences
You can choose how you are notified about new messages from your host:
- Email notifications -- receive an email when you have unread messages. Useful if you are not actively checking the portal.
- Browser notifications -- if you allow notifications in your browser, you will receive a pop-up when a new message arrives.
To adjust your notification preferences, open Account Settings from the user menu (tap your avatar in the top-right corner). Toggle email notifications on or off under the Notifications section.
An unread message badge also appears on the Messages icon in your navigation bar so you can see at a glance whether there is something new.
[Screenshot: Account settings showing notification toggle for message alerts]
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 provide, 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.
- Use photos. A picture of a maintenance issue, a screenshot of a flight itinerary, or a photo of a menu item you would like the chef to prepare -- visuals speed up communication.
- Message in any language. The portal supports multiple languages and the concierge team in Costa Rica typically speaks English and Spanish.
Key Concepts
- Conversation thread -- All your messages with the host and concierge team live in a single thread. No separate email chains or WhatsApp groups to manage.
- Typing indicator -- A visual cue that the other person is actively writing a reply.
- Read receipts -- Blue checkmarks confirming your message was seen by the concierge team.
- Unread badge -- A notification count on the Messages icon showing how many new messages you have.
Common Questions
Can I message before my check-in date? Yes. You can start messaging as soon as your booking is confirmed. This is a great time to ask about directions, grocery pre-stocking, or airport transfers.
Is my conversation private? Your messages are visible only to you 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 thread remains accessible after your stay ends. You can send follow-up messages -- for example, to ask about a lost item or to thank your host.
What if I do not get a reply? If you have not received a response within the expected timeframe, send a follow-up message. For urgent matters, always call the phone numbers listed in your Villa Guide.
Can multiple people in my group send messages? The messaging feature is tied to the primary booking holder's portal. If other members of your group need to communicate with the host, they can send messages through your portal or contact the property directly using the phone number in the Villa Guide.
Do I need to install an app? No. Messaging works entirely in your web browser -- on your phone, tablet, or desktop. No app download required.
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.