This article is for Hospitable hosts. Use it to find the fastest way to reach support for your plan, report a bug so our team can act on it quickly, book time with Product or Engineering for feedback, or find our Community and Town Hall. 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.
How can Smarty help me?
Smarty is Hospitable's AI chatbot — available to every host, right in your account's chat window.
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 do I reach Hospitable support?
There are a few ways to reach Hospitable support, and which ones are available to you depends on your plan.
Which support channels are available on my plan?
Host, Professional, Mogul, and Legacy plans: email [email protected], use live chat, or post in the Community.
Essentials plan: chat with Smarty, our AI bot, only — human live chat and email support are not included on this plan — or post in the Community.
How do I contact support from 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.
Having trouble starting a chat with support? See Troubleshooting issues with the support chat button.
💡 Tips: To close the chat box, click the down arrow in the bottom-right corner. To find your old chats with support, click Messages from the bottom navigation.
How do I contact support from 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.
Once you send your message, Smarty responds right away in the same chat window — if it can't resolve your issue, it will escalate the conversation to a human teammate and you'll be notified there when they reply.
How do I contact support by email?
In addition to chat, Host, Professional, Mogul, and Legacy plan hosts can contact Hospitable support directly through email.
Email: write to [email protected] from the email address associated with your Hospitable account.
How fast will support respond to me?
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.
What is 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 do I report a bug or issue 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.
How do I report 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.
What else helps support resolve my issue 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.
How do I find answers in the Help Center?
You can also explore the Help Center for quick answers to your questions. Click the question mark icon on the bottom-left side by your account avatar to navigate to the Help section, then type your question in the search bar at the top of the page to find relevant articles.
How do I book an Office Hours call with Product or Engineering?
If you have thoughtful feedback, feature ideas, or product suggestions you'd like to share directly with the Product or Engineering teams, you can book an Office Hours call. Office Hours are best for high-level feedback and discussions about how Hospitable works or how it could work better for you.
Important: If you're experiencing a specific issue or something isn't working as expected, Smarty and the Support Team can help much faster — reach out via email or chat instead.
Click the question mark icon on the bottom-left side by your account avatar.
Click Give Feedback.
Select Book an Office Hours Call.
Add the event to your calendar.
You'll see a confirmation once the event is booked, and receive a calendar invite with the call link.
How do I join the Town Hall?
The Town Hall is a place to ask questions, share feedback, and hear updates directly from the team, alongside other Hospitable hosts. A live Town Hall runs on Zoom every other Wednesday at 9am PT / 12pm ET. Each session lasts one hour and includes dedicated time for attendee questions.
Where is the Community page?
If you're looking for advice, best practices, or tips from other hosts, the Community is the best place to go. It's host-to-host, so it's ideal for learning how others use Hospitable, getting opinions or ideas from experienced hosts, and sharing what's worked well for you. You can access it at https://community.hospitable.com/, or from your Hospitable account by clicking Community on the left-side menu.
Who do I contact about a security concern?
For any concerns related to account or data security, email [email protected] directly.