Residerly policies in one place.

Phone Communication Policy

This policy applies to calls made to or from Residerly numbers, including member support, application support, verification, billing, booking coordination, partner intake, affiliate intake, vendor coordination, and emergency escalation handling.

Permitted call purposes

Residerly may use phone calls to answer questions about membership, applications, verification, pricing, policies, apartment community intake, hotel partner intake, bookings, transfers, extensions, cancellations, check-in, check-out, billing, deposits, refunds, maintenance, and urgent support.

Call recording and logs

Calls may be logged, summarized, transcribed, or recorded for quality, security, fraud prevention, support continuity, billing, dispute resolution, and compliance. Call metadata may include caller number, called number, time, duration, routing status, intent, transcript, summary, and support ticket links. Where required by law, callers may receive notice that calls may be recorded or monitored.

AI-assisted voice handling

Calls may be answered or assisted by Residerly AI service agents using Residerly-approved scripts and records. AI-assisted calls may route issues to human review, create support tickets, summarize requests, and open follow-up workflows. AI does not take card numbers by phone, make final legal decisions, promise availability, override verification requirements, or replace emergency services.

Safety and emergency limits

Residerly can help escalate property, maintenance, and stay-related issues, but it is not a public emergency service. If there is immediate danger, fire, medical emergency, violence, or an active safety threat, callers should contact emergency services first. Residerly may document the report and notify appropriate operators or partners based on the information available.

Prohibited phone requests

Residerly will not ask callers to provide full payment card numbers, bank passwords, account login passwords, or unrelated sensitive credentials by phone. If a caller provides sensitive information unintentionally, Residerly may restrict, redact, or remove the information where feasible.