Getting the support you need doesn't have to be complicated. This guide helps you get faster, more accurate assistance by showing you what information to include and how to reach us effectively.
How to reach us
We offer multiple ways to get the help you need:
Start with the Help Center
Check our Help Center first for instant answers. Search for your topic to find helpful articles, step-by-step instructions, and video tutorials. It's often the fastest way to resolve your issue.
Submit a support ticket
Can't find what you need in the Help Center? Submit a ticket directly through:
- The question mark icon in your Guesty dashboard.
- The Guesty mobile app.
- Our online contact form.
Use messaging support
For immediate help, chat with our Customer Experience team to get real-time responses.
Important:
- Live chat has limited capacity, and specialized support (like Accounting) may be unavailable. Submit a ticket for follow-up instead.
- Once you're connected with one of our agents, staying active and replying as soon as you can helps us handle your concern faster. Long pauses can lower your chat priority and cause delays.
Best practices
Provide details about the specific feature and describe the issue clearly. Help our team understand both the context and the specific issue.
What information to include
Every good support request should include:
What feature were you using?
Be specific: "Calendar," "Airbnb sync," "Owner Portal," etc. Include any relevant names or IDs like:
- Listing names.
- Reservation IDs.
- Guest or owner names.
- Specific dates when the issue occurred.
What were you trying to do?
Briefly explain what you were attempting to do when the issue occurred (i.e., updating availability, syncing a calendar, sending a message).
What happened?
Describe the behavior you experienced. For example:
- An error message appeared.
- No changes were saved.
- The feature didn't respond as expected.
Adding screenshots or screen recordings is highly recommended, as they will provide valuable context and help reduce misunderstandings and unnecessary back-and-forth, thus speeding up the troubleshooting process.
What should have happened instead?
Describe what you expected to happen. This helps us understand the gap between your goal and the actual result.
When does this happen?
Help us spot patterns by noting:
- Does it happen every time or just sometimes?
- On specific devices (mobile, laptop, desktop)?
- In certain browsers?
- At particular times of day?
Have you made recent changes?
Let us know if you recently:
- Changed settings or permissions.
- Added new integrations.
- Imported data.
- Updated anything in your account.
Special situations
API requests
Need help with bulk tasks, refunds, or data updates? Many API requests require a signed waiver before we can proceed. We'll send you the form once your ticket is created—completing it quickly helps speed up the process.
Reference similar issues from before
If you've had a similar problem previously, include the old ticket number. This helps us reference past solutions and handle special cases more efficiently.
Ticket best practices
Create one ticket per problem
If you have multiple unrelated issues, create separate tickets for each one. This helps us:
- Track each problem properly.
- Route tickets to the right specialists.
- Resolve issues more efficiently.
Our agents specialize in different areas. A calendar expert might need to transfer an accounting question to another team, which can slow things down.
Understand our support process
Technical issues can be frustrating. Here's what you might encounter:
Not everything is a bug
Sometimes issues stem from third-party services like Airbnb or Vrbo. These platforms affect all property management software, not just Guesty. We'll help identify the source and guide you toward a solution.
Why we ask seemingly basic questions
Every customer uses Guesty differently. What might seem like an obvious question helps us rule out common causes before diving into complex troubleshooting. The more context you share about what you've already tried, the faster we can help.
Professional standards
Our Customer Experience team treats every customer with professionalism and respect—we ask for the same in return. We maintain a zero-tolerance policy for hostile behavior toward any team member.
Not satisfied with your support experience?
We want to make things right. You can:
- Escalate to your Account Manager.
- Share feedback through the CSAT survey after your ticket is closed.
- Know that our CX team reviews every piece of feedback.
Still need help?
Don't hesitate to reach out! We're here to help every step of the way.