Frequently Asked Questions

With so many tools to serve your property management needs, you may be left with just as many questions. Here are some answers to get you started.

 

About Guesty

 What does Guesty do?

Guesty’s Property Management Software is a comprehensive cloud-based system that syncs data for all your listings, reservations and guests from all booking channels, including your personal website, on a single dashboard. You can find all of the information on our features page.

Who is Guesty for?

Guesty is for short-term property managers in the urban and vacation rental sectors seeking to centralize and optimize their management of multiple listings, leaving more time than ever for growth.

 What is Guesty's relationship with Airbnb?

Guesty has a full integration with the Airbnb platform covering every feature of both services. Fun fact: both companies are Y-Combinator graduates!

Which other booking channels are integrated with the Guesty platform?

We support major booking platforms including Airbnb, VRBO, Booking.com, HomeAway, TripAdvisor and many more.

Does Guesty provide an API to connect to?

Guesty has built an open, fully documented in-house API to integrate your external tools and systems, giving you the flexibility to connect and sync with preferred vendors and get the most out of Guesty. It is customizable according to your business needs.

Does Guesty have a mobile application?

Yes - all your favorite Guesty tools are available at your fingertips! Take your tasks with you wherever you go with Guesty’s mobile management app, and stay up to date on everything connected to your staff, reservations, and guest communication. The app even features push notifications to make sure you never miss a thing.

Which additional services are available for Guesty users?

Guesty’s all-in-one platform offers a dynamic and constantly expanding integrations marketplace including advanced pricing automation, keyless entry technology, and much more, allowing Guesty users to utilize their many special benefits.

Does Guesty offer Account Managers?

While customer support is reserved for troubleshooting and platform questions, some eligible clients will qualify for a dedicated Customer Success Manager. These product experts guide you through your journey with Guesty, understanding your business goals and helping you make the most of Guesty’s many features designed to make your operations more efficient, increase revenue, and enable business growth.

 Is Guesty available in my country/city?

Guesty software lives in the cloud, which means the only thing you’ll need is an internet connection.

Can you refer me to a Property Management Company?

If you are looking for a property manager or a full-service management company to handle your listings, we’re here to help! We work with thousands of property managers worldwide and can connect you with the most suitable one for your business. Contact our referrals department to find out more.

Which languages can Guesty use to communicate with guests and third-party services?
Currently, we only offer English support. If you receive inquiries or require third-party communication in a different language, we will do our best to translate all information and answer in English. If you’d prefer, we can arrange to forward all non-English inquiries to you.
Who will help me get started?
You can easily sign up or Request a Demo, where our sales team will explain the ins and outs of Guesty's system for you. You’ll need to create an account, which we will integrate with your listings on Airbnb. Our onboarding team will then walk you through the account setup and connect your Guesty platform to all your booking channels. Finally, if you’ll still have questions at that stage, feel free to contact our support team.

Signing Up to Guesty

 How do I get started?

First, sign up for a free one-on-one software demo where our team of experts will give you a tour of the Guesty platform, at which point you can register as a new user. After registering, our onboarding team will walk you through the account setup. Once your account is created, your listings will be connected to the Guesty platform and then integrated with your preferred channels. If you’ll still have questions at that stage, our support team will help you from there.

 Can I still join Guesty if I don’t yet have an Airbnb account?

As of October 2018, our platform allows new users to sign up without an Airbnb account or the need to create one. If you do not wish to have your listings on Airbnb, you can create your listing through Guesty and it can be pushed to our other booking channels. Use this useful guide to help you get started.

 Does Guesty offer free trials?

We don’t offer free trials, but we do offer a free one-on-one software demo.

 Is Guesty available in my country/city?

Guesty software lives in the cloud, which means the only thing you’ll need is an internet connection.

Listing Your Properties

Does Guesty offer a personal website building solution?

Guesty provides every client with a free custom website building tool and website building guide to enable direct bookings and help strengthen your brand. If you already have an existing personal website, it can easily be linked to your custom Guesty website in order to sync bookings with Guesty’s platform.

   Does Guesty provide pricing recommendations for listings?

For pricing assistance, Guesty has integrated with a variety of automated pricing tools in order to utilize their expert pricing algorithms and optimize your profits.

   Can Guesty increase my Airbnb SEO?

Our software runs automatic processes in the background of your account to increase search rankings and encourage more bookings. Additionally, because Airbnb’s algorithm rewards the more attentive hosts, the rapid responses to booking requests and guests inquiries provided by Guesty’s 24/7 Guest Communication Services guarantees that you will never miss a booking, increasing your visibility.

   Can Guesty prevent double bookings with properties listed on multiple sites?

Yes! Our site is designed to list properties across different channels, and our multi-calendar prevents double bookings.

Can Guesty manage only select property listings?

You can decide which listings in your account we will manage.

Plans, Payments, and Processing

How much does it cost to use Guesty?

Guesty collects payment via a fixed commission for each booking along with a one-time onboarding fee (determined by the size and length of your profile setup). This means that there is no payment required when there are no bookings. Beyond this, registration and cancellation are completely free and available at any time. Our Guest Communication Services are available for an additional fee.

 Does Guesty charge commission for pre-existing bookings?

Our commission charge is only for new bookings after registration, unless you utilize the option of assigning Guesty to manage imminent pre-existing bookings at the time of your registration.

 Does Guesty offer a solution for payment processing?

Guesty has integrated with Stripe, a seamless payment processing system, for easy and reliable collection of accommodation charges, along with all reservation related fees. All charges are accumulated under the guest’s reservation and can be securely debited upon check-out or at any time, according to your company’s policies.

 What is the policy for cancelled bookings?

The policy for canceled bookings depends on two factors: the respective cancellation policy of the channel it was reserved through, and whether the guest or host canceled the reservation.

Customer Support

What are Guesty’s active customer support hours?

Guesty customer support is available 24 hours a day, 7 days a week.

  Will Guesty help me submit damages to get coverage under Airbnb’s Host Guarantee?

We are happy to submit the necessary forms and file the resolution claims for you. In order to do this, you must first pass along all relevant information and photographs to us. Here are some safety measures you can take to screen guests and prevent any future damages.

 Which language does Guesty communicate in?

Currently, we offer English support.

Support Provided to Guests

Can Guesty offer support to guests on behalf of my property management company?

Guesty offers a unique 24/7 Guest Communication Services feature upon request, in which our team of professional receptionists will manually handle full communication with your guests throughout the entire booking cycle, featuring extensive customization to your preferences and using a smart prioritization system to ensure that questions are answered within less than 1 hour.

   Can Guesty communicate with guests under my name?

White labeling communication with guests is possible. However, our default is to open up guest communication by introducing ourselves as your (the host’s) staff. Typically, guests are comforted by knowing that you have a dedicated support team, and it leads to more problems solved and faster resolutions.

   Which language does Guest Communication Services operate in?

Guesty currently offers support in English. If you receive inquiries or require third-party communication in a different language, we will do our best to translate all information and answer in English. If you’d prefer, we can arrange to forward all non-English inquiries to you.

My Guesty Account

Can additional users be added to my account with specific access and permissions?

Yes - we have created a very useful and easy to use role/permission system. Every user can have multiple roles, each comprised of a set of permissions. You decide which listing(s) they will have access to, and which role(s) they will be assigned, granting respective permissions. Every user can hold multiple roles for multiple listings. This way, you can grant various levels of access by creating combinations of different roles. For further explanation, take a look at these examples.

    Why do I need to be given a new email in order to use Guesty?

Customized emails make Guesty’s integrations possible. The emails can be fully customized and white-labeled.

   How do I cancel my Guesty account?

You can cancel your Guesty account by simply visiting your Guesty dashboard and clicking on “account cancellation”. But we’d hate to see you go – if you were not satisfied with our service, we'd appreciate any feedback or the reason for your dissatisfaction, so we can fix it for the future.

If you’re interested in learning more about property management and discovering the many ways Guesty's platform can help your business, we invite you to a free one-on-one session with one of our experts.