This article provides troubleshooting steps for common issues with dynamic pricing tools such as PriceLabs, Beyond, Wheelhouse, and RoomPriceGenie. Before contacting support, follow these steps to identify and resolve the problem.
Listing not visible in partner's dashboard
If a listing from Guesty is missing from your pricing tool's dashboard, follow these steps to verify the connection.
To check why a listing isn't visible
- Sign in to your Guesty account.
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Check the listing's status in Guesty
Ensure it is "active" and "listed". Unlisted or deactivated listings do not sync to third-party tools.
- In the partner's dashboard, look for a Sync listings or Refresh button. Listings in Guesty don't always appear instantly and may require a manual sync.
- If the listing is active in Guesty but still doesn't appear after a manual refresh, reach out directly to the partner's support team for assistance.
Rates didn't revert to Guesty's default after disconnection
Important:
Disconnecting a pricing tool does not automatically revert your calendar to its original or default Guesty rates. The last set of prices pushed by the partner tool remains locked into the Guesty calendar.
To resolve this, you must manually update your base rates, use Guesty's bulk-editing tools, or activate Guesty's PriceOptimizer to overwrite the old data from the partner.
Learn more about what happens to rates after disconnecting a pricing tool.
Incorrect pricing or prices not updating
If you notice that prices are mismatched between platforms, follow the data flow chain below to find where the sync is breaking.
[ Pricing Partner ] → [ Guesty Calendar ] → [ Booking Channel ]
Step 1: Check for tool conflicts
Ensure the listing isn't being managed by another pricing tool or Guesty’s native PriceOptimizer at the same time. When two active pricing tools are connected to the same listing, they will constantly overwrite each other's data. Disconnect all other tools to resolve this.
Learn more about using third-party pricing tools with Guesty's pricing and availability tools.
Step 2: Pinpoint the discrepancy location
Compare the rates for the same dates across your platforms to find the point of failure.
| If the discrepancy is between... | Root Cause & Action Item |
|---|---|
| Partner Dashboard and Guesty Calendar | The partner tool failed to push data to Guesty. Action: Check if the listing is "Paused" in the partner dashboard, or click "Sync now" in the partner tool. If it still fails, contact partner support. |
| Guesty Calendar and the Channel (Airbnb/Booking.com) | Guesty failed to push data to the channel. Action: Check the channel's connection status in Guesty. Look for sync errors or mapping issues in the Integration. |
| Guesty calendar and the actual reservation | The base rate synced correctly, but other pricing rules altered the final price. Action: Check Guesty for active markups, rate plans, promotions, length of stay (LOS) discounts, or extra guest fees. |
In addition, check your minimum stay restrictions. Dynamic pricing tools sync both rates and minimum night requirements. If a calendar appears blocked or is priced incorrectly, check if the partner tool pushed a minimum stay restriction that conflicts with your settings in Guesty.
What to do if the issue persists
If the steps above do not resolve the issue, prepare the following details before contacting support:
- Capture visual evidence: Take clear screenshots of the exact same dates showing the price discrepancy in both of the following places:
- The partner's dashboard calendar
- The Guesty calendar
- Locate the Guesty Listing ID and the Listing Nickname or reservation confirmation code.
- Open a ticket with Partner Support if the partner's dashboard does not match the Guesty calendar.