Roles: who can do what

The four roles, as the app describes them

These are the words the app shows beside each role when you invite someone or hover the ? on the Team page.

Two lines run through everything. Revenue Manager and up can change pricing. General Manager and up can change money, the connection and the team.

What each role can't do

The Team page lists these under What each role can't do, between Add someone and On this property. The role picked in What they can do stands out brighter.

• "A Hotel Admin can't demote or remove the property's only Hotel Admin."
• "A General Manager can't make, change or remove a Hotel Admin."
• "A Revenue Manager can't go live, reconnect the property system from MAYA, or choose which rate types MAYA moves."
• "A Revenue Manager can't change which room types count as rooms."
• "A Revenue Manager can't open the Billing or Team pages."
• "A Viewer can't change anything on this property in MAYA, or open its Billing or Team pages."

Everyone on the property, Viewers included, still sees the dashboard billing banner. On a Cloudbeds property that started in the Cloudbeds Marketplace, clicking Connect App there again reconnects it for whoever clicks it, whatever their role in MAYA (Reconnect and disconnect). The table below has every action.

Who can do what

The lowest role that can do each thing. A higher role can do everything a lower one can.

Some pages show controls to everyone and refuse the action for a role below the line. A Viewer who tries to add or save a rule, or to switch or delete one, sees "Only a Revenue Manager or above can change this." in red, under the form or under the rule, and nothing changes. Edit still fills the rule builder, so a Viewer can read a rule's settings. The Rules that keep adjusting card shows a Viewer no buttons and reads "Only a Revenue Manager or above can answer this." A review card keeps its buttons, and pressing one below Revenue Manager shows the same sentence. Finish and Keep them on the review show "Only a Revenue Manager or above can finish the review." and leave the review open, and Remove them and start with a clean slate shows "Only a Revenue Manager or above can change this." The review's floor and ceiling boxes are greyed out below Revenue Manager, with "A Revenue Manager or above can change these." A card of the five questions saves nothing below Revenue Manager and shows "Only a Revenue Manager or above can answer these questions." under it; Skip this question and Skip the rest → still move on. Settings shows a Viewer the calendar and property system sections greyed out, with "Only a Revenue Manager or above can change these." Below General Manager, the Counts as a room boxes on the PMS tab and on the review's room strip show what is saved, greyed out, and the ? beside them says "A General Manager or Hotel Admin can change which room types count as rooms." The review's "Is … actually a room?" card shows its buttons greyed out, with a ? that says "A General Manager or Hotel Admin can answer this."

Whatever the role, nobody edits by hand what comes from your property system or what MAYA works out: base rates and bookings, the prices MAYA works out and sends, the record of what it sent, each pricing run, what each rule did, and how far setup has got. Only MAYA's own servers write them, so they show what really came in and what MAYA really did. They change through MAYA itself: deleting a rule (Revenue Manager and up) takes away what it did, and setup moves on as the questions and the review are answered. To set a night's price by hand, type a manual price.

What a Viewer or Revenue Manager sees on the gated pages

• The Billing page: "Billing is handled by this property's General Manager or Hotel Admin. Ask one of them for access if you need to change it."
• The Team page: "Who can access this property is managed by its General Manager or Hotel Admin. Ask one of them if you need someone added or removed."
• Counts as a room: the boxes show what is saved, greyed out, and the ? beside them says "A General Manager or Hotel Admin can change which room types count as rooms." A Revenue Manager's change that reaches MAYA some other way is refused ("This needs General Manager access or higher on this property."). Whatever the role, a room type's unit count, whether it is switched on, and which type in your property system it is come from your property system and can't be changed in MAYA. The one exception is the review's "Hide duplicate room type" card. Rooms out of service stay a Revenue Manager's to add and clear. Room types and rooms out of service
• Going live: the Go live button on the amber simulation strip at the top of the dashboard shows only for a General Manager or Hotel Admin. A Revenue Manager or Viewer sees the strip without it, and its ? says "A General Manager or Hotel Admin can switch this property to live." The review screen has no Go live for anyone. The switch itself is refused below General Manager too, with the same words, and nothing changes. Going live walks through the dialog.
• Anything else above your role: "This needs General Manager access or higher on this property." or the Revenue Manager version of the same sentence.

Roles are per property

Your role is set on each property separately, by that property's General Manager or Hotel Admin. The same person can be Hotel Admin on one property and Viewer on another. Several properties on one account has the switch.

General Manager versus Hotel Admin

One difference: managing Hotel Admins. A General Manager can hand out any role up to General Manager, change or remove anyone up to that level (other General Managers included), and cannot touch a Hotel Admin. A Hotel Admin can do all of that and also make, demote or remove other Hotel Admins. Both can go live, reconnect, see billing and manage the team. Two rank rules hold for everyone: you can give a role at your own level or below, never above ("You can't give someone a role above your own."), and you cannot change or remove someone above you ("That's above your own access level.").

Can a General Manager remove another General Manager? Yes. A General Manager can change another General Manager's role or remove them, as they can for anyone up to their own level.

MAYA never demotes or removes a property's only Hotel Admin, whoever asks, MAYA support included ("This is the property's only Hotel Admin. Make someone else one first."). Make someone else Hotel Admin first, then change or remove the first one.

If your only Hotel Admin has left

MAYA keeps a property's only Hotel Admin, and only a Hotel Admin can change or remove one. So when your only Hotel Admin leaves the business, their login stays on the property and still opens it. A General Manager who tries to change or remove it sees "That's above your own access level."

If you have a General Manager, they can still keep things running: open Billing and Stripe's billing portal, change the room count, go live, reconnect, and invite, change or remove anyone up to General Manager. What they cannot do is make someone Hotel Admin or remove the one who left. For that, email us.

1. 1

   Email us from the right address

   Email us from the address of a General Manager on the property, or from the address that receives the property's invoices from Stripe (usually the owner's). Say which property it is, who has left, and who should become Hotel Admin. If that person is not on the team yet, a General Manager can invite them first as a General Manager.

2. 2

   We check the request

   Before we change anything, we check that the address you wrote from belongs to a General Manager on that property, or is the billing email on its account in Stripe. Then we reply to that address and wait for you to confirm.

3. 3

   We make the change

   We make the person you named Hotel Admin and take the old login off the property. From then on your new Hotel Admin manages everything from the Team page.

If nobody on the team can write from either address, email us anyway from your work address and explain. We reply with what we need to confirm that you run the property. Write promptly either way: until the old login is removed, it still opens the property.

The first Hotel Admin

Whoever creates the account and pays, or claims the property after Connect App in Cloudbeds, becomes its Hotel Admin. They invite everyone else. If a colleague signed up first, ask them to invite you.

The front desk

Give front-desk colleagues the Viewer role: they see every night's price and the change log and can change nothing. Give the front desk view-only access is the two-minute version.

Two people, one login

The Terms ask for one login per individual, and each person on the team takes a seat. Do not share a login. Invite each person with the role they need. The change log names the person who answered a Rules that keep adjusting banner, which only works when each person has their own login.

Can we see your property?

Yes. Modern Hospitality Solutions staff can open your property and look at everything on it, to check a price with you or to see what a rule did. To change anything, for example to switch your property back to simulation at your request, a member of staff switches on a support mode that lasts a short, fixed time and asks for a code from an authenticator app. Every change made in it is recorded and shows in your change log as "Changed by MAYA support". Privacy, security and your data has the detail.