Welcome to the Guesty Pro Onboarding program (“Guesty Pro Onboarding”) for the Guesty property and vacation rental management software platform (the “Platform”).
Guesty Pro Onboarding is a comprehensive, consultant-led implementation designed to help you professionally, to prioritize operational precision, deep workflow customization, and rigorous data validation to ensure your business logic is accurately translated to the Platform.
By using the Guesty Pro Onboarding, you agree to the following terms and conditions:
1. Onboarding Packages and Consultancy Hours.
1.1. The Guesty Pro Onboarding includes consultancy hour packages for live consultancy, training, configuration guidance, and implementation support for the Platform, based on listing count (the “Consultancy Hours”).
1.2. The Consultancy Hours represent the maximum scope of guided onboarding support included in the onboarding package sessions and are not intended to be fully consumed if onboarding objectives are achieved earlier, as determined by Guesty’s team, based on your readiness, complexity, and progress throughout the onboarding process.
1.3. The Consultancy Hours encompass both live onboarding sessions and offline work performed as part of the onboarding process.
1.4. Upon successful completion of the onboarding, any unused Consultancy Hours shall not be carried over, refunded, or applied toward other services.
1.5. All the Consultancy Hours are tracked automatically via the Guesty call tracking system. Duration is rounded up to the nearest fifteen (15) minutes.
1.6. To ensure an efficient onboarding process, the Consultancy Hours must be used within 60 days from the Effective Date of your Software and Services Agreement (the “Agreement”). If you become unresponsive for 7 consecutive business days, the onboarding process may be terminated. If the onboarding period expires or the account is closed due to inactivity, any remaining Consultancy Hours will be forfeited, the onboarding services will be deemed fully delivered, and no refunds, credits, or carryovers will apply.
1.7. If additional Consultancy Hours are required, you may continue to use available self-service resources or purchase additional hours by contacting Guesty’s team.
2. Cancellation & No-Show Policy.
2.1. In the event of cancellation of any scheduled Consultancy Hours with Guesty’s team, such sessions should be rescheduled at least twenty-four (24) hours in advance via email. Guesty shall not be liable to complete or provide any Consultancy Hours that were not rescheduled within the applicable timeframe.
2.2. Failure to attend a scheduled Consultancy Hours may result in the deduction of one (1) hour from the total allocated Consultancy Hours.
2.3. Late arrival to any scheduled Consultancy Hours shall be deemed a full session, and the full scheduled duration shall be deducted from the applicable onboarding package.
3. Designation of Subject Matter Expert (SME).
3.1. As part of the onboarding process, you will appoint a designated Subject Matter Expert (“SME”) to lead the Guesty Pro Onboarding implementation in collaboration with Guesty’s team. The SME should, among others, have operational knowledge of your current workflows, pricing strategies, and guest communication standards, possess decision-making authority over account configuration and policy settings, and be available to attend all training sessions and lead setup and validation efforts. For larger teams, we recommend appointing additional or backup SME to participate in training and support the development of a shared knowledge base within your organization.
4. Guesty Pro Onboarding Tools.
To ensure a smooth and transparent onboarding experience, you may be required to use the following tools:
4.1. The Implementation Hub. The Implementation Hub (“Hub”) serves as the single source of truth for the current status of the onboarding. It provides a real-time view of the project timeline, intake forms, upcoming milestones, and task ownership. All client-side tasks (e.g., configurations, data uploads, validation checks) are assigned with due dates, and the SME is responsible for updating the status of these tasks within the Hub to ensure the project progresses smoothly.
4.2. Guesty Academy. Guesty Academy (“Academy”) is Guesty’s comprehensive learning platform. To preserve Consultancy Hours for strategic discussions, you agree to complete the relevant Academy courses prior to scheduled training sessions. Basic navigational training and standard feature “how-to” guides are provided through the Academy, while live Consultancy Hours will focus on applying these features to your specific business logic.
5. Onboarding Deliverables.
| Phase | Description | Key Deliverables |
| Phase 1 – Kickoff
Led by the Customer Success Manager (CSM), and does not reduce the number of Consulting Hours |
Project alignment and onboarding readiness | Introduction to the onboarding team, review of goals and expectations, overview of the Implementation Hub, connection of Airbnb in view-only mode (if applicable), and introduction to the Guesty Pay representative (if applicable). |
| Phase 2 – Training & Configuration | Live consultancy and enablement | Targeted live Consultancy Hours covering configurations and training on financials, guest experience, operations, and reports. Completion of assigned Guesty Academy modules is required prior to sessions. |
| Phase 3 – Connect & Validate (Go-Live) | System activation and validation | Listings activated, at least one distribution channel connected, system operational, and able to receive reservations. Includes mandatory pre-Go-Live validation, payment processor readiness, and post-Go-Live validation. Any discrepancies identified following the Go-Live validation must be reported immediately to the Guesty team. |
| Phase 4 – Hypercare | Post-integration support | Structured post-launch support, including scheduled check-ins, troubleshooting of immediate issues, and workflow stabilization. |
| Phase 5 – Graduation
Led by the CSM, and does not reduce the number of Consulting Hours |
Onboarding closure and handover | Final onboarding review, closure of onboarding scope, and formal handover to Customer Success / Customer Experience teams. |
Progression through the onboarding phases described above is contingent upon the SME’s validation and approval of the preceding phase.
6. Scope of Responsibility.
6.1. Guesty Responsibility. As part of the Guesty Pro Onboarding, and subject to these Terms, Guesty’s team will provide the following services:
– Data & Configuration. Support the initial data import, provide standard data templates, and assist with field mapping, if necessary. Guesty will support the configuration of Platform settings in collaboration with the SME.
– Bulk Tools. Onboarding templates to support bulk actions, including owners and/or reservation uploads, tax and fee updates, and listing content updates.
– Training & Enablement. Online consultancy and training sessions (recordings included) tailored to your business needs.
– Channel Connectivity. Support the connection process for major OTAs (e.g., Airbnb, Booking.com, Vrbo) and provide API guidance and documentation, as applicable.
– Hypercare & Handover. Deliver post-launch support and facilitate the handover to the Customer Success Manager (CSM), as applicable.
6.2. Client Responsibility.
– Data Accuracy and Completeness. As part of the onboarding process, you will provide complete and accurate data using Guesty-required templates within the agreed timelines. If you choose not to use Guesty’s bulk templates, the data may alternatively be entered manually directly into the Platform. You remain fully responsible for the accuracy, completeness, and timeliness of any data entered into or provided to Guesty. Guesty has no obligation to verify the accuracy, correctness, or completeness of such information and shall not be liable for any losses or damages resulting therefrom.
– Third-Party Integrations. To support a seamless data flow, you will coordinate with any relevant third-party systems (such as website developers, API executions, OTA accounts, or operations tools) to confirm they are ready to receive data. You will manage and test these integrations in accordance with third-party requirements and Guesty’s API documentation, ensuring that any tools no longer in use are deactivated to maintain account performance.
– Client Cooperation. To support a smooth onboarding process, you will respond to Guesty’s technical requests in a timely manner and ensure that the designated SME is available for all scheduled sessions. Guesty shall not be responsible for delays or issues arising from incomplete, inaccurate, or late information or inputs.
– Completion of Self-Learning/Academy Courses. Completion of the relevant Guesty Academy courses as required, in order to maximize the effectiveness of Consultancy Hours, ensure a smooth onboarding process, and enable Guesty to provide efficient support.
– Workflow Creation. As part of onboarding, you will build internal messaging workflows and provide accurate and complete data for all templates. While Guesty may offer guidance or help identify potential gaps, the creation, content, and final approval of all workflows and templates remain your responsibility.
– Validation. Prior to Go-Live, you will validate all configurations and complete account-level testing. All onboarding tasks, settings, and imported data must be reviewed and approved by you.
7. Other Terms.
7.1. Guesty onboarding services may also be delivered through Guesty-certified implementation third parties, in accordance with their applicable processes and terms. Guesty continues to provide access to the Platform and core enablement, and the delivery approach and execution of services are managed independently by such third parties.
7.2. Guesty is not responsible for the configuration or limitations of third-party platforms (e.g., smart locks, payment processors) not directly supported by the Guesty Pro onboarding implementation team.
7.3. Guesty does not guarantee revenue outcomes, financial performance, or business results as part of Guesty Pro onboarding services.
7.4. Guesty may update these Terms, in whole or in part, at any time and from time to time. By continuing to use the Guesty services, the Customer agrees that it has read the updated Terms and that any use is subject to it. In case of legal requirement or necessity, Guesty may also introduce immediate changes to these Terms.
7.5. Guesty’s Terms of Service and Privacy Policy are incorporated into and supplement these Terms. If there is any inconsistency between these Terms and the Terms of Service, these Terms will prevail.
7.6. In case of conflict between your Agreement with Guesty and these Terms, the Agreement shall prevail.
7.7. You may contact Guesty with any questions or comments at ob@guesty.com.