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 display reviews from Airbnb on my Direct booking site?

This isn't currently supported, but it has been raised as a feature request. You can vote for it here!

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 in beta test with select users now! Check out our article here for all the info and updates.

How can a Direct guest leave a review?

This isn't currently supported, but it has been raised as a feature request. You can vote for it here!

How can I change my Hospitable profile picture?

Contact our support team to do this for you. Please provide them with a link to your picture (Google Drive, Dropbox, etc.) that won't change so they can use it to set the picture.

You can't currently change your profile picture yourself, though this has been raised as a feature request. You can vote for it here!

How can I confirm that a scheduled message has been sent?

You can view scheduled messages for all users in Guest Experience > Logs, or go to the conversation of a specific guest in the Inbox and look at the Activity section in the sidebar to see only that guest's automated messages to see the time and date a message was sent. You can click on each entry to see the log details.

How can I disconnect Airbnb/Vrbo/ 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, 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 and any related bookings.

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 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.

If you've been waiting for longer than 24 hours, please get in touch with us.

How often is my account synced?

We continuously pull in reservation information to place blocks on your calendar and avoid conflicting bookings.

Any manual updates made to your Hospitable calendar will immediately be pushed to all channels, regardless of sync settings.

Non-reservation-related availability, pricing, and min-night stay are pulled in from your lead listing every 4.5 hours, if those sub-sync options are enabled in your Sync Settings, and pushed to your other connected channels.

If you have PriceLabs connected, they send an update once a day. Price updates are pushed to your properties during the following sync action.

Your channels are also synced every 2.5 hours for any changes to your listing data or if new listings have been added. This can be sped up by selecting Re-Sync for the channel on the Connected Accounts page.

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 article 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.

See this article for more about Teammates, and this article for more about Secondary users.

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?
    There is a bug in our Schlage Encode integration which can cause codes to be set for the incorrect times due to a conflict with DST. Schlage is aware of this and is working on a fix. You can change them yourself manually to ensure they are correct for your future guests.

  • 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 as a secondary user. You need to either use a different email address or Contact us so we can migrate your account to being a secondary user on another account. 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?

Until a code has been sent by us and successfully accepted to your lock, it doesn't 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.

If a code has been created, but not yet set on the lock, we will continue to retry setting the code.

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/

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.

For example:



Why was I charged a foreign transaction fee?

This fee is implemented by your bank, not us. We don't have any control over this, unfortunately. If it was up to us, you wouldn't be charged it!

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.

Why was my payment declined?

There have been occasions in the past where banks have blocked payments due to them being classed as foreign transactions. Hospitable is registered in Estonia, so many US-based banks require the account owner to authorize the transaction.

We recommend you contact your bank to ensure that your account permits foreign transactions.

You can also contact our support team for further details, though we do not always have additional information to provide.

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