Get Help
We respond within 48 hours on business days.
Monday – Friday, 9 AM – 6 PM Eastern.
Frequently Asked Questions
The guest chat is not responding — what do I do?
Open the Host Portal → Today tab and check if Host Override Mode is active. If the AI is paused, toggle it off and the bot will resume automatically.
How do I add a custom FAQ answer?
Go to House Guide → tap any section → add a custom FAQ trigger keyword and answer. The AI checks your custom FAQs first before its built-in database.
Can guests pay for late checkout in the app?
Payment is not processed in-app. When a guest requests late checkout, you receive an alert and approve or decline. Payment is handled directly between you and the guest (Zelle, Venmo, cash, or any method you prefer).
How do I reset the cleaning checklist for a new turnover?
In the Cleaner portal → Checklist → scroll to the bottom → tap Reset turnover. All your custom tasks are preserved — only the completion status is cleared.
How do I add a video to the chatbot library?
Go to House Guide → Video Guide Library → tap the + button → pick a video from your photo library, add trigger keywords, and save. The AI will automatically attach the video when a guest asks a matching question.
The AI escalated a guest question but I did not want it to.
Go to House Guide → AI Analytics → review the unmatched questions log. Add a custom FAQ answer for that topic — next time, the AI will answer it directly without escalating.
I forgot the host login credentials.
Host credentials are managed by the property owner. Contact the host who set up the account. If you are the host and cannot access the app, contact us and we will help you reset your local data.
How do I cancel my subscription?
Go to your iPhone Settings → tap your Apple ID at the top → Subscriptions → SRP Host Freedom → Cancel. Cancellation takes effect at the end of the current billing period. For refunds, contact Apple Support directly.
Report a Bug or Request a Feature
Email support@blackmirrorlab.com with the subject line [BUG] or [FEATURE] for faster routing. Include your iOS version and a brief description of what happened.
Emergency Disclaimer
SRP Host Freedom is not an emergency service. For any life-threatening situation, call 911 immediately. The app's emergency escalation feature is a supplementary notification tool only.