As the Curator of a Buenro group, you're the main point of contact for any issues — from disagreements between guests to damage reports. While Buenro Support is always available, the first response typically comes from you.
1. Identifying a Group Dispute
A group dispute might include:
Arguments between group members
Guest not respecting house rules
Unexpected group dynamics (e.g. uninvited +1s, miscommunication about payments)
Your role:
Calmly mediate the situation
Use the Group Chat for clarification and updates
Encourage respectful communication between guests
Escalate to Buenro support if it cannot be resolved internally
Buenro does not intervene in personal disputes unless there is a breach of terms, harassment, or a safety concern.
2. Reporting Property Damage
If any damage occurs during your group’s stay:
Your responsibilities as Curator:
Notify the Property Manager/Host as soon as possible via the app or the contact method provided
Document the issue (e.g. photos, notes on what happened)
Inform the rest of the group through the app
Submit a report to Buenro Support
In many cases, Property Managers may charge fees for damages. If they do:
Buenro may coordinate payment with the Curator, or divide costs among guests if appropriate
Your group will be notified of next steps
3. What Buenro Can Help With
Buenro’s support team can assist with:
Mediation and case documentation
Reviewing timelines and group chat history
Coordinating with the Host/Property Manager if they’re unresponsive
Enforcing policy where rules or terms were violated
Contact via:
In-app Help tab (recommended) or email at support@buenro.intercom-mail.com
4. Preventative Tips
Set expectations in the Group Chat before check-in
Share the house rules early and make sure everyone reads them
Confirm who is bringing a +1 and make sure they’ve agreed to house rules and booking terms
Ensure all guests have check-in instructions, property access info, and support contacts
Contact the Host/Property Manager before your trip to confirm key details and establish the best way to reach them during your stay.
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Need urgent help with a group issue? Use the Help tab in the app to message Buenro Support directly.