Overview
Our team do not work on dedicated accounts; instead, they are collectively responsible for efficiently resolving any incoming guest tickets or inquiries, regardless of which partner or property they relate to.
Because of this shared model, and due to platform limitations and the real-time flow of data from our partners’ systems, Tailwind’s guest support operations are designed to be reactive rather than proactive in specific scenarios.
Example: Door Code Delay in Same-Day Reservations
What Tailwind Can Do (Reactive):
When a guest reaches out via phone call, text message, or email stating they haven’t received their door code:
Collect the guest’s full name to locate their reservation.
Access the reservation using the property management system (PMS) used by the partner.
Navigate to the reservation’s general information section to locate the door lock code, which is typically synced from property management system or other sofware
Assist the guest by either:
Sharing the code directly through their preferred communication method (text or email), or
Re-sending the appropriate automated emails from the guest communication tools integrated within the PMS.
What Tailwind Can’t Do (Proactive):
Proactively message guests about potential issues. Our team is not alerted in advance when there are missing codes, delayed syncs, or untriggered automated emails. We only become aware once the guest contacts us and the ticket enters our inbox.
Override partner systems. Tailwind does not have the ability to bypass or modify how PMS platforms, smart locks, or automated messaging tools function. We can only work within the data and tools available once the reservation and related information are properly synced.