Our support team aims to resolve every question and issue as quickly as we can. The tips below help us get to a fix faster and save you a round-trip of follow-up questions.
Use Smarty to your advantage
Smarty is our AI chatbot.
Smarty is equipped with the full knowledge of our help centre, as well as multiple action tools to help answer your questions and resolve your issues faster!
Providing Smarty with the details of your inquiry (such as a property name or ID, a reservation code, or specific calendar dates or messaging rules you may be having an issue with) helps it quickly and reliably resolve your issue.
Anything Smarty can't handle will be escalated to a human.
💡 Smarty is incredibly capable.
Start off by providing your details to Smarty, and see if it can't answer your questions or resolve your issue. If it can't, it will escalate to a human.
How to reach us
There are a few ways in which you can reach out to Hospitable support.
On a computer browser
Click on the red circle in the bottom-right of your screen.
Click Start a conversation.
Type in your question or what you need help with. Remember to give as much detail as possible, such as a property name or ID, a reservation code, or specific calendar dates or messaging rules you may be having an issue with.
If you do not see the red circle in the bottom-right corner:
Click the question mark icon in the bottom-left corner of your screen.
Click on Contact support.
This should open up a chat window, through which you can start a conversation with Hospitable support.
On the mobile app
Click Menu
Select Help
Select Messages
Click Send us a message
Type in your question or what you need help with. Remember to give as much detail as possible, such as a property name or ID, a reservation code, or specific calendar dates or messaging rules you may be having an issue with.
Through email
You can contact Hospitable support directly through email as well.
Email: write to [email protected] from the email address associated with your Hospitable account.
Support response time
Hospitable support tries to respond to everyone as quickly as possible. At times of high volumes, first responses from support can get delayed.
💡 Our chatbot, Smarty, answers all hosts immediately and can resolve a lot of issues without the need for human support!
Make sure you give Smarty a try, and that you provide it with all the necessary details of your query.
Priority support
Hospitable offers a Priority support subscription option to all hosts!
You can find this under:
Hospitable > Settings
Plans & billing
Support tiers
Priority support guarantees hosts a priority first reply, but does not guarantee faster follow-up after first contact or a faster issue resolution. Those depend on the severity of the issue and the volume in support at the time.
For more information on priority support, see: Priority and VIP Support
How to report issues to Hospitable support
When reporting a bug or product issue, please include:
What you were trying to do, in one sentence. Example: "I was trying to send a scheduled message to my guest."
What happened instead? Example: "The message didn't go out, and the Inbox shows it as scheduled but past its send time."
Where in Hospitable did you see the issue? Paste the URL from your browser address bar if possible.
Identifiers we can look up: guest name, reservation confirmation code, property name, or Hospitable property ID. Without these, we can't start an investigation.
When it started. Example: "today at 14:00 GMT," or "after I reconnected my Booking.com listing on Monday."
A screenshot or short screen recording if it's a visual or workflow issue. Ask Smarty for the link to record a screen recording.
Reporting an issue with a specific reservation
If the problem is tied to one reservation, such as a reservation booked on blocked dates or below the price you had set in your Hospitable calendar, a missing payout, or a message that didn't send, include the reservation confirmation code and the channel (Airbnb, Booking.com, VRBO, Agoda, or Direct) in your first message. That's the single biggest thing that speeds up reservation-related investigations.
Things that help us help you faster
Share what you expected to happen. The first step of any resolution is understanding what you wanted the system to do.
One issue per conversation. If you have two unrelated problems, start two separate conversations, so they'll be routed to the right specialists.
Reply in the same conversation thread for follow-ups rather than starting a new one. That keeps all the context in one place.