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FAQs & Troubleshooting - Account & Settings
FAQs & Troubleshooting - Account & Settings

In this article, we answer some of the most commonly asked questions about your account and settings.

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Written by Assistant
Updated over a week ago

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!

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. We can't add an image file - it must be a link!

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 schedule a call with the support team?

Due to limited availability, we can currently only offer Zoom support calls on a limited basis. We do not have an inbound support phone line at this time.

How can I unsubscribe from townhall notifications?

Get in touch with our support team, who can remove you from the mailing list.

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.

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.

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