Whether you’re using Lavanda PMS, receiving Operational Support for Short Stays, or are part of a Fully Managed partnership, it’s important to know who to contact for different types of queries. This guide helps clarify when to reach out to your Client Advisor, Implementation Manager, Partner Manager, or the Support team, depending on how your organisation is set up with Lavanda.
Case scenarios
You need to escalate a booking, request a custom report, or update inventory
You’re onboarding new units or adding integrations
You’re unsure whether to speak to Support, your Client Advisor, or Implementation Manager
You’ve lost access and need help with your MFA (Multi-Factor Authentication)
You want to suggest a new feature, raise a gap in functionality, or request something the PMS doesn’t currently support
Pre-requisites
You must be a registered user of the Lavanda PMS
For MFA resets, you must first attempt troubleshooting steps as outlined in this guide
Who to contact based on your Lavanda setup
Fully Managed customers
If your organisation is part of a Fully Managed partnership, your Partner Manager is your main point of contact. For any queries, please contact your Partner Manager directly.
Short Stays Operational Support customers
Use this table to know who to reach out to based on your need:
Scenario | Intercom | Client Advisor | Guest Experience Team (GET) |
Add/change units | ✅ “I want to update inventory” | ❌ | ❌ |
Update prices | ❌ | ✅ | ❌ |
Guest wants to extend stay | ❌ | ❌ | ✅ Tag @LavandaGuestExperienceAssociates in Internal Notes |
PMS-related issue | ✅ Chat with Ava or report via Intercom | ❌ | ❌ |
Add another user | ✅ Ava via Intercom | ❌ | ❌ |
Cancelled reservation arrives | ❌ | ❌ | ✅ Tag GET in Internal Notes |
Change availability dates | ✅ “I want to update inventory” | ❌ | ❌ |
Report no-shows | ✅ “Report a no show” | ❌ | ❌ |
Missing reservations | ✅ Provide Confirmation No. | ❌ | ❌ |
Other inventory updates | ✅ “I want to update inventory” | ❌ | ❌ |
Lavanda PMS software users (not on Operational Support)
Client Advisor
Reach out to your Client Advisor for:
Booking escalations
Specific or custom report requests
Account-related queries
Revenue strategy and performance advice
Major inventory changes after go-live
Guidance on adding integrations or channels
Submitting feature requests or identifying gaps in functionality (that are not bugs)
Implementation Manager
Only reach out to your Implementation Manager if you are still being onboarded or when advised by your Client Advisor. They can assist with:
Inventory updates during implementation
Channel or integration configuration
Post-go-live technical setups (e.g. adding new units or unit types)
Note: Always check with your Client Advisor first before contacting your Implementation Manager for post-go-live changes.
Intercom Chat (Support team)
Use Intercom for:
General questions on how to use the PMS
Bug reporting or technical issues
Help navigating features
MFA reset requests (only after following troubleshooting steps)
📩 If you can’t log in due to MFA issues, email [email protected] after following the steps listed here.
Quick reference: who to contact?
Task or request | PMS Users | Operational Support | Fully Managed |
Booking escalation | Client Advisor | Client Advisor | Partner Manager |
Custom report request | Client Advisor | Client Advisor | Partner Manager |
Feature request / missing functionality | Client Advisor | Client Advisor | Partner Manager |
Account or pricing strategy queries | Client Advisor | Client Advisor | Partner Manager |
Inventory updates (during onboarding) | Implementation Manager | Support (Intercom) | Partner Manager |
Inventory updates (post go-live) | Client Advisor → Implementation Manager | Support (Intercom) | Partner Manager |
Add/change unit types or units | Client Advisor → Implementation Manager | Support (Intercom) | Partner Manager |
Add new channel/integration | Client Advisor → Implementation Manager | Support (Intercom) | Partner Manager |
General PMS questions | Support (Intercom) | Support (Intercom) | Partner Manager |
Bug reporting | Support (Intercom) | Support (Intercom) | Partner Manager |
MFA reset (after troubleshooting) | Support (Intercom or email) | Support (Intercom or email) | Partner Manager |
Guest stay extensions | N/A | Guest Experience Team | Partner Manager |
Cancelled guest arrives | N/A | Guest Experience Team | Partner Manager |
No-show reporting | Support (Intercom) | Support (Intercom) | Partner Manager |
Missing reservation | Support (Intercom) | Support (Intercom) | Partner Manager |
When in doubt, start with Support
We have different teams specialising in different areas. If you’re unsure where to start, open the Intercom chat via the blue bubble in the PMS or the Help Centre and ask your question.
Note: Our AI Support Agent, Ava, will triage your query and route it to the right team if needed.
How to contact Support via Intercom
Video walkthrough
📹 Video walkthrough coming soon
Step-by-step
Click the blue chat bubble in the PMS or Help Centre.
Select “Ask a question”.
Ava, the AI Support Agent, will ask follow-up questions.
If Ava can’t help, you can choose to “Talk to a person”.
Your query will be assigned to the right Support specialist.
How to contact your Client Advisor or Implementation Manager
Step-by-step
Review the case scenarios above.
If it falls within your Client Advisor or Implementation Manager’s scope, email them directly or use the agreed communication method.
If unsure, start by chatting with Ava—our team will escalate your query if needed.
Important things to note
Ava helps direct your question to the correct team—don’t skip it.
Support will often ask if you’ve followed the help articles first, especially for MFA issues.
For urgent booking issues, always include the Booking ID or Confirmation Number.
Not a user or customer yet, but interested in Lavanda?
If you’re not currently using Lavanda but would like to learn more about our platform and services, we’d love to hear from you.
👉 Please visit our official website: www.getlavanda.com
Then click the Contact Us button or go directly to the form here: https://www.getlavanda.com/contact-us/
Your inquiry will be routed to our Sales team, who will get in touch with you shortly.
Related articles
To ensure the fastest and most efficient support, always start with Intercom and Ava. From there, your query will be routed to the right team—whether it’s Support, your Client Advisor, Implementation Manager, or Partner Manager. Knowing who to contact helps everyone save time and solve problems faster.