How to Report an Issue Effectively

We want to help you as quickly as possible whenever you experience a problem. You can make the process much faster by following a few key steps when submitting your support request.

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1. Provide Clear and Detailed Information

To resolve issues efficiently, our team needs to be able to replicate the problem in your account. Please include the following details in your message:

• Where the issue occurs: Specify exactly which section of ReservationKey you were in (e.g., Reservations, Calendar, Reports).
• What you clicked or entered: Describe the steps you took leading up to the issue.
• What happened: Provide a short but clear description of the problem or unexpected behavior.

Example:

“In the Reservations tab, I searched for guest John Smith, clicked into the reservation, and tried to edit the arrival date, but the page did not save my change.”

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2. Include the Reservation ID (If Applicable)

If your issue involves a specific reservation, please include its Reservation ID number.

• You can find the Reservation ID in the upper-left corner of the reservation details screen.
• The same number also appears in the header area of the reservation window.

Example: “Reservation ID: 1234567”

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3. Include the URL of the Booking Page

If your issue occurred on a public booking page, please include the full URL from your browser’s address bar.

• This helps us know which reservation page was being used, especially if you have multiple pages.
• You can also mention whether the problem occurred on the Availability View or the Calendar View.

Example URL: https://secure.reservationkey.com/yourproperty/availability

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4. Send Screenshots

Screenshots are extremely helpful for diagnosing issues quickly.

How to take a screenshot (Windows)

• Use the built-in Snipping Tool or Snip & Sketch app.
• Click New, then select the area of the screen you want to capture.
• The image is automatically copied to your clipboard.
• In your email or message to support, press Ctrl + V to paste the screenshot directly.

No need to save or attach a separate image — just paste it right into your message body.

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5. Summary Checklist

• ? Describe exactly what you were doing and what went wrong
• ? Include the Reservation ID if relevant
• ? Add the booking page URL if the issue is public-facing
• ? Paste a screenshot showing the problem

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Why These Details Help

Providing all of this information lets us:

• Quickly reproduce the issue in your account
• Identify the source of the problem
• Respond with accurate instructions or a fix — faster

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Thank you for taking the time to include these details. It helps us assist you more efficiently and ensures you get the fastest possible resolution.