General (Listings Details)
The General settings page is where you fine-tune the visuals, addresses, access info, and other essential listing details that shape the first impression in the Guest Portal, reduce repetitive guest questions, and keep your operational data accurate.
Accessing the General settings
Go to Properties → Listings.
Open the listing you want to edit.
The General tab opens by default — alongside Guidebooks, Saved Replies, Checklists and Custom Fields.
Marketing name
Every listing carries two names: the nickname your team uses internally, and the marketing name guests see in the Guest Portal, in review headers and in the inbox's listing card. The marketing name syncs from your PMS by default; override it when the PMS title is an OTA-optimised headline rather than something a guest should read on arrival.
Go to Properties → Listings (or Multi-unit) and open the property. The General tab opens.
In the listing card, under the nickname, click the edit (pencil) icon next to the marketing name.
Type the new name in Enter marketing name and click the save (check) icon.
The name now shows a Custom badge: This marketing name is overridden in Guestway and is not synced from the PMS. Guestway stops pulling name changes from the PMS for this property.
To go back to the PMS value, click the Revert to PMS value (undo arrow) icon next to the badge and confirm Revert. A toast reads Marketing name reverted to PMS source, will be synced shortly.
The marketing name is available on Listings and Multi-Units, not on Complexes.
Listing images
When a listing is connected to Guestway, we automatically pull images from the OTA (such as Airbnb), so you don't have to upload everything manually. Inside each listing you can choose which image is the primary image — the one displayed prominently in the Guest Portal, booking confirmations, and guest access pages — and add any additional images you want guests to see.
Why this matters
Control the guest experience. The first image guests see sets expectations for the stay.
Avoid OTA bias. The "best" Airbnb image isn't always the most informative or relevant for an in-stay experience.
Keep portfolios consistent. Especially important for PMCs managing multiple brands or properties.
Support operational clarity. Prioritise images that help guests recognise the property easily — building façade, entrance, key areas.
How to set or change the primary image
Go to Properties → Listings.
Open the listing you want to edit.
Navigate to the Images section.
Select an existing image pulled from the OTA, or upload a new one.
Set it as Primary image.
(Optional) Upload additional images if needed.
Changes apply instantly to the Guest Portal.
Wi-Fi details
Guestway pulls Wi-Fi information from the OTA when it's available, but OTA Wi-Fi fields are often incomplete, inconsistent, or not formatted for guest use. To make sure guests have clear access instructions, you can manually add or edit Wi-Fi details on the listing — the values display directly in the Guest Portal.
The Wi-Fi card on a listing accepts three values:
Network name (SSID) — the network guests connect to.
Password — the connection password.
Additional information — anything extra guests need (e.g. "5GHz network only — the 2.4GHz one is for smart devices", or special routing instructions).
Why this matters
Reduce guest messages. Wi-Fi questions are one of the most common inbound requests.
Improve the first-day experience. Guests can connect immediately without contacting support.
Standardise information. Especially useful when managing listings across multiple OTAs.
Better for virtual agents. Clear Wi-Fi info avoids unnecessary back-and-forth in the inbox.
How to add or update Wi-Fi details
Go to Properties → Listings.
Open the relevant listing.
Locate the Wi-Fi section.
Enter or paste:
Network name (SSID)
Password
Additional information (optional)
Save your changes.
The Wi-Fi details are now visible to guests in the Guest Portal.
Amenities
A listing's amenities are grouped into clear categories, so it's easy to see what a unit offers at a glance. They appear on the listing and in the property panel in the inbox, giving your team a unit's facilities right next to the conversation.
Why this matters
Agents answer "is there a …?" questions without leaving the inbox.
Amenities can drive automations — tailor messages to what a unit offers (see Automations).
How to set amenities
Go to Properties → Listings and open a listing.
Open the Amenities section.
Tick the amenities the unit offers; they're organised by category.
Save.
Address details
Guestway syncs the listing address from the OTA, but OTA addresses are sometimes incomplete, generic for safety reasons, or formatted in ways that don't help guests reach the property. Override any of the address fields directly on the listing — the values flow into Google Maps links, the Guest Portal, and every reservation tied to the listing.
The editable address fields are:
Street
City
ZIP code
Floor — which floor the unit is on.
Apartment — apartment number or letter.
You can also set the listing to fully override the OTA address with your manual values. Once enabled, Guestway stops pulling address updates from the OTA and trusts what you've configured — useful when the OTA's address is intentionally vague (e.g. only the neighbourhood) but your guests need the exact location.
Subscription and active state
Each listing carries a subscribed state that controls whether Guestway treats it as active. When subscribed, Guestway:
Syncs reservations, messages, and listing updates from the connected channel.
Includes the listing in the Unified AI Inbox, the Multi-Calendar, reports, and automations.
Surfaces the listing in dropdowns when configuring automations, broadcasts, or saved replies.
Unsubscribing pauses all of that without deleting the listing — useful when a unit goes off the market temporarily but you plan to bring it back later.
Linked operational settings
A few operational settings live on the General page but are managed through dedicated areas elsewhere in Guestway:
Cleaning team — assign the team responsible for turnover on this listing. The team owns cleaning tasks across every reservation tied to the listing. See Cleaning.
Smart locks — link smart-lock devices that issue per-reservation codes automatically. See Smart Locks.
Static locks — link fixed codes used for shared doors or backup keyboxes. See Static Locks.
Property value — record the property's value for internal tracking, insurance, or reporting. Not shown to guests.
Default security deposit
The Billing card on the General page carries a Default security deposit for the property: This default amount can be used in the guest journey on a reservation for this property. When your Guest Journey Protection step has Inherit from property on, this is the deposit guests are asked for.
Listing or Multi-unit
Syncs from your PMS by default. Enter your own Amount and Currency to override; the value shows a Custom badge (This security deposit is overridden in Guestway and is not synced from the PMS).
Complex
Always owned by Guestway — there is no PMS value to override.
Like custom fields, the deposit cascades Complex → Multi-Unit → Listing: a listing without its own deposit shows Inherited from parent name with a link to the parent.
To set or change it:
On the property's General tab, open the Billing card and click edit.
Enter the Amount and pick the Currency (both are required together — Currency is required when an amount is set.). Use the Clear security deposit (×) button to remove both.
Save. A toast reads Billing settings updated successfully.
To return to the PMS value on a listing or multi-unit, click Revert security deposit to PMS value next to the Custom badge and confirm Revert (Security deposit reverted to PMS source, will be synced shortly).
The Protection step's readiness check lists properties in a journey that still have no deposit — see Guest Journey → Protection. A listing covered by its complex's deposit does not appear there.
Tips
Use clear, recognisable images as primary visuals — not overly stylised shots.
Keep Wi-Fi information simple and copy-paste friendly, and use the additional info field for anything non-obvious.
Override the OTA address whenever it's vague, abbreviated, or hides the floor/apartment guests need.
Give guests a readable marketing name. Keep the OTA headline for the OTA; the Guest Portal should show the name guests will recognise at the door.
Unsubscribe rather than delete when taking a unit off the market temporarily — your data, automations, and saved replies stay intact for when it returns.
Align listing visuals with your brand or operational standards.
Review these settings when onboarding a new listing or rolling out new virtual agents.
Related pages
Properties — the hub for listing-level configuration.
Guest Portal — where the primary image, address, and Wi-Fi details surface for guests.
Guest Journey — the Protection step that uses the property's default security deposit.
Guidebooks — local recommendations, house rules, and check-in instructions.
Saved Replies — pre-written replies attached to the listing.
Checklists — operational checklists attached to the listing.
Custom Fields — custom metadata attached to the listing.
Cleaning — manage cleaning teams assigned to listings.
Smart Locks — connect smart-lock devices.
Static Locks — manage manual lock codes.
Unified AI Inbox — where the listing context surfaces alongside conversations.
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