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  4. Connecting Airbnb listings

Resolving failed or pending Airbnb listings

When attempting to import, publish, link or reconnect a listing between Guesty and Airbnb, its status will be "Pending" for up to 24 hours until it's "Connected", with an additional 72 hours required for the listing's data, reservations, and guest messages to sync to Guesty.

If the connection is "Failed", navigate to Guesty's self-service dashboard for Airbnb to identify and resolve issues syncing issues independently.

Alternatively, use the troubleshooting guide below to identify and resolve the issue. 

Basic checklist

Ensure your listing is configured according to the following checklist:

  • Check that your Airbnb account is in “Connected” status in the Airbnb integration page in Guesty. If the status is “Not connected”, reconnect the account.
  • Ensure your listing’s settings match all requirements mentioned for the connection process you used for importing, linking, publishing, or reconnecting the listing.
  • Register or verify your property on Airbnb. This process may include submitting identification documents, providing valid permits, and proof of address. If your status is still pending after you’ve verified your listing on Airbnb, contact us.

Failed listings

If the connection process fails, the listing status will display “Failed” on the Airbnb integration page in Guesty.

Follow the instructions below to resolve a failed status if an error message is displayed.

1. Solve issues using the self-service dashboard

  1. Locate the following actions along with the Listing ID in Guesty: publish_listing, import_listing, or reconnect_listing.
  2. Click the dropdown arrow next to the relevant entity ID to learn more about the error and how to solve it.
  3. Navigate to the Airbnb integration page in Guesty to reconnect the listing. 

2. Solve issues using the integration page errors

If you unable to find the solution via the self-service dashboard, follow the steps below to solve the issue.

Step by step:

  1. Sign in to your Guesty account.
  2. In the top navigation bar, click the mode selector and select Growth mode.
  3. Click Distribution.
  4. Under the Airbnb thumbnail, click Connected listings.
  5. Locate the failed listing and hover over the error on the far right to view additional details.
  6. Follow the instructions if any are displayed (for example, click Fix now, or contact Airbnb when directed). Once done, click the “Failed” status on the integration page, and change it to Retry.

Pending listings

Before attempting to resolve a pending listing, check your notifications in Airbnb for the following:

  • Your listing was flagged for violating Airbnb's rules.
  • Additional validation for the listing is required, such as supported bed types and bedroom arrangements, or content attributes that adheres to Airbnb's content policy.

If the listing status is "Pending" for more than 24 hours, follow the troubleshooting steps according to the error.

Common errors and troubleshooting

Address and location issues

Error message Explanation Action
"Apt cannot be null" The apartment number is missing from the listing address. When a listing type is an apartment, you must add the apartment number in the apartment field in the listing address in Guesty (if publishing) or in Airbnb (if importing).
"The values for lat and lng that you have specified are too far away from your address" The provided geo-coordinates are inconsistent with the listed address.

Follow these instructions to use coordinates as the listing's address in Guesty.
"You can't change your listing's address once you've started receiving reservation requests. If you need to make an update, please contact support." Airbnb doesn't allow address changes after receiving reservations. Contact Airbnb Support to update your listing address.
"For Guesty internal use only: Once a listing is verified, major address changes aren't allowed. If needed create a new listing. Error code: HTTP_RESPONSE_ERROR." Unsupported listing address changes were detected after verification. If you made any changes on the address during the connection process, contact Airbnb support.

If no changes were made during the connection process, contact us.

Content and formatting errors

Error message Explanation Action
"We can't save your info yet. Links and contact info can't be shared" Text fields contain forbidden content (emails, links, phone numbers, emojis, abbreviations, etc.). The listing's title, description fields, and house rules must adhere to Airbnb's content policy, and exclude the following:
  • Email addresses
  • Website links
  • Phone numbers
  • Emojis and symbols
  • Abbreviations (Mr, Ms)
  • Repetitive special characters
  • All-capitalized words (such as "CC").
  • Two words (or more) connected with a dot will be considered a website address and will cause an error to appear. I.e., [word].[word].

For imported listings, update the content in Airbnb.

For published listings update the content in Guesty.
"All caps isn't allowed in listing titles" Listing titles cannot be all uppercase. Update the listing title in Guesty if publishing or in Airbnb if importing.
"...property_type_category must be one of [...]" The Airbnb property type is not supported by Guesty. Change the property type in Airbnb to one of Guesty's supported types.
For Guesty internal use only:
'added_details' exceeds 300 characters. Error code: HTTP_RESPONSE_ERROR		 The "Add helpful details for your guests (Optional)" Guest Safety description exceeds the 300 character limit.

Update the description under "Add helpful details for your guests (Optional)" so that it doesn't exceed 300 characters.

Once done, return to the Airbnb integration page in Guesty. Locate the relevant listing and click Retry.

Photos and media issues

Error message Explanation Action
"Photos should have length not less than minValue.pictures.length = 0, minValue = 1" No photos were detected for the listing. Re-upload your photos in Guesty(if publishing or in Airbnb if importing with a maximum resolution of 1920x1080 and a maximum file size of 4 MB.
"Request entity too large" Photo file(s) are too large in size. Re-upload your photos in Guesty(if publishing or in Airbnb if importing with a maximum resolution of 1920x1080 and a maximum file size of 4 MB.
"Accessibility features require at least one photo. To delete it, please add another photo or disable the feature." An accessibility feature has no corresponding photo. Add a photo for the accessibility feature or disable the feature in Airbnb:

1. Click Listings and select the listing you want to edit.

2. Under "Listing editor", click Your space.

3. Click Accessibility features.

4. Click "I have this feature" and add photos for any accessibility feature you've added.

5. Click Save.
"This amenity is under review; no photo uploads or deletions are allowed." You are tying to delete a photo assigned to an amenity under review by Airbnb.

You can't remove or delete photos until Airbnb finishes the process.

 Wait until Airbnb finishes their review to remove the photo.

If you don’t know what amenity is under review, contact us.

Listing status and sync errors

Error message Explanation Action
"For Guesty internal use only: Listing is deleted. Error code: HTTP_RESPONSE_ERROR" The listing was deleted on Airbnb and is no longer connected.

Follow the instructions to publish the listing.
"For Guesty internal use only. This listing has been published, you cannot change synchronization category to sync_undecided anymore. Error code: HTTP_RESPONSE_ERROR" An attempt to fix a failed listing connection was made in Airbnb instead of Guesty.

Disconnect the listing from the integration page in Guesty and reconnect it.
"Unfortunately, this listing is no longer available" The listing doesn't exist on Airbnb.

Click the sync icon on the integration page, then refresh the page. The listing will be removed from the dashboard.

Then, publish the listing.
"Failed to import please contact Guesty's solution for more details."   Contact us.
"You do not have permission to access this resource" The listing doesn't exist on Airbnb.

Click the sync icon on the integration page, then refresh the page.

If the listing is no longer displayed, make sure the listing is listed on Airbnb.
"You can't reconnect the listing because: This listing is already connected to the Airbnb account" The Guesty listing is already linked to an Airbnb listing. Unlink the listing before reconnecting.
"You cannot publish this because: The listing is already available on the integration. Please reconnect it instead of publishing." The listing already exists in the integration.

If the listing is in the integration page, reconnect it.

If the listing isn't in the integration page, click the sync icon then refresh the page.
"403 error API token is outdated" The Airbnb listing ID is invalid or outdated. Click the sync icon on the integration page, then refresh the page. This will cause the Airbnb listing ID to disappear.

"To complete the import the listing must have: 1 or more beds."

"To complete the import the listing must have: (1) At least 1 photo. (2) A full address. (3) 1 or more beds. Once updated, click Failed > Retry. Error code: IMPORT_MINIMUM_REQUIREMENTS_NOT_SATISFIED"

"Path beds (0) is less than minimum allowed value (1)."

 Missing required listing information (photo, address, or bed).  Check that the listing has at least one photo, a full address, and at least one bed in Airbnb.
"A listing with the nickname you chose already exists." The nickname of the imported Airbnb listing is the same as that of an existing listing in Guesty. First, disconnect your listing from Guesty, then click to sync the account. Then, import the pulled listing.

Listing settings and policy violations

Error message Explanation Action
"Your listing cannot be published at this time. Please contact customer support for more information." An unknown policy issue is preventing publication. Contact Airbnb Support for assistance.
"Your request could not be completed because of a trust check error" A trust/security check failed. Contact Airbnb Support.
"You need to register your place before you can list it." You may be required to have a license to lease the property in your jurisdiction.

If importing a listing from Airbnb, add your license details to Airbnb.

If publishing a listing to Airbnb, check Airbnb's responsible hosting article, and follow any hosting prerequisites or limitations that apply to your region. For example, in some regions, you may need to register your property before leasing it.
"allows_pets_as_host in booking settings should be enabled before setting PASS_THROUGH_PET_FEE" Pet fee was set while "Allow pets" is disabled. Set the listing to allow pets.
Based on your cleaning fee of "X", the minimum nightly price you can change is "Y".

There is an issue syncing the cleaning fee with Airbnb.

The fee will only sync if it complies with the following rules: If the base price is less than $600, the cleaning fee must be between $5 to $600. If the base price is more than $600, the cleaning fee must be less than $600+25% of the daily price (base price for one night).

 Update the price of the cleaning fee or base price. You can use this calculation for listings with a base price of over $600: [(Nightly rate amount) x 25%] + $600 = maximum amount for the cleaning fee.
"Cannot remove guest requirements required by your building" Building rules are applied to your listing, including guest requirements.

To use instant booking, add the two verification requirements. 

If the issue isn't resolved, contact your building owner to understand what limitations apply to your listing.
"Your listing is suspended due to low ratings." The listing was suspended for poor reviews or quality issues. Contact Airbnb Support.
"You must accept additional Airbnb terms of service" New Airbnb terms of service must be accepted. Click the provided link to accept the terms.
"Invalid cancellation policy" A "Firm" cancellation policy is not supported for listings located in Italy. Disconnect the failed listing from Guesty. Then, change the listing's cancellation policy to one of Airbnb's supported types.
“You can not publish your listing until you have confirmed your address” The “location verification” is missing on Airbnb.

Verify your listing's location via Airbnb.

Once verified, try to connect again.

Fee, pricing and occupancy

Error message Explanation Action
"You've set a maximum stay of X nights. Choose a minimum stay less than that." The listing's maximum nights per stay are lower than the minimum nights per stay. Update the maximum or minimum number of nights in Guesty (if publishing) or in Airbnb (if importing).
"You can only host long-term rentals (28 or more)" (or another number) The listing's minimum night must be higher than (the mentioned number). Update the number of minimum nights per stay.
"Please use a guests included number of at least 1." The number of guests in the extra person fee must be at least 1 In the "basic fees" setup, adjust the value of 'For each guest after' to 1 and click Save.
"Please use a value between X and Y" (cleaning fee sync error) Cleaning fee is out of allowed range relative to base price. Check that your basic or additional fees aren't higher than the listing's base price. For example: If your base price is 100$, your pet fee must be between 0$ and 99$.
"Please use a base price of at least X but no more than Y" / "Please use a weekend price of at least X but no more than Y" Base or weekend pricing is outside Airbnb’s allowed range. Adjust the prices to comply with Airbnb requirements.

Multi-unit / sub-unit conflicts

Error message Explanation Action
"One of this listing's units is already connected to the channel. If you wish to proceed, please disconnect the single unit first." A sub-unit is already connected, so cannot publish a multi-unit. To publish a multi-unit from Guesty to Airbnb, disconnect any connected sub-units from Airbnb. Only the main unit can be published.
"You can't publish this listing because: The listing doesn't have any beds. Please edit in the 'space arrangement' tab." The sub-unit didn't inherit the space arrangement from the multi-unit due to sync issue.

Edit any room name in your multi-unit's room arrangement settings (such as adding a space).

This triggers a sync that updates all sub-units with the correct data, resolving the publishing error.

 

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