Support
On-the-ground Maintenance Support
From the moment you move in, our team is one tap away.
Reply within 24 hours
Every request is triaged and assigned the same business day.
Vetted technicians
Our in-house team is background-checked and has years in Hoi An.
Bilingual support
All staff speak English fluently — no language barrier.
Issue types
Issues we handle
Every common issue is covered by our end-to-end support.
Electricity
Water
Air conditioner
Internet / Wifi
Door lock
Cleaning
General maintenance
How it works
How we handle your issue
Four clear steps, from the moment you report to sign-off.
1. Report
Tenant reports the issue in-account with photos and details.
2. Triage
Admin confirms priority within 2 working hours.
3. Dispatch
The right technician is assigned and contacts you directly.
4. Resolve
Owner or tenant confirms before the ticket is closed.
FAQ
Frequently asked questions
When can I report an issue?+
Tickets can be submitted 24/7. For emergencies (power, water, lock-outs), call the hotline for after-hours help.
Who pays for repairs?+
Wear-and-tear is on the owner; tenant-caused damage is on the tenant. All quotes are approved before work starts.
Do you support English?+
Yes. Our entire operations team speaks English fluently.
How fast will a technician arrive?+
Urgent: same day. Normal: 24–48 working hours. Parts orders may take longer — we'll let you know upfront.
How is a ticket closed?+
The technician marks it handled, then the tenant or owner confirms. Not satisfied? Request rework right in the ticket.
Is there an after-hours surcharge?+
Emergencies have no surcharge. Non-urgent after-hours work has a small fee, always disclosed upfront.
Request support
Need help right now?
Active tenants: report from your account (fastest). Everyone else: use the form.