We want to support you! Customer Support Update (February stats)

May 22, 2018

At Hostaway, we strive to better understand our customers and we want to thank you for all the great feedback and questions that you have sent us via our Support email. You talk to us and we listen! And remember, for the best support, please always email us at support@hostaway.com.

Hostaway Support - Last 30 days Stats

Now, some fun stats! During the month of February, our Support department received over 600 tickets and the average response time was 7 hours. 30% of the tickets were responded within one hour and 39% were dealt with within 8 hours. An additional 25% of those tickets were answered within 8-24 hours. This means that more than 94% of the enquiries received were responded within 24 hours :) Of course, we’re working hard to improve our response times and have a new addition to the Support team: Iskander, who we'll be presenting very soon.

94% of the tickets were opened via email and we’d also like to remind you that the best and fastest way to contact us regarding a question or problem is to email us at support@hostaway.com (or by using the Contact Us button in your dashboard) and we'll as soon as possible.

When you contact us, please make sure you include the following information:

  • Your account email address (unless you're using the dashboard)
  • What you were trying to do
  • What happened, and what did you expect to happen
  • How you were accessing Hostaway: Mobile app or web browser? Which mobile phone? Which operating system and browser? Did you try with another computer/browser before contacting us?

So, how does our Support system work?

When you contact us through our support channels, all of our team members get an instant notification. If you do not hear from us immediately, do not worry, we’ll get back to you as soon as we’re able to. If a serious issue is reported, of course, we’ll work on it with the highest priority and inform you when it’s fixed.

If you send a support ticket to a question answered in the User Guide, we’ll send you a link to that page. Please be aware that if you contact an individual member (for example, one of our Sales Consultants) your request may go unanswered, so please always contact us via the support email. Each of our members receive hundreds of messages a day, and by using our Support email you’ll ensure that you get the fastest response to your query ;)

Did you know about our Support page?

On support.hostaway.com, you can find FAQ's and user guides that helps you get the most out of our platform. You can search for topics and find the information about common questions asked. If you are a new user, we also created a page to help you get started using Hostaway. We’ll keep on improving these pages so they are up-to-date with our latest features and improvements. If you have any feedback or feel something is missing, please email us!

What's coming next?

We'll keep releasing new features and improvements every month, so what out this space and your inbox! We understand you may need support about these updates, and our support team members are trained so you can maximise the most powerful property management system available.

We want to support you and thank you for support too! The Hostaway Team