Overview

The Reservations Portal allows customers with an existing reservation to manage it online. Customers can:

• Pay and move in.
• Reschedule their reservation.
• Cancel their reservation.

Demo Videos:

• Making a Reservation - Reservation Portal - Making a Reservation
• Managing a Reservation - Reservation Portal - Manage a Pay

1. Making a Reservation (Voice AI and EWA Only)

Customers are able to make a reservation via the reservation link sent from Amber via the Voice AI system 

1. Customer will select the unit of interest and choose Reserve. 

2. Input their contact information and desired move in date. 

Note that if they have an existing account, they may click Sign In to access the existing account. This should be done to prevent duplicate account creation.

3. The unit is reserved with confirmation details presented to the customer. They will receive email confirmation of the reservation, as triggered by the PMS. 

2. Manage and Pay for a Reservation

Ease Connect Reservation Quick Action Link

Use the Manage and Pay Reservations quick action to manually send customers a link to their reservation.

Each link sent creates a communication event on the customer's record.

Customer Workflow

Step 1: Access the reservation

• Lookup link: Enter the facility name and phone number used for the reservation.

  

  The customer will be sent a verification code to input into the portal to access their reservation.

  

• Direct link: Opens the reservation without additional lookup or verification.

Step 2: Select an action

Customers can pay and move in, reschedule, or cancel.

• To reschedule the customer must select the new date for the move in. How far out this can be rescheduled is dependent upon the PMS.

   

• To cancel the reservation, they just have to select the cancel button and confirm the cancellation.

  

• To move into the unit, they will select the Move In option and proceed through the rental flow.

  • Select the desired protection plan policy or private coverage.

  

• Esign the rental agreement. Note that whether this stage happens before or after payment will be determined by the PMS requirements.

  

   

• Complete the rental by making the payment via debit or credit card.

  

• If the customer has multiple active reservations, that can proceed from here to complete the remaining reservations if desired. All reservations must be completed one at a time. 

  

• New customers: Provide the required address and ID details, set a backup password, select insurance, and enter a new payment card.
• Existing tenants: Follow the applicable PMS lease and payment workflow.

A new payment card and insurance selection are required at checkout. Reservations that have already been paid cannot be paid for again.

Voice AI/EWA Reservation Management

Amber confirms the last four digits of the caller's number and sends a lookup link by text. The customer must still complete the portal's six-digit verification.

Amber escalates when:

• The phone number cannot be matched to a Lead or Tenant after one additional attempt (tagged Sales).
• The customer cannot receive texts.
• The customer does not receive the link.

Agent Quick Reference