This article provides quick answers to common questions about Direct bookings. Use it to troubleshoot issues or find the right article for more detailed guidance.
This article applies only to Direct bookings made through Hospitable.
For bookings made through Airbnb, Booking.com, or Vrbo, refer to the Help Center articles for those platforms.
Getting Started with Direct
What’s the difference between Direct Basic and Direct Premium?
Direct Premium includes built-in payment processing, identity verification, and additional protections. Direct Basic requires connecting your own payment processor.
Also see: All About Direct Bookings
How do I check which Direct plan I’m on?
Your plan depends on your property location and setup.
Also see: All About Direct Bookings
What does “Merchant of Record” mean?
For Direct Premium, Hospitable may act as the Merchant of Record, meaning payments are processed and handled on your behalf.
Also see: Merchant of Record for Direct Bookings
How long does it take to set up Direct?
Most setups can be completed in one session, but it depends on completing all required steps like payouts, pricing, and site setup.
Also see: Direct Setup Checklist
Payments, Payouts, and Taxes
When will I receive my payout?
Payout timing depends on your Direct plan and payment setup.
Why is my payout method not verified?
Verification may fail if required information is missing or doesn’t match your bank details.
Also see: Verify Your Bank Account for Payouts
How are taxes handled?
Tax handling depends on your plan and region. Some taxes may be calculated and remitted automatically.
Do you support payment processing in all regions?
Payment support depends on your Direct plan and Stripe availability in your country.
Bookings and Guest Management
Can I change a guest’s email address?
Guest email addresses cannot always be edited after a booking is created.
Also see: Managing Direct Reservations
Can I block dates only on Direct?
No. Direct uses the same Hospitable calendar as your other connected channels. If you block dates on your calendar, those dates are blocked everywhere, including Direct and OTAs.
If you only want to stop accepting Direct bookings temporarily, unpublish your Direct site, disable widgets, or adjust your Direct setup instead of blocking calendar dates.
Also see: Publishing Your Direct Booking Site
Can I disable Instant Book?
Yes, you can switch to request-to-book depending on your configuration.
Also see: Instant Book for Direct
Pricing and Availability
Why is my price different on my Direct site?
Price differences can be caused by taxes, fees, discounts, or currency settings.
Reviews and Guest Experience
Can guests leave reviews for Direct bookings?
Yes, guests can leave reviews after their stay through the Guest Portal.
Can I show Airbnb or Booking.com reviews on my site?
Yes, reviews from connected channels may be displayed automatically.
Troubleshooting Common Issues
My guest didn’t receive a confirmation email
Check:
The guest’s email address is correct
The email was not filtered as spam
Your messaging rules are active
Also see: Understanding Direct Booking Emails
What happens if a guest’s payment fails?
The booking may remain incomplete or require follow-up.
Also see: Direct Booking Payment Failures
How do I issue a refund?
Refunds can be issued based on your payment terms and booking details.
Also see: Direct Booking Refunds
Why isn’t my Direct site working?
This may be due to incomplete setup, unpublished site, or missing requirements.
Also see: Direct Setup Checklist
Key Things to Know
This article provides quick answers and links to detailed guides
Some features depend on your Direct plan and region
Most issues are related to setup, payments, or configuration
For step-by-step instructions, follow the linked articles above
My guest paid, but got a message saying the dates are no longer available. Will they be refunded automatically?
Yes — automatically, with no host action needed.
This happens when another booking is accepted for the same dates between the moment your guest opens the checkout page and the moment they submit payment. The booking can't go through because the dates are no longer free.
Here's what actually happens to the guest's money:
When your guest submits payment, Hospitable places an authorization hold on their card. This is not a charge — it temporarily reserves the funds while we confirm the booking.
Because the dates are already taken, Hospitable rejects the booking and immediately tells the bank to release that hold.
No charge is finalised. The guest will see the pending hold drop off their statement, typically within 3–5 business days (occasionally up to 7, depending on the issuing bank).
The guest may briefly see a “pending” line on their bank statement. This is the authorization hold and will disappear on its own — it is not money that left their account.
The error message your guest sees will look like this:
“The selected dates are no longer available. Please select different dates.”
If the guest wants to book different dates, they can return to your Direct site and start a new booking — their card has not been charged.