Help us help you! Check our tips to speed up your support experience.
🧩 The more details you share, the faster we can help.
Please include, when applicable:
- Reservation ID
-
Property ID (instead of the property title)
- A description of what’s incorrect and what it should be
-
Screenshots of the issue on sales channels
- Any error messages you've received
- (Optional) A screen recording showing the issue in action
✉️ No need to be formal, we know your time is valuable!
Short, clear messages work perfectly, like:
- “List property MAPRO ID 9999 in all channels.”
- “Booking #999999 should show a total of $2000.00; see the breakdown from the channel in the attached image.”
- “I’m trying to access this page (insert link), and I get this error: (insert screenshot/message)”
- “I’d like the message below to be sent to VRBO guests 24 hours before check-in.”
👀 Keep an eye on our replies.
Sometimes, we’ll need you to take action or give more information before we can move forward.
For example, if a required field is missing in your property registration, we can’t list it until you complete it.
⏰ Be mindful of our working hours.
Our agents are available Monday to Friday, from 9:30 AM to 5:30 PM (UTC-3)*
If you open a ticket out of our working hours, or just a few minutes before we clock out, we won't be able to resolve it right away. But don't worry: we’ll prioritize it the next business day!
* Working hours may vary on holidays.
🛑 There are a few rules we must follow.
These guidelines help protect both your business and our team, so we appreciate your understanding!
Regarding MAPRO, we're not allowed to:
- Message guests or homeowners
- Charge credit cards
- Configure prices
- Edit the content of your rental agreement
- Process payments
- Edit bookings
When it comes to our partners' software, there are also a few things to keep in mind:
-
We can’t make changes to your accounts, even if you provide access or permission
- All agreements are strictly between your company and our partners, and we don't receive any details. Please keep all onboarding emails and contracts for reference
- We'll share everything we know about partners’ tools, but in some cases, you’ll need to contact their support directly
- If a partner requests that you reach out, we're not allowed to do it on your behalf
🤔 Still have questions?
Ask us anything about MAPRO, request guidance on features you're unfamiliar with, or ask us to review your current configurations if you’re unsure.
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🔗 Reaching Out to the MAPRO Support Team
