User Guide
For Safe Stays by ReloShare
Frequently Asked Questions
Your organization has created a Safe Stays by ReloShare account -- now what? This guide provides answers to frequently asked questions about using the Safe Stays booking platform.

Who can help me if I have an issue with a reservation 24/7?
How do I book a room on the Safe Stays hotel booking website?
How do I book a hotel room using an alias?
What is the Customer ID field in the reservation request?
How do I request an extension for a guest that is currently in a hotel room?
Can I request an early check-in for a guest?
I forgot my password to my Safe Stays account.
How do I add, edit or deactivate users from our agency's account?

24/7 Contact

In the event you need assistance with a reservation or should any issues or questions arise during the guest’s stay, you can contact our 24/7 team in two ways:

- Email our 24/7 support team. This email address is monitored 24 hours a day, 7 days a week.relosharesafestays@thdmail.net
- Call our 24/7 support team at Temporary Housing Directory @ 800-817-3220.

General Booking Process

Booking a hotel stay for your guests using the Safe Stays hotel booking platform means you'll have support from our 24/7 team with each step along the way.

Step 1: When you log into your Safe Stays account, you'll start by searching a location, check-in and check-out date. You can search based on a specific street address or simply by city and state. If you search by a specific address, the results will sort by the hotels that are closest to your searched location.

The hotels that populate are the ones that show they have availability for the dates you searched. When you click "View Available Rates" you'll see what room types are available and what amenities each room offers. Once you find the best room for your guest, click "Book Now" and complete the reservation request.
Step 2: As soon as you book the room, you'll receive an email confirmation from our site.

Step 3: Next our 24/7 team will send an email confirming that they are calling the hotel.

Step 4: Our team will confirm once they've spoke to the front desk and the hotel is ready to accept the guest.

Book Using an Alias

When reserving a hotel room for a guest, the first and last name you put in the reservation will be the name the guest will need to present to check in. This name can be an alias. Safe Stays by ReloShare never needs the real name of the guest. 

What is the Customer ID field?

This is an optional section that was built in for your internal agency use. This field is included for agencies that want to use a client ID so when they receive the invoice they can link the cost back to the correct client. For example, some agencies use the client ID that is associated with their client in their case management system. That way, if the agency can’t recall which alias they used for a specific client, they can refer to the Customer ID.

Extension Requests

If you have a client who is currently a guest in a room booked via Safe Stays by Reloshare, you can request an extension through our system. Go to "Hotel Reservations" -- > Click "Extend" --> Enter the new check-out date --> Search for available rooms --> Click the room size that matches the existing reservation --> Confirm.

If the room size the guest is currently staying in is not listed as available, click on any available room and in the notes section state "the room size the guest is in was not available. The guest would like to stay in their existing room."

Our team will call and confirm the details of the extension and will follow-up with you via email when the extension is confirmed with the hotel with any follow-up instructions. For example, the guest may need to go to the front desk for a new key if a stay is extended.

If there is not space available (ex. the hotel is full for the nights you need the extension), you will need to search and book a new reservation at a different hotel. Best practice is to book the extension as soon as you confirm it is needed.

Early Check-In Requests

Typical hotel check-in times are 3-4pm; however, we understand sometimes guests may need to check-in earlier. You can request an early check-in within the reservation. There is a toggle button to Request an early check-in. Once you toggle to "Yes" for request early check-in, provide details of the ideal check-in time for the client in the Notes section. When our team receives the request, we will contact the hotel to determine if an early check-in is possible. Early check-in availability will vary depending on the availability of the hotel (ex. If the hotel was booked to capacity the previous night, they may not have the ability to check guests in early). Our team will quickly follow-up with you to confirm via email if an early check-in is available for the guest’s stay.

Reset Password

If you can't remember your password, you can re-set your password. On the log-in page, click "Forgot your password" at the bottom of the screen. Enter your email address and click "Submit." You'll receive an email with instructions for updating your password.

Adding, Editing and Deactivating Agents

The Admin account for your agency has the ability to add new agents, edit existing agents, or deactivate agencies.
To edit the Agents for your agency, click "Agents" on the lefthand side of your account dashboard.