Here are some questions that we see regularly. We don't want you to wait longer than you have to for an answer, so see if your question is answered here before contacting us!
Can I pause my subscription?
This isn't something we offer, at present. If you need to take a break from Hospitable, you can cancel your subscription and join us again later. We'll keep your account and information safe while you're away!
Do you support payment processing for Direct bookings?
Not right now, but it is on the way. Look out for announcements towards the end of Q1!
How can I confirm that a scheduled message has been sent?
Head over to Guest experience > Logs to see the time and date a message was sent. You can also click on each entry to see the message sent.
How can I disconnect Airbnb/Vrbo/Booking.com from my Hospitable account?
To disconnect Airbnb or Vrbo, go to Connected accounts and click the Edit button on the account. Select Delete from the dropdown menu.
For Booking.com, you have to do this from within their platform. Please see this article for details.
Once an account has been disconnected, we will immediately remove the relative listings from Hospitable along with any information we hold on it.
How long does it take for my Direct site to be up and running?
Why isn't my Direct site working?
Once you've completed your setup and hit Publish, we start working on issuing your site with an SSL certificate. This can take up to 24 hours but is usually completed within 30 minutes.
If you've been waiting for longer than 24 hours, please get in touch with us.
If you have set up your Direct site with a custom domain, please ensure you set up your DNS records correctly with your provider. See this article for the information you need to do this.
How often is my account synced?
We continuously pull in reservation information to place blocks on your calendar and avoid conflicting bookings. Most other information, such as availability and pricing, is synced every 4.5 hours. Any changes you make to these will be applied during the next sync.
If you have PriceLabs connected, we receive their update once a day. Price updates are pushed to your properties during the following sync action.
What does Resolve mean in the inbox?
Resolving a conversation is essentially archiving it. You would do this if your guest has already checked out and left a review, or if you have already responded to an inquiry. This allows you to keep your inbox clutter-free to focus on your current guests.
To access your resolved conversations, go to Inbox > Resolved.
What is the difference between a Property iCal and a Teammate iCal?
A Property iCal displays the reservations associated with a particular property. Each entry provides multiple pieces of information, including the guest's name, the total number of guests, and check-in and check-out times, among others.
A Teammate iCal displays the tasks assigned to a particular teammate. Each entry provides the time and date they are required and the address of the property, plus more!
Check out this article to learn more!
What is the difference between a Task rule and a Notification rule?
A Task rule creates tasks related to your properties and reservations. For example, cleaning after a check-out, or cleaning the AC filters every few months.
A Notification rule is used to send SMS or email notifications of events (like a new or altered reservation) or scheduled tasks (cleaning).
Creating a task rule doesn't automatically create a notification for it. Check out this article for more about Task rules, and this articles for more detail about Notification rules.
What is the difference between a Teammate and a Secondary user?
A Teammate is a person to who you would be assigning tasks to. For example, a cleaner or a concierge. Using Task rules, you can automatically assign a task for them to complete, then use a Notification rule to let them know about it. A Teammate doesn't have access to the Hospitable app.
A Secondary user is somebody who can log in to your account. They may be able to view reservations, assign tasks, or edit your Messaging rules, depending on the level of access you have given them. A Secondary user doesn't have tasks assigned to them.
It's possible to have a person be both a Teammate and a Secondary user. You could add a cleaner as a Teammate and a Secondary user, giving them access to view tasks and the Calendar. This would allow them to be assigned a cleaning task, then log in to Hospitable to view the task on your Calendar. Both must be done separately, though.
Why are my smart lock codes scheduled for an hour earlier/later?
There are a few things you can check on your end:
Do you have a buffer set? This allows codes to start or end at different times based on your setting. Go to Apps > *your integration* > Review settings to check this.
Could Daylight Savings Time be affecting them? In the US, clocks go forward on the 2nd Sunday of March, and go back on the 1st Sunday of November. We will schedule codes accordingly - if a guest will be checking in in April, their code will appear to be scheduled an hour early if you were checking it in February. Likewise, a code scheduled in December would appear to be an hour late if you were checking it in August. They will be correct when check-in time arrives, so don't manually change them!
Are your locks in a different time zone? We set your codes based on the check-in time of your property, which is not always your local time. If you live in Florida (EST) and your property is in California (PST), you will see a difference of a few hours when looking at the times on your app. Rest assured, the codes will be loaded when by the time they are needed!
If you don't think it's any of these, please contact our support team.
Why can't I be added as a Secondary user?
If you already have your own Hospitable account, your email address can't be associated with a different account. You need to either use a different email address or Contact us so we can migrate your account to another. Please note that doing this will remove your own account, losing all information associated with it.
Why don't I have the option to merge/mute a property?
This function is only available to the owner of the account. If you are a secondary user, you'll need to contact them to do this for you.
Why can't I see the smart lock codes for my guests in the August/Yale/SmartThings app?
We use a platform called Seam to send the codes to your locks. Seam doesn't currently support scheduled codes, meaning any code we send will be active immediately. Due to the obvious security issue with this, we send the code 10 minutes before it is required. It is created on our system as soon as the reservation is received, but isn't sent to the lock until the last minute to make sure it can't be used beforehand.
Until the code has been sent to your lock, it doesn't actually exist there. This is why you can't see it on your app. You can confirm a code has been created, though, by going to a conversation thread and scrolling down to the Property access section. There, you'll see the code(s) we have created for your matched locks.
Why have I received a Reservation Sync Failed email?
We have tried to block the calendar on a connected channel, but we were unsuccessful on the first attempt. We will continue trying to place the block, and are usually successful on the second or third attempt, but we let you know as early as possible so you can manually attempt to do it. We don't want you getting any double bookings!
As a backup, you could import your property iCal into the connected channels. This way, even if Reservation Sync fails, the channel will detect the reservation on your calendar and apply the relevant block.
Why isn't my availability/pricing syncing with Airbnb/Vrbo/Booking.com?
The most common cause is having custom availability or pricing rules set on the particular channel. These rules, such as Rolling availability or Smart pricing on Airbnb, will override the information we send. Try removing the rules!
Why isn't my iCal link working?
If you don't see any events populating on the calendar after importing the iCal feed, or you receive a message saying it's an invalid link, try replacing webcal:// with https:// in the iCal URL.
Why was my message sent later/earlier than scheduled?
We have a setting called Enforce time restrictions. This prevents scheduled messages from being sent to guests between 9 pm and 9 am, so as not to disturb them. By default, this setting is enabled.
If you have your message scheduled between these hours, we will reschedule to the nearest 9. For example, a check-out message scheduled for 6 am would be sent at 9 am instead.
To enable/disable this setting, go to Settings > Preferences > Guest experience.