1. Understanding Your Role
Contact access depends on your role:
Curator – You are the main point of contact for the Property Manager (PM) or Host (and guests/+1s).
Guest (paid participant) – Your Curator is your first point of contact.
+1 Guest (joined for free) – Please speak to the guest who added you or the Curator directly.
2. Curator: Check Your Confirmation Email
If you’re the Curator, you’ll receive a confirmation email directly from the PM firm after your booking is confirmed. This usually includes:
Host or PM contact information
Property access instructions
Check-in time and rules
Note: The timing and structure of this email varies. Some PMs send access and contact info a few days before check-in, others only share it on the day of arrival. In some cases, an additional email with host details may arrive on the day of check-in.
Your responsibilities as Curator:
Locate the confirmation email
Share key information with the group as needed
Contact the host or PM firm directly if something’s unclear before arrival
Tip: If you don’t see the email, check your spam/promotions folder
3. Guests and +1s: What to Do
If you’re not the Curator, you won’t receive the host’s contact details directly.
Your responsibilities as a Guest or +1:
Use the Group Chat to ask the Curator for any info you need
Respect that communication with the host or PM firm should go through the Curator
Contact Buenro Support if you cannot reach the Curator or there’s a serious issue
Reminder: All guests receive a confirmation email from Buenro. However, only the Curator receives host or Property Manager contact details. If you need more information, please check with the Curator directly.
4. Can’t Find the Confirmation Email?
If you’re the Curator and can’t find the email:
Double-check the inbox of the email address you used for booking
Try searching for the your spam/promotions folders
Contact the Curator of the reservation
If still missing, contact Buenro Support via the Help tab in the app or email support@buenro.intercom-mail.com
Buenro Support can’t view your PM’s communication directly, but we’ll do our best to trace or escalate the issue.
5. What Buenro Can Help With
Buenro’s support team can assist with:
Confirming if the Curator has received host or PM contact info
Following up with the PM firm if there's no response
Mediation and documentation in case of urgent issues
Reviewing messages and group chat history as part of a case
You can reach us anytime via the Help tab in the app or email (Please forward communication received PH where relevant).
6. Preventative Tips
Curators should check their email regularly leading up to check-in
When contact info arrives, share it with the group
Discuss house rules and arrival logistics in the group chat
Contact the PM firm before arrival to confirm details like key pickup, parking, or special needs
If needed, forward PM emails to Support as part of any case submission