Data is not syncing between Guesty and Airbnb

Once your Airbnb account is connected to Guesty, you can connect your listings between Guesty and Airbnb in the following ways:

• Import your Airbnb listings to Guesty (Pro users), or connect your account and import your listings to Guesty (Lite users).
• Publish (“push”) your listings from Guesty to Airbnb (Pro users only)
• Link (“map”) your existing Airbnb listings to your existing Guesty listings.
• Reconnect a disconnected listing between Guesty and Airbnb.

When the listing is connected between the two platforms, its related features - rates and availability, reservations, and guest messages - will sync between the two platforms. Additionally, content attributes will sync between Guesty and Airbnb for listings with a “Full sync” setting. Pro users can set a different syncing type for their listings, a “Limited sync” setting. In this case, the listing’s content attributes will be managed in Airbnb and won’t sync to Guesty. 

All changes and updates to a listing’s features are expected to sync between Guesty and Airbnb within a few minutes. However, during high-load activity, it could take up to 24 hours.

When importing a listing, it can take 24 hours for the listing's status to change to "Connected", and an additional 72 hours until all the listing's data, reservations, and guest messages will be imported to Guesty.

If you experience significant syncing delays, or if updates don’t sync between Guesty and Airbnb, use this troubleshooting article to identify and resolve the issue.

Issues may be encountered on the following layers (from highest to lowest).

• Account-level issues (ex., the account is suspended)
• Listing-level issues (ex., the listing is not connected to the channel)
• Data type issues: rates and availability or content attributes (i.e., pricing discrepancies between Guesty and the channel)
• Reservation issues/messages issues

We recommend following all the steps, as syncing issues in higher levels are likely to affect the lower levels. For example, if the account is suspended, it will likely affect all the account’s listings and their related features.

Account-level issues

The account is not connected

If the account is not connected through Guesty, all the account listings and their features won’t sync between Guesty and Airbnb, including the listing’s rates, availability, content attributes, reservations, and guest messages. 

Follow the steps above to check if your Airbnb account is connected through Guesty.

The account is suspended by Airbnb

Airbnb may suspend or deactivate an account due to a violation of Airbnb’s community standards. 

Once an Airbnb account is suspended, either temporarily or permanently, the following Guesty features will be blocked:

• Listing features won’t sync between the platforms, including the listing’s rates, availability, content attributes, reservations, and guest messages (including message automations).
• Your listings will be removed from Airbnb search results and won’t be bookable.
• Airbnb will temporarily hold payouts for completed reservations.

Additionally, upcoming reservations (confirmed or pending approval) may be canceled, and you may not receive compensation.

Follow these steps:

1. Upon your next login to Airbnb, you’ll be prompted to perform Airbnb’s “Review Your Account” procedure. If not, contact Airbnb’s Support to resolve the issue.
2. Once Airbnb lifts your account’s restrictions, disconnect and reconnect your account via the Guesty dashboard.
3. Reconnect your listings via the Guesty dashboard.

The account was reactivated following deactivation

Your account may be deactivated due to a failed payment. Upon its reactivation, you must contact us to resync your account and listings. Otherwise, all reservations created while the account was inactive won’t sync to Guesty.

Added or removed listings didn’t sync to Guesty

If you added or deleted listings in Airbnb after the account was connected to Guesty, you’ll need to manually “pull” them to Guesty. Click on the account page (or Sync listings next to the relevant account for Lite users) on the integration page,  then refresh the page.  It can take 3-5 minutes for a new listing to appear and for deleted listings to disappear.

Listing-level issues

The listing is not connected or unlisted

If the listing is not connected to Airbnb or is unlisted, its features won’t sync between Guesty and Airbnb.

Check that the listing is connected to Airbnb:

1. In the integration page, click the relevant Airbnb account.
2. Check if the relevant listing’s status is “Connected”. If the status is “Disconnected”, click it, and change it to “Connected”.

Check that the listing is listed on Guesty and Airbnb:

Also, check if you’ve received a notification from Airbnb regarding your listing.

1. Sign in to your Airbnb account.
2. Click Insights.
3. Click Listing issues.

The listing is suspended by Airbnb

If your listing status is "Connected" in Guesty, but when trying to access the listing page in Airbnb you are redirected to an Airbnb landing page or an error 400 page. In this case, the listing was likely suspended by Airbnb due to a violation of Airbnb community standards. However, the listing will remain active, listed, and connected in Guesty, and billing for it continues. 

Follow these steps;

1. Contact Airbnb Support for further assistance. 
2. After Airbnb reactivates the listing, sync and relist your listing:
   1. Sign in to your Airbnb account.
   2. Check that the listing is “Listed”.
   3. Go to Listings.
   4. Click Fix Now.
   5. Unlist and relist the listing on Airbnb.
   6. Follow the instructions above to unlist and relist the listing in Guesty.

The listing is unlisted in Airbnb but listed in Guesty

• When importing a listing from Airbnb, the listing in Guesty will retain the same listed status as in Airbnb (i.e., if it was unlisted in Airbnb, it will be unlisted in Guesty). Learn how to list or unlist the listing.
• Once the listing is connected between Guesty and Airbnb, list or unlist the listing via Guesty, and the change will be reflected in Airbnb. If you unlist the listing via Airbnb, the change won’t be reflected in Guesty. In this scenario, you will need to list the listing back in Airbnb.
• Disconnecting an Airbnb listing from Guesty won’t make the listing unlisted or deactivated in Airbnb. If you disconnect an Airbnb listing from Guesty, unlist or deactivate the listing directly in Airbnb, as it is no longer managed via Guesty.

Pricing and availability issues

If you followed the troubleshooting steps in the account level and listing level sections, but the issue is not resolved, it might be related to a specific data type: pricing & availability or content attributes.

If your pricing or availability settings don’t match the expected values, follow these steps to review your settings.

Airbnb region requirements are not met

Check Airbnb's responsible hosting article, and learn if any hosting prerequisites or limitations apply to the listing’s region. For example, you must register your property before leasing it in some areas and not exceed an annual number of nights in some locations. Or if the listing in NYC only receives long-term reservations.

Guesty is not the listing's connectivity provider (PMS)

Ensure Guesty is listed as the listing’s connectivity provider in Airbnb:

• 1. Log in to your Airbnb account.
  2. Click Listings.
  3. Select the relevant listing.
  4. Under “Edit preferences”, select Property management software. Ensure Guesty is listed as the listing's PMS.

The listing's calendar is not available for booking

• Check your Multi-Calendar for unidentified blocks, and remove them (if needed).
• Check your availability settings in Guesty and ensure that the listing is:
  • On an active rental period.
  • Inside its availability period.
  • Doesn’t require advance notice, or preparation time.
  • Not blocked by a Smart Calendar Rule or because of an early check-in or late check-out.
  • Doesn’t have unassigned reservations (relevant for multi-units only).
  • Airbnb may block a listing’s calendar due to a violation of the host cancellation policy, such as when the host cancels a reservation for a non-valid reason.

The listing's price per night or minimum nights is adjusted by pricing & availability tools

• Check if you’re using a different base price for weekdays and weekends. Airbnb weekend prices will override all pricing tools (and manual adjustments) for weekends.
• Check if you added a non-refundable discount to your cancellation policy. The discount will appear in the guest folio in Guesty and the invoice in Airbnb.
• Pricing tools can adjust the price per night, and availability tools can change the listing’s minimum number of nights per stay. These adjustments will not always be displayed in the Guesty calendar. Check if you’re using any of the following tools:
  • Manual adjustments of the price per night or minimum nights per stay via the calendar.
  • Rate strategy (Pro users only)
  • Guesty PriceOptimizer
  • 3rd party pricing tools
  • Markups or markdowns
  • Weekly and monthly discounts

The listing has changed to a sub-unit of a multi-unit

Changing a listing type to a sub-unit (of a multi-unit) will cause it to inherit the settings of the multi-unit's parent unit by default. Any price adjustments made to the listing will be overridden by the current pricing of the main unit.

Airbnb pricing tools are being used

• Check if you’re using promotions in Airbnb, such as Custom promotions. These types of promotions won’t sync to Guesty (but will be applied).
• Check if you're using rule-sets in Airbnb. They can override your settings in Guesty.

Fee configuration is not according to Airbnb's requirements

• If you’re using a cleaning fee, check that it is set according to the following logic. Otherwise, the syncing will fail:
  • If the base price is less than $600, then the cleaning fee must be between $5 to $600.
  • If the base price is more than $600, then the cleaning fee must be less than $600+25% of the price per night.
• Check that your additional fees are not higher than your base price, as this will prevent your listing from being validated by Airbnb.

Content attributes issues

Perform the following checks if data discrepancies occur between Guesty and Airbnb in your listing’s content attributes (i.e., description fields, property type, amenities, etc.).

The listing's sync setting is set to Limited sync

Check the listing's sync settings in the Airbnb integration page. If the column next to “Status” is blank, the listing’s sync setting is “Full sync”. If it shows "Limited sync", all content attributes should be managed in Airbnb.

Once a listing is connected between Guesty and Airbnb, the listing’s content attributes, including description fields, amenities, cancellation policy, and photos, should be managed in Guesty only if you have a “Full sync” connection type set for the listing. Pro users can change the syncing type from Full sync to Limited sync, and manage just the content attributes in Airbnb while managing all other settings in Guesty.

Updates in Airbnb to the content attributes won't be reflected in Guesty for Limited sync. Learn which data types are synced between Guesty and Airbnb for Full sync and Limited sync, and where you should manage each data type accordingly. 

The content attribute is "locked" from being updated via Guesty 

Making changes to specific content fields in Airbnb disables your ability to update the same fields in Guesty, regardless of the sync type (Limited or Full sync). If you change these fields in Airbnb, they'll be managed only in Airbnb. These fields are:

• • Listing title & description fields  (name, summary, the space, access, interaction with guests)
  • Listing nickname
  • Property type and listing type
  • Amenities
  • Address (apartment, street, city, state, zip code, country code)
  • Location coordinates, and whether to display the exact location to the guest
  • Listing views (not supported in Guesty)
  • Listing directions (not supported in Guesty)
  • Check-in & check-out instructions
  • House rules (the free text only, not the Yes/No values)
  • Wifi network and password in Airbnb (Guesty's "Guest should know" section, including Wifi name and password, doesn't sync with Airbnb).

To manage these fields back in Guesty, follow the instructions below.

1. Log in to your Airbnb account.
2. Click Listings.
3. Select the relevant listing.
4. Under “Edit preferences”, select Property management software.
5. Under “Not currently managed by Guesty”, click Manage from Guesty instead.
6. Click Yes, allow

All the fields listed under “Not currently managed by Guesty” will be managed in Guesty.

The written content caused the syncing to fail 

All written content (including the listing title, description fields, house rules, etc.) must follow Airbnb's content policy. Additionally, adding the following content will cause the syncing to fail:

• Email addresses
• Website links
• Phone numbers
• Emojis
• 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]. To solve it, ensure adding a space after the dot: [word]. [word]

Using unsupported property type 

Check that your property type is supported. If you imported your listing with an unsupported property type, changes to your content such as amenities, bedrooms, or bathrooms will fail to sync.

Specific content requirements are not met

Check the Help Center articles for the specific content attributes you try to update, and see if we mention any prerequisites or limitations. Use this table to locate the relevant attribute and navigate to the related article.

Reservations issues

If discrepancies between Guesty and Airbnb are related to a specific reservation, perform the following checks.

Reservation is not yet synced

When importing a listing, it can take 24 hours for the listing's status to change to "Connected", and an additional 72 hours until all the listing's data, reservations, and guest messages will be imported to Guesty.

The guest is required to verify their identity or payment details

A reservation may be missing from Guesty if Airbnb requires the guest to verify their identification. In this case, the reservation’s status in Airbnb will be “Awaiting guest ID”, and it won’t be synced to Guesty until its status is changed. 

Also, reservations withdrawn by their guests won’t sync to Guesty.

After a guest books a reservation, Airbnb performs an additional verification of its payment details. If the verification fails, the status of the reservation will change to “Reserved” in Guesty but will become inactive in Airbnb. In this case, contact us to remove the block from your Guesty calendar.

Financial information isn't imported from Airbnb

• When importing a listing from Airbnb to Guesty, its current and future reservations are imported to Guesty with their full data. Reservations with past check-out dates are imported without the guest's details (Airbnb restricts this for privacy reasons). Past reservations are imported as well but with partial or outdated financial information. Contact us to retrieve their correct financial information.  
• Additional fees set in Airbnb won’t be pulled to Guesty when importing a listing to Guesty. Configure the fees in Guesty as soon as the listing is imported.

Airbnb's special offer is applied to a reservation

Check if you applied a special offer to the dates of the reservation on Airbnb. A special offer will override all other reservation fees, and they won’t sync to Guesty.

Requests to book, inquiries, and pre-approved inquiries

In the following two scenarios, reservations will be received with partial financial information:

• Requests to book (before being approved): If you set a "request to book" policy for your listing, reservations will be received in a "Reserved" status, and you can either approve or decline them. The booking request will only include the reservation total amount, without a breakdown of additional fees. However, when confirming the request, the full reservation breakdown will synced from Airbnb and displayed in Guesty, including additional fees. 
• Inquiries and pre-approved inquiries: After a guest sends you an inquiry, you can pre-approve it. For both inquiries and pre-approved inquiries, only the reservation total amount will be displayed. The only fee that will be shown in the folio breakdown is the cleaning fee. Additional fees, such as linen or management fees, will be embedded in the accommodation fare, and won’t be shown in the guest folio. 

Reservation payout issues

Refer to this troubleshooting article.

Guest messages issues

Refer to this troubleshooting article.