Understanding the distinction between platform-level support and property management is essential for a smooth operation. Because Wander Sites gives you full control as the Merchant of Record, your role in guest support differs from other Wander products.
When to Contact Wander Support
For Sites users, please reach out to the Wander team at support@wander.com for technical or platform-specific issues, such as:
Technical Glitches: Platform or dashboard errors.
Payment & Billing: Issues with payment processing or questions about your Wander subscription.
Integrations: Failures or sync errors between Wander and your Property Management System (PMS).
API Failures: Critical errors like double bookings caused by a PMS sync failure.
When to Contact Your PMS or Property Manager
Because you own the guest relationship on Wander Sites, the following items are the responsibility of your internal team or your PMS provider:
Guest Emergencies: Lockouts, property maintenance, safety concerns, or cleaning issues.
Operations: All on-the-ground property management and scheduling.
Policy Management: Handling cancellations, issuing refunds, and manual calendar adjustments.
Direct Support: All guest-facing communication and inquiries.
Key Context: Wander Sites vs. Other Products
It is important to note where responsibilities lie based on the product you are using:
Feature | Wander Sites | Wander Listed / Operated |
Merchant of Record | Property Manager (You) | Wander |
Guest Support | Property Manager (You) | Wander Concierge |
Financial Liability | Property Manager (You) | Wander |
Platform Tech Support | Wander | Wander |
Summary: For Wander Sites, Wander acts as your technology provider, while you handle the hospitality and payment relationship.