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Getting started

When something is wrong, what to send us

Four things turn a support call into a fix: the hotel ID, the screen, the exact sentence and the time.

Almost every message we get says "it is not working". Four things make it answerable, and all four are on your screen at the time:

  1. The hotel ID you signed in with, and the hotel name in the header if the group has several.
  2. Which screen — Calendar, Operations → Night audit, Restaurant POS, and so on.
  3. The exact sentence the system refused with, copied rather than described. This system says "Cannot amend: minimum stay is 2 nights" and "That room is already occupied for those dates" — those are different problems with the same summary, "it will not let me book".
  4. When, roughly, and who was signed in. Everything is logged against the login that did it.

If a sentence sent you here and it is not explained anywhere in this manual, use the Not helpful button at the foot of the page or search for it and press Enter. A search that finds nothing is recorded, and that list is what we write the next pages from.

More in Getting started

Signing inThree things: the hotel ID, your email address and your password. Finding your way aroundEvery screen hangs off the Menu button in the top right corner. The operating date, and why it is not todayEach hotel runs on its own business date, which only moves when the night audit is run. Setting or changing your passwordNobody at Asar chooses your password. New accounts arrive as a one-time link.