Communication with your guests is a large part of what we do for you. There are a few different ways in which we communicate with your guests on your behalf:
The primary way we communicate with your guests is through the marketplace message feed. Our system allows us to see all incoming messages that your guest sends to you, which we can then respond to.
You will be able to see all communication between us and your guest, which is why we prefer to communicate via this method.
You can respond to your guests on your own, however please note that we cannot see messages you send to them. As such, your guest may get a response from you and then a response from us later, answering the same question.
We do have a function in our system that allows a guest to mark a message as urgent if they need help quickly. This will bump their message higher in our inbox than message not marked as urgent. We do ask guests that they only use this for questions that are in fact actually time-sensitive.
All messages that come in are answered in the other they're received, with the exception of the urgent function mentioned above. We do our best to answer all questions within just a few hours, 24 hours a day, however responses can take up to 24 hours for us to respond to.
If a guest is at an airport and has questions or issues regarding picking up or dropping off their vehicle, they can call the parking facility directly. The phone number for each facility we're at can be found on their website.
Any other urgent issues, we urge guests to contact marketplace support directly. For instance, all emergency issues that may require roadside assistance or a tow should go directly through the marketplace roadside assistance phone number.
For more information about how emails and phone numbers work, visit this article: How Emails & Phone Numbers Work