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 to reach us
In-app: click the ? icon on the bottom left on a laptop/desktop or Menu > Help on mobile to start a conversation. This is the fastest route for most questions, because we can see your account context and Smarty can start automatically answering your questions.
Email: write to [email protected] from the email address associated with your Hospitable account.
Reporting a security issue?
Please email [email protected] directly instead of using general support. This routes your report to our security team for faster triage.
Response times depend on your plan. See "What is Priority Support?" for details.
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 you saw 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 to the link to record a screen recording.
Reporting an issue with a specific reservation
If the problem is tied to one reservation, such as wrong dates, 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.