In plain words
Email info@modern-hospitality-solutions.com from the address you sign in to MAYA with. We aim to answer within one business day. Name your property, and for a question about a price add the night, the room type and the sentence the change log shows for it. We do the things MAYA has no button for yet, but we do not type prices for you.
One address for everything
Support is by email, at info@modern-hospitality-solutions.com. The same address takes billing questions, requests about your data and anything under the Terms.
When a MAYA screen says "email us", "get in touch" or "send us a message", this is the address it means. Some screens show the address or open an email to it. Where they don't, this is the address to use, so keep this page handy.
Write from the email address you sign in to MAYA with. We match it against your account, so an email from another address needs a second step. If you have more than one property, name the one you mean.
How quickly we answer
We aim to answer within one business day. That is an aim, not a guarantee. The Terms of Service (section 3.7) say support is given by email on a reasonable-efforts basis, with no set response time unless we have agreed one with you in a signed document.
Business days are Monday to Friday. We are based in Austin, Texas, so they run on US Central time, and weekends and US public holidays do not count towards the aim. An email sent on a Friday evening or a Saturday is usually answered the following Monday. There is no out-of-hours cover, and answers are in English, the language of MAYA and these docs. Your rules keep running the whole time: MAYA does not wait for us.
What to put in your email
Most of what we need is already on your screen. The more of it you copy into your email, the fewer questions we send back.
| Your question is about | Include |
|---|---|
| Anything | Your property's name and the property system it uses |
| A price | The night, the room type, the price you see and the change log entry: the bold line and the sentences under it |
| Prices not reaching your system | The sentence at the top of the Change Log, and your system's own words (press Show tries and hover a line) |
| A change | What the Show the numbers button opens, or a screenshot of it |
| A screen that misbehaves | The tab, what you clicked, what you saw (the exact words of any message), a screenshot, and your browser's name and version |
| A charge | The invoice number and the date of the charge |
Keep these out of every email:
- Passwords, yours or your property system's. We never need them.
- Mews keys. When we connect Mews or replace its keys, we arrange a secure way to share them.
- Card numbers. Stripe holds your card, and we never ask for it.
- Guest names or any guest details. MAYA does not store them, so a screenshot from MAYA is fine. Crop guest names out of a screenshot of your property system.
Example: An email about a price at The Harbour Inn
Priya, the Revenue Manager at The Harbour Inn, has a question about a Deluxe price. She writes from the address she signs in with, subject "Deluxe price on November 13":
Property: The Harbour Inn, on Cloudbeds. Night: Friday, November 13, 2026. Room type: Deluxe.
Change log, run of "Fri, Oct 2, 2026, 3:05 PM PDT": "Nov 13 · Deluxe · Busy nights +10%", then "Busy nights" raised this night 10%, from $200.00 to $220.00. It was 85% full, past the 80% mark you set.
Question: we meant "Busy nights" to leave Deluxe alone. Did we set it up wrong?
That is everything we need to look at the same entry she is looking at.
What we can do for you
Some things have no button in MAYA yet. Email us and we do them for you. Each link below opens an email with the subject line filled in.
Your sign-in and your team
| You want | Subject line | Read first |
|---|---|---|
| A new password, when the reset email from Forgot password? does not arrive | Password reset | Reset your password |
| A different sign-in email address | Change my login | Create an account and sign in |
| A fresh invitation link after yours expired | New invitation link | Emails MAYA sends |
| A copy of your record of accepting the Terms | My Terms acceptance | The Terms checkbox |
Prices and going live
| You want | Subject line | Read first |
|---|---|---|
| A live property back in simulation (sending stops, prices already sent stay) | Back to simulation | Pausing, or going back to simulation |
| To go live with no Go live on the strip at the top (a Mews property) | Go live | Going live |
| A floor or ceiling on a room type that isn't a room (the review's list leaves those out; change any other on the review) | Floor and ceiling | Set or change a floor or ceiling |
| To check whether you are live | Am I live? | Tell whether you are live or in simulation |
Your property system
| You want | Subject line |
|---|---|
| The currency MAYA has for your live property changed (the time zone follows Cloudbeds once a day, and so does the currency while you are in simulation) | Time zone or currency |
| Several properties set up when your Cloudbeds login covers more than one | Group login |
Reconnecting needs no email: a General Manager or Hotel Admin clicks Reconnect Cloudbeds on the PMS tab. To disconnect, uninstall MAYA from your Cloudbeds account. Read Cloudbeds.
| You want | Subject line |
|---|---|
| Each property set up when one ThinkReservations login covers several | ThinkReservations group |
| The time zone or currency changed after you changed it in ThinkReservations | Time zone or currency |
| A code, when the connect step asks for one | Access code for ThinkReservations |
| To disconnect | Disconnect ThinkReservations |
Read ThinkReservations.
| You want | Subject line |
|---|---|
| Mews connected after you pay (it connects with keys, not a sign-in) | Connect Mews |
| New keys saved when the old ones stop working | Mews keys |
| Room counts that look wrong, or the same for every room category | Mews room counts |
| Your history read further back, once, up to a year | Mews history |
| To disconnect (we remove the keys) | Disconnect Mews |
Read Mews: what works today.
Moving your property to a different system? Email us and we set up the new connection with you. Your rules and settings stay with the property.
Billing and your data
| You want | Subject line | Read first |
|---|---|---|
| To cancel by email, or cancel one property of a group | Cancel MAYA or Cancel one property | Cancelling, restarting and leaving |
| A code to restart a cancelled subscription | Restart code | Cancelling, restarting and leaving |
| A price for more than 500 rooms | Over 500 rooms | Your room count and what you pay |
| To question a charge (within 60 days of it) | Disputed charge | Cards, payments and invoices |
| A copy of your rules or data (there is no export button) | Copy of my data | Cancelling, restarting and leaving |
| Your property's data deleted | Close my account | Cancelling, restarting and leaving |
Going live, cancelling and deleting data need an email from a General Manager's or Hotel Admin's own address. Deletion is permanent: once we have verified the request, we delete or de-identify the property's data within 90 days, and MAYA ends for that property without a refund.
Prices stay in your hands
Can we change your prices for you? No. We do not type, raise or cut prices on your behalf. The Terms of Service (section 4.1) make you responsible for every price MAYA publishes, and the change log names who typed each price in MAYA.
What we do instead:
- Talk it through. Send us the change log entry and we look at the same night with you, and say which rule acted and why.
- Stop the sending. At your request we put a live property back into simulation. Nothing more is sent, and the prices already in your system stay as they are.
- Change a setting you cannot change on a screen yet, such as a room count, a time zone or a currency, using the numbers you send us. Whatever we change at your request, we change on your instruction (Terms section 3.3).
The change itself is quicker in your hands anyway. Anyone with the Revenue Manager, General Manager or Hotel Admin role can type a price on the Calendar tab, and Setting a price yourself shows how. On Mews, where MAYA does not send prices yet, you change the rate in Mews itself.
Is it MAYA or your property system?
MAYA's screens say which system did what. The problem items at the top of the Change Log name it, for example "Cloudbeds refused", "Cloudbeds isn't responding" or "MAYA doesn't send". Show tries shows your system's own words when you hover a line.
| What you see | Who can help |
|---|---|
| A refusal that names a setting in your system (a rate rule, a permission, a plan that follows another) | You, in your system. For Cloudbeds, Cloudbeds Support can see those settings and we cannot. |
| Your system slow or not responding | Wait. MAYA tries again every cycle. If it lasts, check with your system's own support. |
| Trouble signing in to your system, a missing permission or data missing inside it | Your system's own support. For Cloudbeds, that is Cloudbeds Support at myfrontdesk.cloudbeds.com. For ThinkReservations, its own support team. |
| A price, a rule, occupancy, the calendar, the change log, your bill or "MAYA couldn't tell why" | Us, at info@modern-hospitality-solutions.com |
When your property system does not accept a price explains every problem sentence.
No phone, chat or status page
Support is by email only. There is no phone line, no chat and no public status page.
To check your own connection, open the PMS tab. The Connection card says whether your system is connected, and Last sync says when bookings were last read. On Mews, keys that stop working show no warning, so Last sync is the thing to watch. Problems sending prices sit at the top of the Change Log while they last. Read the PMS tab.
On Cloudbeds and ThinkReservations, setup is designed so nobody needs a call: connect, answer five optional questions, review what MAYA found, go live. Mews we connect with you by email. If you would rather have a person walk you through any of it, email us and say so.
Reporting a bug
Email us with the subject "Something is not working", and include:
- Your property's name, and the tab or page you were on.
- What you did, click by click.
- What you expected, and what happened instead, with the exact words of any message.
- A screenshot, and your browser's name and version.
- When it happened, as the time your screen showed.
If the screen showed a message, Messages you might see, explained may already cover it.
Asking for a feature
Email us with the subject "Feature request". Say what you would like MAYA to do and the situation you would use it in. It helps us see how many owners want the same thing.
We do not promise dates. These docs describe only what MAYA does today, so a feature appears here once it is in the app. What rules cannot do yet lists what rules cannot do today, with what to do instead.
Our staff and your property
Our staff can open your property to help, for example to switch it back to simulation at your request or to check a price with you. We never need your password for that, so never send one. Roles: who can do what has the details.
Legal letters and requests about your data
Requests about your data (a copy, a correction or a deletion) go to the same address. The Privacy Policy (section 10) lists your rights.
For anything formal under the Terms, email the same address with "Legal Notice" in the subject line, or write to Modern Hospitality Solutions LLC, 1515 E Cesar Chavez St. Suite 100, Austin, TX 78702 (Terms section 18.2).