# Getting Started - Full Onboarding Guide Welcome! Let's get you started with Guestway. {% embed url="" %} This page is your complete setup guide. Follow it from top to bottom and you'll go from your invitation email to a fully configured Guestway account — your organization, PMS, team, guest channels, and automated guest experience, all connected. {% hint style="info" %} Prefer to set up with help? Your Guestway onboarding contact can walk through any step below with you, or set things up for you. Everything here is written so you can do it independently — but if a screen ever asks you to *reach out to your contact person* to gain access, that's your cue to email and we'll finish getting you set up. {% endhint %} {% stepper %} {% step %} ### Create your account We'll send you a personalized invitation link to create your account. Click the link in that email and you'll land on your own sign-up page, pre-filled with your email address. 1. On Basic information, enter your First name and Last name, then click next. 2. On Choose password, set your Password, confirm it under Repeat password, and click next. 3. On Finishing up, tick Agree to Terms & Conditions and click Register. {% hint style="info" %} Use your work email so your account is linked to the right organization, and check your spam or junk folder if the invitation doesn't arrive within a few minutes. {% endhint %} You'll know it worked when you see a *Registration was successful* confirmation and are taken to the email-verification screen. {% content-ref url="/pages/ktaVJS2eW99OWixBoDHu" %} [Account Creation (Sign-up)](/onboarding/sign-up-registration) {% endcontent-ref %} {% endstep %} {% step %} ### Verify your email Verifying your email confirms it's really you and unlocks the rest of the setup. Right after registering you'll see Please check your inbox & verify your email. 1. Open the verification email and click the link inside. 2. Return to Guestway and click I have verified my email. If the email doesn't arrive, click Resend verification email and check your spam folder. You'll know it worked when Guestway moves you on to set up your Organization. {% endstep %} {% step %} ### Create your Organization An Organization is your workspace inside Guestway — it holds its own listings, team members, and settings. You'll be asked to join an existing organization or create a new organization; to set up your own account, you'll create one. 1. Under Create an organization, click Create. 2. Enter a Name for your workspace (for example, your company or brand name). 3. Click Create. {% hint style="info" %} Not sure how to split things up? Start with a single Organization covering all your listings — you can always add more later, organized by region, building, or brand. {% endhint %} You'll know it worked when Guestway guides you to the next step: linking your PMS. {% content-ref url="/pages/tzWvsaVBpxZFGp0WM6UR" %} [Creating Organizations](/onboarding/creating-organizations) {% endcontent-ref %} {% endstep %} {% step %} ### Connect your PMS After that, you'll be guided to connect your PMS. Linking your Property Management System is what pulls your listings, reservations, and guests into Guestway, so your inbox and calendar fill up automatically. 1. On the Almost done, now please link a PMS to import your organization info screen, click Link a PMS. 2. Choose your PMS and click Connect. 3. Follow the wizard — Choose → Start → Connect → Finish — and authenticate with your PMS when prompted. Guestway then shows We are syncing your data, please wait while we set everything up… while it imports your portfolio. You'll know it worked when the sync finishes and you see All set! — click Go to application to enter Guestway. {% content-ref url="/pages/lrbUpJxkbJBrvZIgFwN9" %} [Linking Your PMS](/onboarding/property-management-systems) {% endcontent-ref %} Once your PMS is connected, Guestway will start pulling all the relevant data and you're ready to get started! {% endstep %} {% step %} ### Get to know your Inbox (and dormant conversations) Your Inbox brings every guest conversation — across Airbnb, Booking.com, and your other channels — into one place. Click Inbox in the left sidebar to open it. When your PMS first syncs, you may see reservations that don't have any messages yet. These are called dormant conversations (conversations with no messages exchanged). To show or hide them, open the ⋮ (more) menu next to the filter buttons at the top of the Inbox and toggle Show all conversations / Hide dormant conversations. {% hint style="info" %} Start your day with the Needs Reply filter to clear unanswered guests, and Assigned to Me when working as a team so you don't double-reply. {% endhint %} For a full tour of filters, replies, and the reservation panel, see [Unified AI inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox). {% endstep %} {% step %} ### Invite your team Add teammates so your operations, support, and cleaning staff can work alongside you. Roles range from limited, mobile-first access (Cleaner, Viewer) up to full control (Admin, Super Admin), so everyone sees exactly what they need. 1. Go to Settings → Organization Settings → Users. 2. Click Invite. 3. Enter the person's Email, choose their Roles, and confirm. You'll know it worked when the person appears under Pending Invites — they move to Users once they accept the emailed invitation. {% content-ref url="/pages/sIU8D2OSJqepGCJXEpVJ" %} [Users](/settings/organization-settings/users) {% endcontent-ref %} {% endstep %} {% step %} ### Connect Airbnb and your other channels Connecting Airbnb directly — on top of your PMS — gives you faster, often instant messaging, the ability to reply to reviews from the Review Center, and inline actions like pre-approving inquiries, all without leaving Guestway. 1. Go to Settings → Organization Settings → Integrations. 2. Find Airbnb and click Connect. 3. Authorize access when you're redirected to Airbnb. {% hint style="info" %} If you manage more than one Airbnb account, make sure the account you want to connect is the one currently logged in to Airbnb in your browser before you start. You can connect multiple Airbnb accounts — each connection represents one account. {% endhint %} {% content-ref url="/pages/ht0VLFCGavo8AWPhTZ84" %} [Airbnb](/integrations/online-travel-agencies-ota/airbnb) {% endcontent-ref %} The same Integrations screen is where you connect everything else: other OTAs like [Booking.com](https://docs.guestway.io/integrations/online-travel-agencies-ota/booking.com) and [Expedia](https://docs.guestway.io/integrations/online-travel-agencies-ota/expedia), SMS (Twilio or Sinch MessageMedia), and smart thermostats (Google Nest, Honeywell, Zennio). OTA and channel integrations always work alongside your PMS — they don't replace it. {% content-ref url="/pages/UjSETNaLnPchsDhg2pBQ" %} [Integrations](/settings/organization-settings/integrations) {% endcontent-ref %} {% endstep %} {% step %} ### Connect WhatsApp Connecting a WhatsApp Business number lets guests message you on WhatsApp while you reply from the same Guestway Inbox. There are two paths, depending on your situation. * New number — set up a WhatsApp Business number through Meta and connect it to Guestway. * Existing number — migrate a number you already use on the WhatsApp or WhatsApp Business app. You'll need Admin permissions in your Guestway organization and a valid card on file with Meta for WhatsApp charges. {% hint style="warning" %} Migrating a number that's currently on the WhatsApp or WhatsApp Business app moves it fully to Guestway: the app on that phone stops working for that number, and existing chat history isn't carried over. {% endhint %} {% content-ref url="/pages/2jovSBornzq1c5kQHJ7a" %} [Meta setup & Guestway integration](/integrations/whatsapp/meta-setup-and-guestway-integration) {% endcontent-ref %} {% content-ref url="/pages/Us0uSVqDSmozPWtlGwP8" %} [Connect your existing WhatsApp Business App](/integrations/whatsapp/connect-your-existing-whatsapp-business-app) {% endcontent-ref %} {% content-ref url="/pages/hzEurMDcgXokYvjGW4Tv" %} [Using Whatsapp in Guestway](/integrations/whatsapp/using-whatsapp-in-guestway) {% endcontent-ref %} {% endstep %} {% step %} ### Turn on auto-translation Auto-translation lets you talk to guests in their language without copy-pasting into a translator. Incoming guest messages are shown in your language, and your replies are automatically translated into the guest's language — most useful on direct channels like SMS, email, and WhatsApp. 1. Open a conversation in the Inbox. 2. In the reply box, turn on Auto-translate outgoing messages. 3. Use the Toggle Translation control on the conversation to switch between the translated view and the guest's original message. {% hint style="info" %} Auto-translate is disabled for WhatsApp message templates, which are pre-approved by Meta in each language. {% endhint %} Translation lives inside the inbox — see [Unified AI inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) for the full reply toolkit. {% endstep %} {% step %} ### Set up smart locks (optional) If you use smart locks, connecting them lets Guestway generate and share door codes per reservation, surface those codes on the reservation's Access tab, and update check-in status automatically when a guest first enters. It's optional, but quick to set up. Connect your lock brand from Settings → Organization Settings → Integrations. Guestway supports the following brands — open the guide for yours: {% content-ref url="/pages/nOrBFaehLINCe56cuTt5" %} [Nuki](/integrations/smart-locks/nuki) {% endcontent-ref %} {% content-ref url="/pages/w41exxn684TVLQtyeouY" %} [Salto](/integrations/smart-locks/salto) {% endcontent-ref %} {% content-ref url="/pages/QeOrbB2DuoAOz3U4j6Y4" %} [Yale](/integrations/smart-locks/yale) {% endcontent-ref %} {% content-ref url="/pages/CDljKdppvYTZbOJrkYUo" %} [ProDatakey](/integrations/smart-locks/prodatakey) {% endcontent-ref %} You'll know it worked when a Smart Locks entry appears in the left sidebar and your locks are listed there.\ \ Make sure that once you've connected a smart lock that you link it to your designated Listing / Complex. You can do that by going to Smartlocks > Click on the lock that you want to connect and then clicking the "+" icon at the bottom of the page. \ \ [Video on how to link a lock to a listing / complex](https://app.guideflow.com/player/8ko0zv9a5k)
{% endstep %} {% step %} ### Set up billing (connect Stripe) Connecting Stripe is what lets you actually collect money from guests — damage waivers, security deposits, upsells, and any additional charges all run through it. Setting this up now means these features are ready to switch on the moment you build your guest journey. Guestway uses its own dedicated, Guestway-connected Stripe account so it can create the charges, holds, and payouts these features need — so for almost everyone, this means creating a new account here. 1. Go to Settings → Organization Settings → Billing and click Connect. 2. Choose Create a new Stripe account. (Only choose Use an existing account if you already set up a Guestway Stripe account in another organization you manage.) 3. Pick your country (and optionally a contact email), click Continue, then Open Stripe to complete identity verification and activation on Stripe's hosted page. If you already have a Stripe account, Stripe can reuse your verified details so there's less to fill in. 4. Back in Guestway, open the account and click Mark as default. {% hint style="info" %} Stripe needs to verify your identity before the account can take payments, which can take some time. Set up billing early so it's approved before you want to go live with damage waivers or paid extras. {% endhint %} You'll know it worked when the account shows Active and carries the Default ⭐ badge — damage waivers, security deposits, and paid extras can now go live in your guest journey. {% content-ref url="/pages/ce3cd24269a812c1966a84ecc549369461c6f600" %} [Billing](/settings/organization-settings/billing) {% endcontent-ref %} {% endstep %} {% step %} ### Set up your guest journey With your account live and channels connected, the guest journey is where you shape what guests do before they arrive. The Guest Journey customizes the check-in form guests complete in the Guest Portal — what details you collect (guest and trip information, optional billing) and which optional steps you require (ID verification, rental-agreement signature, paid extras). Done well, check-in is complete before arrival with no follow-up needed. Configure it under Settings → Organization Settings → Guest Journey. Keep the journey as short as possible — shorter flows get better completion rates. {% content-ref url="/pages/71e8719df4041992fb8591b26ba04de4a06b82a6" %} [Guest Journey](/settings/organization-settings/guest-journey) {% endcontent-ref %} {% endstep %} {% step %} ### Set up automations Automations send the right message or action at the right time, automatically — pre-check-in instructions, arrival details, review requests, door-code delivery, and more. Actions can be anchored to Booking Confirmation, Check-in, Check-out, or an Event (such as a guest's first room access). Build them under Settings → Organization Settings → Automations. Start an automation in Draft, validate it in Testing, then switch it to Live once you're happy. {% content-ref url="/pages/EAngVxPHtcetBQ0w1Fdd" %} [Automations](/settings/organization-settings/automations) {% endcontent-ref %} {% endstep %} {% step %} ### Set up your branding Branding controls how your organization appears to guests across every touchpoint — the Guest Portal, outgoing emails, and email footers. You can set your company details, primary and secondary colors, and logos, then assign a branding profile per property if you run multiple brands. Set it up under Settings → Organization Settings → Branding. {% content-ref url="/pages/vHPzBhdFm8zTLvySX3r5" %} [Branding](/settings/organization-settings/branding) {% endcontent-ref %} {% endstep %} {% endstepper %} ### Need a hand? You can complete every step above on your own — but you don't have to. If you'd like a walkthrough, or prefer that we configure something with you or for you, reach out any time. * Email: * Book a session: [Book a demo](https://meetings.hubspot.com/jim-bleys/demo-guestway?uuid=d10a447d-9aed-42a7-a93f-e51fa87ae389) To keep exploring, the [Unified AI inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) guide is the best place to learn your daily workspace, and the Integrations section covers every channel and device you can connect. # Account Creation (Sign-up) We’ll send you a **personalized invitation link** (usually by e-mail) that will look something like this: . \ Simply click on **the link we sent you** (not this one) and you’ll be automatically redirected to your personal sign-up page where you can create your account in just a few clicks. ## Registration Flow {% @guideflow/guideflow-embed requestedUrl="" %} ## E-mail Verification {% @guideflow/guideflow-embed requestedUrl="" %} # Linking Your PMS How to set up your first PMS integration Congratulations, you've created your account! For your next step, click on the PMS below that you want to start your set up with. {% content-ref url="/pages/qgJmhiXhaWWkiMpewsWI" %} [Hostaway - Onboarding](/onboarding/property-management-systems/hostaway) {% endcontent-ref %} {% content-ref url="/pages/yh9kwBA23NP9lSkqBKwa" %} [Guesty - Onboarding](/onboarding/property-management-systems/guesty) {% endcontent-ref %} {% content-ref url="/pages/hiAd3FayrPGT2IRFifEo" %} [Smoobu - Onboarding](/onboarding/property-management-systems/smoobu) {% endcontent-ref %} {% content-ref url="/pages/7uuJvvggnxFER8VhsUxz" %} [Apaleo - Onboarding](/onboarding/property-management-systems/apaleo) {% endcontent-ref %} {% content-ref url="/pages/77IPgGsDGhujCV9Nv1XV" %} [Mews - Onboarding](/onboarding/property-management-systems/smoobu-1) {% endcontent-ref %} # Hostaway - Onboarding Connect your Hostaway account to Guestway during initial sign-up. ## PMS Connection during sign-up: Link Hostaway as part of onboarding when you're creating a new Guestway account. {% @guideflow/guideflow-embed requestedUrl="" %} ## Need Help? If you want to contact **Guestway** for support, send an email to ****. # Guesty - Onboarding Connect your Guesty account to Guestway during initial sign-up. ## PMS Connection during sign-up: Link Guesty as part of onboarding when you're creating a new Guestway account. {% @guideflow/guideflow-embed requestedUrl="" %} ## Need Help? If you want to contact **Guestway** for support, send an email to ****. # Smoobu - Onboarding Connect your Smoobu account to Guestway during initial sign-up. ## PMS Connection during sign-up: Link Smoobu as part of onboarding when you're creating a new Guestway account. {% @guideflow/guideflow-embed requestedUrl="" %} #### ⚠️ IMPORTANT Important Webhook URL ⚠️ \ After the smoobu integration is created in Guestway, a webhook URL will also need to be set in the Smoobu webplatform. Please follow the instruction underneath. {% @guideflow/guideflow-embed requestedUrl="" %} ## Need Help? If you want to contact **Guestway** for support, send an email to ****. # Apaleo - Onboarding Connect your Apaleo account to Guestway during initial sign-up. ## PMS Connection during sign-up: Link Apaleo as part of onboarding when you're creating a new Guestway account. {% @guideflow/guideflow-embed requestedUrl="" %} ## What is Email Forwarding? You can manage how your OTA-related emails are handled. The *Email Reception* feature provides you with a unique Guestway email address that can be added to platforms like Airbnb or Booking.com. When those platforms send reservation or guest communication emails, Guestway will automatically receive and process them. The *Email Forwarding* feature allows you to define a destination email address where Guestway will forward all incoming messages—this ensures you still receive all OTA emails in your own inbox while also letting Guestway handle automation and responses. ## Need Help? If you want to contact **Guestway** for support, send an email to ****. # Mews - Onboarding Connect your Mews account to Guestway during initial sign-up. ## PMS Connection during sign-up: Link Mews as part of onboarding when you're creating a new Guestway account. {% @guideflow/guideflow-embed requestedUrl="" %} ## What is Email Forwarding? You can manage how your OTA-related emails are handled. The *Email Reception* feature provides you with a unique Guestway email address that can be added to platforms like Airbnb or Booking.com. When those platforms send reservation or guest communication emails, Guestway will automatically receive and process them. The *Email Forwarding* feature allows you to define a destination email address where Guestway will forward all incoming messages—this ensures you still receive all OTA emails in your own inbox while also letting Guestway handle automation and responses. ## Need Help? If you want to contact **Guestway** for support, send an email to ****. # Creating Organizations An Organization in Guestway is a workspace that groups your listings, teams, and operations together. Creating the right organization structure is the first step to keeping your inbox, cleaning tasks, {% @guideflow/guideflow-embed requestedUrl="" %} *** ### What is an Organization? Think of an Organization as a dedicated workspace inside Guestway. Each workspace has its own set of listings, team members, and settings — so what one team sees and manages stays separate from another. By default, a new Organization includes **all** your listings. From there, you deselect the listings that don't belong, tailoring the workspace to a specific region, building, or brand. You can create as many Organizations as you need. They can share team members, but each one keeps its own operational focus. *** ### Ways to structure your Organizations There's no single right answer — the best structure depends on how your operations are split. Most Guestway users organize along one of the following lines. #### By region Group listings geographically so local teams only see what they operate. **Example:** * **East Region Organization** — listings in the eastern area * **West Region Organization** — listings in the western area * **South Region Organization** — listings in the southern area This keeps inboxes, cleaning tasks, smart locks, and analytics regional — no noise from properties a local team doesn't touch. #### By building Create one Organization per building in your portfolio. **Example:** * **123 Main Street Organization** — every unit at that address Useful when you have on-site teams, building-specific access control, or services unique to a single property. #### By subbrand If your company operates under multiple brands or price tiers, split them into their own Organizations. **Example:** * **Luxury Suites** Organization * **Budget Rentals** Organization * **Corporate Stays** Organization Branding, guest communication templates, and reporting stay distinct per brand, while team members can still be shared across Organizations where needed. *** ### Tips for choosing a structure * **Start simple.** If you're not sure how to split things, begin with a single Organization covering everything. You can create more Organizations later as your operations grow. * **Match the split to your teams.** If the same people manage all your listings, one Organization is usually enough. Split only when different teams, partners, or brands shouldn't see each other's data. * **Combine criteria when needed.** Nothing stops you from mixing approaches — for example, one Organization per region inside a larger subbrand split. * **Use Hubs for oversight.** Even with many Organizations, Hubs gives leadership or regional managers a single place to watch the whole portfolio. *** ### Related pages * [Sign-up Registration](https://docs.guestway.io/onboarding/sign-up-registration) — create your Guestway account before setting up your first Organization. * [Property Management Systems](https://docs.guestway.io/integrations/property-management-systems) — connect your PMS so listings sync into your Organizations. * [Hubs](https://docs.guestway.io/settings/personal-settings/hubs) - group multiple Organizations into one view. # Profile Settings The **Profile Settings** area allows each user to configure their own account according to their preferences. It includes three key sections: General, Appearance, and Hubs. On the next pages we will dive deeper on what you can personalize in those specific sections. # General Your General profile settings control how Guestway displays personal information, handles your account security, and formats everyday data like time, temperature, and inbox language. Spending a minute ### Opening General Profile settings 1. Click your avatar in the top-right corner of Guestway. 2. Go to **Profile**. (alternatively you can also go here by navigating to settings in the bottom-left corner) From here you can update every field described below. *** ### Profile information Your profile info is what teammates see when you're assigned to a reservation, conversation, or task. * **Profile picture** — upload an image that identifies you inside the platform. A recognizable photo helps teammates quickly tell who handled a message or task. * **First name** and **last name** — used across the platform wherever your account appears (assignments, messages, activity logs). To change any of these, edit the field and click **Save**. *** ### Security #### Two-Factor Authentication (2FA) Two-Factor Authentication adds a second verification step when you sign in, protecting your account even if your password is compromised. Click the **Two-Factor Authentication** link in this section to start setup. We strongly recommend enabling it for every account — both for your own protection and your organization's. #### Reset password Use **Reset password** to change your password at any time. You'll receive a secure reset link; follow it to set a new password. *** ### Display preferences These settings control how Guestway renders information for you personally — they don't affect what your teammates or guests see. | Setting | What it controls | Example | | ---------------------------- | ------------------------------------------------------------------------------- | ------------------------------------------------------------ | | **Preferred inbox language** | The language incoming guest messages are displayed in | A guest writes in Spanish; you read it in English | | **AI Default language** | The default language Guestway's AI features use when generating content for you | AI-drafted replies and review responses come back in English | | **Clock format** | How times appear across the platform | `3:00 PM` vs `15:00` | | **Temperature format** | Units used for thermostat and climate data | `30°C` vs `86°F` | #### Preferred inbox language Choose the language you want guest messages translated into. Auto-translation then converts every incoming message so you can read it instantly, without copy-pasting into an external tool. #### AI Default language Set the default language used by Guestway's AI features — including AI-suggested replies, review responses, and chat analysis summaries. Pick the language you're most comfortable reading and editing in, and AI-generated content will come back in that language by default. #### Clock format Pick 12-hour or 24-hour time. The choice applies everywhere Guestway shows time — the calendar, inbox timestamps, reservation check-in/out, and activity logs. #### Temperature format Pick Celsius or Fahrenheit. This applies to connected thermostats and any climate-related data shown in your Guestway workspace. *** ### Experimental Mode Turn on **Experimental mode** to see and use features that are about to be released to production. Keep in mind these features are in **beta**, which means they may still have minor bugs. That’s the point of testing: to get the final fine-tuning right. We advise turning this on only if you consider yourself an “expert” Guestway user and enjoy sharing feedback on the latest bells and whistles. *** ### Tips * **Enable 2FA before you invite teammates.** Leading by example encourages the rest of your organization to turn it on too. * **Match your clock and temperature formats to your operational region.** If your team and guests expect one format, aligning your account avoids small translation mistakes during handoffs. * **Align your inbox language and AI Default language.** Keeping both in the same language makes reading incoming messages and reviewing AI-drafted replies feel seamless. * **Use a clear profile photo.** In busy inboxes, avatars are often easier to scan than names. *** ### Related pages * [Personal Settings](https://docs.guestway.io/settings/personal-settings) — the full list of settings tied to your user account. * [Organization Settings](https://docs.guestway.io/settings/organization-settings) — workspace-wide settings that apply to your whole team. # Appearance Switch between light and dark themes, and configure seasonal displays. Under **Appearance**, you can personalize the look and feel of the platform: * Choose between **light mode** and **dark mode**. * **Seasonal** display options: make your platform cozy in winter and sunny in summer. This has no operational impact. Turn it on if you like. Give it a try! # Hubs A Hub is a master workspace that rolls multiple Organizations into a single unified view — so you can oversee listings, reservations, and teams across your portfolio without switching organizations. *** ### What is a Hub? If an [Organization](https://docs.guestway.io/onboarding/creating-organizations) groups a set of listings, teams, and operations together, a Hub groups multiple Organizations. It's the top-level lens on your business — useful when your operations span regions, brands, or business units. From a Hub you can see everything in the included Organizations at once, then drill down into any single Organization when you need to focus. *** ### Common Hub setups There's no single right answer — pick a structure that mirrors how your company is organized and more specifically, how you work on a day to day basis. * **North America hub** — combines every Organization that operates in the US in one view. * **Europe hub** — combines every Organization that operates in the EU in one view. * **Global hub** — combines every Organization across the US and EU in one view. You can create as many Hubs as you need, and an Organization can belong to more than one Hub. *** ### The Hubs Overview page The **Hubs Overview** gives you a quick summary how your Hubs are structured. {% @guideflow/guideflow-embed requestedUrl="" %} #### Creating a new Hub 1. Open **Settings → Personal Settings → Hubs**. 2. On the Hubs Overview page, click **+ Create**. 3. Name the Hub and select the Organizations you want it to include. 4. Save your changes. Creating a Hub requires the right role or permissions. If you don't see the **+ Create** button, ask a workspace admin to grant you access. *** ### Tips * **Start with one Hub.** If your portfolio is small, a single Hub covering every Organization is usually enough. Add more Hubs as operations grow or split. * **Match Hubs to reporting lines.** If a director owns the EU portfolio and another owns the US portfolio, make sure each one has a Hub scoped to their responsibility. * **Combine with Organizations by region, building, or subbrand.** Hubs sit on top of whatever Organization structure you already use — see [Creating Organizations](https://docs.guestway.io/onboarding/creating-organizations) for patterns. *** ### Related pages * [Creating Organizations](https://docs.guestway.io/onboarding/creating-organizations) — how Organizations work, the building blocks that Hubs group together. * [Organization Settings](https://docs.guestway.io/settings/organization-settings) — workspace-wide settings that apply within a single Organization. # Organization Settings The **Organization Settings** section allows administrators and managers to configure and control how Guestway operates across the entire organization. These settings ensure that your team, branding, integrations, and communications are consistent and optimized for your business needs. This area includes several key sections: {% content-ref url="/pages/WMuSGQfwUrX8lqLmJMh1" %} [General](/settings/organization-settings/general) {% endcontent-ref %} {% content-ref url="/pages/UjSETNaLnPchsDhg2pBQ" %} [Integrations](/settings/organization-settings/integrations) {% endcontent-ref %} {% content-ref url="/pages/EAngVxPHtcetBQ0w1Fdd" %} [Automations](/settings/organization-settings/automations) {% endcontent-ref %} {% content-ref url="/pages/zNy78r8KhKp28aFE4fmZ" %} [Custom Fields](/settings/organization-settings/custom-fields) {% endcontent-ref %} {% content-ref url="/pages/vHPzBhdFm8zTLvySX3r5" %} [Branding](/settings/organization-settings/branding) {% endcontent-ref %} {% content-ref url="/pages/Dwj9g3c0fl6ZjW7KtbQU" %} [Broken mention](broken://pages/Dwj9g3c0fl6ZjW7KtbQU) {% endcontent-ref %} {% content-ref url="/pages/C9Xg4I1c2VI4ydESRI73" %} [Guest Inbox](/settings/organization-settings/guest-inbox) {% endcontent-ref %} {% content-ref url="/pages/0mdHcm1BdfvR5iSbMe61" %} [Email Domains](/settings/organization-settings/email-domains) {% endcontent-ref %} {% content-ref url="/pages/YrmtBVpmIt8trfIZONNm" %} [Broken mention](broken://pages/YrmtBVpmIt8trfIZONNm) {% endcontent-ref %} {% content-ref url="/pages/wVo1ncSXW8VDR0vZ5Kx0" %} [Chat Widget](/settings/organization-settings/chat-widget) {% endcontent-ref %} {% content-ref url="/pages/sIU8D2OSJqepGCJXEpVJ" %} [Users](/settings/organization-settings/users) {% endcontent-ref %} # General Edit organization name, URL, and data retention policies. {% @guideflow/guideflow-embed requestedUrl="" %} In the **General** tab, you can view and update your organization’s core details. This includes: * Your organization’s name * Your public URL #### ID verification & data retention Control how guest ID verification data is stored, to match your privacy and GDPR obligations: * **Delete after check-out:** Retention period — how long Guestway keeps ID images and sensitive data after checkout. * **Delete when pre-check-in** **completes** — automatically remove ID images once pre-check-in is complete. * **Operator visibility** — decide whether Operators can see ID images. {% hint style="info" %} Confirm your choice meets GDPR and local regulations before going live. {% endhint %} # Integrations {% @guideflow/guideflow-embed requestedUrl="" %} In **Integrations**, you connect Guestway to your essential systems. This includes [Property Management Systems (PMS)](https://docs.guestway.io/integrations/property-management-systems), communication channels like [WhatsApp](https://docs.guestway.io/integrations/whatsapp), SMS ([Twillio](https://docs.guestway.io/integrations/twilio-for-sms)), [OTA](https://docs.guestway.io/integrations/online-travel-agencies-ota)'s [smart locks](https://docs.guestway.io/integrations/smart-locks), and [smart thermostats](https://docs.guestway.io/integrations/smart-thermostats). From this page, you can: * **Add new integrations** (PMS, communication channels, smart locks, thermostats, etc.) * **Activate or deactivate specific devices or listings** if you don’t want them synced with Guestway. This hub makes it easy to manage connections in one place. You stay in control of what’s synced with your Guestway account.\ \ We will dive deeper into all of this in the dedicated "Integrations" part of our Academy. # Automations ## Automations — Complete Guide Automations in Guestway let you build powerful, rule-based workflows that run automatically across your entire portfolio. From sending a pre-check-in message three days before arrival to firing a webhook when a long-stay guest books, Automations handle it without you having to think about it. This guide walks through everything: how Automations are structured, how to build one from scratch, every action type and condition category, and tips for getting the most out of the system. {% embed url="" %} *** ### How Automations Are Structured Before diving in, it helps to understand the three-level hierarchy: ``` Automation (Workflow Group) └── Schedule └── Action (x many) ``` **Automation** — The top-level container. It has a name, a status (Draft / Testing / Live), and defines which properties it applies to. **Schedule** — A named timing context inside an Automation. Each Schedule holds a group of related Actions and can have its own filters (length of stay, advance notice). One Automation can have multiple Schedules — for example, a "Short Stay" schedule and a "Long Stay" schedule running under the same Automation. **Action** — The thing that actually happens. Each Action belongs to a Schedule and defines *when* it fires, *what* it does, and any *conditions* that must be met first. *** ### Getting to Automations Navigate to **Settings → Organization → Automations**. You'll see all your existing Automations displayed as cards, each showing: * Status badge: **Draft**, **Testing**, or **Live** * Whether it applies to **All properties** or specific listings/multi-units/complexes * Number of Schedules and Actions inside * Last updated timestamp Click any card to open and edit it. To create a new one, use the **Create** button. *** ### Creating an Automation — Step by Step #### Step 1 — Name Your Automation When you click **Create**, Guestway opens a new Automation editor pre-named "Untitled Automation". Click the name field at the top to give it something meaningful — for example, *"Pre & Post-Stay Guest Messaging"*. You'll notice a **Draft** badge in the top-left corner. Your Automation stays in Draft until you explicitly enable it, so you can build and configure everything without anything being sent. *** #### Step 2 — Choose Your Target Properties By default, a new Automation is set to **All properties** (global). This means it applies to every listing, multi-unit, and complex in your organization. If you want to scope it to specific properties, toggle off "All properties" and pick from: * **Listings** — individual units * **Multi-Units** — grouped units under one roof * **Complexes** — property complexes You can mix and match — for example, select three specific listings and one multi-unit. *** #### Step 3 — Add a Schedule Inside the Automation editor, click **Add Schedule**. A new Schedule card appears. Give it a descriptive name — something like *"Short Stays Only"*. **Schedule Filters** let you narrow down which reservations this Schedule applies to: | Filter | Description | | ------------------ | --------------------------------------------------------------------------------------------------------------------------- | | **Length of stay** | Only run actions for reservations matching a stay duration. Use operators like *Equals*, *Greater than*, *Is between*, etc. | | **Advance notice** | Only run for reservations booked with a certain amount of notice before check-in. | Toggle "Any length of stay" or "Any advance notice" to disable the respective filter and apply to all reservations. You can add multiple Schedules to one Automation. Each Schedule runs independently — useful when you want different action sets for different stay lengths without creating separate Automations. *** #### Step 4 — Add Actions to a Schedule Click into a Schedule to open the Schedule editor, then click **Add Action**. Choose which **anchor type** this action is timed relative to: | Anchor | When it fires | | ------------------------ | --------------------------------------------- | | **Booking Confirmation** | Relative to the moment a booking is confirmed | | **Check-in** | Relative to the guest's check-in date/time | | **Check-out** | Relative to the guest's check-out date/time | | **Event** | Relative to a specific event | The vertical timeline at the top of the Schedule editor shows all your Actions in chronological order — giving you an instant visual of when each one fires. {% hint style="info" %} **Event-based triggers** \ \ In addition to the time-based anchors above, an Action can fire from an **event** — something that happens on the reservation — with an optional delay afterwards. \ \ Use **First room access** to drive arrival, in-stay, and follow-up workflows from the guest's *actual* arrival rather than the scheduled check-in time. {% endhint %} *** ### Configuring an Action When you click an Action from the timeline, a configuration panel slides in on the right. Here's what you can set: #### Timing **Timing** controls when the Action fires relative to its anchor: * **Direction**: *Before*, *After*, or *On* (at the exact moment of the anchor) * **Value + Unit**: e.g. *3 days*, *2 hours*, *30 minutes*, *1 week* * **At a specific time**: When using *day(s)* or *week(s)* offset, you can optionally pin the action to fire at a specific time of day — e.g. "3 days before check-in **at 10:00 AM**" > Note: *Before* is not available for Booking Confirmation (you can't send before a booking has happened). If you select Booking Confirmation, only *After* and *On* are offered. *** #### Channel Filter By default, an Action applies to **All Channels**. Use the Channel Filter to scope delivery to specific booking channels: * **Include Only** — only fire this Action for bookings from the selected channels * **Exclude** — fire for all channels *except* the ones selected *** #### Action Type Choose what the Action actually *does*. There are five types: **1. Guest Message** Sends a message to the guest. Configure: * **Medium**: SMS, Email, WhatsApp, or Channel Chat * **Message body**: Compose your message using plain text, or use template variables (e.g. `{{guest.first_name}}`, `{{reservation.check_in_date}}`) to personalize it automatically **Email-specific options:** | Option | Description | | ----------------- | -------------------------------------------------------------------------------------------------------------------------------------------- | | **Content mode** | *Simple Text* — plain text email. *Rich Text* — WYSIWYG editor with formatting. *HTML* — write raw HTML with a full template variable panel. | | **Subject line** | Optional custom email subject | | **CC / BCC** | Add additional recipient addresses. Type an email and press Enter, comma, or semicolon to add. | | **Send as draft** | Creates the message in the conversation as a draft instead of sending automatically — useful for review before sending | **WhatsApp:** Select one of your pre-approved WhatsApp templates. A preview is shown so you can confirm the content before saving. **Channel Chat fallback:** When using Channel Chat as the medium, enable **Fallback to Email** so that if channel chat delivery fails (e.g. the channel doesn't support direct messaging), Guestway automatically retries via email. **Email fallback:** When the medium is **Email**, enable **Fallback to booking channel** so that if an email can't be delivered, the message is sent on the reservation's booking channel instead of failing silently. **WhatsApp fallback:** Similarly, enable **Fallback to SMS** for WhatsApp deliveries — if WhatsApp delivery fails, the message is sent via SMS instead. *** **2. Booker Message** Identical to Guest Message, but the message is sent *only to the primary booker* — the person who made the reservation, not every guest in the party. Useful for sending booking receipts, pre-arrival instructions, or post-stay reviews to the responsible party. *** **3. Conversation Notification** Triggers an action on the conversation thread in your Inbox, rather than sending an outbound message. Options: | Option | Description | | ----------------------- | -------------------------------------------------------------------------------------- | | **Mark as Needs Reply** | Bumps the conversation and flags it for your team to respond | | **Flag conversation** | Marks the conversation for follow-up action | | **Add internal note** | Posts a note inside the conversation thread — visible to your team only, not the guest | This is ideal for building internal workflows: e.g. post an internal note 1 day before check-in reminding your team to confirm the key handoff, or flag a conversation if a late checkout is detected. *** **4. Ad-hoc Email** Sends a custom email to any email address — not necessarily the guest. Configure: * **To**: One or more recipient email addresses (required) * **CC / BCC**: Optional additional recipients * **Subject**: Email subject line * **Body**: Email body with template variable support Use this to notify your cleaning team, send a maintenance alert, or email a property owner — all triggered automatically based on reservation events. *** **5. Webhook** Sends an HTTP POST request to a URL of your choice when the action fires. Configure: * **URL**: The endpoint to call Guestway sends the webhook with relevant reservation context. Use this to integrate with external tools, trigger Zapier/Make workflows, update a third-party system, or push data to your own backend. *** ### Conditions Conditions are rules that must evaluate to *true* for the Action to fire. If any condition fails, the Action is skipped for that reservation. Add conditions from the **Conditions** section of the action panel. Each condition is structured as: > **\[Field]** **\[Operator]** **\[Value]** For example: * *Reservation → Total Guests* **Greater than** *4* * *Guest → Language* **Is** *French* * *Property → Tags* **Has any of** *"pet-friendly", "pool"* #### Condition Categories Conditions are grouped into categories: | Category | What it covers | | ------------------------------ | ---------------------------------------------------------------------------------------- | | **Guest** | Guest profile data: language, satisfaction score, first-time guest, etc. | | **Review** | Post-stay review data | | **Reservation** | Stay details: total guests, nights, reservation status, total price, etc. | | **Booking** | Booking-level data: booking source, booking date, etc. | | **Reservation – Custom Field** | Custom fields defined on your reservations | | **Property** | Property attributes: name, tags, type, etc. | | **Property – Custom Field** | Custom fields defined on your properties | | **Listing** | Listing-specific data | | **Multi-unit** | Multi-unit specific data | | **Complex** | Complex-level data | | **Amenity** | Target messages by what the unit offers: e.g. only send pool rules where there's a pool. | #### Operators The available operators depend on the field type: | Operator | Applies to | | ------------------------------------ | ------------------------------------------ | | Is / Is not | Text, enum, boolean, ID fields | | Greater than / Less than / ≥ / ≤ | Numbers, dates | | Is between | Numbers, dates (inclusive range) | | Contains text / Doesn't contain text | Text fields | | Starts with / Ends with | Text fields | | Has any of / Has none of | Array/multi-value fields | | Exists / Doesn't exist | Any field (checks for presence of a value) | You can add multiple conditions to a single Action. All conditions must be true for the Action to fire (AND logic). *** ### Waiting Conditions Waiting Conditions are a powerful advanced feature. Instead of skipping an Action when a condition isn't met, Waiting Conditions *pause* the Action and wait for the condition to become true — up to a configurable maximum wait time. **Example:** You send a message that includes the guest's smart lock code (`{{reservation_codes}}`). You add a Waiting Condition: *"Smart lock code has been generated"*. If the code isn't ready yet when the Action is scheduled to fire, Guestway waits — and sends the message as soon as the code is generated. #### Configuring the Max Wait When using Waiting Conditions, you must define a **Max Wait Until** — how long Guestway should wait before giving up: | Type | Description | | --------------------- | -------------------------------------------------- | | **Maximum wait time** | Wait up to a fixed duration (e.g. 2 hours, 3 days) | | **Check-in** | Wait until a certain time relative to check-in | | **Check-out** | Wait until a certain time relative to check-out | > Guestway will automatically suggest adding a "smart lock code generated" Waiting Condition when it detects `{{reservation_codes}}` in your message body. Accept the suggestion with one click. The maximum wait is **14 days** — two weeks — measured from when the Action was scheduled to fire. This applies to all three options: a fixed **Maximum wait time**, or a duration before/after **Check-in** or **Check-out**. Enter anything longer and the field won't validate. > Two weeks is enough room for genuine post-stay follow-ups — a review reminder that waits for the OTA review window to open, for example. For anything longer than that, use a separate time-anchored Action rather than a wait. *** ### Automation Statuses Every Automation has one of three statuses: | Status | What it means | | ----------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Draft** | The Automation is saved but inactive. Nothing is sent. Use this while building and testing. | | **Testing** | The Automation is active but fires internally only — actions are queued and logged but not actually delivered. Perfect for validating logic before going live. | | **Live** | Fully active. Actions fire and are delivered to guests/systems as configured. | Toggle the status from the Automation editor using the **Enabled** toggle and the **Testing Mode** switch. The status badge at the top of the editor updates in real time. *** ### Unsaved Changes While editing an Automation, a small **Unsaved changes** indicator appears in the header whenever you have pending changes. Guestway also warns you if you try to leave with unsaved changes — offering you the option to **Save & Continue** or discard. Always save before activating an Automation. *** ### Managing Schedules and Actions #### Duplicating Both Schedules and Actions can be duplicated with a single click from their respective menus. Duplicating is useful when you want a near-identical action with a different timing or condition. #### Deleting Delete a Schedule or Action from the same menu. Deleting a Schedule removes all its Actions. This action is not undoable (unless you discard your changes before saving). *** ### Exporting and Importing Schedules Rather than rebuilding a set of Schedules by hand, you can copy them from one Automation to another — including an Automation in a different organization in your [Holding](https://docs.guestway.io/settings/holding-settings). Export from the source, import into the destination, then adjust what's different. Both actions sit in the left sidebar of the Automation editor, below the **Apply to all properties** setting. **Exporting** 1. Open the Automation whose Schedules you want to copy. 2. Click **Export schedules** in the left sidebar. 3. The Schedules are copied as JSON, ready to paste. Export covers **every Schedule in the Automation**, not just the one you're looking at. Each exported Schedule keeps its name, its enabled state, its filters, and all of its Actions — timing, channel filters, conditions, waiting conditions and action content. {% hint style="info" %} Exporting changes nothing in the source Automation. The copy carries no internal IDs, so importing it always creates new Schedules and can never overwrite the originals. {% endhint %} **Importing** 1. Open the destination Automation. 2. Click **Import schedules** in the left sidebar. 3. Paste the exported JSON. 4. Review what was imported — including anything Guestway reports as removed (see below). 5. **Save the Automation** to keep the imported Schedules. {% hint style="info" %} **Importing replaces every Schedule already in the destination Automation.** It does not merge or append. If the destination has Schedules of its own, they're removed and replaced by the imported set. \ \ Nothing is written until you save, so if you import into the wrong Automation you can discard your changes to get back to where you were — see [Unsaved Changes](https://claude.ai/epitaxy/local_d3ce6513-7bd2-4250-93c6-ebeea126d9cf#unsaved-changes). {% endhint %} {% hint style="info" %} **Import brings Schedules only.** The destination Automation keeps its own name, its **Applies to** setting, and its target properties. Property targeting never travels with an export, so always check the destination is pointed at the right properties before you save. {% endhint %} **Importing from another organization** This is the main reason to use export/import: build a set of Schedules once, then reuse it across the organizations in your Holding instead of recreating it each time. Some settings can't cross an organization boundary, because they point at records that only exist in the source organization. Guestway removes these on import and tells you what went: | Removed | Why | What to do | | -------------------------------- | ------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- | | **Custom field conditions** | Custom fields are defined per organization, so the condition has nothing to point at. | Re-add the condition using the destination organization's own [custom fields](https://docs.guestway.io/settings/organization-settings/custom-fields). | | **WhatsApp template selections** | WhatsApp templates belong to the source organization's WhatsApp Business Account. | Re-select a template on each affected Action from the destination organization's approved templates. | Everything else — timing, channel filters, standard conditions, message content, action types — carries over intact. {% hint style="info" %} **Read the removal summary before you save.** An Action that lost a custom field condition still fires — it just fires without that condition, so it may reach reservations you didn't intend. Work through each reported removal before saving. {% endhint %} > If clearing a condition leaves an Action with no waiting conditions at all, its **Max Wait Until** is cleared as well, since there's nothing left to wait for. **Starting from a ready-made set** Don't have an Automation to copy from yet? Ask Guestway support for a starter schedule file and import it as above — a reasonable way to get a solid set of guest messages in place without building each Action by hand. **Troubleshooting an import** | Message | What it means | | ---------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------- | | *Paste schedule JSON to import.* | Nothing was pasted. | | *Invalid JSON. Check the pasted schedule export and try again.* | The text isn't valid JSON — usually a partial copy. Re-copy the whole export. | | *Invalid schedule export format.* | Valid JSON, but not an object Guestway recognises. | | *This looks like a full automation export. Paste a schedule export instead.* | You pasted a whole-Automation export. Use **Export schedules** on the source Automation to get the right format. | | *Unrecognized schedule export.* | The content didn't come from **Export schedules**. | | *Unsupported schedule export version.* | The export came from an incompatible version. Re-export from the source Automation. | | *Schedule export is missing workflows.* | The export contains no Schedules. |
*** ### Tips & Best Practices **Start in Draft, graduate to Testing, then go Live.** Build your Automation fully, test it against a few real reservations using Testing mode, then flip to Live with confidence. **Use Schedules to segment by stay length.** Instead of stacking a single Schedule with conflicting conditions, create separate Schedules with Length-of-Stay filters — e.g. one for stays under 3 nights, one for 3–7 nights, and one for 7+ nights. **Name your Actions clearly.** Action names appear in the vertical timeline. Descriptive names like "Pre-arrival SMS — 2 days before check-in" make it easy to scan the timeline at a glance. **Use Waiting Conditions for anything that depends on external data.** Smart lock codes, manual reviews, or any field that might not be populated at booking time — Waiting Conditions ensure the message goes out only when it's ready. **Combine Channel Filter + Conditions for OTA-specific workflows.** Use Channel Filter to target a specific channel, then add Conditions to further narrow based on reservation attributes. Example: send a Channel Chat message only to Airbnb bookings where the reservation is longer than 7 nights. **Use Ad-hoc Email for internal operations.** The guest doesn't need to be in the loop for every event. Use Ad-hoc Email to notify your cleaning lead when a checkout is confirmed, or email your owner report when a booking is made for a specific property. **Template variables make every message feel personal.** Guestway supports a rich set of template variables — guest name, check-in/check-out dates, property name, reservation codes, and more. Use them liberally to avoid generic-feeling messages. **Build once, then export.** When you've got a message sequence working well, export its Schedules and import them into your other organizations rather than rebuilding from memory. You'll get identical timing and conditions everywhere, and only the organization-specific bits — custom field conditions and WhatsApp templates — need reconnecting. *** ### Frequently Asked Questions **Can one Automation apply to some properties but not others?** Yes. Toggle off "All properties" and select specific listings, multi-units, or complexes. You can mix types. **How do I send Static Lock codes to guests via Automation messages?** \ To include a Static Lock code in an automated message, use the variable `@reservation_codes` in your message template. This variable works for both Smart Locks and Static Locks — it will include the relevant access code(s) associated with the reservation. **What happens if a condition is not met?** The Action is skipped for that reservation. No message is sent, no webhook fires. Other Actions in the same Schedule are unaffected. **Can I have multiple Schedules in one Automation?** Yes — and it's encouraged. Use multiple Schedules to handle different timing contexts or guest segments under a single Automation umbrella. **What's the difference between a Condition and a Waiting Condition?** A Condition either passes or fails at the time the Action is scheduled to fire — if it fails, the Action is skipped. A Waiting Condition pauses the Action until the condition becomes true (or the max wait expires). **Can I send an email with CC and BCC?** Yes. When using Email as the message medium for a Guest Message, expand the email options section to add CC and BCC addresses. **What is Testing mode?** Testing mode lets you run your Automation as if it were live — actions are queued and processed — but nothing is actually delivered to guests or external systems. It's the safest way to validate your setup. **Can I use HTML in my email messages?** Yes. Switch the email content type to **HTML** in the Action config panel. A template variable panel is available alongside the HTML editor so you can insert variables without remembering the syntax. *** ### Conclusion Automations can significantly streamline your business operations and simplify your workflow. However, setting up effective automation requires careful planning. \ \ Let's end this with a straightforward example: "Requesting a review based on guest satisfaction." \ This automation automatically solicits reviews from guests if they are deemed "happy" at the end of their stay. The strategy is to avoid asking reviews from "unhappy" guests to prevent lowering your review scores. By targeting satisfied guests, you maintain high scores, and the process is entirely automated. Isn't that convenient? Enjoy! {% @guideflow/guideflow-embed requestedUrl="" %} # Custom Fields Define and manage custom field definitions for properties or reservations. Custom Fields let you add extra information to your Guestway records — reservations and properties — beyond the fields that come built into the platform. Use them to capture data unique to your operation, so everything your team needs is stored inside Guestway instead of spreadsheets or notes elsewhere. *** ### What Custom Fields are for Every business tracks something the default fields don't cover. Custom Fields give you a place to store that information where it's useful — right next to the reservation or property it relates to. #### Property Custom Fields Attach data that belongs to the listing itself, such as: * Check-In / Check-Out Instructions * Amenities that aren't standard (ski locker, sauna). #### Reservation Custom Fields Attach data that belongs to a specific booking, such as: * Invoices *** ### Opening Custom Fields settings Go to **Settings → Organization Settings → Custom Fields**. *** ### Creating a Custom Field {% @guideflow/guideflow-embed requestedUrl="" %} 1. On the Custom Fields page, click **Create**. 2. Enter a clear **name** — this is what will appear wherever the field is shown. 3. Choose the **value type** that matches the data you want to capture (see table below). 4. Select the **target** the field attaches to: **reservation** or **property**. 5. Optionally mark the field as **important** to make it stand out on the record. 6. Optionally set a **default value** so new records are pre-filled. 7. Save the field. #### Value types | Value type | Use it for | | ---------- | -------------------------------------------- | | **Text** | Short free-form values — names, codes, notes | | **Number** | Numeric values like counts, prices, or IDs | | **Yes/No** | Simple yes/no flags | *** ### Managing existing Custom Fields * **Edit** a field to rename it or change its settings. * **Archive or delete** fields that are no longer in use. Removing a field also removes the data captured in it — archive instead if you might need the values later. *** ### Tips * **Keep field names short and consistent.** Short labels scan faster in lists and forms. * **Pick the narrowest value type that fits.** A Yes/No field is easier to filter and report on than a free-text field when the answer is always one of two values. * **Use Important sparingly.** Flagging everything as important defeats the purpose — reserve it for the one or two fields your team must not miss. * **Retire unused fields.** Custom Fields that aren't filled in add noise — archive them when they stop being useful. * **Agree on conventions across your team** before rolling out new fields, so everyone captures the same data in the same way. *** ### Related pages * [Properties](https://docs.guestway.io/guestway-platform/properties) — overview of properties where you can edit custom fields. * [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel) — where reservation Custom Fields appear and can be edited. * [Users](https://docs.guestway.io/settings/organization-settings/users) — manage who in your organization can create and edit Custom Fields. * [Organization Settings](https://docs.guestway.io/settings/organization-settings) — other workspace-wide configuration options. # Branding Configure logos, colors, and visual identity for guest-facing content. {% @guideflow/guideflow-embed requestedUrl="" %} Use **Branding** to control how your organization appears to guests across every touchpoint — the Guest Portal, outgoing emails, and email footers. Build one or more visual themes (branding profiles), then assign each to the properties you want. ### Overview A **branding profile** is a reusable visual theme that bundles your company details, colors, logos, email signature, and social links into a single configuration. Once saved, the profile takes effect everywhere guests interact with you: * **Guest Portal** — the web app guests open during their stay. * **Main email communications** — system messages sent from Guestway on your behalf. * **Email footers** — the signature block at the bottom of every outgoing message. You can create as many profiles as you need and assign different profiles to different properties — useful if you operate multiple brands or sub-brands from one organization. ### Create a branding profile Work down the page top to bottom. Each section maps to one part of the profile. #### 1. General Information Enter a **name** for the profile. Optionally add a **description** to help your team distinguish it from other profiles internally. #### 2. Company Information Fill in the details guests will see in their portal and email communications. All fields are required: * Company name * Full address * Country * Website URL * Contact phone * Contact email #### 3. Brand Colors Define the **primary (content)** and **secondary** colors used throughout the Guest Portal and email communications. #### 4. Brand Logos Upload your **main logo** for consistent branding across touchpoints. If you have a wide-format version, also upload a **horizontal logo** for specific placements where the main logo doesn't fit cleanly. #### **5. Guest App Banner** Upload a **banner** image for the guest app — the wide header image guests see at the top of their portal. Replace it at any time by uploading a new file over the old one.
The banner is part of the profile, so it carries over when you **duplicate** a branding setup — useful when you're spinning up a sub-brand that shares most of its look. > Use a wide, uncluttered image and keep any text out of it. The banner crops differently across phone and desktop, and text placed in the image will be cut off on small screens. #### 6. Footer Information Enter the **signature** that will appear at the bottom of every email sent from the platform. #### 7. Social Media Links *(optional)* Add links to your social media accounts. These links will be accessible to guests across various touchpoints. #### 8. Assign properties At the bottom of the page, choose which properties should use this branding profile. ### Tips #### 💡 Academy Tip > **One brand per profile.** If you manage properties under multiple names or sub-brands, create a separate branding profile for each one and assign it at the property level. That way every guest sees the right colors, logo, and contact details — no matter which listing they booked. *** ### Related pages * [Guest Journey](https://docs.guestway.io/settings/organization-settings/guest-journey) — branding will be displayed throughout the guest journey. * [Email Domains](https://docs.guestway.io/settings/organization-settings/email-domains) — set up your domain so your emails can be branded as well. * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — the guest-facing web app where your branding profile is displayed. # Guest Journey Use **Guest Journey** to build the check-in form your guests complete in the **Guest Portal**. A focused journey captures everything you need before arrival — guest details, ID checks, damage protection, and signed agreements — without slowing the guest down. ## Overview A guest journey controls three things: * **What information** you collect from each guest during pre-check-in. * **Which optional steps** (ID verification, protection, agreement, fees) are part of the flow. * **What the guest can do at check-in and check-out**, including completing check-out themselves. The editor is organised by phase — **pre-check-in**, **check-in** and **check-out**. Pick a phase, then a step within it, and configure the step on the right. You can run more than one journey at a time: * **Build multiple journeys** and apply them to different properties. * **Duplicate** a journey to test changes on a single property before rolling them out. * Set a **Default** journey for any property without a specific one. * Use **Preview** to open the live guest flow exactly as guests will see it. * Set the **Guest-facing currency** and an optional **Redirect URL** for when pre-check-in is complete. {% hint style="info" %} **Channel configuration is per step.** On any step you can choose **All** channels, **Include only** selected channels, or **Exclude** selected channels (for example, exclude Airbnb from the Protection step). The step is then shown or hidden based on each reservation's booking channel. {% endhint %} ## Guest Information
Collect only what you need. Common fields include: * Name * Contact information * Country Decide what happens when the guest count doesn't match the booking: * Allow the guest to proceed * Warn the guest about the mismatch * Block the guest until every guest is accounted for ## Trip Details
Collect trip-related details. Common fields include: * Purpose of stay (trip type) * Special requests * Estimated arrival and departure times ### Billing details Billing fields live inside Trip Details. Set the requirement for each, and they appear in the Guest Portal **only when the guest selects a Business trip type**: * **Company name** * **VAT number** * **Billing address** Collecting these during pre-check-in means your invoicing is complete from the start, with no follow-up after arrival. ## Agreement The **Agreement** step presents documents the guest reads and signs before arrival. It sits directly after **Trip Details**, matching the order guests experience during pre-check-in. The step holds two sections you can enable independently: | Section | Use it for | | -------------------- | ----------------------------------------------------------------------------------------- | | **Rental agreement** | The contract the guest signs — terms, liability, cancellation. Captures a signature. | | **House rules** | The rules of the property the guest acknowledges — noise, pets, smoking, visitors, waste. | Enable one, the other, or both. Both sections support **rich formatting and images**, and both accept booking details that fill in automatically from the reservation, so a single agreement covers every property and stay without manual editing. \ \ Set up the Agreement step: 1. In the Guest Journey editor, select the **Agreement** step. 2. Enable the step. 3. Turn on **Rental agreement** and write or paste your agreement content. 4. Turn on **House rules** and write your rules as a separate section. 5. Set the **Channel configuration** — **All**, **Include only**, or **Exclude**. 6. Save the journey. > Splitting house rules out of the rental agreement means guests read the rules as rules, rather than skimming past them inside a legal document. If you previously pasted your house rules into the bottom of the rental agreement, move them into the **House rules** section.
## ID verification
For properties that require an identity check. Two capture settings are available: * **Selfie required** (Premium) — match a selfie against the document photo for extra security. * **Allow gallery images** — let guests select an existing photo from their device instead of using the camera. *ID verification capture settings. ID verification is not required for damage waivers.* ID verification is billed per completed verification and charged automatically each month: | Option | Cost per verification | | -------------------------------------------------- | --------------------- | | ID verification | €0.49 | | ID verification with **Selfie required** (Premium) | €0.99 | ## Protection The **Protection** step lets each guest choose how they cover accidental damage during their stay: buy a **Damage Waiver** or leave a **Security Deposit**. Instead of risking a large refundable deposit, a guest can pay a small fee that waives accidental damage — and you earn on every waiver sold while staying protected. {% embed url="" %} ### How protection works * A **Damage Waiver** is a small fee a guest pays so accidental damage is waived — no large deposit hold on their card. The classic case: a family worried a child might mark a wall would rather pay €40 for a 4-night stay than risk a €1,000 deposit. * Behind the scenes, **Truvi** (the insurance partner) runs an automatic background check on the guest using the name and details captured in the check-in form. It usually resolves in moments and approves the vast majority of guests. * The guest pays directly into **your Stripe account**. At the end of the month, GuestWay charges you the insurance premium — you don't handle anything else. There's no extra charge for the background check on approved guests, because you're already paying Truvi for the insurance. Truvi only charges a small administration fee (about €0.25) when a guest is **rejected**. {% hint style="info" %} Insurance premiums are priced in **euros**. If your guest-facing currency is different, the profit figures in the editor are approximate. {% endhint %} ### Before you begin: readiness checklist When you open the Protection step, expand the **readiness alert** at the top. It flags anything still missing before damage waivers can go live, with **Fix** and **Re-check** buttons for each item. | Check | Requirement | How to fix | | ------------------- | ------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------- | | **Billing account** | A connected, usable Stripe account set as the organization default | **Settings → Billing**. If you have no Stripe account yet, you'll be guided through setup — allow time, as Stripe must approve you first. | | **Listings** | Every subscribed listing needs a complete address (street, city, **zip code**, country) and a **pet policy** | Click **Fix** on a listing, or use **Set pet policy** to bulk-apply a policy to all listings missing one. | | **Branding** | Your default branding needs a **company name** and **contact email** | Open **Branding** settings and complete both fields. | {% stepper %} {% step %} ### Step 1 — Turn on Protection 1. In the Guest Journey editor, select the **Protection** step. 2. Enable the step. The Damage Waiver and Security Deposit cards appear below. 3. Clear any items in the readiness checklist above before continuing. {% endstep %} {% step %} ### Step 2 — Set up the Damage Waiver 1. Tick the **Damage Waiver** card to enable it. 2. Turn on **Charge to guest** to show the waiver as an option in the pre-check-in flow. 3. Choose a **Pricing type** and enter the **Amount**: | Pricing type | The guest is charged | | ------------------------ | ----------------------------------- | | **Flat fee** | one fixed amount for the whole stay | | **Per night** | amount × nights | | **Per adult** | amount × adults | | **Per adult per night** | amount × adults × nights | | **Per person** | amount × all guests | | **Per person per night** | amount × all guests × nights | 4. Edit the **Guest-facing description** (a starter template is pre-filled). This is the message guests read when choosing the waiver. {% hint style="success" %} **💡 Academy Tip:** State in the description that the guest is **covered up to €1,000**. On the rare flagged booking, coverage is reduced — describing the lower figure keeps your promise accurate without inviting careless damage. {% endhint %} #### **Choose a protection level** Under **Protection type**, pick how you're insured. The editor shows the live per-night insurance price and your resulting profit for each option. | Type | What it covers | Your cost | | -------------------- | -------------------------------------------------------------- | -------------------------------------------------------- | | **Full protection** | Full coverage from €0 to €50,000 per night | Higher per-night premium | | **Basic protection** | €500 excess, up to €50,000 — damage under €500 isn't claimable | Lower per-night premium (most popular) | | **Self Insured** | No third-party insurance — you cover any damage yourself | A platform service fee only (a % of the fee you collect) | Most managers pick **Basic protection** so they replace small items (a plate, a few forks) themselves rather than filing tiny claims, and earn more per night. **Self Insured** suits large portfolios willing to carry the risk in exchange for higher margin. > **Renamed in July 2026.** **Full protection** was previously *Per Night* and **Basic protection** was previously *Per Night (Excess)*. The names now match what guests see when they choose their protection. The **cost breakdown** under the options shows the fee charged to the guest, the **Insurance premium** deducted, and your final **Property manager profit**. Example from the video: charge **€10/night**, keep about **€5/night** in profit after the premium. #### Always protect {% hint style="warning" %} **Always protect insures every reservation in this journey — even when a guest skips the waiver or chooses a deposit.** That means you (the property manager) pay the premium on every booking, so GuestWay bills you accordingly. You must confirm an **"I understand"** dialog to enable it, and **Self Insured** is not available while it's on. {% endhint %} Two common ways to use **Always protect**: * **Guaranteed coverage** — every booking is insured automatically. Useful during busy periods or in higher-risk buildings. * **Always charge the guest** — pair Always protect with a damage-waiver fee that's added to every booking, just like a cleaning fee. The guest pays it on every reservation, so you stay protected **and make money on every single stay**. Test it safely by duplicating a journey onto a single property first. > If the Damage Waiver is enabled but neither **Charge to guest** nor **Always protect** is on, the waiver is **inactive** — guests won't see it and nothing is covered. > {% endstep %} {% step %} ### Step 3 — Set up the Security Deposit The security deposit is the alternative guests can choose instead of a waiver. 1. Tick the **Security Deposit** card to enable it. 2. When **Inherit from property** is on, the editor warns you about any properties in this journey that don't have a deposit configured, and names them. The warning updates as you change which properties the journey targets, so you can see the gap without cross-checking each listing yourself. Properties still missing a deposit fall back to the amount you set below. 3. Choose a **Pricing type** (a flat fee is most common for deposits) and enter the **Amount**. 4. Edit the **Guest-facing description** (a starter template is pre-filled). 5. Choose a **Charge method**: | Charge method | How it works | Notes | | ------------------- | ---------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Charge & refund** | The card is charged now and refunded after checkout | A Stripe processing fee (\~2%) applies. Refund is **Auto-refund** (0–7 days after check-out) or **Manual refund**. | | **Hold only** | The card is saved and a hold is authorized at the chosen time, then captured or released later | No Stripe charge fee. Release is **Auto-release** (0–30 days after check-out) or **Manual release**. Optionally **extend the hold if Stripe's window is shorter**. | {% hint style="info" %} **Hold only** is the default. It avoids the Stripe processing fee and is the most popular choice for deposits — the guest's card is saved and authorized rather than charged, so no money moves unless you capture it. {% endhint %} {% hint style="info" %} If the guest already has a usable card on file for the reservation, they may not need to re-enter it before the hold is placed. {% endhint %} {% endstep %} {% step %} ### Step 4 — Allow skip and limit by channel * **Allow skip** — when off (**No skip**), guests must choose a protection option before continuing in the Guest Portal. When on (**Skippable**), they can move past the step. * **Channel configuration** — at the bottom of the step, choose **All**, **Include only**, or **Exclude** to control which booking channels see this step. Many managers exclude **Airbnb** here. Save the journey, and the Protection step is live. ### Track protection in the Inbox Once a guest completes pre-check-in, open the reservation in the **Inbox** to see its protection status at a glance. Click it to open **Protection Details**, including the coverage period, who paid, the Truvi verification, and a link to the broker. | Status | What it means | What to do | | --------------------- | ----------------------------------------------------------- | ----------------------------------------------------------------------------------------------------- | | **Covered** | Background check passed; the guest is insured up to €50,000 | Nothing — enjoy the peace of mind. | | **Pending** | The check hasn't finished yet | Wait; it usually resolves within moments. | | **Covered (flagged)** | Insured, but with reduced coverage (e.g. up to €1,000) | Stay aware — this guest had a minor prior issue. | | **Rejected** | Truvi won't insure this guest (the rare \~0.001%) | Consider cancelling the booking. You pay no premium — only the small \~€0.25 admin fee for the check. | To file a claim after damage, open the reservation's **Protection Details** and click **Open in Truvi**. Upload before-and-after photos and describe what happened; Truvi pays out within a few days. ### What the guest sees In the pre-check-in flow, guests reach a **Protection** step and choose **Damage Waiver** or **Security Deposit** (with the price and your description). They pay as part of pre-check-in and see a summary of what they purchased before submitting — all before they reach the final Guest Portal with their access codes. {% endstep %} {% step %} ### Step 5 - Deposit Activity Deposit activity also appears on the reservation as it happens: when a guest **saves a card**, when a **hold succeeds or fails**, when funds are **captured or released**, and when a **refund or expiry needs attention**. When plans change, you can **pause or resume** a scheduled release or refund. {% endstep %} {% endstepper %} ## Fees The **Fees** step shows the guest what they owe before arrival and lets them pay it as part of pre-check-in — city tax, tourist tax, cleaning, or any charge you'd otherwise chase after check-in.
#### Step 1 — Turn on the Fees step 1. In the Guest Journey editor, select the **Fees** step. 2. Enable the step. 3. Set **Allow skip** — when off, guests must clear the step before continuing; when on, they can move past it. 4. Set the **Channel configuration** — **All**, **Include only**, or **Exclude**. Exclude channels that already collect these charges themselves. #### Step 2 — Add a fee Add one entry per charge. | Field | What it does | | -------------------- | ------------------------------------------------------------------------------------------------------------------------------- | | **Display name** | The name the guest sees for this fee during pre-check-in. | | **Pricing type** | How the amount is calculated — see the table below. | | **Amount** | The value. A currency amount for fixed types, or a percentage for **Percentage of stay**. | | **VAT %** | The VAT rate applied to the fee, so it lines up with the rest of your chargeable items. | | **Sync to PMS bill** | Writes the fee to the guest's bill in your connected property system. When on, also set the **PMS name** used on the bill line. | **Pricing types** | Pricing type | The guest is charged | | ------------------------ | ----------------------------------------------------------------------------------------------------------------------- | | **Flat** | one fixed amount for the whole stay | | **Per night** | amount × nights | | **Per adult** | amount × adults | | **Per adult per night** | amount × adults × nights | | **Per person** | amount × all guests | | **Per person per night** | amount × all guests × nights | | **Percentage of stay** | a percentage of the booking total — use this for anything that scales with the booking, city tax being the obvious case | | **No charge** | nothing — the fee isn't offered to the guest at all | > **No charge** is how you suppress a fee rather than delete it. Selecting it disables the fee, so the guest never sees it. Use it when a charge doesn't apply to a particular channel or period but you want to keep the configuration in place. New fees default to **Per night**. #### Step 3 — Override a fee per booking source Channels differ in what they already collect. Add a **channel override** on any fee to change — or switch off — that fee for a specific booking source. 1. On the fee, add an override and pick the **channel**. 2. Set whether the fee is **enabled** for that channel. 3. Set the override's own **pricing type** and **amount**. The override replaces the fee's default pricing for reservations from that channel. Everything else falls back to the fee's own settings. > A common setup: charge city tax at a percentage of the stay on direct bookings, and set an override to **No charge** on channels that already collect and remit it. #### Step 4 — Pull unsettled items from your PMS Turn on **Fetch unsettled items from PMS** to show the guest charges that already exist on their bill in your property system, alongside the fees you configured here. Give this its own channel scope if you only want it on some booking sources. #### What the guest sees During pre-check-in the guest reaches a **Fees** step listing each applicable fee with its name and calculated amount, plus any unsettled PMS items, and pays the total without leaving the journey.\ ![](/files/miyLwGvgihdFKGnQU2mF) ## Self check-out Enable **Self check-out** so guests can complete their own check-out on departure day instead of waiting for your team to close the stay. The guest reviews your check-out instructions from their booking screen in the **Guest Portal** and confirms check-out; the completed check-out is then recorded on the reservation. #### Set up self check-out 1. In the Guest Journey editor, open the **Check-out** phase and select the **Self check-out** step. 2. Enable the step. 3. Write your **Instructions** — what you want the guest to read and act on before they leave. Keep it to the things that actually matter operationally: where to leave keys, windows and doors, waste, and what time they need to be out by. 4. Set the **Channel configuration** — choose **All**, **Include only**, or **Exclude** to control which booking channels see the step. 5. Save the journey. > Instructions are optional in the form, but a self check-out step with no instructions gives the guest nothing to confirm against. Write them before you enable the step. #### What the guest sees On departure day the guest's booking screen shows your check-out instructions and a control to complete check-out. #### Tracking check-out Once the guest confirms, the check-out is recorded against the reservation with a **completed by guest** action and a timestamp, alongside the pre-check-in step timestamps. Use this to confirm a unit is genuinely free before releasing it to housekeeping.
## Other optional steps Enable these when your operation needs them: * **Upsells** — offer additional services and upgrades. *Coming soon.* ## Tips {% hint style="success" %} **💡 Academy Tip — keep the journey short.** Shorter flows get better completion rates. Only ask for what you truly need at check-in. If a field isn't driving a decision, a task, or a legal requirement, leave it out. {% endhint %} {% hint style="success" %} **💡 Academy Tip — price the waiver below the deposit.** If the waiver fee feels too close to the deposit, guests default to the deposit. A modest per-night fee (around €10) is a common sweet spot. {% endhint %} ## Related * [Branding](https://docs.guestway.io/settings/organization-settings/branding) — set up the branding used across your guest journey (required for damage waivers). * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — the guest-facing web app where your journey is displayed. # Guest Inbox {% @guideflow/guideflow-embed requestedUrl="" %} This page shows all the **email addresses linked to your Guestway account**, including your main Guestway inbox (`yourcompany@in.gstw.io`) and any **custom addresses** you’ve created using your verified domain. It’s made for managing how you **send and receive guest emails** within Guestway. Here you can: * View all active inbox addresses * See which domain each inbox is linked to * Add new inboxes by selecting a verified domain and choosing a prefix (like `info@guests.yourcompany.com`) * Block specific email addresses * Block email domains The Guest Inbox is your control center for all guest communication across OTAs, WhatsApp, SMS and email — unified in one place. There are **two ways** to have all your guest communication centralized inside your Guestway Inbox: {% content-ref url="/pages/pZOdKClxkxX6S59XjekP" %} [E-mail forwarding](/settings/organization-settings/guest-inbox/e-mail-forwarding) {% endcontent-ref %} **(recommended for simplicity)** You can forward all messages from your existing guest email (e.g. ****) to your **unique Guestway address** (e.g. ****). **✅ Pros:** * You **keep using your existing email domain** (no need to change what guests see). * Very quick and easy to set up. **⚠️ Cons:** * When you reply to messages from Guestway, your emails will be sent **from your Guestway address ()** rather than your original one. *** {% content-ref url="/pages/0mdHcm1BdfvR5iSbMe61" %} [Email Domains](/settings/organization-settings/email-domains) {% endcontent-ref %} You can create a **new subdomain** (e.g. **guests.yourcompany.com**) and link it directly to Guestway by verifying it in the **Email Domain** settings. **✅ Pros:** * You can send and receive emails **directly from your own domain**, no forwarding needed. * Looks more professional (e.g. ****). **⚠️ Cons:** * You’ll need to **add and verify** the new subdomain in your domain provider. * Since it’s a **new domain**, it won’t be “warmed up” — meaning **some emails might initially land in spam** until reputation builds. * The address will be slightly longer due to the added subdomain. *** #### Blocked Emails The **Blocked Emails** list captures specific email addresses you never want reaching the guest inbox. Type the sender into the **Enter email address to block** field and click **+ ADD** — from that point on, any incoming email from that address is dropped before it surfaces in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox). You can also block a sender directly from a guest conversation in the inbox; the entry shows up here either way, ready to be removed if you ever need to reinstate the address. *** #### Blocked Domains The **Blocked Domains** list extends the same logic to entire email domains — the cleanest way to silence promotional senders, OTA notification addresses, or spam-prone domains in one shot. Type the domain (without the `@`) into the **Enter email domain to block** field and click **+ ADD**. Every incoming email from any address at that domain is filtered out before it reaches the inbox, and you can lift the block at any time by removing the entry from the list. # E-mail forwarding How to Set Up Email Forwarding to Guestway **Why?**\ Forwarding your website’s inquiry emails ensures that every guest message sent through your direct booking site automatically lands in your **Guestway Inbox** — alongside OTAs, WhatsApp, SMS and email conversations. {% @guideflow/guideflow-embed requestedUrl="" %} *** **Step 1 — Copy your Guestway inbox address** 1. In **Guestway**, go to **Settings → Guest Inbox**. 2. Copy your unique **Guestway Inbox email**, which usually looks like this:\ 👉 `yourcompany@in.gstw.io` You’ll need this address in the next step to set up forwarding from your current inquiries email. *** **Step 2 — Log in to your current email account**\ Go to the inbox where your booking inquiries currently arrive — for example, Gmail, Outlook, Zoho, or your hosting provider’s webmail (e.g. SiteGround, GoDaddy, Bluehost). *** **Step 3 — Add email forwarding**\ Depending on your provider: * **Gmail:** ⚙️ → *See all settings* → *Forwarding and POP/IMAP* → *Add a forwarding address* * **Outlook:** ⚙️ → *View all Outlook settings* → Rules *→ Set up Forwarding* * **Other hosts:** Look for *Mail Forwarding*, *Redirects*, or *Aliases* in your hosting dashboard When asked for the recipient address, **paste your current inquiries email** When asked for the forwarding address, **paste your Guestway inbox email** (e.g. `yourcompany@in.gstw.io`). *** **Step 4 — Test your setup**\ Send a test email to your website’s inquiry address (e.g. **).\ If everything is set up correctly, the message will appear in your **Guestway Inbox** within seconds. *** ✅ **Done!**\ From now on, all guest inquiries from your website will automatically appear in Guestway — so your team can reply and track everything in one place. # Email Domains This page is where you **connect your company’s custom email domain** to Guestway.\ It allows you to use your own branded subdomain — for example, **`guests.yourcompany.com`** — so all emails sent from Guestway come from your professional address. Here you’ll find: * A list of **connected and pending domains** * The **verification status** of each domain * The DNS records (MX, SPF, DKIM, DMARC) provided by Guestway for domain authentication Once a domain is verified, it becomes available to use for creating custom inboxes under **Guest Inbox**. # Creating new domains How to Create & Link a Custom Email Domain to Guestway ## Creating New Domains Setting up a custom email subdomain like `guests.yourcompany.com` lets you send and receive guest inquiries through Guestway using your own branded address. Every message from your direct booking website lands straight in your Guestway Inbox — centralized, tracked, and ready to reply. *** ### Before you start You'll need: * Access to your **domain provider's DNS settings** (GoDaddy, Cloudflare, Google Domains, Namecheap, etc.). * An existing domain you own (for example, `yourcompany.com`) — you'll create a subdomain under it. * Admin access to your Guestway organization settings. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Step 1 — Open Email Domain settings 1. In Guestway, go to **Settings → Email Domain**. 2. Click **Create Domain**. ### Step 2 — Add your subdomain Enter the subdomain you want to use with Guestway — for example, `guests.yourcompany.com`. Guestway generates a set of DNS records that connect this subdomain to your account. Keep this screen open — you'll copy the records in the next step. ### Step 3 — Add the DNS records at your domain provider Log in to your domain provider and open its **DNS settings**. Copy and paste all records Guestway gave you: | Record type | Purpose | | ------------- | ----------------------------------------------- | | **MX** | Routes incoming mail to Guestway | | **TXT / SPF** | Authorizes Guestway to send on your behalf | | **DKIM** | Signs outgoing mail so it isn't flagged as spam | | **DMARC** | Sets your domain's authentication policy | Save the changes at your provider.\ \ DNS changes can take a few minutes to propagate — sometimes up to 24 hours. If verification fails immediately, wait and try again.
### Step 4 — Verify the domain in Guestway 1. Return to **Settings → Email Domain**. 2. Click **Verify**. 3. When every record is detected, you'll see a ✅ confirmation next to the domain. If verification fails, double-check that each record was pasted exactly as shown — extra spaces or missing characters are the most common cause. ### Step 5 — Create your Guestway email address 1. Go to **Settings → Guest Inbox**. 2. Click **Add Email**. 3. Select your newly verified domain (for example, `guests.yourcompany.com`). 4. Choose a **prefix** such as `info`, `bookings`, or `reservations`. Your final address will look like `info@guests.yourcompany.com`. ### Step 6 — Update your website's inquiry address Replace your old contact address (like `info@yourcompany.com`) with your new Guestway address (`info@guests.yourcompany.com`) on your direct booking website's contact or inquiry form. From this point on, every message sent to that address arrives automatically in your **Guestway Inbox**. *** ### Tips * **Use a dedicated subdomain**, not your primary domain. Keeping Guestway's records on `guests.yourcompany.com` avoids conflicts with your existing company email. * **Pick prefixes that match guest intent** — `bookings@`, `stay@`, or `reservations@` read more naturally on a booking site than a generic `info@`. * **Add multiple prefixes** if you want to route different inquiry types (sales, support, partnerships) all into the same unified inbox. *** ### Related pages * [Email Domains](https://docs.guestway.io/settings/organization-settings/email-domains) — overview of email domain settings in Guestway. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/editor-2) — where your branded guest emails will arrive. * [Organization Settings](https://docs.guestway.io/settings/organization-settings) — other configuration options for your Guestway organization. # API Access Use this page to manage Organization Access Tokens — the credentials your systems use to call the Guestway Open API for automation, integrations, and data sync. {% hint style="warning" %} Treat tokens like passwords. Anyone with a valid token can access your organisation's data via the API. {% endhint %} ### The Guestway Open API The Guestway Open API is built for business partners to integrate with the Guestway platform programmatically, and is designed for server-to-server communication. The current surface is intentionally limited, with scope to grow based on partner needs. Currently available: * Organization data — basic organisation information. * Reservation data — booking information including dates, status, and guest counts. * Reservation accesses — smart lock PIN codes and lock information tied to reservations. * Conversations and messages — guest communication data. * Organization users — team member information. Full reference: [api.guestway.io/swagger/open](https://api.guestway.io/swagger/open). Click Download on the reference page to grab the OpenAPI specification. ### Authentication: two headers required Every request to the Guestway Open API requires two headers, working together. They serve different purposes: | Header | Purpose | Security-sensitive? | | ------------------------------ | ------------------------------------------------------------------------------------------------------------ | -------------------------------------------------- | | X-Api-Key | Partnership API Key — identifies your integration as a Guestway partner and applies rate limits. | No — does not grant access to any data on its own. | | Authorization: Bearer \ | Organization Access Token — authenticates your organisation and enforces the token's configured permissions. | Yes — grants access to your organisation's data. | #### 1. Partnership API Key * Header: X-Api-Key * Purpose: identifies your integration as a Guestway partner and enforces rate limits. * Security: not security-sensitive — it does not grant access to any data or resources on its own. * Required: without a valid Partnership API Key, requests are rejected immediately. * How to get one: contact to request your Partnership API Key. **Default rate limits** * 5 requests per second (with bursts tolerated up to 10 per second). * 10,000 requests per day. Contact if you need higher limits for your use case. **Example header** ``` X-Api-Key: abcd1234efgh5678 ``` #### 2. Organization Access Token * Header: Authorization: Bearer \ * Purpose: authenticates your organisation and enforces the permissions configured on the token. * Security: is security-sensitive — it grants access to your organisation's data. * Token type: opaque tokens (not JWTs), prefixed with gw\_. * Management: create, rotate, and revoke tokens from this page — Settings → API Access. You can keep multiple tokens active per organisation. **Example header** ``` Authorization: Bearer gw_abc123def456ghi789jkl012mno345pqr678stu901vwx234yz ``` ### Availability The API Access page is available to every organisation — you can browse it and create Organization Access Tokens regardless of whether you have a partnership with Guestway. The tokens only become useful once you also have a Partnership API Key, which is gated behind a partnership agreement. Without a valid X-Api-Key, every request is rejected immediately, so an Organization Access Token on its own won't get you anywhere. To start using the Guestway Open API, contact to set up a partnership agreement and receive your Partnership API Key. ### What you can do here From Settings → API Access, you can: * View existing tokens and their status. * Create new tokens for integrations or internal tools. * Revoke tokens you no longer trust or need. The token list shows one row per token, with these columns: | Column | What it tells you | | ----------- | ------------------------------------------------------------------------------------------------------------------- | | Name | The label you gave the token when you created it. | | API Token | The last characters of the token (masked as \*\*\*\*\*\*\*\*\*xyz). The full value is only shown once, at creation. | | Permissions | The scopes attached to the token. | | Created | When the token was created. | | Last Used | When the token was last used to call the API. Empty if it's never been used. | ### Create a token {% stepper %} {% step %} ### Create Click Create token. Give it a clear name. Use the system name and environment. Examples: * Zapier - production * Data export - staging {% endstep %} {% step %} ### Choose permissions Select the scopes the token should carry. Each scope grants access to a specific slice of the API: * Full Access - Read / Full Access - Edit — broad read or read/write access across the platform. Use sparingly. * Reservations - Read and Bookings - Read — reservation and booking data. * Reservation Accesses - Read — access-code data tied to reservations. * Conversations - Read / Conversations - Edit — read or modify guest conversations from the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox). * Messages - Send — send outbound messages on behalf of your organisation. * Guests - Read, Owners - Read, Organization Users - Read — read guest, owner, and user records. * Listings - Read, Multi-Units - Read, Complexes - Read — read property data at each level. * Custom Field - Read / Custom Field - Edit — work with [Custom Fields](https://docs.guestway.io/settings/organization-settings/custom-fields). * Pre-Check-In Responses - Read — read responses from the pre-arrival guest journey. * WhatsApp Templates - Read — list approved WhatsApp templates. Grant the minimum set of scopes the integration actually needs — it's the cleanest way to limit blast radius if a token is ever leaked. {% endstep %} {% step %} ### Copy and store Copy the token right away — it starts with gw\_ and the full value is only displayed once. Store it in a secret manager. Do not paste it into docs or tickets. {% endstep %} {% step %} ### Use it in your integration Add both headers to every API request: ``` X-Api-Key: Authorization: Bearer gw_ ``` See the [Guestway Open API reference](https://api.guestway.io/swagger/open) for endpoint and payload details. {% endstep %} {% endstepper %} ### Rotate or revoke tokens Rotate tokens on a schedule, or after any suspected exposure. To rotate safely: 1. Create a new token. 2. Update your integration to use the new token. 3. Confirm requests succeed. 4. Revoke the old token. To revoke a token, click the trash icon on its row and confirm — a popover asks *"Are you sure you want to remove this access token?"* before the token is permanently deleted. Revoked tokens are gone for good and can't be restored. The Last Used column is your best friend here: any token that hasn't been used in months is a candidate for retirement. ### Troubleshooting * 401 / Unauthorized — token is missing, revoked, or incorrect. Check that Authorization: Bearer gw\_... is set on the request. * 403 / Forbidden — your token lacks the scope required for the resource you're trying to reach. Check the Permissions column on the token's row. * Rate limit errors — you're exceeding 5 requests per second or 10,000 per day. Throttle the client or contact for higher limits. * Requests rejected immediately — the X-Api-Key header is missing or invalid. Confirm the Partnership API Key is set on every request. * Nothing works — confirm you have a valid Partnership API Key from Guestway and that it's set on the X-Api-Key header of every request. Without it, the request is rejected before your Organization Access Token is even checked. ### Related pages * [Guestway Open API reference](https://api.guestway.io/swagger/open) — endpoints, parameters, and response shapes for the Open API. * [Custom Fields](https://docs.guestway.io/settings/organization-settings/custom-fields) — the custom data that the Custom Field scopes give access to. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — the conversations a token with Conversations scopes can read or modify. * [Users](https://docs.guestway.io/settings/organization-settings/users) — manage who in your organisation can create and revoke API tokens. # Chat Widget Configure and embed a live chat widget on your website. {% @guideflow/guideflow-embed requestedUrl="" %} The Chat Widget section enables you to personalize the chat interface that can be embedded into your own website.\ From this page, you can: * **Enable or disable** the chat widget for your properties. * **Customize the look and feel** of the widget to match your brand. * **Set welcome messages** and automated responses for guests. This gives you full control over the guest messaging experience directly from your Guestway dashboard. # Users Invite team members and assign roles with specific permissions. Use **Users** to manage everyone who can access your Guestway organization. Invite teammates, assign the right role for their job, and revoke access when someone leaves. *** {% @guideflow/guideflow-embed requestedUrl="" %} #### Overview The Users page lists every person with access to the platform in your organization. For each user you can see their **name**, **email**, and **assigned role**. Invitations that haven't yet been accepted appear as **Pending Invite** along with a timestamp showing when the invitation was sent. *** #### How roles work in Guestway Guestway uses a tiered role system. Each role inherits everything the role below it can do, and adds a specific set of capabilities on top. This means you can give people exactly the access they need without overexposing sensitive settings or integrations. The five core roles, from least to most privileged: 1. **Operator**: daily hands-on work 2. **Super Operator**: Operator plus broadcast messaging 3. **Supervisor**: full operational control across properties 4. **Admin**: Supervisor plus team and organization management 5. **Super Admin**: full account control including integrations and API access Two special-purpose roles sit outside this cascade: * **Viewer**: read-only access to the main platform * **Cleaner**: Cleaning App access only *** #### Permission matrix Use this table to see at a glance what each role can do. Permissions cascade: anything a lower role can do, every higher role can also do. | Capability | Operator | Super Operator | Supervisor | Admin | Super Admin | | -------------------------------------------------------------- | :------: | :------------: | :--------: | :---: | :---------: | | Inbox, reservations, guests, tasks, reviews | ✓ | ✓ | ✓ | ✓ | ✓ | | Manage listings, guidebooks, smart locks, thermostats, upsells | ✓ | ✓ | ✓ | ✓ | ✓ | | Use existing automations, journeys, workflows | ✓ | ✓ | ✓ | ✓ | ✓ | | Send broadcast messages | | ✓ | ✓ | ✓ | ✓ | | Edit branding | | | ✓ | ✓ | ✓ | | Edit guest journeys | | | ✓ | ✓ | ✓ | | Edit automations | | | ✓ | ✓ | ✓ | | Manage listing subscriptions | | | ✓ | ✓ | ✓ | | View raw guest ID document data | | | ✓ | ✓ | ✓ | | Invite users and assign roles | | | | ✓ | ✓ | | Edit other users and access the Users management section | | | | ✓ | ✓ | | Configure custom email domains | | | | ✓ | ✓ | | Edit top-level organization settings | | | | ✓ | ✓ | | Manage integrations (PMS, others) | | | | | ✓ | | Create and revoke API access tokens | | | | | ✓ | | Connect and manage Stripe accounts | | | | | ✓ | | Assign the Super Admin role | | | | | ✓ | *** #### Roles in detail **Operator** **Best for:** Daily operations staff, guest communication teams, frontline agents. Operators handle the day-to-day work inside Guestway: talking to guests, processing reservations, managing tasks, and operating listings. **They can:** * Communicate with guests through the unified inbox, scheduled messages, and saved replies * Manage reservations, guests, issues, and reviews * Create and manage tasks (including cleaning tasks) * Use existing automations, workflows, and guest journeys * Manage listings, guidebooks, smart locks, thermostats, scenes, and upsells * Work with existing integrations and synced data * Use both the main platform and the Cleaning App **They cannot:** * Send broadcast messages * Edit branding, journeys, listing subscriptions, or automations * View raw guest ID document data * Invite users or change organization settings * Manage integrations, API tokens, or Stripe {% hint style="info" %} *This is the standard role for most team members.* {% endhint %} **Super Operator** **Best for:** Senior operators, shift leads, team members running guest communication campaigns. Super Operators do everything an Operator can, plus they can communicate at scale. **Additional powers over Operator:** * Send broadcast messages to multiple guests or reservations at once **They still cannot:** * Edit branding, journeys, listing subscriptions, or automations * View raw guest ID document data * Invite users or change organization settings * Manage integrations, API tokens, or Stripe {% hint style="info" %} *Use this role for team members who run outbound guest communication and campaigns.* {% endhint %} **Supervisor** **Best for:** Senior operations leads, multi-property managers, heads of operations. Supervisors run the operational side of Guestway end-to-end. They can shape how guests experience your brand and how the platform behaves day-to-day, but they cannot reshape your team or change top-level account settings. **Additional powers over Super Operator:** * Edit branding (logos, colors, customer-facing identity) * Edit guest journeys * Edit automations * Manage listing subscriptions * View raw guest ID document data (passport scans and similar) **They still cannot:** * Invite users or assign roles * Edit other users or access the Users management section * Configure custom email domains * Edit top-level organization settings (guest forwarding email, chat widget API key, etc.) * Manage integrations, API tokens, or Stripe > ⚠️ **Data sensitivity note:** Supervisors can view raw guest ID document data. Make sure people in this role are appropriate from a data protection standpoint, especially under GDPR. {% hint style="info" %} *Ideal for ops leads who run the day-to-day across many properties without needing to manage the team.* {% endhint %} **Admin** **Best for:** Operations managers, team leads, anyone responsible for both operations and people. Admins combine full operational control with team and organization management. **Additional powers over Supervisor:** * Invite users and assign roles (Operator, Super Operator, Supervisor, Admin) * Edit other users and access the Users management section * Configure custom email domains * Edit top-level organization settings (guest forwarding email, chat widget API key, etc.) **They still cannot:** * Manage integrations (PMS, others) * Create or revoke API access tokens * Connect or manage Stripe accounts * Assign the Super Admin role {% hint style="info" %} *Give this role to people who manage both the platform and the team.* {% endhint %} **Super Admin** **Best for:** Owners, founders, executives, technical leads. Super Admins have full control over the Guestway account. There is nothing inside the platform a Super Admin cannot access. **Additional powers over Admin:** * Manage all integrations (PMS, others, etc.) * Create and revoke API access tokens * Connect and manage Stripe accounts * Assign the Super Admin role to other users {% hint style="info" %} *This role should be limited to one or two trusted people.* {% endhint %} **Viewer** **Best for:** Audits, training, external stakeholders, owners who only need oversight. Viewers have read-only access to the main platform. **They can:** * View conversations, reservations, tasks, reviews, and reports * See how the platform is used without affecting anything **They cannot:** * Send messages * Edit or create anything * Assign tasks or users {% hint style="info" %} *Perfect for oversight, onboarding, or temporary access.* {% endhint %} **Cleaner** **Best for:** On-site cleaning staff. Cleaners do not use the main Guestway platform. Their access is limited to the Cleaning App on mobile. **They can (via the Cleaning App only):** * View assigned cleaning tasks * Update task status * Upload photos * Report issues **They cannot:** * See guest messages * Access reservations beyond what's needed for cleaning * Use the main web platform {% hint style="info" %} *This role is intentionally limited and mobile-first.* {% endhint %} *** #### Invite a team member 1. Click **Invite**. 2. Enter the person's email address. 3. Choose the role that best fits their responsibilities (see **Roles in detail** above). The invitee will receive an invitation email. Until they accept, they appear in the list as **Pending Invite**. You need at least the **Admin** role to invite users. *** #### Remove a user To revoke someone's access, click the remove icon on the right side of their row in the user list. You need at least the **Admin** role to remove users. *** #### What role do I need to... A quick reference for the most common questions: | Task | Minimum role | | ------------------------------------ | -------------- | | Reply to guests, manage reservations | Operator | | Send broadcast messages | Super Operator | | Edit branding or guest journeys | Supervisor | | View raw guest ID document data | Supervisor | | Manage listing subscriptions | Supervisor | | Edit automations | Supervisor | | Invite users or assign roles | Admin | | Configure custom email domains | Admin | | Edit top-level organization settings | Admin | | Manage integrations (PMS, others) | Super Admin | | Create or revoke API tokens | Super Admin | | Assign the Super Admin role | Super Admin | *** #### Tips **Academy Tip** > **Rule of thumb:** > > * *Doing the work?* → **Operator** > * *Running a shift or sending campaigns?* → **Super Operator** > * *Leading operations across properties?* → **Supervisor** > * *Managing people and setup?* → **Admin** > * *Owning the account?* → **Super Admin** These roles help you give each team member exactly the access they need, while keeping sensitive settings, integrations, and API access in trusted hands. # Billing Use **Billing** to connect the Stripe account that receives money from your guests. A connected, verified account set as your **default** is what powers damage waivers, security deposits, upsells, and any additional guest charges. {% @guideflow/guideflow-embed requestedUrl="" %} ## Overview **Settings → Billing** lists every Stripe account connected to your organization. Each account appears as a card showing its name, status, country, and currency, and the **Default** account is marked with a star. From here you can connect a new account, finish Stripe onboarding, set your default account, and check whether an account is ready to take payments. {% hint style="warning" %} Stripe must verify your identity before your account can take payments. This can take time, so set up billing **in advance** of when you want to go live with damage waivers. {% endhint %} ## Connect a Stripe account Guestway needs its own **dedicated Stripe account** for your organization — one it's allowed to act on, so it can create the charges, holds, refunds, and payouts that power damage waivers, deposits, and upsells. Because of how Stripe works, this is always a **new Guestway-connected account**, not an external account linked in place. {% hint style="info" %} **New to Guestway? Always choose "Create a new Stripe account."** This is the right option for almost everyone. **Use an existing account** only applies if you already set up a Guestway Stripe account in another organization you manage (see below). {% endhint %} 1. Go to **Settings → Billing**. 2. Click **Connect**. 3. Choose **Create a new Stripe account**. ## Create a new account {% stepper %} {% step %} #### On the Connect Stripe screen, choose Create a new Stripe account On the **Connect Stripe** screen, choose **Create a new Stripe account**. {% endstep %} {% step %} #### Select your Country Select your **Country** (required) so your account is set up for the correct jurisdiction. {% endstep %} {% step %} #### Optionally add a Contact email Optionally add a **Contact email** — where Stripe sends onboarding and account notifications. {% endstep %} {% step %} #### Continue and open Stripe Click **Continue**, then **Open Stripe** to finish setup on Stripe's secure, hosted page. {% endstep %} {% step %} #### Complete Stripe onboarding During Stripe onboarding you'll either: * **Start fresh** — enter your business details (legal name, VAT number, owners, proof of ownership, and so on), or * **Reuse a verified account** — if you already have a Stripe account, Stripe can reuse its verified business details (your "legal entity") so there's far less to fill in. This is Stripe's **networked onboarding**. {% endstep %} {% step %} #### Finish verification and refresh the account status Complete identity verification and activation. Back in Guestway, the account appears in your list — click **Refresh account status** if it isn't active yet. {% endstep %} {% endstepper %} {% hint style="info" %} **Reusing details keeps some fields in sync.** When you reuse a verified account, core business information is shared between the accounts — so updating it on one account can update it on the others that share the same details. {% endhint %} ## Use an existing account Choose this **only if you already manage another organization in Guestway that has a Stripe account set up.** It lets you reuse that same Guestway-connected account for this organization instead of onboarding again — handy if you run multiple organizations. 1. On the **Connect Stripe** screen, choose **Use an existing account**. 2. Pick an account from the list — each shows whether it's **Active** or **Setup incomplete**. 3. Finish any remaining Stripe onboarding if it's marked incomplete. If no reusable accounts are found, you'll be prompted to create a new one instead — that's expected for first-time users. ## Set your default billing account This step is what makes damage waivers, security deposits, and upsells work. 1. On the **Billing** page, click the account you want to use. 2. Make sure its status is **Active** (a restricted account can't be made default). 3. Click **Mark as default** and confirm. The default account is used by every property that inherits billing from the organization level — for guest charges and payouts. {% hint style="info" %} **Required for Protection.** Damage waivers and security deposits only go live once a **usable Stripe account is set as your organization default**. You'll see this flagged in the readiness check on the [Guest Journey](https://docs.guestway.io/settings/organization-settings/guest-journey) Protection step until it's done. {% endhint %} ## Check an account's status Open any account to see whether it's ready to take payments. | Status | What it means | | ---------------------------------------------- | ------------------------------------------------------------------------------------- | | **Active** (Complete) | Fully enabled — charges are on and all details are submitted. Ready for billing. | | **Inactive** (Restricted) | Onboarding isn't finished. Click **Complete Stripe setup** before using it. | | **Charges — Enabled / Disabled** | Whether Stripe will accept payments on this account. | | **Details submitted — Submitted / Incomplete** | Whether all onboarding information was provided to Stripe. | | **Test mode** | A sandbox account that takes no real money. Connect a live account for real payments. | | **Default** ★ | The organization's default billing account. | ## Manage an account Open an account from the Billing list to find its management actions: * **Complete Stripe setup / Manage Stripe account** — opens Stripe to finish onboarding or update account details. * **Refresh account status** — re-syncs the latest status from Stripe (use this if a change isn't showing yet). * **Mark as default** — sets this account as the organization default (only available for active accounts). * **Disconnect from Guestway** — removes the account from Guestway. Your Stripe account stays open and can still be managed from your Stripe Dashboard. The **Stripe Account ID** links straight to the account in your Stripe Dashboard. ## Related * [Guest Journey](https://docs.guestway.io/settings/organization-settings/guest-journey) — set up the Protection step (damage waivers and security deposits) once billing is connected. * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — where guests pay for protection, upsells, and extras. # Holding Settings A Holding is the top-level structure in Guestway — the parent account that groups multiple organizations under one roof. Use Holding Settings to manage your portfolio, owners, shared hubs, users, and ### What is a Holding? A Holding sits above organizations and lets you: * Group multiple organizations under one parent account * Manage owners at a global level * Control user access across organizations * Keep your portfolio structured and scalable as you grow This is especially useful for property managers, groups, or agencies managing multiple brands, regions, or legal entities. *** ### Access Holding Settings 1. Log in to Guestway. 2. In the **top-right corner** of the platform, click your profile picture (or the circle with your initials). 3. Select **Profile organization**. 4. In the settings menu, click **Holding**. Once inside, you'll see six sections — each controlling a different aspect of your holding: * **General** * **Organizations** * **Hubs** * **Owners** * **Users** * **Billing** *** ### General Set or edit the **name** of your holding and define global settings that apply across the structure. Use this section to clearly identify the holding that groups all your organizations together.
*** ### Organizations The **Organizations** section is where you structure your portfolio. Here you can: * Create new organizations under the holding * View all existing organizations linked to it This is the place to create and manage different companies, brands, or operational entities that belong to the same holding. 👉 *Think of organizations as operational units inside your holding.*
*** ### Hubs In **Hubs**, you can set up hubs that are visible to all users across the holding. In contrast to [personal hubs](https://docs.guestway.io/settings/personal-settings/hubs) — which are private to a single user — these shared hubs are visible to anyone in the holding.
*** ### Owners In **Owners**, you manage who owns the holding. You can: * Add new owners * Remove existing owners Owners typically have high-level access and control over the holding and its organizations.
*** ### Users The **Users** section lets you manage everyone who has access to the holding. Here you can: * Add new users * See all existing users * View which **organizations** each user is part of This gives you a clear overview of who has access to what, making it easier to manage permissions across multiple teams and organizations.
*** ### Invoicing Access Stripe invoicing and export ID Verification usage reports. Sign in to **Stripe** to view invoices and billing details. You can edit your billing information and download invoices directly from here. **Exporting ID verification usage.** Download a monthly **CSV** of ID verification usage — reservation codes, stay dates, and verification counts — to reconcile verification charges for holding invoicing.
*** ### Why this matters Holding settings are essential if you: * Manage multiple organizations or brands * Work with several owners or stakeholders * Need clear visibility and control over user access * Want a scalable structure as your portfolio grows By centralizing everything at the holding level, Guestway helps you keep your operations clean, structured, and easy to manage — no matter how complex your setup becomes. # Property Management Systems Set up additional PMS integrations by following the links below {% content-ref url="/pages/I7L5Ag9IwnJAzodbZIxw" %} [Hostaway](/integrations/property-management-systems/hostaway) {% endcontent-ref %} {% content-ref url="/pages/IyPedpIDnL3Sh5ADbsBZ" %} [Guesty](/integrations/property-management-systems/guesty) {% endcontent-ref %} {% content-ref url="/pages/BSanZBsJLbujRMCeY2oS" %} [Smoobu](/integrations/property-management-systems/smoobu) {% endcontent-ref %} {% content-ref url="/pages/ZOvVq7wCI2opHgBJAdW6" %} [Apaleo](/integrations/property-management-systems/apaleo) {% endcontent-ref %} {% content-ref url="/pages/G4EYo6w1nCkOdgfGZsBk" %} [Mews](/integrations/property-management-systems/smoobu-1) {% endcontent-ref %} # Hostaway Connect a Hostaway account to Guestway from inside the platform at any time. ## PMS Connection from the platform (after sign-up completed): Already signed up? Connect a Hostaway account from inside your existing Guestway account. {% @guideflow/guideflow-embed requestedUrl="" %} ## Need Help? If you want to contact **Guestway** for support, send an email to ****. # Guesty Connect a Guesty account to Guestway from inside the platform at any time. ## PMS Connection from the platform (after sign-up completed): Already signed up? Connect a Guesty account from inside your existing Guestway account. {% @guideflow/guideflow-embed requestedUrl="" %} ## Need Help? If you want to contact **Guestway** for support, send an email to ****. # Smoobu Connect a Smoobu account to Guestway from inside the platform at any time. ## PMS Connection from the platform (after sign-up completed): Already signed up? Connect a Smoobu account from inside your existing Guestway account. {% @guideflow/guideflow-embed requestedUrl="" %} #### ⚠️ IMPORTANT Important Webhook URL ⚠️ \ After the smoobu integration is created in Guestway, a webhook URL will also need to be set in the Smoobu webplatform. Please follow the instruction underneath. {% @guideflow/guideflow-embed requestedUrl="" %} ## Need help? If you want to contact **Guestway** for support, send an email to ****. # Apaleo Connect an Apaleo account to Guestway from inside the platform at any time. ## PMS Connection from the platform (after sign-up completed): Already signed up? Connect an Apaleo account from inside your existing Guestway account. {% @guideflow/guideflow-embed requestedUrl="" %} ## What is Email Forwarding? You can manage how your OTA-related emails are handled. The *Receiving email* provides you with a unique Guestway email address that can be added to platforms like [Booking.com](/integrations/online-travel-agencies-ota/booking.com) and [Expedia](/integrations/online-travel-agencies-ota/expedia). When those platforms send reservation or guest communication emails, Guestway will automatically receive and process them. The *Email Forwarding* feature allows you to define a destination email address where Guestway will forward all incoming messages—this ensures you still receive all OTA emails in your own inbox while also letting Guestway handle automation and responses. ### Billing with Apaleo Teams on Apaleo can work with the guest's Apaleo bill from inside Guestway, without switching systems: | Action | What it does | | ------------------------ | ----------------------------------------------------------------------------------------- | | **Retrieve guest bills** | Pull the guest's current bill from Apaleo and see the open items against the reservation. | | **Add bill lines** | Post a new charge to the guest's Apaleo bill from Guestway. | | **Record payments** | Register a payment against the bill so Apaleo and Guestway agree on what's settled. | > Because payment and settlement actions depend on what the connected system supports, they only appear where Apaleo can service them. If an action is missing on a reservation, check the connection rather than assuming the feature is off. Fees you configure in the [Guest Journey](https://docs.guestway.io/settings/organization-settings/guest-journey) **Fees** step can be written to the Apaleo bill by turning on **Sync to PMS bill** on the fee. ## Need Help? If you want to contact **Guestway** for support, send an email to ****. # Mews Connect a Mews account to Guestway from inside the platform at any time. ## PMS Connection from the platform (after sign-up completed): Already signed up? Connect a Mews account from inside your existing Guestway account. {% @guideflow/guideflow-embed requestedUrl="" %} ## What is Email Forwarding? You can manage how your OTA-related emails are handled. The *Receiving email* provides you with a unique Guestway email address that can be added to platforms like [Booking.com](/integrations/online-travel-agencies-ota/booking.com) and [Expedia](/integrations/online-travel-agencies-ota/expedia). When those platforms send reservation or guest communication emails, Guestway will automatically receive and process them. The *Email Forwarding* feature allows you to define a destination email address where Guestway will forward all incoming messages—this ensures you still receive all OTA emails in your own inbox while also letting Guestway handle automation and responses. ## Need Help? If you want to contact **Guestway** for support, send an email to ****. # Smart Locks First integrate your smart locks and then connect them to your listing Set up the integration with your smart lock provider: {% content-ref url="/pages/nOrBFaehLINCe56cuTt5" %} [Nuki](/integrations/smart-locks/nuki) {% endcontent-ref %} {% content-ref url="/pages/w41exxn684TVLQtyeouY" %} [Salto](/integrations/smart-locks/salto) {% endcontent-ref %} {% content-ref url="/pages/QeOrbB2DuoAOz3U4j6Y4" %} [Yale](/integrations/smart-locks/yale) {% endcontent-ref %} {% content-ref url="/pages/CDljKdppvYTZbOJrkYUo" %} [ProDatakey](/integrations/smart-locks/prodatakey) {% endcontent-ref %} Link your Smart Locks with your Listings / Complex: {% @guideflow/guideflow-embed requestedUrl="" %} # Nuki {% @guideflow/guideflow-embed requestedUrl="" %} ### How to Connect Nuki Smart Locks Connecting your Nuki smart locks to Guestway is straightforward and secure. This integration requires generating an API key from your Nuki Web account and entering it into Guestway. **How to connect Nuki:** 1. **Go to Organization Settings**\ In your Guestway dashboard, select the organization you want to connect. 2. **Open the Integrations Tab**\ Navigate to the “Integrations” section. 3. **Click on “Create”**\ Select “Create” to add a new integration. 4. **Choose Nuki**\ Select **Nuki** from the list of supported integrations. 5. **Follow the Step-by-Step Guideflow** * You’ll see a detailed guideflow on your screen. * Follow each step to log in to your Nuki Web account, generate a new API key, and copy it. 6. **Paste the API Key into Guestway** * Paste the API key into the field provided in the Guestway setup window. 7. **Complete the Integration**\ Once you submit the API key, Guestway will automatically sync your Nuki smart locks. * Assign locks to the appropriate listings or units. * Activate or deactivate locks as needed from the Integrations page. **That’s it!**\ Your Nuki smart locks are now connected and can be fully managed within Guestway. > **Tip:**\ > If you have any issues, check the step-by-step guideflow shown during setup or reach out to our support team for help. # Salto {% @guideflow/guideflow-embed requestedUrl="" %} ### How to Connect SALTO Smart Locks Connecting your SALTO smart locks to Guestway is a secure and streamlined process. The integration uses OAuth, so you never need to share your password—just authorize access and you’re set. **Here’s how to connect SALTO:** 1. **Go to Organization Settings**\ In your Guestway dashboard, open the settings for the organization you want to connect. 2. **Open the Integrations Tab**\ Click the “Integrations” tab to manage your available connections. 3. **Add New Integration**\ Click on “Create” and choose **SALTO** from the list of supported smart lock providers. 4. **Authenticate with OAuth**\ You’ll be guided through a secure OAuth authentication flow. * Sign in with your SALTO credentials via the pop-up window. * Authorize Guestway to connect to your SALTO account and manage your locks. 5. **Sync & Assign Locks**\ Once authenticated, Guestway will automatically pull your SALTO devices and let you assign locks to specific listings. * You can activate or deactivate each device or listing from the Integrations page as needed. **That’s it!**\ Your SALTO locks are now connected. Access codes, access logs, and device status will sync automatically—making access management fully integrated with your Guestway workflow. > **Tip:**\ > You can always return to the Integrations page to manage, disconnect, or troubleshoot your SALTO integration at any time. # Yale {% @guideflow/guideflow-embed requestedUrl="" %} ### How to Connect Yale Smart Locks Integrating Yale smart locks with Guestway is quick and secure, using OAuth authentication managed via Seam. There’s no need to share passwords or handle complex setup steps. **How to connect Yale:** 1. **Go to Organization Settings**\ Open your Guestway dashboard and select the organization you want to connect. 2. **Open the Integrations Tab**\ Navigate to the “Integrations” section. 3. **Click on “Create”**\ Select “Create” to add a new integration. 4. **Choose Yale**\ Select **Yale** from the list of supported integrations. 5. **Authenticate via Seam (OAuth)**\ You’ll be securely redirected to Seam’s authentication flow. * Sign in with your Yale credentials as prompted by Seam. * Approve the requested permissions for Guestway to access and manage your Yale devices. 6. **Sync & Assign Locks**\ Once authentication is complete, Guestway will sync your Yale smart locks. * Assign locks to the relevant listings or units. * Activate or deactivate locks as needed from the Integrations page. **That’s it!**\ Your Yale smart locks are now connected to Guestway and ready for streamlined access management. > **Tip:**\ > You can always manage or disconnect your Yale integration through the Integrations tab in your organization settings. # ProDatakey {% @guideflow/guideflow-embed requestedUrl="" %} ### How to Connect ProdataKey (PDK) Access Control Connecting your ProdataKey (PDK) system to Guestway is simple and secure. This integration requires generating an API key from your ProdataKey account and entering it into Guestway. **How to connect ProdataKey:** 1. **Go to Organization Settings**\ In your Guestway dashboard, select the organization you want to connect. 2. **Open the Integrations Tab**\ Navigate to the “Integrations” section. 3. **Click on “Create”**\ Select “Create” to add a new integration. 4. **Choose ProdataKey (PDK)**\ Select **ProdataKey** from the list of supported integrations. 5. **Follow the Step-by-Step Guideflow** * A detailed guideflow will appear on your screen. * Follow each step to log in to your ProdataKey account, generate a new API key, and copy it. 6. **Paste the API Key into Guestway** * Paste the copied API key into the field provided in the Guestway setup window. 7. **Complete the Integration**\ After you submit the API key, Guestway will automatically sync your ProdataKey access devices. * Assign devices to the appropriate listings or units. * Activate or deactivate devices as needed from the Integrations page. **That’s it!**\ Your ProdataKey access control system is now connected and manageable from your Guestway dashboard. > **Tip:**\ > If you need help at any point, refer to the step-by-step guideflow on your screen during setup, or reach out to our support team for assistance. # Smart Thermostats {% content-ref url="/pages/XBXMFHJVOQjMbNRV2T86" %} [Google Nest](/integrations/smart-thermostats/google-nest) {% endcontent-ref %} {% content-ref url="/pages/StG2Shu1NeblIyma1Xog" %} [Honeywell](/integrations/smart-thermostats/honeywell) {% endcontent-ref %} {% content-ref url="/pages/6XNQoJmdVSUiV645uCms" %} [Zennio](/integrations/smart-thermostats/zennio) {% endcontent-ref %} # Google Nest {% @guideflow/guideflow-embed requestedUrl="" %} ### How to Connect Google Nest Smart Thermostats Integrating your Google Nest thermostats with Guestway is quick and fully secure, thanks to the OAuth authentication process. There’s no need for technical expertise—just log in and approve the connection. **How to connect Google Nest:** 1. **Go to Organization Settings**\ Open your Guestway dashboard, select the organization you want to configure, and access its settings. 2. **Navigate to the Integrations Tab**\ Click on “Integrations” to see all available integrations for your organization. 3. **Add New Integration**\ Click “Create” and select **Google Nest** from the list of supported smart thermostat providers. 4. **Authenticate with OAuth**\ You’ll be redirected to Google’s secure login page. * Sign in with your Google account linked to your Nest thermostats. * Approve Guestway’s access request to connect and manage your Nest devices. 5. **Sync & Assign Devices**\ After successful authentication, Guestway will sync your Google Nest thermostats. * Assign devices to the relevant listings or units. * Activate or deactivate thermostats as needed—all from the Integrations page. **That’s it!**\ Your Google Nest thermostats are now integrated with Guestway, allowing you to monitor, automate, and optimize climate control for each property, directly from your dashboard. > **Tip:**\ > Manage or disconnect your Nest integration any time from the Integrations page in your organization settings. # Honeywell {% @guideflow/guideflow-embed requestedUrl="" %} ### How to Connect Honeywell Smart Thermostats Integrating your Honeywell smart thermostats with Guestway is fast, secure, and designed to require zero technical skills. The connection uses OAuth, so you simply log in and approve access—no need to share passwords or deal with manual configuration. **Here’s how to connect Honeywell:** 1. **Go to Organization Settings**\ In your Guestway dashboard, select the organization you want to manage, then open the settings. 2. **Open the Integrations Tab**\ Click on “Integrations” to see all available options. 3. **Add New Integration**\ Click on “Create” and choose **Honeywell** from the list of smart thermostat providers. 4. **Authenticate with OAuth**\ You’ll be redirected to a secure Honeywell login screen. * Enter your Honeywell account credentials. * Approve the connection between Honeywell and Guestway. 5. **Sync & Assign Devices**\ Once authentication is complete, Guestway will automatically sync your Honeywell thermostats. * Assign thermostats to specific listings or units. * You can activate or deactivate any device or listing directly from the Integrations page. **That’s it!**\ Your Honeywell thermostats are now connected. You can monitor and adjust climate settings, automate schedules, and optimize energy usage directly from Guestway. > **Tip:**\ > You can manage, disconnect, or reconfigure your Honeywell integration at any time through the Integrations page in your organization settings. # Zennio {% @guideflow/guideflow-embed requestedUrl="" %} ### How to Connect Zennio Smart Devices Connecting your Zennio smart devices with Guestway is quick and secure, using direct login within the platform—no external API keys needed. **How to connect Zennio:** 1. **Go to Organization Settings**\ In your Guestway dashboard, select the organization you want to connect. 2. **Open the Integrations Tab**\ Navigate to the “Integrations” section. 3. **Click on “Create”**\ Select “Create” to add a new integration. 4. **Choose Zennio**\ Select **Zennio** from the list of supported integrations. 5. **Direct Login from Guestway** * You will be prompted to log in directly to your Zennio account within Guestway. * Enter your Zennio credentials in the secure login window and authorize Guestway to access your devices. 6. **Sync & Assign Devices**\ After successful login, Guestway will automatically sync your Zennio smart devices. * Assign devices to the relevant listings or units. * Activate or deactivate devices as needed via the Integrations page. **That’s it!**\ Your Zennio smart devices are now integrated and ready to be managed directly through Guestway. > **Tip:**\ > You can manage, update, or disconnect your Zennio integration anytime from the Integrations tab in your organization settings. # Online Travel Agencies (OTA) ## Online Travel Agencies (OTA) Guestway supports direct **Online Travel Agency (OTA)** integrations. These integrations work alongside your existing Property Management System (PMS) integration to give you faster communication and more control without leaving the platform. **Important**: OTA integrations are always supplementary to a PMS. An organization cannot have only OTA integrations without any PMS integrations — connect a PMS first. ## Advantages Adding an OTA integration directly brings several benefits, depending on your PMS: * **Faster communication** — receiving and sending messages is faster and often instant. * **More actions in one place** — some actions become directly available in Guestway, whereas before you had to go to the PMS or OTA website. * **Extended review support** — Review center support is extended with more features than before. ## Supported OTA integrations {% content-ref url="/pages/ht0VLFCGavo8AWPhTZ84" %} [Airbnb](/integrations/online-travel-agencies-ota/airbnb) {% endcontent-ref %} {% content-ref url="/pages/kBJtMtDFZjVd4zhbiUzV" %} [Booking.com](/integrations/online-travel-agencies-ota/booking.com) {% endcontent-ref %} {% content-ref url="/pages/J3J7uqAkCsXO2btkkmvf" %} [Expedia](/integrations/online-travel-agencies-ota/expedia) {% endcontent-ref %} # Airbnb ## Airbnb Guestway connects directly to your Airbnb account through an official integration — no email forwarding or manual setup required. Once connected, guest messages flow into your Guestway Inbox in real time, and replies are delivered natively through Airbnb messaging. The direct integration also unlocks capabilities beyond messaging: reply to guest reviews from the Review Center, and pre-approve, approve, or alter reservations directly from the Inbox. *** ### How it works Unlike email-based OTA integrations (such as Booking.com or Expedia), the Airbnb connection uses direct authorization (OAuth). You log in to Airbnb, grant Guestway access, and the two platforms stay in sync from that point on. Messages are sent and received through Airbnb's API — not converted from email — which means faster delivery and access to features that email-based integrations cannot provide. *** #### Before you start * You must have the **Super Admin** role (or higher) within your Guestway Organization. * You must be logged in to the **correct Airbnb account** you want to connect. {% hint style="info" %} **Connecting the right account:** if you manage multiple Airbnb accounts, verify which one is active in your browser before starting. Each connected account becomes a separate integration in Guestway, and you cannot change the linked account after connecting — you would need to disconnect and reconnect. {% endhint %} {% hint style="info" %} You can add one or multiple Airbnb integrations in a single Organization.\ Each integration represents one connected Airbnb account. {% endhint %} *** ### Connecting your Airbnb account {% @guideflow/guideflow-embed requestedUrl="" %} 1. Go to **Organization Settings → Integration**. 2. Click **Add Integration**. 3. Find the **Airbnb** integration and click **Connect**. 4. Enter a descriptive **name** for the integration — especially important if you plan to connect more than one Airbnb account. 5. Click **Connect**. You will be redirected to the Airbnb website. 6. Log in to your Airbnb account if prompted. 7. Review the permissions and click **Accept** to grant Guestway access. 8. You will be redirected back to Guestway. The integration is now active. #### How to quickly see if everything is working {% @guideflow/guideflow-embed requestedUrl="" %} *** #### What changes after connecting Once the integration is active, Guestway communicates with Airbnb directly instead of routing through your PMS. If you previously relied on your PMS for Airbnb communication, the direct integration takes priority automatically — no extra configuration needed. **Messaging** * **Sending messages:** when you hover over the channel selector in a conversation, you will see the **Airbnb integration name** instead of the PMS integration name. Messages are sent directly through Airbnb. * **Receiving messages:** incoming Airbnb guest messages appear in your Guestway Inbox in real time. **Reviews** Reply to Airbnb guest reviews directly from the Guestway **Review Center** without switching to the Airbnb platform.
**Listing photos** If your connected Airbnb listing has photos, Guestway pulls them into the matching listing record automatically, so your listing details stay complete. This requires the direct Airbnb integration described above. **Reservation actions** Take action on Airbnb reservations directly from the **Inbox**: * **Pre-approve** booking inquiries * **Approve** booking requests * **Make alterations** to existing reservations
*** ### Adding multiple Airbnb accounts If your business operates several Airbnb accounts (for example, one per brand or region), repeat the connection steps for each account. Give each integration a clear, distinct name so your team can tell them apart in the Inbox channel selector. Each integration is independent — connecting or disconnecting one does not affect the others. *** ### Related pages * Online Travel Agencies (OTA) — overview of all supported OTA integrations. * Booking.com — set up the Booking.com integration (email-based). * Expedia — set up the Expedia integration (email-based). * Property Management Systems — your PMS integration, which the Airbnb connection builds on. * Unified AI Inbox — where Airbnb conversations appear alongside all other channels. # Booking.com ## Booking.com Guestway's Booking.com integration routes guest messages and reservation notifications into your Guestway Inbox via email — so you can read and reply to Booking.com guests from the same place you manage every other channel. Use this setup when your PMS does not support Booking.com communication natively. *** ### How it works Booking.com sends reservation and guest message notifications by email. Guestway receives those emails, automatically links each one to the correct reservation by analyzing booking details in the message, and converts it into a conversation. When you reply from the Guestway Inbox, the response is delivered back to the guest through Booking.com messaging. *** ### Before you start You will need: * **Booking.com Extranet** access with admin permissions. * **Super Admin** role (or higher) within your Guestway Organization. * An existing **PMS integration** configured in Guestway that does not already support Booking.com communication. *** ### Step 1 — Get the Guestway receiving email 1. In Guestway, go to **Settings → Integrations** and click the relevant **PMS**. 2. Scroll to the **OTA Messaging System** section. 3. Copy the **Receiving email** — you will paste this into Booking.com in the next step.
#### Forwarding email (recommended) In the same section you can configure a **Forwarding email**. We highly recommend enabling this: when set, Guestway sends a complete copy of every incoming Booking.com email to this address, so you always have an independent record to check against the unified inbox. If something looks like it's missing from Guestway, you can confirm here whether it reached Guestway at all. This is also useful if another team or system needs its own copy of these messages. *** ### Step 2 — Configure Booking.com Extranet Log in to the Booking.com Extranet at [admin.booking.com](https://admin.booking.com/). #### 2.1 Add Guestway as a contact 1. Go to **Account → Contacts**. 2. Click **Add contact**. 3. Fill in the form: * **Name:** `Guestway Integration` * **Email:** paste the Guestway Receiving email you copied in Step 1 * **Preferred language:** select **American English** 4. Save the contact as **Reservation Manager**. This tells Booking.com to send reservation and guest communication emails to Guestway.
{% hint style="info" %} **Only one Reservation Manager contact is supported.**\ Guestway requires exactly **one active Reservation Manager contact** to receive emails correctly. Before saving, check that no other Reservation Manager contact exists in your Booking.com account. If one does, remove it first. Having more than one Reservation Manager contact will cause messages to not appear in Guestway. {% endhint %} {% hint style="info" %} **Why American English?** Guestway parses the email content Booking.com sends to extract reservation details. The parser expects American English formatting — selecting a different language may prevent Guestway from matching messages to the correct reservation. {% endhint %} #### 2.2 Enable message notifications 1. Go to **Account → Messaging preferences → General settings**. 2. Under **Notifications**, enable both: * **A guest sends a message** → **ON** * **A guest request is replied to automatically** → **ON** These notifications ensure every guest message is forwarded to Guestway in real time.
#### 2.3 Allow Guestway to send messages Booking.com only delivers emails from approved sender addresses. Without this step, replies you send from Guestway will never reach the guest. 1. Go to **Messaging preferences → Security settings**. 2. Under **Your email addresses**, click **Add email address**. 3. Add: `noreply@ota-mail.guestway.io` 4. Make sure **Block all email communication** is turned **OFF**.
*** ### Step 3 — Validate the setup Send a test message from any Booking.com reservation. If everything is configured correctly: * The message appears in your **Guestway Inbox**. * You can reply from Guestway. * The guest receives the reply in **Booking.com chat**. If the message does not appear, double-check: 1. The Receiving email was pasted correctly in the Booking.com contact. 2. Only **one** Reservation Manager contact exists. 3. Message notifications are enabled (Step 2.2). 4. The Guestway sender address is approved and communication is not blocked (Step 2.3). If the issue persists, contact ****. *** ### Related pages * Online Travel Agencies (OTA) — overview of all supported OTA integrations. * Property Management Systems — configure the PMS integration that powers the OTA Messaging System. * Unified AI Inbox — where Booking.com conversations appear alongside all other channels. # Expedia ## Expedia Guestway's Expedia integration routes guest messages into your Guestway Inbox via email — so you can read and reply to Expedia guests from the same place you manage every other channel. Use this setup when your PMS does not support Expedia communication natively. *** ### How it works You create a dedicated user in Expedia Partner Central using a special Guestway email address. Expedia sends all guest message notifications to that address, and Guestway automatically matches each one to the correct reservation. When you reply from the Guestway Inbox, the response is delivered back to the guest through the Expedia channel. *** ### Before you start You will need: * Access to your **Expedia account** with admin permissions. * **Super Admin** role (or higher) within your Guestway Organization. * An existing **PMS integration** configured in Guestway that does not already support Expedia communication. *** ### Step 1 — Get the Guestway receiving email 1. In Guestway, go to **Settings → Integrations** and click the relevant **PMS**. 2. Scroll to the **OTA Messaging System** section. 3. Copy the **Receiving email** — it will look like `organization-name-1@m.gstw.io`. You will use this email to create the Expedia user in the next step.
#### Forwarding email (required for this integration) In the same section, configure a **Forwarding email**. This tells Guestway to forward every incoming email to an address you can access directly. You need this because Expedia will send an invitation to the Receiving email and the only way to accept that invitation is through the Forwarding email inbox. *** ### Step 2 — Create a Guestway user in Expedia Log in to Expedia Partner Central at [expediapartnercentral.com](https://www.expediapartnercentral.com/). #### 2.1 Invite the new user 1. Go to **Administration → Users**. 2. Click **Invite User**. 3. Enter the Guestway **Receiving email** you copied in Step 1. 4. Make sure you select **"English" for the language** of this "Guestway" User. 5. Complete and send the invitation. #### 2.2 Accept the invitation Expedia sends the invitation to the Guestway Receiving email. Because you configured the Forwarding email, that invitation arrives in your forwarding inbox. 1. Open the **Forwarding email** inbox you configured in Step 1. 2. Find the Expedia invitation email. 3. Click the invitation link and follow the steps to **create and finalize the new user account**. #### 2.3 Enable guest message notifications Once the new user is created, make sure it receives guest emails: 1. In Expedia Partner Central, open the **Users** overview. 2. Find the Guestway Integration user you just created. 3. Click the actions menu and select **Edit notifications**. 4. Enable **Guest messages (email)** for each Expedia property you want routed to Guestway. *** ### Step 3 — Validate the setup Send a test message from any Expedia reservation. If everything is configured correctly: * The message appears in your **Guestway Inbox**. * You can reply from Guestway using the **Expedia channel**. * The guest receives the reply through Expedia messaging. {% hint style="info" %} **Troubleshooting:** if messages are not arriving in Guestway, check the **Forwarding email** inbox you configured. If no Expedia guest emails are landing there either, the issue is on the Expedia side — the new user's notification settings may not be enabled, or the user account was not finalized correctly. Retrace Step 2 to verify each setting. {% endhint %} If the issue persists, contact ****. *** ### Related pages * Online Travel Agencies (OTA) — overview of all supported OTA integrations. * Booking.com — set up the Booking.com OTA integration (similar email-based flow). * Property Management Systems — configure the PMS integration that powers the OTA Messaging System. * Unified AI Inbox — where Expedia conversations appear alongside all other channels. # SMS {% content-ref url="/pages/GHNKE2zWZEJ5K0vvuRP6" %} [Twilio (For SMS)](/integrations/sms/twilio-for-sms) {% endcontent-ref %} {% content-ref url="/pages/LI1xiIBfLPcXFk6qxdjL" %} [Sinch MessageMedia (For SMS)](/integrations/sms/sinch-messagemedia-for-sms) {% endcontent-ref %} # Twilio (For SMS) How to set up your integration with Twilio ### Twilio (For SMS) Guestway's Twilio integration lets you send and receive SMS messages with guests directly from your Guestway Inbox. Connect a Twilio phone number or Messaging Service, and all inbound texts are routed into Guestway as conversations — replies you send from Guestway are delivered as SMS automatically. *** #### How it works Guestway registers webhook endpoints on the Twilio phone number or Messaging Service you provide. When a guest sends an SMS to that number, Twilio forwards the message to Guestway in real time. When you reply from the Guestway Inbox, Guestway calls Twilio's API to deliver the response as an SMS to the guest. *** #### Before you start * A **Twilio account** with active billing. * Your **Account SID** and **Auth Token** (found on the [Twilio Console](https://www.twilio.com/console) dashboard). * A Twilio phone number or Messaging Service **dedicated exclusively to Guestway**. {% hint style="info" %} **Webhook overwrite:** Guestway will overwrite the webhook configuration on the Twilio resource you connect. Only use a phone number or Messaging Service that is **not already used by another application** — any existing webhook on that resource will be replaced. {% endhint %} *** #### Step 1 — Get your Twilio Sender ID Guestway needs the **SID** of the Twilio resource that will send and receive messages. You have two options: | Option | Where to find it | When to use | | --------------------- | ------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------ | | **Phone Number** | **Phone Numbers → Active Numbers** in the Twilio Console. Copy the Phone Number SID (starts with `PN`). | Best for most setups — a single dedicated number for guest SMS. | | **Messaging Service** | **Messaging → Services** in the Twilio Console. Copy the Service SID (starts with `MG`). | Use when you want Twilio to select from a pool of numbers automatically. | *** #### Step 2 — Connect Twilio to Guestway 1. In Guestway, go to **Settings → Integrations**. 2. Click **Create** and select **Twilio**. 3. Fill in the connection form: | Field | Value | | --------------- | ---------------------------------------------------------------- | | **Account SID** | Starts with `AC` — from your Twilio Console dashboard. | | **Auth Token** | Found alongside the Account SID on the Twilio Console dashboard. | | **Sender ID** | The `PN…` or `MG…` SID you copied in Step 1. | 4. Click **Submit**. Guestway validates your credentials and registers its webhooks on the sender resource. The integration is now active. SMS conversations will begin appearing in your Inbox. {% hint style="info" %} The **Sender ID** cannot be changed after setup. To switch to a different phone number or Messaging Service, disconnect the integration and reconnect it with the new SID. {% endhint %} *** #### What changes after connecting Once the Twilio integration is active: * **Inbound SMS** from guests appear as conversations in your Guestway **Inbox**, alongside messages from other channels (Airbnb, Booking.com, WhatsApp, etc.). * **Outbound replies** you send from the Inbox are delivered to the guest as SMS through your connected Twilio number. *** #### Limitations * Messages have a maximum length of **1,600 characters**. *** #### Troubleshooting If SMS messages are not appearing in your Guestway Inbox after connecting: 1. Confirm the integration is listed and active in **Settings → Integrations**. 2. Verify the **Account SID**, **Auth Token**, and **Sender ID** are correct — a typo in any field will prevent the connection. 3. Check that the Twilio phone number or Messaging Service has active billing and is not suspended. 4. Send a test SMS to the connected number from a personal phone and check whether it arrives. For Twilio-specific error codes, see the [Twilio error reference](https://www.twilio.com/docs/api/errors). If the issue persists, contact ****. *** #### Related pages * Property Management Systems — configure the PMS integration that powers your Guestway organization. * Unified AI Inbox — where SMS conversations appear alongside all other channels. ####
# Sinch MessageMedia (For SMS) ### Sinch MessageMedia Guestway integrates with Sinch MessageMedia to enable SMS communication with guests directly from your Guestway Inbox. Connect your Sinch MessageMedia account, and inbound guest texts are routed into Guestway as conversations — replies you send from the Inbox are delivered as SMS automatically. Two variants are available: **Sinch MessageMedia (Non-EU)** for accounts in most regions outside of the EU, and **Sinch MessageMedia EU** for accounts hosted in the European Union. *** #### How it works When you connect your Sinch MessageMedia account to Guestway, SMS messages sent to your Sinch MessageMedia number are forwarded into your Guestway Inbox. When you reply from the Inbox, Guestway delivers the message back to the guest as an SMS through Sinch MessageMedia. *** #### Choosing the right variant Guestway offers two Sinch MessageMedia integrations. Choose the one that matches where your Sinch MessageMedia account is hosted: | Variant | When to use | | ------------------------- | ---------------------------------------------------------------------------------------- | | **Sinch MessageMedia** | Your account is hosted outside the EU (e.g., US, Australia, or global). | | **Sinch MessageMedia EU** | Your account is hosted in the European Union. Required for EU data residency compliance. | {% hint style="info" %} Not sure which variant to choose? Check your Sinch MessageMedia account settings or contact Sinch MessageMedia support to confirm your account's hosting region. {% endhint %} The setup steps are identical for both variants — the only difference is the regional endpoint Guestway connects to. *** #### Before you start * A **Sinch MessageMedia account** with active billing and an SMS-capable number. * Your Sinch MessageMedia **API credentials** (found in your Sinch MessageMedia account settings). * **Super Admin** role (or higher) within your Guestway Organization. *** #### Connecting your Sinch MessageMedia account 1. In Guestway, go to **Settings → Integrations**. 2. Click **Create**. 3. Find **Sinch MessageMedia** (or **Sinch MessageMedia EU**) and click **Connect**. 4. Enter your Sinch MessageMedia credentials when prompted. | Field | Value | | -------------- | -------------------------------------------------- | | **API Key** | Found in your Sinch MessageMedia account settings. | | **API Secret** | Found alongside the API Key. | 5. Complete the remaining wizard steps. Guestway validates your credentials and activates the integration. Once connected, SMS conversations will begin appearing in your Guestway **Inbox**. *** #### What changes after connecting Once the Sinch MessageMedia integration is active: * **Inbound SMS** from guests appear as conversations in your Guestway **Inbox**, alongside messages from other channels (Airbnb, Booking.com, WhatsApp, etc.). * **Outbound replies** you send from the Inbox are delivered to the guest as SMS through your connected Sinch MessageMedia number. *** #### Troubleshooting If SMS messages are not appearing in your Guestway Inbox after connecting: 1. Confirm the integration is listed and active in **Settings → Integrations**. 2. Verify that your Sinch MessageMedia account has active billing and the connected number is SMS-capable. 3. Check that the API credentials entered during setup are still valid — credentials may expire or be rotated in the Sinch MessageMedia dashboard. 4. Send a test SMS to the connected number from a personal phone and check whether it arrives. If the issue persists, contact ****. *** #### Related pages * Twilio (For SMS) — an alternative SMS integration using Twilio. * Property Management Systems — configure the PMS integration that powers your Guestway organization. * Unified AI Inbox — where SMS conversations appear alongside all other channels.

# Whatsapp This section explains how to connect and use WhatsApp inside Guestway. {% content-ref url="/pages/2jovSBornzq1c5kQHJ7a" %} [Meta setup & Guestway integration](/integrations/whatsapp/meta-setup-and-guestway-integration) {% endcontent-ref %} {% content-ref url="/pages/Us0uSVqDSmozPWtlGwP8" %} [Connect your existing WhatsApp Business App](/integrations/whatsapp/connect-your-existing-whatsapp-business-app) {% endcontent-ref %} {% content-ref url="/pages/hzEurMDcgXokYvjGW4Tv" %} [Using Whatsapp in Guestway](/integrations/whatsapp/using-whatsapp-in-guestway) {% endcontent-ref %} # Meta setup & Guestway integration Guestway uses the official WhatsApp Business Platform to send and receive WhatsApp messages with guests. Before you can start, you need to connect a WhatsApp number to your Guestway organization through Meta. #### Which setup should I use? There are two ways to connect WhatsApp to Guestway. Choose the one that fits your situation: | Option | When to use | | --------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------- | | **Standard setup (this page)** | You want to use a new dedicated number, or you are ready to fully migrate an existing number to API-only and stop using the WhatsApp app. | | [**Coexistence**](https://docs.guestway.io/integrations/whatsapp-1/connect-your-existing-whatsapp-business-app) | You already use the WhatsApp Business App on a phone and want to keep using it alongside Guestway. | #### Before you start Prepare the following: * A business phone number — either a new number, or an existing number you are ready to stop using in the WhatsApp app * Legal company details (company name, address, business email) * Access to SMS or voice verification for the number * A credit card for WhatsApp usage billing * **Admin permissions** inside your Guestway organization *** ### Part 1. Meta setup All steps in this part happen inside Meta Business Manager at [business.facebook.com](https://business.facebook.com). #### 1. Create a Meta Business Portfolio {% @guideflow/guideflow-embed requestedUrl="" %} Create your business environment in Meta Business Suite. This acts as the owner of your WhatsApp account and phone numbers. You will add: * Company name * Business email * Business address After creation, Meta may ask you to verify the company — this can happen at any point during or after setup. #### 2. Create a WhatsApp Business Account {% @guideflow/guideflow-embed requestedUrl="" %} Create the WhatsApp Business Account (WABA) using Meta's embedded signup flow. During this process you will: * Select your Business Portfolio * Enter the display name shown to guests * Choose a business category * Confirm your company details This account represents your brand in all WhatsApp conversations. #### 3. Add a phone number {% @guideflow/guideflow-embed requestedUrl="" %} Register the phone number that will send and receive messages. You have two options: **Option A — Migrate an existing WhatsApp number** {% hint style="info" %} **Use this option if you currently use a number on the WhatsApp or WhatsApp Business app and want to move it fully to Guestway.** {% endhint %} {% hint style="info" %} \ **After migration, the WhatsApp app on that phone will stop working for this number, and chat history will not be carried over.** If you want to keep using the app alongside Guestway, use [Coexistence](https://docs.guestway.io/integrations/whatsapp-1/connect-your-existing-whatsapp-business-app) instead. {% endhint %} * Deactivate the WhatsApp app for this number before starting the migration * You will receive a verification code via SMS or voice call to confirm ownership * The number becomes API-only and is fully managed through Guestway **Option B — Use a new number** * Any phone number that has not been previously registered on WhatsApp * Landline numbers are supported * Recommended for most new setups — keeps your personal or team WhatsApp usage separate #### 4. Configure WhatsApp billing {% @guideflow/guideflow-embed requestedUrl="" %} WhatsApp messaging is charged by Meta. Without a valid payment method, messages cannot be delivered. Add a payment method to your WhatsApp Business Account and set it as the default. You can do this inside Meta Business Manager under **WhatsApp Business Account → Payment settings**. {% hint style="info" %} If billing is not configured correctly, message sending will fail and an error will appear in the Guestway Inbox. For step-by-step billing setup, follow the official [Meta billing guide](https://www.facebook.com/business/help/488291839463771). {% endhint %}

Error shown in the Guestway Inbox when billing is missing or incorrectly configured

*** ### Part 2. Connect WhatsApp to Guestway Once your Meta setup is complete, connect the number inside Guestway. {% hint style="info" %} You must have **Admin permissions** inside your Guestway organization to complete this step. {% endhint %} #### Step 1. Open the WhatsApp integration In Guestway, go to **Settings → Integrations → Create → WhatsApp**. #### Step 2. Start the Meta connection flow Guestway will open the official Meta embedded signup window. Log in using the Facebook account that manages your Meta Business Portfolio.

The Meta embedded signup window opens inside Guestway

During the flow you will: 1. Select your **Business Portfolio** 2. Select your **WhatsApp Business Account**
1. Select the **phone number** you registered in Part 1 2. Grant Guestway the required permissions Confirm all steps until Meta shows the connection is complete. #### Step 3. Finalize the connection After the popup closes, your WhatsApp number will appear as connected in **Settings → Integrations**. The channel is now active. Incoming WhatsApp messages from guests will start appearing in your Guestway Inbox automatically. *** #### Related pages * Connect your existing WhatsApp Business App (Coexistence) — keep using the WhatsApp app on your phone alongside Guestway. * Using WhatsApp in Guestway — how to start conversations, use templates, and reply to guests *** # Connect your existing WhatsApp Business App (Coexistence) If your business already uses the WhatsApp Business App on a phone, you can connect that same number to Guestway **without losing access to the app**. This feature is called **WhatsApp Coexistence**. With Coexistence, your existing WhatsApp Business App number becomes connected to the WhatsApp Cloud API (which powers Guestway). You can continue chatting with guests directly from your phone, while also benefiting from Guestway's unified inbox, automated messaging, and team collaboration features. {% hint style="info" %} **When should I use this option?**\ Use this if you already have an active WhatsApp Business App number with existing guest conversations and contacts, and you do not want to lose that history or stop using the app.\ \ If you prefer to use a new number or fully migrate an existing number to API-only, see [Meta setup & Guestway integration](https://docs.guestway.io/integrations/whatsapp-1/meta-setup-and-guestway-integration) instead. {% endhint %} *** ### Before you start Make sure you have the following ready: * **WhatsApp Business App version 2.24.17 or higher** installed on the primary phone * **Phone number from a supported country** (see Supported countries section below) * **Phone number actively used** on the WhatsApp Business App for at least 7 days * **A Meta Business Portfolio** (you can create one during setup if needed) * **Access to the primary phone** during setup — you will need to scan a QR code * **A credit card** for WhatsApp API messaging billing * **Admin permissions** inside your Guestway organization *** ### Important things to know before connecting **Your WhatsApp Business App can only be connected to one Cloud API provider at a time.** If your number is already connected to another platform (for example another guest messaging tool, a CRM, or a marketing tool that uses WhatsApp API), you must disconnect from that provider first before connecting to Guestway. **All companion devices will be disconnected.** When you connect to Guestway, any linked devices (other phones, WhatsApp Web sessions, WhatsApp for Mac) will be automatically unlinked from the account. You **must initiate the connection from the primary phone** where the WhatsApp Business App was originally set up. After successfully connecting to Guestway, you can re-link supported companion apps. Note that WhatsApp for Windows and WhatsApp for WearOS are **not supported** in Coexistence mode and should not be used. *** ### Supported countries WhatsApp Coexistence is available globally. The only countries where it is **not** supported are: * Nigeria * South Africa If your phone number has a country code from one of these countries, you will not be able to use Coexistence. You can still connect to Guestway using a new number or by fully migrating your existing number. {% hint style="info" %} Meta may update this list over time. If you run into eligibility issues, check Meta's official Coexistence documentation for the latest information. {% endhint %} *** ### Step-by-step setup The setup involves actions on both your computer (in the Guestway platform) and your phone (in the WhatsApp Business App). Follow each step carefully. *** #### Part 1 — Start the connection in Guestway (on your computer) **Step 1. Open the WhatsApp integration** In Guestway, go to **Settings → Integrations → Create → WhatsApp**. This will open the Meta Embedded Signup window. **Step 2. Select your Business Portfolio** Log in using the Facebook account that manages your Meta Business Portfolio. Select your Business Portfolio from the dropdown. Under WhatsApp Business account, choose **"Connect a WhatsApp Business app"**.

Select your Business Portfolio and choose to connect an existing WhatsApp Business App

**Step 3. Enter your phone number** Enter the phone number that is currently active on your WhatsApp Business App. Select the correct country code.

Enter your existing WhatsApp Business App phone number

**Step 4. Confirm the connection details** Meta will recognize your number as an active WhatsApp Business App account. You will see a summary of what will be shared with Guestway, including your phone number, contacts, chats, and chat history. A notification will be sent to your customers informing them that chats are now managed via a secure service from Meta.

Confirmation screen showing what will be shared with Guestway

**Step 5. Scan the QR code** A QR code will appear on screen. Keep this screen open — you will need to scan it from your phone in the next part.

QR code displayed on screen to scan from the WhatsApp Business App

*** #### Part 2 — Connect from your phone (in the WhatsApp Business App) {% hint style="info" %} #### **Important:** these steps must be performed on the **primary phone** where the WhatsApp Business App is installed. Do not use a companion or linked device. {% endhint %} #### Step 6. Open the message from Facebook Business In your WhatsApp Business App, you will receive a message from the official Facebook Business account. This message contains a **"Connect"** button. Tap it.

Message from Facebook Business with the Connect to the Business Platform button

**Step 7. Review the connection information** You will see an overview explaining what Coexistence means: you can keep using your WhatsApp Business App, up to 6 months of chat history can be shared, and all future 1:1 chats will be managed via a secure service from Meta. Tap **"Connect to the Business Platform"** to continue.

Connect to the Business Platform information screen

**Step 8. Choose whether to share chat history** You will be asked whether to share your existing chat history with Guestway. * **Share all chats** — Recommended. Imports up to 6 months of your 1:1 conversation history into Guestway so you can continue conversations with existing guests. * **Don't share chats** — You will start fresh in Guestway. Existing conversations will remain only in the WhatsApp Business App. {% hint style="info" %} **This decision is permanent and cannot be changed later.** If you skip sharing and change your mind, you would need to disconnect and reconnect from scratch. {% endhint %}

Choose to share all chats or start fresh

**Step 9. Scan the QR code** Your phone will open the camera to scan the QR code displayed on your computer screen (from Step 5). Point your phone at the screen. The connection process will take up to 45 seconds.

Scanning the QR code and connecting your account

**Step 10. Connection confirmed on your phone** You will see a success message: **"You're connected to Guestway."** You can manage this connection at any time by going to **Settings → Account → Business Platform** in your WhatsApp Business App.

Success screen — you're connected to Guestway

After confirming, Guestway will appear as a connected platform in your WhatsApp Business App settings.

Connected platform settings showing Guestway

*** #### Part 3 — Finalize the connection (back on your computer) **Step 11. Review and confirm permissions** Back on your computer, the Meta flow will continue. You will see a permissions review screen showing what Guestway will have access to: managing your WhatsApp accounts, managing and opening conversations, and logging events. Click **"Confirm"** to grant these permissions.

Permissions review screen showing what Guestway will have access to

**Step 12. Account linking** The system will link your account. This may take a few moments.

Account linking in progress

**Step 13. Setup complete** You will see a confirmation that your account is linked to Guestway.

Account successfully linked to Guestway

*** #### Part 4 — Configure billing (required) {% hint style="info" %} #### **This step is mandatory.** Without a payment method, Guestway will not be able to send messages via the WhatsApp API on your behalf. On the final screen, click **"Add payment method"** to add a credit card. {% endhint %} You can also configure billing later inside your Meta Business Manager under **WhatsApp Business Account → Payment settings**. Messages you send from the WhatsApp Business App remain **free**. Messages sent through Guestway (via the Cloud API) are charged according to Meta's standard pricing. *** #### Part 5 — Verify everything works After completing the setup, go to **Settings → Integrations** in Guestway. Your WhatsApp number should now appear as a connected integration. Send a test message from a personal WhatsApp number to your business number. The message should appear in your Guestway Inbox.

Test message appearing in the WhatsApp Business App

The same conversation synced and visible in the Guestway Inbox

You can now reply to guests from either the WhatsApp Business App on your phone or from the Guestway Inbox. Messages are synced between both platforms. *** ### Limitations when using Coexistence When Coexistence is active, a few WhatsApp Business App features are disabled or changed: * **Disappearing messages** are turned off for all 1:1 chats * **View once messages** are disabled * **Live location sharing** is disabled in 1:1 chats * **Broadcast lists** are disabled — existing lists become read-only, new ones cannot be created * **Group chats** are not synced to Guestway (they continue to work normally in the app) * **Message throughput** is capped at 20 messages per second to maintain compatibility between the app and the API * **You must open the WhatsApp Business App at least once every 14 days** to keep the connection active Voice and video calls, catalogs, WhatsApp Status, and other business tools continue to work normally in the app. *** ### How to disconnect To stop using Coexistence and return to using only the WhatsApp Business App: 1. Open the **WhatsApp Business App** on your phone. 2. Go to **Settings → Account → Business Platform**. 3. Tap **"Disconnect"**. After disconnecting, all disabled features (broadcast lists, disappearing messages, etc.) will be re-enabled and your WhatsApp Business App will continue working as before. {% hint style="info" %} **Do not uninstall the WhatsApp Business App to disconnect.** Uninstalling instead of using the disconnect option may cause issues when trying to reconnect later. {% endhint %} *** #### Related pages * Meta setup & Guestway integration — connect a new number or fully migrate an existing one. * Using WhatsApp in Guestway — how to start conversations, use templates, and reply to guests. # Using Whatsapp in Guestway In this article we explain how WhatsApp messaging works inside Guestway and how to initiate conversations using templates. Once your WhatsApp number is connected, you can send and receive WhatsApp messages with guests directly from the Guestway Inbox — alongside all your other channels. This page explains how WhatsApp conversations work, how to start a new conversation, and how to manage message templates. *** #### How WhatsApp conversations work WhatsApp's Business Platform uses a **24-hour conversation window** rule: 1. **You send a template message** → a new conversation opens with the guest. 2. **The guest replies** → a 24-hour free-messaging window opens. 3. **Within 24 hours of their last reply** → you can send any message freely, no template needed. 4. **After 24 hours without a guest reply** → the window closes and a template is required to re-open it. This rule is enforced by Meta and applies to all businesses using the WhatsApp Business API.
*** #### Starting a new conversation {% @guideflow/guideflow-embed requestedUrl="" %} To open a new WhatsApp conversation with a guest from the Guestway Inbox: 1. Open the guest's reservation or conversation in the **Inbox**. 2. In the message composer, select **WhatsApp** as the channel. 3. Click the **template selector** and choose a template from the list. 4. Review the pre-filled variable values — Guestway fills these in automatically from the reservation. 5. Click **Send**. The guest receives the template message on WhatsApp. Once they reply, you can send free-form messages for the next 24 hours. {% hint style="info" %} If WhatsApp does not appear as a channel in the composer, your WhatsApp number may not be connected yet. Go to **Settings → Integrations** to check the status. {% endhint %} *** #### Replying to an incoming message When a guest sends you a WhatsApp message, it appears in the Guestway Inbox automatically — no action needed to receive it. You can reply freely in the composer as long as you are within the 24-hour window from their last message. If the window has closed, the composer will prompt you to send a template to re-open the conversation. *** #### Message templates **What are templates** Templates are pre-approved message formats required to start a new WhatsApp conversation. They are created in your WhatsApp Business Account and approved by Meta before they can be used. **Default template** Guestway automatically creates a default template in your WhatsApp Business Account — you can use it immediately to start conversations without any additional setup.

The default Guestway template as it appears in WhatsApp Manager

**Creating custom templates** {% @guideflow/guideflow-embed requestedUrl="" %} To create your own templates, go to **Meta WhatsApp Manager** and follow these requirements so they work correctly in Guestway: **Required settings:** * **Category:** Utility → Default * **Body variables:** use named variables (e.g. `{{name}}`) — not numbered variables (e.g. `{{1}}`) * **Variable placement:** body text only — no variables in the header or footer * **Media attachments:** not supported * **Buttons:** a **Call to Action → Visit website** button is supported, and it's how you add a tappable link to the guest app — see [Adding a button that links to the guest app](https://claude.ai/epitaxy/local_d3ce6513-7bd2-4250-93c6-ebeea126d9cf#adding-a-button-that-links-to-the-guest-app) below. {% hint style="info" %} **The numbered-variable rule applies to the body only.** A dynamic URL button uses `{{1}}` — WhatsApp adds it for you and doesn't let you rename it. That's expected, and it's the one place a numbered variable is correct. {% endhint %} **What to expect:** * Templates appear in Guestway only after Meta approves them — approval usually takes 5–10 minutes * Deleted templates may take a few minutes to disappear from Guestway * If a variable has no value for a specific guest, Guestway substitutes a dot (`.`)

Template configuration in Meta WhatsApp Manager

*** #### The guest app button **Adding a button that links to the guest app** Booking-confirmation templates work much better when the guest can tap straight through to their guest app and complete pre-check-in. Add a **Visit website** button to your template and Guestway fills in the right link for each reservation automatically.
The link is different for every reservation, so the button uses a **dynamic** URL: you supply the fixed part, and WhatsApp adds a variable for the rest. **In Meta WhatsApp Manager, in the Buttons section of your template:** 1. Click **Add button** and add a **Call to Action** button. 2. Set **Type of Action** to **Visit website**. 3. Set **Button Text** to something a guest will understand — for example **Complete Pre-check-in**. (Maximum 40 characters.) 4. Set **URL Type** to **Dynamic**. 5. In **Website URL**, enter the guest portal address, including the trailing slash: 
https://portal.guestway.io/
WhatsApp shows `{{1}}` pinned after the field. That's the variable Guestway fills in — you don't type it, and you can't rename it. 6. Under **Add sample URL**, enter the same address with any placeholder token on the end: 
https://portal.guestway.io/I9VWAJIYUND
The sample is only used for Meta's template review — no real guest data needed. It also tells Guestway that this button's variable should be filled with the guest app link. 7. Submit the template for approval. Once Meta approves it, the template appears in Guestway. Each time you send it, `{{1}}` is replaced with the guest app link for that specific reservation, so the button takes each guest straight to their own pre-check-in. {% hint style="info" %} **Use `https://portal.guestway.io/` exactly, trailing slash included.** The button only resolves when the URL points at the Guestway guest portal. Any other address — including a test or staging host — won't be recognised, and the button will send guests somewhere that doesn't work. {% endhint %} {% hint style="info" %} **Prefer a link in the message body instead?** Put `{{portal_link}}` in the body text — see [Available template variables](https://claude.ai/epitaxy/local_d3ce6513-7bd2-4250-93c6-ebeea126d9cf#available-template-variables). The body variable gives an inline link; the button gives a proper tappable call to action. Use the button when completing pre-check-in is the point of the message, and the body variable when the link is just one detail among several. {% endhint %} **A booking confirmation that works well** Body: {% code overflow="wrap" %} ``` Hi {{name}}! 👋Your booking with is confirmed. We're looking forward to welcoming you!To get ready for your stay, please complete your pre-check-in using the link below. It only takes a minute and helps us make your arrival smooth.Any questions before you arrive? Just reply to this message and we'll be happy to help.See you soon! ``` {% endcode %} Button: **Visit website** → **Complete Pre-check-in** → `https://portal.guestway.io/` Replace `` with your brand — it's the same on every message, so it doesn't need a variable. Because the template invites a reply, a guest who answers opens the 24-hour free-messaging window, letting your team follow up without another template.
*** #### Available template variables {% @guideflow/guideflow-embed requestedUrl="" %} The full list of supported variables lives inside Guestway under **Saved replies** — the same set powers both saved replies and WhatsApp templates. New variables are added regularly, so the in-product list is always the source of truth. Insert a variable into your template body and Guestway will fill it in from the reservation automatically when the message is sent. Most variables also have one or more **aliases** — shorter, alternative names that resolve to the same value. For example, `guest_full_name` and `name` are interchangeable. {% hint style="info" %} **Prefer the shorter alias in WhatsApp templates.** WhatsApp limits how long variable names can be inside a template definition, so using the alias (for example `name` instead of `guest_full_name`) gives you more room to work with — and keeps your template easier to read. {% endhint %} A few examples:
Variable ExampleAlias ExampleDescriptionExample value
guest_full_namenameFull name of the guest or ownerJohn Doe
guest_primary_emailemailPrimary email of the guest or ownerjohn.doe@example.com
reservation_check_in_date_localizedcheck_in_dateCheck-in date of the reservation2024-06-01
reservation_check_in_time_localizedcheck_in_timeCheck-in time of the reservation15:00
guest_app_linkportal_linkLink to the guest app for the reservationhttps://portal.guestway.io/ABC123DEF45
*** #### Template Examples That You Can Use Use these examples below to get started, they will work straight away after you set them up: * Stay confirmed with info: \ ![](/files/KhlMegzELfDwkaOnczc7) * Booking confirmation with pre check-in form:\ ![](/files/ovaRELeuAdKKesqmIXFz) * Welcome message with reservation info: \ ![](/files/YEx50aIgwz3o2YFCW31j) *** #### Related pages * Meta setup & Guestway integration — connect a new number or migrate an existing one. * Connect your existing WhatsApp Business App (Coexistence) — keep using the WhatsApp app on your phone. # META Connect Instagram and Messenger to your inbox ## Instagram & Messenger Connect **Instagram** and **Facebook Messenger** so guest messages from both arrive in your [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) alongside Airbnb, Booking.com, Vrbo, WhatsApp, SMS, and email — managed from one place, no platform-hopping. > **Availability:** Instagram and Messenger are rolling out now and may still be pending Meta's approval for your account. If you don't see the option yet, it's on the way. #### Connecting Instagram & Messenger 1. Go to **Organization Settings → Integrations**. 2. Find **Instagram & Messenger** and click **Connect**. 3. Log in to the **Meta/Facebook account** that manages the Instagram and Messenger accounts you want to link, then review and grant the requested permissions. 4. You're redirected back to Guestway and the integration is active.
#### Enable message control connected tools settings In order to manage Instagram messages via API, Instagram professional accounts will need to enable the connected tools toggle under message controls settings. This setting can be found in the app by going to: **Instagram Settings > Messages and story replies >Message controls > Connected Tools > toggle "Allow Access to Messages"** #### Where messages appear Once connected, Instagram and Messenger conversations behave like any other channel in the inbox: * The **channel icon** on a conversation shows whether a message came in via Instagram or Messenger, and your replies go back out on the same channel. * You can filter the conversation list to these channels using the **Channel** advanced filter. # Multi-Calendar The Multi-Calendar gives you a single, visual overview of every listing, reservation, and cleaning status across your portfolio. Instead of switching between properties one by one, you see everything {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Accessing the Multi-Calendar Click **Multi-Calendar** in the left sidebar navigation. The calendar loads with all your listings displayed as rows, with dates as columns. Today's date is highlighted so you can orient yourself quickly. *** ### Reading the Calendar View Each row represents one of your listings. Reservations appear as colored blocks spanning the guest's check-in through check-out dates. #### Cleaning Status Indicators Every listing row includes a broom icon showing its current cleaning state: * **Green broom** — the unit is clean and ready for guests. * **Red broom** — the unit needs cleaning before the next arrival. This lets you spot turnover gaps at a glance without opening individual listings. #### Hovering for Quick Details * **Hover over a listing name** to see a popup with the property address, capacity, and key details. * **Hover over a reservation block** to preview the guest name, stay dates, booking channel, and payout information. No clicks required — just move your cursor to get the context you need. *** ### Working with Reservations #### Opening the Reservation Side Panel Click any reservation block on the calendar to open a detailed side panel on the right. This panel includes: * **Guest information** — name, contact details, and guest count. * **Stay details** — check-in and check-out dates, number of nights. * **Payments** — payout breakdown and balance status. * **Access codes** — smart lock or static lock codes assigned to the booking. * **Cleaning tasks** — assigned cleaning team and task status. * **Messages** — recent guest communication. #### Jumping to Related Tools From the reservation side panel, you can navigate directly to: * **Unified AI Inbox** — open the guest conversation to send or read messages without leaving context. See [Unified AI Inbox](https://docs.guestway.io/guestway-platform/editor-2) for details. * **Guest Portal** — preview the guest-facing web app for that reservation. See [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) for details. * **Reservation in PMS** — open the full reservation record in your connected property management system. *** ### Searching and Filtering Use the search bar at the top of the Multi-Calendar to filter the visible listings. You can search by: * **Property name** * **Listing nickname** * **City** * **ZIP code** This is especially useful for large portfolios — type a city name to focus on just those properties, or search a nickname to jump to a specific unit. *** ### **Grouping Multi-Unit Listings** > A high **Unassigned** count is your cue to allocate before arrival day. The night reads as booked either way, but unassigned reservations have no unit — and no access codes or cleaning task — attached yet. | Row | What it means | | -------------- | ----------------------------------------------------------------------------- | | **Assigned** | Reservations already allocated to a specific sub-unit. | | **Unassigned** | Reservations held against the multi-unit but not yet allocated to a sub-unit. | Hover a count to see the **Occupancy breakdown**: Even collapsed, each day on the multi-unit row shows a **booked / total** count — how many sub-units are taken that night out of how many exist — so you can read occupancy across the group without opening it. The count is emphasised as the night fills up, and stands out once the group is fully booked. Multi-unit listings are grouped together so your portfolio stays readable. **Collapse** a group for a one-row overview, or **expand** it to see each unit. Multi-unit listings are grouped together so your portfolio stays readable. **Collapse** a group for a one-row overview, or **expand** it to see each unit. Even collapsed, unit **availability is visible at a glance**, so you can spot free and booked nights without opening the group.
*** ### Tips for Daily Use * **Start your morning here.** The Multi-Calendar is the fastest way to see today's arrivals, departures, and cleaning needs across all properties. * **Use cleaning indicators to coordinate turnovers.** A quick scan of the broom icons tells you which units still need attention before the next guest arrives. For detailed cleaning team management, see [Cleaning](https://docs.guestway.io/guestway-platform/cleaning). * **Click, don't search.** If you can see a reservation on the calendar, clicking it is faster than navigating through the [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel). * **Filter by location when managing distributed portfolios.** If your properties span multiple cities, use the ZIP code or city filter to focus on one area at a time. *** ### Related Pages * [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel) — view and filter all reservations in a table format. * [Unified AI Inbox](/guestway-platform/unified-ai-inbox) — manage all guest conversations from one inbox. * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — the guest-facing web app for each reservation. * [Cleaning](https://docs.guestway.io/guestway-platform/cleaning) — manage cleaning teams and task assignments. * [Properties](https://docs.guestway.io/guestway-platform/properties) — configure listings, guidebooks, and saved replies. # Unified AI inbox The Unified AI Inbox brings every guest conversation into one place. It connects directly to your property management system (PMS), so messages from Airbnb, Booking.com, Vrbo, and other channels sync automatically — no platform-hopping required to stay on top of communication. {% @guideflow/guideflow-embed requestedUrl="" %} ## Accessing the Inbox Click **Inbox** in the left sidebar. The inbox opens in three columns: * **Conversation list** (left) — every conversation in your account. * **Guest conversation** (middle) — the active thread plus the reply form. * **Guest and reservation overview** (right) — context on the reservation, listing, guests, access, and operations. A **broadcast icon** sits next to the Inbox title — click it to jump to broadcast configuration. ## The conversation list The left column lists conversations sorted by most recent activity. The active count appears next to "Inbox" and updates live as you triage. ### Quick filter buttons Three icon buttons at the top of the inbox give one-click access to the conversations most likely to need action: * **Assigned to Me** (person icon) — only conversations assigned to your account. Use it to focus on the guests you're directly responsible for. * **Needs Reply** (chat-bubble icon) — conversations still awaiting a response. The fastest way to make sure no message goes unanswered. * **Flagged** (flag icon) — conversations marked for special attention, typically cancellations, refund requests, or complaints reviewed by supervisors. {% @guideflow/guideflow-embed requestedUrl="" %} {% hint style="info" %} The left column lists conversations and updates live as you triage. When you apply the **Needs Reply** or **Assigned to Me** quick filter, the list automatically sorts by **urgency** — surfacing the most pressing conversations first — instead of by most recent activity. Other views remain sorted by most recent activity.\ \ ![](/files/IYOtePs6DsKJhk7A3G9S) {% endhint %} {% embed url="" %} ### Search The search bar accepts guest names, booking codes, and **phone numbers**. Press **Ctrl + F** (or **Cmd + F**) anywhere in the inbox to jump straight into the field. Search starts after two characters and temporarily clears any active filter button while the query is live. > Searching by phone number is the fastest route when an inbound call or SMS is all you have to go on — you don't need the guest's name or booking code to find the reservation. ### Bulk actions Click the **⋮** (more) icon next to the quick-filter buttons to open the bulk-action menu: * **Mark all as Replied** — clears the Needs Reply state on every conversation. Irreversible. * **Remove all flags** — un-flags every conversation. Irreversible. * **Archive old conversations** — archives every conversation more than one day past check-out. Irreversible. * **Show all conversations / Hide dormant conversations** — toggles whether empty conversations (no messages exchanged) appear in the list. #### Browser notifications Opt into a desktop alert and sound when a conversation needs a reply, so nothing sits waiting while you're working in another tab. 1. In the conversation list, open the notifications control (by clicking the three dots) and choose **Turn on inbox notifications**. 2. Allow notifications when your browser asks. Guestway can't show desktop alerts until the browser grants permission. To stop them, open the same control and choose **Turn off inbox notifications**. > This is a per-browser setting, not an account setting — turn it on in each browser and on each machine where you triage the inbox. It's separate from muting an individual conversation.
### Advanced filters Click the **filter** icon next to the search bar to open the advanced filter panel. A badge shows how many filters are currently active. Filters can be combined freely. **Team and ownership** * **Assigned To** — the team member responsible for the conversation. * **Owner** and **Owner full name** — the property owner on file. **Property** * **Listing** and **Listing nickname** — a specific unit. * **Listing custom fields** — any custom listing metadata you've configured. * **Multi-Unit** and **Multi-Unit nickname** — a group of units. * **Multi-Unit custom fields** — custom multi-unit metadata. * **Complex** — a building or compound. **Guest** * **Guest** and **Guest full name** — a specific guest. * **Guest source medium** — the channel the guest message arrived on (e.g. email). * **Created by public chat** — guests originating from a website chat widget. * **Created by unknown message** — guests created from messages that didn't match an existing reservation. * **Guest profile is host** — distinguishes hosts messaging you from regular guests. **Reservation** * **Channel** — booking channel (Airbnb, Booking.com, Vrbo, etc.). * **Status** — current reservation status. * **Currently staying** — guests on-site right now. * **Pre-check-in status** — where the guest is in the pre-arrival journey. * **Custom fields** — your own reservation metadata. * **Satisfaction score** and **Risk score** — automated scoring on the reservation. * **Has approvable alterations** — OTA reservation changes awaiting host approval. * **Resolution center item** and **Resolution status** — OTA dispute or resolution case state. **Stay specifics** * **Check-in date** and **Check-out date** — stay window. * **Reservation created at** and **Reservation confirmed at** — booking timestamps. * **Last message at** — most recent message in the conversation. * **Night count** — number of nights booked. * **Total guest count** — adults plus children. **Location** * **City** and **ZIP code** — fields from the listing address. **Conversation state** * **Muted** — silenced conversations. * **Archived** — conversations removed from the main list. **Broadcasts** * **Broadcast** — conversations that received a particular broadcast. * **Broadcast failed** — conversations where a broadcast failed to deliver. {% @guideflow/guideflow-embed requestedUrl="" %} ### Saved Views A **Saved View** captures a filter setup so you can return to it in one click instead of rebuilding it each time. #### Saving a view 1. Apply the filters you want in any supported area. 2. Click **Save view** and give it a name. #### Switching and sharing * Select a saved view from the views menu to apply it instantly. {% @guideflow/guideflow-embed requestedUrl="" %} ## Guest conversations The middle column shows the active thread together with a set of tools for managing and following up on the conversation. You can assign messages, control translations, set reminders, mute notifications, and flag conversations that need attention. {% @guideflow/guideflow-embed requestedUrl="" %} ### Guest info and assignment The guest's name appears at the top of the conversation. Click the icon next to the name to open the conversation directly in your connected PMS. If the conversation is marked **Unassigned**, use the dropdown to assign it to the right team member. {% @guideflow/guideflow-embed requestedUrl="" %} ### Conversation actions menu Click the **⋮** (more) icon next to the guest name to open the conversation actions menu: #### Mute until Temporarily silence notifications for the conversation until a specified time. Pick a preset or set a custom date and time. The thread stays accessible — you just stop being pinged about it. #### Remind me Set a follow-up reminder so the conversation resurfaces when you need to act on it. Useful when you're waiting on a guest reply or holding a thread for a future check-in. #### Archive / Unarchive Archive the conversation to remove it from the default thread list. Unarchive brings it back. Useful for conversations that don't need active follow-up but you want to keep accessible. #### View in PMS Opens the conversation in the PMS — handy when you need something that's only available in the PMS's own UI. {% @guideflow/guideflow-embed requestedUrl="" %} ### Translation Auto-translation handles two-way translation so language never blocks a reply: * **Incoming messages** — every guest message is converted into your preferred language (English by default; more languages coming soon) so you can read it instantly. * **Outgoing messages** — your replies are automatically translated into the guest's language. This matters most on direct channels like **SMS**, **email**, and **WhatsApp**, where messages aren't translated by the booking platform. Use the **Toggle Translation** control on the conversation to switch between the translated view and the guest's original language when you want to verify the source text. {% @guideflow/guideflow-embed requestedUrl="" %} ### Conversation flags and responses #### Needs Reply Marking a conversation as **Needs Reply** flags it as requiring a response, making it easy to identify messages from guests still waiting on you. #### Flagged Use the flag option to mark conversations for special attention or supervisor review — typically disputes, complaints, or other sensitive matters. {% @guideflow/guideflow-embed requestedUrl="" %} ### Message-level sentiment and insights Individual messages can carry their own indicators next to the timestamp: * **Sentiment icons** — show whether a specific message reads as positive or negative. Helps you spot the exact moment a conversation turned.
* **Insight labels** — short AI-generated tags that highlight things like complaints, special requests, or risk signals. Click a label to see the underlying analysis.
These per-message signals complement the conversation-wide [Mood detector](#mood-detector) on the Reservation tab. ### Pinned messages Pin a message to keep it visible at the top of the thread — useful for special requests, complaints, or last-minute changes. {% @guideflow/guideflow-embed requestedUrl="" %} {% stepper %} {% step %} ### Pin a message 1. Hover over the message you want to pin. 2. Click the **three dots (⋯)** on the right (for messages received) or on the left (for messages sent). 3. Select **Pin message**. It now appears in the pinned section of the conversation. {% endstep %} {% step %} ### Unpin a message 1. Open the pinned messages panel at the top of the chat. 2. Hover over the message you want to unpin. 3. Click the **three dots (⋯)** on the right (received) or left (sent). 4. Choose **Unpin message** to remove it from the pinned section. {% endstep %} {% step %} ### View pinned messages * Click the down chevron (▾) at the top of the chat window to open the **Pinned Messages** panel. * The panel lists every pinned message in the conversation. {% endstep %} {% endstepper %} ## Sending messages The reply form sits at the bottom of the active conversation. A row of icons just below the reply bar shows the source of each message and lets you choose the channel for your next reply. ### Message type and channel * **OTA (eg. Airbnb) icon** — if the conversation is happening through the OTA (Airbnb/Booking/..). Messages are delivered via OTA's messaging system. * **PMS / Guestway Communication** — Lets you choose between sending through your PMS or directly via Guestway. Use whichever channel best fits your workflow and the guest's preferences. * **Text Message (SMS) icon** — when visible, the message goes out as a standard SMS to the guest's mobile number rather than through the booking platform. * **WhatsApp icon** — appears only when the guest's most recent reply came in on WhatsApp. Subsequent messages continue on WhatsApp so the conversation stays on the channel the guest prefers. * **Guest Portal icon** — allows you to send a message directly to the guest portal. * **Internal Note icon** — leaves a note for internal use only. Notes are visible to your team but never to the guest, keeping handoffs and context clean.
### Reply tools * **Click the inbox** — When you click the **"Type a message"** box on an unanswered conversation, the AI drafts a reply for you. Before writing, it loads the full picture for that stay: your **saved replies** and **guidebook content**, the **conversation history**, and the **guest, reservation and amenity details** — including extra **Airbnb listing information** where the listing is connected to Airbnb. Answers about a specific stay hold up better as a result. You can edit the draft before sending. * **Saved Replies** — insert a pre-written response template. Saved replies are configured per listing and are perfect for common questions or recurring situations. Open the **Saved Replies** picker from the reply form, or type **`/`** anywhere in the message to search inline. See [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies). * **Auto-translate outgoing messages** — translates your outgoing messages automatically to the guests language when turned on. * **AI button** — improves the message you've started, based on the conversation. Saves time, keeps tone consistent, and helps you respond accurately in complex or sensitive situations. * **Reply button** — sends the message. **Pressing Enter alone will not send the message** — you must click **Reply**.
### Understanding AI suggestions The AI shows its work so you can trust a suggestion before sending: * **Supporting quotes & context** show *why* a suggestion was made — e.g. the guidebook line or saved reply it drew on. * **Quality checks** flag replies that may need a closer look. * **Rewrites** sound more natural, and **cross-language matching** is more reliable when you and the guest write in different languages. * **If a suggestion is off-target** on a property-specific question, check that the listing's amenities and guidebooks are filled in — the AI can only draw on what's recorded against the listing.
## Conversation statuses Every conversation carries a status that reflects where the guest is in their booking or stay, so you know how to respond before opening the thread.
| Status | What it means | | ------------------------- | ------------------------------------------------------------------------------------------------------------ | | **Inquiry** | The guest has submitted an inquiry but has not yet confirmed or paid. | | **Confirmed** | The guest has completed their booking and payment. | | **Arriving in \[N] Days** | The guest is scheduled to arrive in N days. The countdown begins once arrival is within five days. | | **Check-in Today** | The guest is expected to check in on the current day. | | **Checked In** | The guest has successfully checked in. Updates automatically when the smart lock records the first check-in. | | **Currently Hosting** | The guest is currently staying at the property. | | **Check-out Today** | The guest is scheduled to check out on the current day. | | **Post Guest** | The guest's stay has fully ended; the reservation is complete. | | **Canceled** | The reservation has been canceled and is no longer active. | ## Broadcasts Broadcasts are built for moments when you need to communicate **fast, consistently, and at scale**. Instead of manually searching conversations and sending the same update one-by-one, you create a broadcast once, choose your delivery channels, and target exactly the right guests based on where they're staying and when. Messages can include **template variables** (like *Guest First Name*) so broadcasts still feel personal, even when sent to dozens or hundreds of reservations. {% @guideflow/guideflow-embed requestedUrl="" %} ### Common use cases **Immediate incidents (send now)** * Elevator out of service * Water leak or maintenance interruption * Noise works in a specific building * Wi-Fi outage * Safety or access instructions **Planned events (schedule ahead)** * Scheduled water shortage next Sunday * Planned building maintenance for a week * Preventive reminders for specific check-in cohorts ### How it works {% stepper %} {% step %} ### Create a broadcast * Give it a clear internal name (e.g. "Complex X — Elevator Out"). * Write the message and add personalization variables (e.g. "Hi {{guest\_first\_name}} …"). {% endstep %} {% step %} ### Choose your channels Select at least one: * **OTA** * **Email** * **SMS** (or all three). {% endstep %} {% step %} ### Target the right guests with filters You can filter by: * **Currently staying** — perfect for real-time incidents. * **Date range targeting** — perfect for planned events. * **Listings / complexes** — send only to the impacted building(s). **Key logic:** include or exclude guests based on whether they **check in** or **check out** on the selected dates — so you don't message guests who already left. {% endstep %} {% endstepper %} ### Example 1 — Elevator outage (send now) Scenario: This morning you learn the elevator is down in **Complex X**. **Setup** * Send: **Now** * Audience: **Currently staying** * Include: **Check-ins** * Exclude: **Check-outs** * Filter: **Complex X / affected listings only** **Message sample** "Hi {{guest\_first\_name}}, unfortunately the elevator is currently out of service due to a technical issue. Please don't use it — our team is handling it today. Thanks for your patience." ### Example 2 — Water shortage next Sunday (schedule) Scenario: You know there will be a water outage on **Sunday 21st** in Complex X. **Setup** * Send: **Scheduled** * Audience: **Date range** * Start date: the day you want to begin notifying impacted reservations * End date: **21st** * Logic: include guests staying **during** that period (include check-ins, exclude check-outs as needed) * Filter: **Complex X / impacted listings** This ensures you notify guests already in-house and guests arriving before the outage — and you skip guests who have already checked out. ### Why teams love it * **Speed during incidents** — one message, sent everywhere in minutes. * **Less noise** — only the right guests get the update. * **Consistent communication** — same wording and instructions across channels. * **Personalized at scale** — template variables keep it human. * **Operational clarity** — easy to document what was sent, when, and to whom. ## Guest and reservation overview panel The right column shows everything Guestway knows about the active conversation's reservation. The header carries the reservation number and status, with quick links to open the booking in your PMS or jump into the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal). The panel is organised into five tabs — **Reservation**, **Listing**, **Guests**, **Access**, and **Operations** — so you can manage every aspect of the stay without leaving the inbox. {% @guideflow/guideflow-embed requestedUrl="" %} ### Reservation tab The Reservation tab shows a snapshot of the booking: the listing's nickname (as set in your PMS), the full title and main image, the reservation status, the guest's name, and the number of nights they will stay. Hover the **information (i)** icon to see any adjusted check-in or check-out times. {% @guideflow/guideflow-embed requestedUrl="" %} #### Reservation actions menu Click the **⋮** (more) icon in the Reservation tab header for actions that act on the booking itself: * **View in Guest Portal** — opens the guest-facing portal for this booking. Available when a guest journey with pre-check-in or portal access is configured. * **View in \[PMS]** — opens the reservation in its PMS. * **Mark as no show** — flags the reservation as a no-show for tracking and reporting. #### Inquiry approval When an OTA inquiry (typically Airbnb) is eligible for pre-approval, the Reservation tab surfaces a **Pre-Approve** button. Click it to pre-approve the guest directly from the inbox — no need to switch to the OTA's app. The status is shown inline: * **Pre-Approve** — button visible while the inquiry is approvable. * **Pre-approving** — request is in progress. * **Pre-approved** — confirmation that the inquiry was successfully pre-approved.
#### Reservation request approval For booking requests that need host approval (Airbnb's Request to Book), the inbox shows **Approve** and **Decline** buttons in the Reservation tab. The result is reflected inline: * **Approve** / **Decline** — buttons visible while the request is approvable. * **Approved** / **Declined** — confirmation once you've responded. This puts the entire request-to-book decision flow inside the inbox, alongside the conversation context you need to make the call.
#### No-show detection If Guestway detects that a guest may not have arrived — for example, the smart lock recorded no entry by check-in — the Reservation tab displays a **"Possible no show detected"** banner with two actions: * **Confirm** — marks the reservation as a no-show. * **Dismiss** — clears the banner if the guest did show up. #### Mood detector The mood detector analyses the guest's level of satisfaction. The AI continuously monitors how the conversation evolves and adjusts the sentiment accordingly — a targeted way to mitigate the risk of bad reviews before they happen. {% @guideflow/guideflow-embed requestedUrl="" %} #### Alterations The **Alterations** card lists every booking change requested on the reservation, with a count next to the title (e.g. *Alterations (3)*). Click an alteration to expand it and see exactly what changed — new check-in and check-out dates, adjusted guest count, and any payment delta. The footer of each item shows when the request was made (e.g. *Requested on 22 Apr. 09:08*) and a status badge — **Approved**, **Pending**, or **Declined** — so you can tell at a glance where each change stands. For pending alterations, accept or decline buttons let you respond directly from the inbox, no need to switch to the OTA.
#### Resolution Center The **Resolution Center** card surfaces any open or closed disputes the OTA has raised on the reservation, with a count next to the title (e.g. *Resolution Center (1)*). Click a case to expand it. For each case you'll see: * **Reason** — what the case is about (damage, missing items, unexpected cleaning, etc.). * **Status** — current state (Open, Closed). * **Suggested action** — what the OTA recommends you do next, e.g. *Review details*. * **Notes** — the message exchanged with the guest about the case. * **Financial details** — *Amount requested*, *Amount paid*, and the portion *Paid by Airbnb* (or the relevant OTA). * **Opened / Updated** timestamps and a link to view the full case on the OTA itself. Especially useful for Airbnb damage and refund claims — you get the conversation, amounts, and status in one place and can act without flipping back to Airbnb.
#### Services Services tell the cleaning team about special items or setups required for the guest's unit (baby bed, transfers, etc.). The Services section lists every service already added to the reservation. To add a new service, click the **+** icon. Services can only be added before the guest's check-in date. Depending on how the [Service Templates](https://docs.guestway.io/guestway-platform/service-templates) are configured, you may be restricted from making changes during the stay — though some templates allow modifications at any time for last-minute requests. {% @guideflow/guideflow-embed requestedUrl="" %} #### Notes The **Notes** card collects every internal note attached to the reservation, organised by category. The count next to the title (e.g. *Notes (0)*) shows how many notes have been written in total across categories. Click the pencil icon on any category to edit it: * **Cleaning notes** — instructions or context for the cleaning team. * **Guest notes** — internal observations about the guest. * **Other notes** — anything that doesn't fit the other categories. * **Owner reservation note** — read-only context shown for owner-blocked reservations. * **Special requests** — specific things the guest has asked for. Use these to keep team-only context attached to the reservation, separate from the guest-facing conversation thread.
#### AI Chat Summary The AI Chat Summary generates a concise, chronological overview of the entire guest conversation. Use it to quickly catch up on key points and important details without reading every message — saves time, keeps communication consistent, and stops things from slipping through. {% @guideflow/guideflow-embed requestedUrl="" %} #### Calendar The calendar gives a colour-coded overview of the listing's availability. Each colour represents a different reservation status: | Colour | Meaning | | --------------- | -------------------------------------------------------------------------------------------------------------------------------- | | **Dark green** | The active reservation for the current guest. Highlights the ongoing stay. | | **Light green** | Other confirmed reservations (past or upcoming). Helps with planning future cleanings, guest prep, and availability forecasting. | | **White** | Open dates with no reservation. Available for new bookings. | | **Orange** | Dates with a guest inquiry or unconfirmed booking request. On hold and may convert. | | **Red** | Previously booked dates that were canceled. Useful for tracking changes, re-opening dates, and evaluating cancellation trends. | {% @guideflow/guideflow-embed requestedUrl="" %} #### Price The Price section breaks down the reservation's total cost: the base accommodation fare (nightly rates), additional fees such as cleaning charges or extra-guest fees, and taxes like VAT — shown separately so the picture is complete. {% @guideflow/guideflow-embed requestedUrl="" %} ### Listing tab The Listing tab is a comprehensive snapshot of the property linked to the reservation. At a glance you see the listing's nickname and full title (as set in your PMS), property type, number of bedrooms and bathrooms, maximum guest capacity, and the full address — everything staff or partners need to locate the unit for cleaning, maintenance, or guest support. All [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) linked to the listing are available right here. Whether they're PDFs, URLs, or text documents, an operator can open them in one click and share them with the guest in two. Guests can also access the same guidebooks directly from the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal).
The **Custom Fields** card surfaces the property-level [Custom Fields](https://docs.guestway.io/settings/organization-settings/custom-fields) configured for your organisation, with a count next to the title (e.g. *Custom Fields (12)*). Each entry shows the field name (e.g. `Has_luggage_room`, `Parking`) and its value for this listing — a Yes/No flag, a number, or free-form text such as detailed parking instructions or building-access notes. The fields themselves are defined once in **Settings → Organization Settings → Custom Fields** and apply across every listing, so your team captures and surfaces listing-specific context consistently across the portfolio.
Having all this in one place keeps operational coordination tight, supports accurate guest communication, and makes sure everyone — staff and guests — has what they need for a smooth stay. {% @guideflow/guideflow-embed requestedUrl="" %} ### Guests tab The Guests tab is a comprehensive overview of the person who made the reservation, including background, verification status, and contact details. #### General snapshot You'll see the guest's full name, profile photo from Airbnb, the length of time they've been active on the platform, and their location. Verification statuses for email, identity, and phone number are shown alongside the guest's hometown, preferred language, email address, and phone number. If a smart lock with license plate recognition is configured for the property, that information appears here as well. {% @guideflow/guideflow-embed requestedUrl="" %} #### Risk score The risk score is calculated from booking lead time, presence of children, average stay length, identity and phone verification, and reviews from previous stays. It helps you assess guest reliability and flag potentially risky bookings before issues like property damage or last-minute cancellations occur. The score may not be available for every reservation if the OTA doesn't supply enough data. When enough information is available, Guestway generates the score automatically. {% @guideflow/guideflow-embed requestedUrl="" %} #### Satisfaction score The satisfaction score evaluates the guest's mood and overall experience during the stay. It's generated by AI that analyses tone, language, and sentiment across every guest message. A positive score signals a satisfied guest; a neutral or negative score points to potential issues worth addressing. {% @guideflow/guideflow-embed requestedUrl="" %} ### Access tab The Access tab contains everything related to entering the unit, including the locks assigned to it. Typically that's the main building door, the apartment door, and a backup keybox for emergencies. From this panel you can also regenerate codes or disable every lock when needed. #### View codes Displays the current access codes assigned to the guest for each lock — useful for confirming which codes the guest is using and which doors they unlock. {% @guideflow/guideflow-embed requestedUrl="" %} **Codes from connected systems** When access codes are managed outside Guestway and supplied by a connected system, they now appear in the **Access tab** alongside Guestway-managed codes, with their **source** shown when available — so you can confirm the guest's code even when Guestway didn't generate it. #### Re-generate codes Creates new access codes that replace the existing ones. Useful for tightening security after a guest checks out, or if you suspect a code has been compromised. {% @guideflow/guideflow-embed requestedUrl="" %} #### Extend access Changes the time window during which the guest's access codes are valid — perfect for accommodating early check-ins or late check-outs without issuing new codes. {% @guideflow/guideflow-embed requestedUrl="" %} #### Disable all locks Immediately turns off every active access code for the unit. Use this when there's a security issue or a sudden cancellation — no one can enter using the old codes. {% @guideflow/guideflow-embed requestedUrl="" %} See [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) and [Static Locks](https://docs.guestway.io/guestway-platform/static-locks) for the underlying lock configuration. ### Operations tab The Operations tab does two things: 1. **Cleaning summary** — a record of completed cleaning tasks captured by the cleaning team in the cleaning app, including the assigned team, task status, scheduled times, and the cleaner responsible. 2. **Guest journey checklist** — a structured checklist that helps teams stay consistent, efficient, and on top of every step of the guest journey, from booking to checkout. #### Clean team overview Shows which cleaning team was assigned to each task — including individual cleaner names and roles — for accountability and tracking. #### Cleaning status Displays the current status of each cleaning task (completed, pending, in progress, missed) so units stay on schedule. #### Cleaning schedule Lists each task with its scheduled date and time, so you always know when the next cleaning is planned. #### Photos Photos uploaded by the cleaning team as evidence of completed work, or to document the unit's condition — including damage or excessive dirt. {% @guideflow/guideflow-embed requestedUrl="" %} #### Checklists Use the checklist to verify each step of the guest journey, from booking confirmation through checkout. See [Checklists](https://docs.guestway.io/guestway-platform/properties/checklists) for how to author and assign them. {% @guideflow/guideflow-embed requestedUrl="" %} ### Charges Use **Charges** to bill guests for anything beyond the original booking — extra cleaning, late check-out, damage, or any one-off fee — and to track whether each charge has been paid, all from inside the reservation. #### Raising a charge 1. Open the reservation from the [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel) or the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox). 2. Go to the **Charges** area. 3. Click **Create charge**, enter an amount and description, and save. #### Sharing and tracking a charge | Action | What it does | | --------------------- | ------------------------------------------------------------- | | **Copy payment link** | Copies a guest-payable link you can send through any channel. | | **Check status** | Shows whether the charge is pending, paid, or cancelled. | | **Cancel** | Cancels a charge that hasn't been paid yet. | > Charges are raised and managed without leaving the reservation — there's no separate billing screen to switch to. {% @guideflow/guideflow-embed requestedUrl="" %} ## Tips for daily use * **Start with Needs Reply.** It's the cleanest way to clear your inbox without missing anything urgent. * **Use Assigned to Me when working in a team.** Filtering to your own threads avoids overlap and double-replies. * **Flag complex cases early.** Cancellations, refunds, and complaints are easier to track in the Flagged view than buried in the main thread list. * **Combine filters for portfolio reviews.** Multi-Unit + ZIP code, or Complex + Risk score, surfaces patterns across a region or building. * **Pin the message that matters.** If a guest has an unusual request, pin it so the next teammate sees it instantly. * **Use internal notes for handoffs.** Mention a colleague in a note instead of forwarding a thread — they'll see it inline without confusing the guest. * **Lean on the Mood detector and Satisfaction score.** Together they tell you which guests need a personal reply versus which can be handled with an AI draft. * **Handle OTA decisions inline.** Pre-approve inquiries, approve or decline reservation requests, accept alterations, and respond to resolution cases without leaving the inbox. * **Act on the no-show banner the same day.** If "Possible no show detected" appears, confirm or dismiss it before the night ends — it keeps your reporting accurate. * **Reach for Broadcasts during incidents.** One message reaches every affected guest in minutes, with no copy-paste. * **Archive old conversations regularly.** Bulk-archiving trims the thread list and speeds up filtering on active stays. * **Re-generate codes after every stay if security matters.** It only takes one click from the Access tab. * **Keep saved replies handy.** Pair the inbox with [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies) so common questions (Wi-Fi, parking, late check-out) are answered in one click. ## Related pages * [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel) — open the booking behind any conversation. * [Multi-Calendar](https://docs.guestway.io/guestway-platform/multi-calendar) — jump from a calendar reservation straight into its conversation. * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — the guest-facing portal where chat messages originate. * [Review Center](https://docs.guestway.io/guestway-platform/review-center) — see how chat sentiment ties back to post-stay reviews. * [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies) — pre-written response templates surfaced in the reply box. * [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) — local info, house rules, and check-in instructions surfaced on the Listing tab. * [Service Templates](https://docs.guestway.io/guestway-platform/service-templates) — configure the services available on the Reservation tab. * [Checklists](https://docs.guestway.io/guestway-platform/properties/checklists) — author the checklists shown on the Operations tab. * [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) — configure the codes managed from the Access tab. * [Static Locks](https://docs.guestway.io/guestway-platform/static-locks) — manual lock codes shared from the Access tab. # AI Center (DRAFT) {% hint style="warning" %} **Do not publish yet.** The AI Center is not reachable by customers on production today. * The navigation item is hidden on production. * Access requires knowledge-base read permission. * It is unavailable in Hub mode. * The Dashboard currently shows a coming-soon placeholder on production and staging-prod. Hold this as an unpublished page until the production gate lifts. Before publishing, re-check the **BETA** badge on Auto-Pilot and whether **Send threshold** has shipped. {% endhint %} The **AI Center** is where you build and maintain the knowledge Guestway's AI draws on when it answers guests. Everything the AI knows about your properties — the answers you've curated, your saved replies, your guidebooks, your internal procedures — lives here, and this is where you check whether it's good enough to trust. Open it from **AI Center** in the left sidebar navigation. {% hint style="info" %} Access to the AI Center depends on your role having **knowledge base read** permission. If you don't see it in the sidebar, ask an admin to check your role. It's also unavailable while you're working in a [Hub](https://docs.guestway.io/settings/personal-settings/hubs) — switch to a single organization first. {% endhint %} ## Overview The AI Center is organised into sections, each answering a different question: | Section | What it's for | | ----------------------- | ----------------------------------------------------------------------- | | **Add Knowledge** | Grow your knowledge base — teach the AI what guests need to know. | | **Browse** | Search and explore everything already in your knowledge base. | | **Suggestions** | Review knowledge gaps and improvements the AI has discovered for you. | | **Playground** | Test how the AI would respond, before it ever reaches a guest. | | **Auto-Pilot** *(Beta)* | Configure automatic replies — which topics, which properties, how fast. | | **Dashboard** | Knowledge base health and Auto-Pilot activity. *Coming soon.* | A sensible first pass: add a handful of Q\&As for your most repetitive guest questions, check them in **Playground**, then work through **Suggestions** as the AI surfaces what's missing. `[VISUAL: the AI Center with the section navigation visible]` ## Knowledge scope — where an entry applies Every knowledge entry carries a **scope**: the properties it's true for. Scope is the difference between "check-in is at 3pm" being helpful and being wrong. You have two options: | Scope | Use it when | | ----------------------- | ----------------------------------------------------------------------------------------------------------------- | | **Always available** | The entry is true across your whole portfolio — cancellation policy, company contact details, payment methods. | | **Specific properties** | The entry is only true somewhere. Bind it to any combination of **complexes**, **multi-units**, and **listings**. | Binding at a **complex** or **multi-unit** level cascades to the listings inside it, so a building handbook attaches once rather than per unit. {% hint style="warning" %} **Scope is the single most important field on an entry.** An entry marked **Always available** that's only true for one building will be quoted confidently at guests staying somewhere else. When in doubt, scope narrowly — you can always widen it later. {% endhint %} ## Add Knowledge Open **Add Knowledge** and pick the type that matches what you have. There are four. | Type | What it is | Guests see it? | | --------------------- | ---------------------------------------------------------------------------------------------------------------- | -------------- | | **Add Q\&A** | A question guests ask often, with the answer you want sent. Live as soon as you save. | Via AI replies | | **Add Saved Reply** | A reusable message template your team can send as-is. Auto-Pilot quotes it when a guest message is a good match. | Via AI replies | | **Guest guidebook** | A guest-facing property guide — welcome info, house rules, local tips. PDF upload or rich text. | Yes, directly | | **Internal document** | Operator reference only — SOPs, playbooks, internal notes. | **Never** | {% hint style="info" %} **Internal documents are never shown to guests**, but the AI still reads them. That makes them the right home for procedure that shapes a correct answer without being quotable — escalation rules, supplier contacts, how you handle a lockout at 2am. {% endhint %} {% stepper %} {% step %} ### Choose a type Select one of the four cards. The form below changes to match. {% endstep %} {% step %} ### Let the AI draft it from your history *(optional)* Q\&A, saved reply and guidebook entries can be drafted from your own conversation history instead of written from scratch. 1. Enter a topic in the prompt field — for example *Parking*, *check-in codes*, *WiFi password*. 2. Guestway scans your conversation history for how your team has answered that topic before, and fills in the fields. 3. **Review every field and edit before saving.** The draft is a starting point built from past messages, not a finished answer. `[VISUAL: the Add Knowledge prompt field with a drafted Q&A below it]` {% endstep %} {% step %} ### Fill in the content Write or refine the entry. For guidebooks and internal documents you can either **upload a PDF** or write **rich text**. {% endstep %} {% step %} ### Set the scope Choose **Always available**, or select the complexes, multi-units and listings the entry applies to. See [Knowledge scope](#knowledge-scope-where-an-entry-applies) above. {% endstep %} {% step %} ### Save Q\&A entries are live as soon as you save. `[confirm: whether guidebook and internal-document entries need any additional processing time after upload before the AI can use them]` {% endstep %} {% endstepper %} ## Browse **Browse** is the full inventory of your knowledge base — use it to find an entry, check what you already have before adding something, and spot the entries that are pulling their weight. ### Filtering by type Tabs across the top narrow the list by entry type: **All** · **Q\&A** · **Saved replies** · **Guidebooks** · **Internal docs** Each tab shows a count, so you can see the shape of your knowledge base at a glance — a portfolio with 200 guidebooks and 3 Q\&As will answer very differently from the reverse. ### Searching Use the search field (*"Search questions, replies, guides…"*) to search across entry content. When nothing matches you'll see **No matching entries** rather than an empty list. ### Sorting The **Sort** control offers six orders: | Sort | Shows you | | -------------------- | ------------------------------------------------------------------- | | **Most used** | The entries the AI reaches for most. This is the default. | | **Recently updated** | What's changed lately — useful when auditing after a policy change. | | **Recently created** | Newest additions first. | | **Most dismissed** | Entries that were retrieved but then dropped rather than used. | | **Most upvotes** | Entries your team has marked as good answers. | | **Most downvotes** | Entries your team has marked as bad answers. | {% hint style="success" %} **💡 Academy Tip — read "Most downvotes" and "Most dismissed" together.** They're your two highest-value lists. A frequently-dismissed entry is being retrieved for questions it doesn't actually answer, which usually means the wording is too broad or the scope is too wide. A downvoted entry is being sent and is wrong. Fix these before adding anything new. {% endhint %} ### Filtering further Beyond type, you can narrow by: * **Properties** — show only entries scoped to a given complex, multi-unit or listing. * **Topics** — show only entries covering a given guest-message topic. ### Opening an entry Click a row to open the detail panel, which shows the full content, its scope, its topics, and its usage figures. Edit it from there. `[confirm: exact set of actions available in the detail panel — edit, delete, duplicate?]` `[VISUAL: the Browse list with type tabs, sort control, and an entry detail panel open]` ## Suggestions **Suggestions** is where the AI tells you what your knowledge base is missing. Rather than auditing it yourself, you work a review queue. Suggestions are grouped into three kinds: | Kind | What it means | What to do | | ------------------ | ---------------------------------------------------------------------------- | -------------------------------------------------------- | | **Knowledge gaps** | A guest asked something your knowledge base couldn't answer. | Add the missing entry — this is the highest-value queue. | | **Discovery** | The AI spotted knowledge worth capturing from how your team already answers. | Review and save if it's right. | | **Conflicts** | Two entries disagree with each other. | Decide which is correct and fix or remove the other. | Two views split the work: * **Open** — suggestions still waiting on you. When it's empty you'll see **You're all caught up**. * **Reviewed** — what you've already actioned, so you can see the history. Empty state: **Nothing reviewed yet**. {% hint style="warning" %} **Conflicts are worth jumping the queue for.** When two entries contradict each other, the AI may quote either one — so the same guest question can get two different answers depending on the phrasing. A conflict is a live inconsistency, not a backlog item. {% endhint %} Knowledge gaps can also be raised straight from a conversation in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) when the AI couldn't answer — so the queue fills from real guest messages, not guesswork. `[confirm: exact label and placement of the "add knowledge" prompt shown on an unanswerable inbox conversation]` `[VISUAL: the Suggestions queue showing the Knowledge gaps tab with open suggestions]` ## Playground **Playground** lets you dry-run a guest message against your knowledge base and see how the AI would reply — without a guest involved. {% stepper %} {% step %} ### Start a new conversation Open **Playground** and start a **New conversation**. {% endstep %} {% step %} ### Write a guest message Type a guest message the way a guest would actually write it — misspellings, no punctuation, half a sentence. {% endstep %} {% step %} ### Review the reply Read the reply, and check which knowledge it drew on. {% endstep %} {% endstepper %} Use it to answer *"would we get this right?"* before you find out from a guest. It's also the fastest way to confirm a new entry works: add it, then ask the question it's meant to answer three different ways. {% hint style="success" %} **💡 Academy Tip — test the phrasing guests actually use, not the phrasing you wrote.** Your Q\&A might be titled *"What time is check-in?"* while guests write *"when can we get in"*. Playground is where you find that mismatch, and the fix is usually to widen the question wording rather than to add a second entry. {% endhint %} `[VISUAL: a Playground conversation showing a dry-run reply and the knowledge it used]` ## Auto-Pilot {% hint style="warning" %} **Auto-Pilot is in Beta.** It's labelled **BETA** in the platform. Roll it out on a small set of properties with **Testing mode** on before letting it reply to guests unsupervised. {% endhint %} **Auto-Pilot** sends replies to guests automatically, using your knowledge base. You control which topics it handles, which properties it covers, and how quickly it responds. You can build more than one Auto-Pilot configuration and scope each to different properties — a city-centre portfolio and a set of rural cottages rarely want the same behaviour. One config can be the **default**. {% stepper %} {% step %} ### Name the configuration Give it a name you'll recognise in the overview list. {% endstep %} {% step %} ### Set Enabled and Testing mode | Control | What it does | | ---------------- | ---------------------------------------------------------------------------------------- | | **Enabled** | When off, Auto-Pilot does not send replies for this config. | | **Testing mode** | Replies that would have been sent automatically arrive as **drafts for review** instead. | {% hint style="warning" %} **Start every configuration in Testing mode.** You get the full behaviour — same topics, same knowledge, same timing — but every reply lands as a draft in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) for a human to approve. Run it for a week, read what it *would* have sent, and only then turn Testing mode off. {% endhint %} **Testing mode** only appears once **Enabled** is on. {% endstep %} {% step %} ### Set the response delay **Response delay** is how long Auto-Pilot waits before it replies — so you can take over first, and so replies don't feel robotically instant. * Minimum **10 seconds**, maximum **15 minutes**. * Default **10 seconds**. * Enter the value in **seconds** or **minutes**. {% hint style="success" %} **💡 Academy Tip — a longer delay is a feature, not a compromise.** A two-minute delay gives whoever is watching the inbox time to step in on anything sensitive, and makes the reply read as considered rather than automated. Instant replies are only worth it for genuinely trivial questions. {% endhint %} {% endstep %} {% step %} ### Choose the allowed categories Under **Allowed categories**, pick the guest-message topics Auto-Pilot is permitted to answer. Anything outside your selection is left for a human. Topics are grouped, and each shows how much of your guest message volume it represents — so you can see what you'd actually be automating. Compare against **Industry averages** or **Your averages** to judge whether a category is worth turning on. {% hint style="warning" %} **Be deliberate about which categories you allow.** Start with topics that are high-volume and low-risk — Wi-Fi, parking, check-in times. Keep anything touching money, cancellations, complaints or access problems with a human until you've watched Auto-Pilot handle the easy categories well. {% endhint %} {% endstep %} {% step %} ### Set the scope Choose which complexes, multi-units and listings this configuration applies to. {% endstep %} {% step %} ### Save The overview list shows each configuration with its scope, its allowed topics, whether it's enabled, whether it's in testing mode, and its **coverage** — how much of your guest message volume it's set up to handle. `[VISUAL: the Auto-Pilot editor showing Enabled, Testing mode, Response delay and Allowed categories]` `[VISUAL: the Auto-Pilot overview list with coverage bars]` {% endstep %} {% endstepper %} ## Dashboard An overview of knowledge base health and Auto-Pilot activity. **Coming soon** — the section appears in the navigation but isn't available yet. ## Tips & Best Practices {% hint style="success" %} **💡 Fix before you add.** Work **Suggestions** and the **Most downvoted** / **Most dismissed** lists in Browse before writing new entries. A knowledge base with 40 accurate entries outperforms one with 400 where a tenth contradict each other. {% endhint %} {% hint style="success" %} **💡 Scope narrowly, widen later.** An over-scoped entry is worse than a missing one: a missing entry produces a knowledge gap you'll see in Suggestions, while a wrongly-scoped entry produces a confident wrong answer you won't. {% endhint %} {% hint style="success" %} **💡 Write answers, not documents.** The AI quotes what you give it. A Q\&A that answers the question in two sentences will be reused cleanly; the same information buried in page four of a PDF often won't surface at all. {% endhint %} {% hint style="success" %} **💡 Put procedure in internal documents.** Anything that shapes the right answer but shouldn't be quoted at a guest — escalation paths, supplier contacts, pricing latitude — belongs in an internal document. {% endhint %} {% hint style="success" %} **💡 Re-test after a policy change.** When check-in times, pet rules or cancellation terms change, use **Recently updated** in Browse to confirm every affected entry was caught, then re-ask the question in **Playground**. {% endhint %} ## FAQ
Why can't I see the AI Center in my sidebar? Your role needs knowledge-base read permission. It's also hidden while you're working in a Hub — switch to a single organization.
Does the AI use my guidebooks even if I don't add them here? Guidebooks created under [Properties → Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) have a **Used by AI** setting that controls whether the AI may read them. `[confirm: whether guidebooks created in Properties appear in AI Center → Browse automatically, or whether the two are separate collections]`
What's the difference between a Q&A and a saved reply? A **Q\&A** is a question-and-answer pair for the AI to draw on. A **saved reply** is a message template your team sends as-is — and which Auto-Pilot may quote when it closely matches what the guest asked. See [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies).
Will Auto-Pilot reply to everything? No. It only answers topics you've allowed under **Allowed categories**, only for properties in its scope, and only when your knowledge base actually supports an answer. Everything else waits for a human.
Can I see what Auto-Pilot would have said without it sending? Two ways: turn on **Testing mode** so live replies arrive as drafts, or use **Playground** to dry-run a message yourself.
Do internal documents ever reach guests? No. They're operator-reference only. The AI reads them to inform an answer, but their content isn't shown to guests.
## Related pages * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — where AI drafts and Auto-Pilot replies appear, and where knowledge gaps are raised from real conversations. * [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies) — the reply templates that also feed the knowledge base. * [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) — guest-facing property guides and their **Used by AI** setting. * [Users](https://docs.guestway.io/settings/organization-settings/users) — roles and the permission that controls AI Center access. * [Hubs](https://docs.guestway.io/settings/personal-settings/hubs) — the multi-organization view where the AI Center is unavailable. ## Open items for the author Resolve these against the live app before publishing: 1. `[confirm]` Whether guidebooks and internal documents need processing time after upload before the AI can use them. 2. `[confirm]` The full set of actions in the Browse entry detail panel (edit / delete / duplicate). 3. `[confirm]` The exact label and placement of the knowledge-gap prompt shown on an unanswerable inbox conversation. 4. `[confirm]` Whether guidebooks created under Properties appear in AI Center → Browse automatically, or whether the two are separate collections. **This one matters most** — it determines whether the Guidebooks article needs a cross-reference, and it's the question a customer will hit first. 5. Re-check the **BETA** badge on Auto-Pilot and the absence of **Send threshold** at publish time. 6. Capture the six `[VISUAL: …]` screenshots. # Guest Portal The Guest Portal is a personalised web app generated for every reservation. It gives guests every piece of information they need for their stay in one branded link — cutting down repetitive questions {% @guideflow/guideflow-embed requestedUrl="" %} *** #### Accessing the Guest Portal Every reservation in Guestway has its own portal link generated automatically — no setup required. 1. Go to the **Reservations** tab. 2. Open the reservation you want to share. 3. In the right-side panel, locate the **Guest Portal link** for that booking. 4. Click to **preview** the portal, or **copy** the link to share it with your guest. *** #### What guests see in the portal The portal is organised into three pages, each covering a different part of the stay. **Page 1 — Reservation overview** The first page summarises everything the guest needs before and during their stay: * **Listing details** — address of the booked unit with a direct Google Maps link for navigation. * **Access information** — smart lock codes, static lock codes, booking status, and booking code. Where a stay has more than one way in, each **available door** and its code is listed separately, and the access option the guest is **currently using** is called out, so there's no guessing which code to try at which door. * **Stay details** — check-in and check-out dates, plus number of adults and children. * **Wi-Fi access** — network name and password. * **Upsells & services** — early check-in, late check-out, baby bed, transfers, and any other add-ons available for the booking. * **Guidebooks** — local recommendations, house rules, and check-in instructions in PDF, link, or text format. See [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks). * **Social media links** — your branded accounts so guests can stay connected after check-out. **Page 2 — Room control** Guests can manage connected smart devices directly from the portal: * **Thermostat** — adjust temperature settings during the stay. See [Thermostats](https://docs.guestway.io/guestway-platform/thermostats). * **Lighting** — control Philips Hue and compatible bulbs. * **Other connected devices** — any smart equipment configured for the listing. {% @guideflow/guideflow-embed requestedUrl="" %} **Page 3 — Contact & support** The third page makes it easy for guests to reach you when they need help: * **Direct chat** — guests can message you straight from the portal; messages flow into the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/editor-2). * **Auto-translation** — guests pick their preferred language on Page 1, and every message is translated automatically in both directions. *** #### Tips for daily use * **Send the link early.** Share the portal link in your pre-arrival message so guests have access codes and Wi-Fi ready before they arrive. * **Preview before you share.** Use the **preview** option to see exactly what your guest will see — useful when onboarding new properties or troubleshooting reports. * **Lean on the portal to deflect FAQs.** Wi-Fi, lock codes, check-in instructions, and house rules are front-and-centre, which cuts down on repetitive guest messages. * **Highlight upsells.** Make sure relevant services (early check-in, late check-out, transfers) are configured per listing — they surface inside the portal and create new revenue during the stay. * **Use auto-translation for international guests.** If your guest speaks a different language, the portal handles two-way translation in chat — you write in your language, they read in theirs. *** #### Why it matters * Guests are **fully self-served** with codes, directions, and stay info in one place. * Upsells are visible during the stay, opening new revenue opportunities. * Smart controls **reduce energy waste** while improving guest comfort. * Built-in auto-translation **removes language barriers** in messaging. * Provides a consistent, **branded digital touchpoint** for every reservation. *** #### Related pages * [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel) — open and manage individual reservations where the portal link lives. * [Multi-Calendar](https://docs.guestway.io/guestway-platform/multi-calendar) — see all your reservations across listings at a glance. * [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) — author the local recommendations and house rules shown on Page 1. * [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) — configure the access codes that appear in the portal. * [Thermostats](https://docs.guestway.io/guestway-platform/thermostats) — connect devices guests control from Page 2. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/editor-2) — handle the guest messages that originate in the portal chat. # Reservation Panel The Reservation Panel is your single source of truth for every reservation across your portfolio: past, present, and future. Use it to look up bookings, prepare for arrivals and departures, and keep {% @guideflow/guideflow-embed requestedUrl="" %} *** #### What the Reservation Panel shows The panel provides a comprehensive record of every reservation you have ever received. For each booking, you can quickly see: * **Reservation number** — unique identifier for the booking. * **Status** — current state of the reservation. * **Listing** — the unit or property the guest booked. * **Guest name** — name of the lead booker. * **Check-in and check-out dates** — the stay window. * **Outstanding balance** — any amount still owed on the reservation. *** #### Filtering by stay status Filter the panel to focus on the reservations that matter right now. **Reservations** The full list of every reservation, regardless of date or status. This is your go-to view for reviewing the entire booking history, identifying trends, or managing future stays. Ideal for tracking long-term performance and making sure no reservation slips through. **Arrivals Today** All guests scheduled to check in on the current day. Front-desk and operations teams use this view to prepare for arrivals — confirming booking details, assigning units, and making sure everything is ready for the guest's stay. **Departures Today** All reservations checking out today. Useful for coordinating housekeeping, preparing for new check-ins, and identifying last-minute issues or pending balances before guests leave. **Currently Staying** All active reservations where guests are currently on-site. Helpful for monitoring in-house guests, managing requests, and quickly accessing booking information for ongoing stays. *** #### Guest contact details Open a reservation to see everyone connected to the booking, not just the lead booker, with each guest's phone numbers and email addresses. **Set a preferred contact detail**
When a guest has more than one phone number or email address, mark the one you want Guestway to use. 1. Open the reservation and find the guest's contact details. 2. Hover the phone number or email address you want to prioritise. 3. Click the **star** icon (tooltip: *Mark as primary*). Future messages use the primary detail when one is available. To clear it, click the star again (*Remove as primary*). > Worth doing whenever an OTA hands you a relay address alongside the guest's real one, or when a booking arrives with an old number attached. Set the primary once and every later message goes to the right place. **Find a reservation by phone number** Search accepts a **phone number** as well as guest names and booking codes — when a number is the only detail you have, that's enough to find the booking. This works in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) search too. *** #### Tips for daily use * **Start your day in Arrivals Today.** Scan the list before guests arrive to confirm details and flag anything that still needs attention. * **Switch to Currently Staying for in-stay support.** When a guest reaches out mid-stay, this filter is the fastest way to pull up their booking. * **Pair Departures Today with cleaning coordination.** Cross-reference it with the cleaning indicators in the [Multi-Calendar](https://docs.guestway.io/guestway-platform/multi-calendar) so each unit is ready for the next arrival. * **Watch outstanding balances.** Keep an eye on the balance column before the stay ends so you can chase bookings that still owe money. * **Use the full Reservations view for reporting.** When you need historical context — past performance, repeat guests, season-over-season trends — start with the unfiltered list. * Sort reservation lists by **estimated arrival** or **estimated departure** to line up your day around who's coming and going. * Open a reservation to see **everyone connected to the booking** and reach their contact details, not just the lead booker. *** #### Related pages * [Multi-Calendar](https://docs.guestway.io/guestway-platform/multi-calendar) — visual timeline of every reservation across listings. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/editor-2) — manage the guest conversations attached to each reservation. * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — the guest-facing web app generated for each booking. * [Review Center](https://docs.guestway.io/guestway-platform/review-center) — handle guest reviews after check-out. * [Cleaning](https://docs.guestway.io/guestway-platform/cleaning) — coordinate the turnover that follows each departure. # Review Center The Review Center is your central hub for managing guest reviews across every booking platform. It pulls all reviews into one dashboard, enriches them with AI analysis, and helps you reply faster while spotting patterns in cleaning, communication, and overall guest satisfaction. *** ### Accessing the Review Center Click **Review Center** in the left sidebar navigation. The dashboard opens with reviews from all your connected channels aggregated into a single feed. *** ### Filtering and finding reviews {% @guideflow/guideflow-embed requestedUrl="" %} The Review Center is built around fast triage — surface the reviews that need your attention, then act. #### **Quick-access buttons** The buttons at the top of the dashboard let you jump straight to the reviews most likely to need action: * **Assigned to you** — reviews assigned to your account. * **Need a Reply** — reviews you haven't responded to yet. * **Flagged** — reviews flagged for additional attention. #### **Advanced filters** Use the filter panel to refine the dashboard view by: * **Assigned To** and **Replied By** — narrow to a specific team member. * **Listing**, **Multi-Unit**, **Complex** — focus on a property, group of units, or building. * **City** and **ZIP Code** — slice your portfolio by location. * **Overall Rating** * **Satisfaction Score** — filter by plain-language labels such as Very satisfied, Satisfied, and Neutral. * **Deleted by Guest** — review-level audit trail. * **Guest Name** — find a specific guest's feedback. These filters make it easy to monitor performance at the individual or property level and surface trends based on location, satisfaction, or internal handling. *** ### Reading a review Open any review to see the full breakdown — guest ratings, AI insights, and the conversation history behind the feedback. #### **Category ratings** {% @guideflow/guideflow-embed requestedUrl="" %} Each review shows the guest's score across the standard categories, with a percentage indicating how this individual rating compares to your historical reviews: * **Check-in** * **Accuracy** * **Cleanliness** * **Communication** * **Location** * **Value** A positive percentage signals an improving trend in that category; a negative percentage flags a decline. Use it to pinpoint where performance is slipping before it shows up in your overall rating. #### **Cleaning performance** The Cleaning section identifies the cleaner assigned to the booking, shows their individual rating, and highlights any negative trends. A drop in cleaning scores or recurring cleanliness issues are flagged here — helping you tell whether the problem is one team member or a broader operational issue. See [Cleaning](https://docs.guestway.io/guestway-platform/cleaning) to manage your cleaning teams. #### **Communication performance** The Communication block shows which team members interacted with the guest and how many messages were exchanged during the booking. Each person's communication rating sits alongside their historical performance, so you can keep service quality consistent across the team. #### **Chat analysis** The Chat Analysis panel uses AI to scan the conversation between guest and host, extracting key themes and sentiments. You get an instant read on what the guest experienced without scrolling through the full message thread in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/editor-2). #### **Review summary** {% @guideflow/guideflow-embed requestedUrl="" %} This section condenses the guest's review into structured bullet points — separated into positive and negative observations. It's especially useful when analysing large volumes of feedback or preparing internal reports. *** ### Replying with AI {% @guideflow/guideflow-embed requestedUrl="" %} The Review Center drafts replies for you based on the review content and detected sentiment. The AI suggests a personalised, polite, and professional response you can post as-is or edit first. This saves time on routine replies, keeps your tone consistent across hundreds of reviews, and lets you focus your attention on the responses that genuinely need a human touch. *** ### Tips for daily use * **Start with Need a Reply.** It's the fastest way to clear your daily review queue without missing anything. * **Watch the trend percentages, not just the score.** A 4-star review with a declining Cleanliness trend tells you more than a one-off bad rating. * **Use the Cleaning and Communication blocks for coaching.** Negative trends tied to a specific team member are a chance for targeted feedback, not blame. * **Edit AI replies before posting.** The drafts are strong starting points — adding one personal detail (the guest's name, a specific moment from the stay) lifts the response from generic to genuine. * **Filter by Multi-Unit or Complex when reviewing portfolios.** It's the cleanest way to spot whether an issue is property-wide or unit-specific. *** ### Related pages * [Multi-Calendar](https://docs.guestway.io/guestway-platform/multi-calendar) — see the bookings that produced these reviews on the calendar timeline. * [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel) — open the underlying reservation behind any review. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/editor-2) — review the chat history that Chat Analysis summarises. * [Cleaning](https://docs.guestway.io/guestway-platform/cleaning) — manage the cleaning teams whose performance is scored here. * [Properties](https://docs.guestway.io/guestway-platform/properties) — configure the listings, multi-units, and complexes that drive the filter options. {% embed url="" %} # Properties The **Properties** page is your hub for everything that lives on a listing — listing details, the digital guidebooks your guests see, the saved replies your team relies on, operational checklists, and any custom data you've added. Configure it once per property and Guestway surfaces the right content in the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal), the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox), and your operations workflows automatically. #### General - Listings Details {% content-ref url="/pages/me5qI31UKL7Ab1ZHLJB5" %} [General (Listings Details)](/guestway-platform/properties/general-listings-details) {% endcontent-ref %} The starting point for any property — name, nickname, type, capacity, address, and the rest of the core details that identify the unit across Guestway. *** #### **Guidebooks** {% content-ref url="/pages/pJjgJFHjU60q7BBHT7eX" %} [Guidebooks](/guestway-platform/properties/guidebooks) {% endcontent-ref %} On each property you can create digital guidebooks that guests open through their personal **Guest Portal** (web app). Guidebooks can be PDFs, links, or text, and you can include anything you want guests to know about the stay: * **Local recommendations** — curated lists of things to do, restaurants, bars, and attractions around the property. * **House rules** — custom-written guidelines specific to each property. * **Check-in / check-out instructions** — including smart-lock access codes when those integrations are configured. Everything is mobile-friendly and fully branded. *** #### 💬 **Saved Replies Management** {% content-ref url="/pages/7XrKDq1U8mGHWmKi0jBD" %} [Saved Replies](/guestway-platform/properties/saved-replies) {% endcontent-ref %} Saved Replies are pre-written templates your team uses in guest conversations across every channel — Airbnb, Booking.com, Vrbo, WhatsApp, SMS, and email. * Answer frequently asked questions faster — Wi-Fi code, parking info, cancellation policy. * Create new replies or edit existing ones at the listing or organization level. * Replies authored in your PMS sync automatically into the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox). The result: consistent, fast, accurate responses across every channel your team replies on. *** #### Checklists {% content-ref url="/pages/KUorhyUmZ9frwVR9ddDt" %} [Checklists](/guestway-platform/properties/checklists) {% endcontent-ref %} Build operational checklists that attach to your listings — the structured to-do lists your team follows from booking through checkout. Checklists surface in the Operations tab of the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) so the right team member ticks items off in context. *** #### Custom Fields {% content-ref url="/pages/xKdqvSN5scMWXbf4tUbU" %} [Custom Fields](/guestway-platform/properties/custom-fields) {% endcontent-ref %} View and manage the [Custom Fields](https://docs.guestway.io/settings/organization-settings/custom-fields) configured for your listings. Custom Fields capture data unique to your operation — anything from a `Has_luggage_room` Yes/No flag to a long-form `Parking` text block — and surface that context wherever the listing appears across Guestway. *** #### Why it matters The Properties page bridges **guest experience** and **team efficiency**: * Guests feel welcomed and informed — every detail they need lives in the Guest Portal. * Teams reduce repetitive work — saved replies and checklists keep operations consistent. * Brand consistency is maintained across every stay. *** #### Related pages * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — where guidebook content surfaces for guests. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — where saved replies, checklists, and listing details surface for your team. * [Multi-Calendar](https://docs.guestway.io/guestway-platform/multi-calendar) — the timeline view of every reservation across these listings. * [Custom Fields (settings)](https://docs.guestway.io/settings/organization-settings/custom-fields) — define the custom fields available across the platform. # 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](https://docs.guestway.io/guestway-platform/guest-portal), reduce repetitive guest questions, and keep your operational data accurate. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Accessing the General settings 1. Go to **Properties → Listings**. 2. Open the listing you want to edit. 3. The **General** tab opens by default — alongside **Guidebooks**, **Saved Replies**, **Checklists and** **Custom Fields**. *** ### 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](https://docs.guestway.io/guestway-platform/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 1. Go to **Properties → Listings**. 2. Open the listing you want to edit. 3. Navigate to the **Images** section. 4. Select an existing image pulled from the OTA, or upload a new one. 5. Set it as **Primary image**. 6. (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](https://docs.guestway.io/guestway-platform/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 1. Go to **Properties → Listings**. 2. Open the relevant listing. 3. Locate the **Wi-Fi** section. 4. Enter or paste: * **Network name (SSID)** * **Password** * **Additional information** (optional) 5. 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](https://docs.guestway.io/settings/organization-settings/automations)). **How to set amenities** 1. Go to **Properties → Listings** and open a listing. 2. Open the **Amenities** section. 3. Tick the amenities the unit offers; they're organised by category. 4. 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](https://docs.guestway.io/guestway-platform/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](https://docs.guestway.io/guestway-platform/unified-ai-inbox), the [Multi-Calendar](https://docs.guestway.io/guestway-platform/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](https://docs.guestway.io/guestway-platform/cleaning). * **Smart locks** — link smart-lock devices that issue per-reservation codes automatically. See [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks). * **Static locks** — link fixed codes used for shared doors or backup keyboxes. See [Static Locks](https://docs.guestway.io/guestway-platform/static-locks). * **Property value** — record the property's value for internal tracking, insurance, or reporting. Not shown to guests. *** ### 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. * **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](https://docs.guestway.io/guestway-platform/properties) — the hub for listing-level configuration. * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — where the primary image, address, and Wi-Fi details surface for guests. * [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) — local recommendations, house rules, and check-in instructions. * [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies) — pre-written replies attached to the listing. * [Checklists](https://docs.guestway.io/guestway-platform/properties/checklists) — operational checklists attached to the listing. * [Custom Fields](https://docs.guestway.io/guestway-platform/properties/custom-fields) — custom metadata attached to the listing. * [Cleaning](https://docs.guestway.io/guestway-platform/cleaning) — manage cleaning teams assigned to listings. * [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) — connect smart-lock devices. * [Static Locks](https://docs.guestway.io/guestway-platform/static-locks) — manage manual lock codes. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — where the listing context surfaces alongside conversations. # Guidebooks **Guidebooks** are digital, mobile-friendly mini-sites you create per property and surface to guests in the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal). Use them to bundle everything a guest might need — local tips, house rules, check-in steps, Wi-Fi, parking — into one branded place that cuts down repetitive questions and lifts the stay experience. ## Creating a guidebook:
Guidebooks are managed from **Properties → Guidebooks**. Inside the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) you can also click the **+** button on the Guidebooks card to spin up a new one in the context of the active reservation. #### Content types A guidebook holds one piece of content. Pick the type that matches what you have: | Type | Use it for | | ------------- | -------------------------------------------------------------------------------------------- | | **Website** | A link to an external page — parking provider site, neighbourhood guide, restaurant booking. | | **PDF** | An uploaded PDF document — house rules, check-in instructions, floor plans. | | **Rich Text** | Long-form formatted text written directly in Guestway. | | **Image** | A single image — a map, a Wi-Fi card, a building entrance photo. | | **Video** | An uploaded video — door tour, appliance walkthrough, neighbourhood orientation. | #### Identifying the guidebook Every guidebook carries: * **Main title** *(required)* — the internal nickname your team sees in lists. Not shown to guests. * **Guest title** *(required)* — the title guests see for the guidebook in the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal). * **Description** — a short line of context shown beneath the title. * **Thumbnail image** — optional. If absent, the type icon is shown instead. After uploading, **adjust the image** to frame the part you want as the thumbnail, so the crop is yours rather than automatic.
Image and icon previews in the editor render the same way guests see them in the Guest Portal, so what you approve while editing is what ships. #### Where the guidebook attaches The guidebook's audience is set with two fields: * **Linked to** *(required)* — choose the property level: **Listing**, **Multi-Unit**, or **Complex**. * **Target Listings / Target Multi-Units / Target Complexes** — the specific properties at that level the guidebook applies to. The label updates to match what you picked in **Linked to**, and you can select multiple items. Use this when one document covers several units — a building handbook applied at the **Complex** level, for example, or a Wi-Fi card that's identical across a multi-unit. #### Visibility and access controls * **Document access** — toggle between **INTERNAL** and **GUEST**. Internal guidebooks never appear in the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) and don't expose a shareable link — useful for staff handover notes, supplier docs, or anything that shouldn't reach the guest. Internal guidebooks display an **Internal** badge in the inbox listing. * **Visibility** — controls when the guidebook appears in the Guest Portal. Pick any combination of: * **Before Check-In** * **During Stay** * **After Check-Out** * **Used by AI** — checkbox that controls whether the AI can read the guidebook's content when generating replies, summaries, or suggestions in the inbox. Tick this for Wi-Fi, check-in, and FAQ-style guidebooks so the AI can answer those questions confidently. *** ### What guidebooks are good for * **Local recommendations** — curated lists of restaurants, cafés, bars, and attractions nearby. * **House rules** — custom-written guidelines specific to each property. * **Check-in / check-out instructions** — clear directions, including smart-lock access codes when those integrations are configured. * **Practical info** — Wi-Fi password, parking details, waste sorting, or anything else relevant to the stay. All guidebooks are **mobile-friendly, fully branded**, and accessible anytime by your guests — so they always have the right information at their fingertips. *** ### Viewing guidebooks from the Unified AI Inbox Guidebooks attached to the active reservation's listing surface in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox), so you can grab the right document without leaving the conversation. #### From the Guest Portal {% @guideflow/guideflow-embed requestedUrl="" %} Click the **Guest Portal** icon next to the reservation status (right side of the screen) to open the personal Guest Portal for the guest on this reservation. Every guidebook configured for the listing — except those flagged Internal — is available there exactly as the guest sees it. #### From the Listing tab {% @guideflow/guideflow-embed requestedUrl="" %} The **Listing** tab in the inbox right panel sits between **Reservation** and **Guests**. Scroll to the bottom of the Listing tab to see every guidebook attached to the listing — Internal ones included — each with its thumbnail (or type icon), title, and description. Click a row to open it. *** ### Sharing a guidebook with a guest Every guidebook with **Document access** set to **GUEST** carries a short URL. Click the **share** icon (tooltip: *Copy link*) next to the guidebook in the Listing tab to copy that link to your clipboard, then paste it into the conversation to send it to the guest. The link surfaces the same content the Guest Portal shows. Internal guidebooks don't expose this share button — they stay inside Guestway. *** ### Tips * **Pick a clear nickname.** It's what shows in lists, so make it scannable — *Parking*, *Wi-Fi*, *House rules*. * **Use Internal for staff-only docs.** Onboarding notes, vendor contracts, and handover info stay in Guestway without leaking into the guest's view. * **Mark FAQ guidebooks as AI-usable.** A well-tagged Wi-Fi or check-in guidebook lets the AI answer those questions in suggested replies. * **Use the Visibility window for time-sensitive content.** Check-in instructions only need to show **Before Check-In**; check-out instructions are most relevant **After Check-Out**. * **Attach at the highest sensible level.** One handbook applied at the complex level beats updating it on every listing in the building. * **Add a thumbnail when the type icon won't do.** A photo of the building entrance is far more useful in the Guest Portal than a generic PDF icon — and adjust the framing so the entrance is actually in the crop, not cut off at the edge. * Use the **search box** at the top of the guidebooks list to filter by title. *** ### Related pages * [Properties](https://docs.guestway.io/guestway-platform/properties) — the hub for listing-level configuration. * [General (Listings Details)](https://docs.guestway.io/guestway-platform/properties/general-listings-details) — the listing settings shown alongside guidebooks. * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — where guidebooks surface for guests. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — where you preview and share guidebooks during a conversation. * [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies) — pre-written response templates for the inbox. * [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) — generate the access codes referenced in check-in guidebooks. # Saved Replies Saved Replies are pre-written message templates your team uses to answer common guest questions in seconds — Wi-Fi codes, parking info, check-in instructions, cancellation policies. Once configured, they surface in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) on every channel your team replies on: Airbnb, Booking.com, Vrbo, WhatsApp, SMS, and email. *** ### Where saved replies come from A saved reply in Guestway can come from one of three sources, each with slightly different behaviour: | Source | What it is | Editable in Guestway? | | ------------------------ | --------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------- | | **Created in Guestway** | Replies your team writes directly in the Guestway UI. | Fully editable — title, language, body, links, delete. | | **Synced from your PMS** | Replies authored in your property management system; Guestway syncs them automatically. | Only the **Linked to** field can be edited; everything else lives in the PMS. | | **WhatsApp templates** | Pre-approved message templates managed in Meta Business Manager. | Authored and approved on Meta's side; appear in Guestway once approved. | *** ### Creating a saved reply
1. Go to **Properties** and open the **Saved Replies** tab (at the global level, or on a specific Listing, Multi-Unit, or Complex). 2. Click **Create**. 3. Enter a clear **Title** (e.g. *Wi-Fi code*, *Check-out time*, *Parking info*). 4. Add an optional **Description** for context — what this reply is for, when to use it. 5. Pick the **Language**. 6. Set **Linked to**, then pick the specific **Listings**, **Multi-Units**, or **Complexes** the reply applies to. 7. Write the **Body** — use **Predefined Templates** to insert placeholders like guest name, listing nickname, or check-in date. 8. Save. Once saved, the reply is available to your entire team in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) on every conversation tied to a linked property. #### Template variables The body editor supports **template variables** — placeholders that are replaced with real values when the message is sent (the guest's first name, the listing nickname, the Wi-Fi password configured on the listing, and so on). Insert variables in two ways: * Type **@** in the body to open the inline placeholder picker. * Use the **template variables panel** on the right of the editor to browse categories and insert with a click. Variables keep replies feeling personal even when they're sent dozens of times a week. *** ### Saved replies synced from your PMS
Replies you've already created in your PMS sync into Guestway automatically. Use them anywhere inside the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) to answer common questions. You can manage them from Guestway, but only the **Linked to** field is editable. The title, body, and language continue to live in your PMS — edit those there and Guestway re-syncs. PMS-synced replies display the source integration's icon next to the title (e.g. the Airbnb logo) so you can spot at a glance where they came from. *** ### Saved replies created in Guestway {% @guideflow/guideflow-embed requestedUrl="" %} Replies you create in Guestway appear under the PMS-synced replies in the list — you may need to scroll down to see them. Guestway-created replies are fully editable: change the title, description, language, body, or property links at any time, and delete them when they're no longer useful. *** ### WhatsApp templates WhatsApp templates are a separate kind of saved reply, approved by Meta before they can be used. They live alongside regular saved replies in Guestway but flow through their own review process. Each WhatsApp template carries a **status**: * **In Review** — submitted to Meta and awaiting approval. * **Approved** — ready to use in WhatsApp conversations. * **Rejected** — Meta rejected the template; rewrite and resubmit. * **Unavailable** — temporarily unavailable on Meta's side. In the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox), WhatsApp templates open from a dedicated **WhatsApp templates** picker (separate from the regular **Saved replies** picker). Only **Approved** templates appear there, and once a template is selected the message body **cannot be modified** — that's a Meta requirement. New WhatsApp templates are created in [Meta Business Manager](https://business.facebook.com/latest/whatsapp_manager/message_templates) and surface in Guestway once Meta approves them. You can learn about creating WhatsApp Saved replies [here](https://docs.guestway.io/integrations/whatsapp-1). *** ### Using saved replies in the inbox {% @guideflow/guideflow-embed requestedUrl="" %} * Open the **Saved Replies** picker from the reply form in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox). * Or type **`/`** directly in the reply box to search and insert without opening the picker. The search matches reply **titles** and **body** text, and the reply drops in at your cursor — whatever you'd already typed is preserved. * Use the **search** field at the top of the picker to filter by title or body content. * Click a reply to insert it into the message editor — template variables fill in automatically with real values from the reservation, listing, and guest. * Edit the inserted text before sending if the situation needs a personal touch. * For WhatsApp conversations, open the **WhatsApp templates** picker instead — same insert flow, but the body stays locked once selected. *** ### Tips * **Lead with the question, not the answer.** A reply titled *"Wi-Fi code"* is faster to find than *"Hi, here's the Wi-Fi info you asked about"*. * **Use template variables for anything that varies per booking.** Guest first name, listing nickname, check-in date — keep replies feeling personal at scale. * **Link replies at the highest sensible property level.** Attach a building reply at the **Complex** level instead of duplicating it on every listing. * **Edit the inserted reply when it matters.** A one-line tweak — referencing something specific from the conversation — turns a templated answer into a personal one. * **Edit PMS replies in the PMS, not in Guestway.** Only **Linked to** survives in Guestway; the rest of the fields will be overwritten on the next sync. * **Track WhatsApp approvals.** When a template is **In Review** or **Rejected**, your team can't send it — flag the status to whoever owns Meta Business Manager so it doesn't sit there. * **Saved replies also feed the inbox's AI reply suggestions** — well-written saved replies help the AI propose accurate, on-brand answers (see Unified AI inbox). *** ### Related pages * [Properties](https://docs.guestway.io/guestway-platform/properties) — the hub for listing-level configuration. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — where saved replies and WhatsApp templates surface in the reply form. * [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) — long-form documents shared with guests via a link. * [General (Listings Details)](https://docs.guestway.io/guestway-platform/properties/general-listings-details) — listing fields like Wi-Fi credentials that template variables can pull from. * [Custom Fields](https://docs.guestway.io/settings/organization-settings/custom-fields) — define the custom fields that template variables can reference. # Checklists Managing guest communications at scale — especially across multiple properties and property management companies — requires clarity, consistency, and flawless execution. **Checklists** give your team a step-by-step operational framework for the entire guest lifecycle: pre-booking, pre-arrival, check-in, during stay, and check-out — so nothing slips through the cracks even when you're juggling hundreds of conversations. {% @guideflow/guideflow-embed requestedUrl="" %} Designed primarily for **virtual guest communication teams and agencies**, each checklist is a named list of actionable tasks that tells operators **what needs to be done, when, and by whom**. Many of those actions can be **fully or partially automated** by Guestway — messages, access codes, follow-ups, reviews — but checklists are the layer of control and accountability that confirms the work was done, exceptions were handled, and any manual interventions were properly executed. *** ### What a checklist contains A checklist is a named list of **tasks** that operators tick off as they complete each step. * **Task name** — short label describing what to do (e.g. *Send check-in instructions*, *Confirm payment received*, *Verify guest ID*). * **Order** — tasks have a defined sequence, so the team works through them in the same order every time. That's it — checklists are deliberately simple. The complexity lives in the workflow they describe, not in the task fields. *** ### Where a checklist attaches A single checklist can be attached to any combination of: * **Listings** * **Multi-Units** * **Complexes** …or applied **globally** at the organization level. This mirrors the targeting pattern used by [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) and [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies), so you can standardise workflows across clients while still adapting to each PMC's specific processes and service level. *** ### Creating a checklist 1. Go to **Properties** and open the **Checklists** tab — at the global level, or on a specific Listing, Multi-Unit, or Complex. 2. Click **Create**. 3. Add tasks in the order operators should follow them. Each task is just a name. 4. Set **Linked to** and pick the specific Listings, Multi-Units, or Complexes the checklist applies to. 5. Save. The checklist now appears on the **Operations** tab of every reservation tied to a linked property. *** ### Using a checklist in the inbox Checklists live directly inside the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox), on the **Operations** tab of the right-side panel. Every reservation tied to a linked property gets its own copy of the checklist, with task state tracked per booking. * Each task shows as a checkbox row labelled with the task name. * Click the row (or the checkbox) to toggle the task complete or incomplete. * Changes **save automatically** after a short pause — no separate Save button. * When every task is ticked, a **Completed** badge appears in the card header. * If the checklist has no tasks, the card shows *No checklist items found*. This keeps tasks and conversations perfectly aligned: the operator handling the conversation is the same person ticking off the checklist, with the booking context right next to them. *** ### Why checklists matter * Ensure a **consistent guest experience** across properties and clients. * Reduce human error in high-volume communication environments. * Speed up onboarding and training of new operators. * Create clear operational accountability without adding heavy ops tooling. In short, **checklists turn best practices into repeatable execution** — making Guestway even more powerful for teams managing guest communication at scale. *** ### Tips * **Keep task names short and verb-led.** *Send check-in code* beats *Make sure the guest has received their check-in code* — operators read these dozens of times a day. * **Order tasks by when they happen, not by importance.** Pre-arrival tasks at the top, check-out tasks at the bottom — it matches how the operator works through the day. * **Attach at the highest sensible property level.** A standard cleaning workflow at the **Complex** level beats duplicating it on every listing in the building. * **Pair checklists with** [**Saved Replies**](https://docs.guestway.io/guestway-platform/properties/saved-replies)**.** A *Send check-in code* task is faster when the matching saved reply is one click away in the same inbox. * **Use the Completed badge as a daily filter.** A reservation without the badge is one with work outstanding — a quick visual gate before you move on. *** ### Related pages * [Properties](https://docs.guestway.io/guestway-platform/properties) — the hub for listing-level configuration. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — where checklists surface on the Operations tab during every conversation. * [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies) — pre-written replies that pair naturally with checklist tasks. * [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) — guest-facing documents using the same property-targeting pattern. * [General (Listings Details)](https://docs.guestway.io/guestway-platform/properties/general-listings-details) — the listing settings shown alongside checklists. # Custom Fields The **Custom Fields** tab on a property shows every property-level [Custom Field](https://docs.guestway.io/settings/organization-settings/custom-fields) defined for your organisation, with the current value for this Listing, Multi-Unit, or Complex. This is where you fill in the data — the field definitions themselves are managed under **Settings → Organization Settings → Custom Fields**.
*** ### What the tab shows Open the **Custom Fields** tab on any Listing, Multi-Unit, or Complex to see every property-targeting Custom Field your organisation has configured. The header carries a count — *Custom Fields (12)* — so you know how many definitions apply at this level. For each field, the tab shows: * The field **name** as defined in [Custom Fields settings](https://docs.guestway.io/settings/organization-settings/custom-fields). * An **info icon** beside the name with the field's description (when one is set), shown on hover. * A **star icon** when the field is flagged as **Important** in settings. * The **current value** for this property, formatted for the field's value type. If a field has no value, the row is left blank. *** ### Editing a value Update a Custom Field value directly on the property — changes apply only to this property and propagate everywhere the field is referenced (the Listing tab in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox), reports, integrations, etc.). The input control depends on the field's value type: | Value type | Control | | ----------- | ----------------------------------------------------------- | | **Text** | Rich-text editor — type **@** to insert template variables. | | **Number** | Numeric input. | | **Yes/No** | Yes/No selector. | | **Date** | Date picker. | | **Time** | Time selector (10-minute increments). | | **Options** | Dropdown showing the choices configured for the field. | For details on configuring fields and choosing value types, see [Custom Fields settings](https://docs.guestway.io/settings/organization-settings/custom-fields). *** ### Value inheritance and overrides Custom Field values cascade from **Multi-Unit → Listing**. A listing inherits the value set on its parent multi-unit unless you override it at the listing level. Two icons make the inheritance state visible next to a value: * **Inherited** — when a listing has no value of its own and is showing the multi-unit's value, a small arrow icon appears. Hover it to see where the value came from. * **Overridden** — when both the listing and the multi-unit carry a value and they differ, the same arrow icon appears with a popover comparing both values side by side, so you can confirm the override is intentional. Use this to set sensible defaults at the multi-unit level (for example, `Has_luggage_room`) and only override on the listings where the answer is genuinely different. *** ### Integration-managed fields Some Custom Fields are populated and kept in sync by an external integration. When that's the case, the input is disabled and a tooltip explains: *"This field is managed by an integration and cannot be edited here."* To change the value, edit it in the source system — Guestway will re-sync. *** ### Tips * **Define once, fill in everywhere.** Create the definition in [Custom Fields settings](https://docs.guestway.io/settings/organization-settings/custom-fields), then fill values from each property's Custom Fields tab. * **Set defaults at the multi-unit level.** Anything that's the same across a building belongs on the multi-unit, so listings inherit it for free. * **Override only when you have to.** A listing-level override should be a deliberate choice — the inheritance icon makes those overrides easy to spot during reviews. * **Lean on Important.** Fields flagged Important display a star, which is a fast visual cue when scanning a long list. * **Keep field names short and consistent.** Short labels scan faster, especially when the same fields surface on the Listing tab inside the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox). * **Filter custom fields by their values** — including **date**, **time**, and **dropdown (Options)** fields — to find the reservations or properties you need. * Use the **search box** at the top of the list to find a custom field by name. *** ### Related pages * [Custom Fields settings](https://docs.guestway.io/settings/organization-settings/custom-fields) — define new Custom Fields, choose value types, and manage existing definitions. * [Properties](https://docs.guestway.io/guestway-platform/properties) — the hub for listing-level configuration. * [General (Listings Details)](https://docs.guestway.io/guestway-platform/properties/general-listings-details) — the listing settings shown alongside Custom Fields. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — where property-level Custom Fields surface on the Listing tab during conversations. * [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel) — where reservation-level Custom Fields appear and can be edited. # Service Templates The **Service Templates** page lets you define and standardise the recurring services your team adds to reservations — extra towels, baby beds, late check-out, breakfast, parking, and the rest. Configure each service once with rules for how it triggers and how many to deliver, and Guestway handles the rest: it surfaces on the reservation, on the cleaner's task list, and against the right linked listings automatically. *** ### The Service Templates dashboard Each row in the dashboard represents a predefined service, organised into key columns: * **Service Name** — the title of the service (e.g. *Extra Towels*, *Baby Bed*). * **Max Amount** — the maximum quantity that can be assigned per reservation. * **Category** — Consumables (toilet paper, shower gel), Accommodation (late check-out, parking), Amenities (cribs, high chairs, bikes), or Other. * **Type** — the specific item or service within the category. * **Manual Assign** — whether staff can manually add the service to a reservation. * **Auto Assign** — whether Guestway automatically adds the service based on the configured rules. {% @guideflow/guideflow-embed requestedUrl="" %} If you make changes or want to see the latest updates, click the **Refresh Service Template** button to reload the dashboard. *** ### How a service template flows A configured service template surfaces in several places: * **Reservation tab** in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — under the **Services** section, where staff can manually add the service to a reservation if the template allows it. * **Cleaning task list** — when **Show in Cleaning Task** is enabled, the service appears in the cleaner's app for the relevant turnover. * **Linked locks** — smart locks and static locks tied to the template are issued or assigned alongside the service. * **Auto-assignment** — services with **Auto Assign** enabled are added to matching reservations automatically based on the rules you configure. *** ### Creating a new Service Template Click the **+ Create** button at the top of the page to open the template editor. Each step covers a different aspect of the service. #### 1. Information Set the essential details that define your service. * **Name** — a clear, concise label that conveys what the service is. * **Description** — a brief explanation or special note for the team. * **Category** — pick the bucket the service belongs to: * **Consumables** — items that get used up (toiletries, paper goods, snacks). * **Accommodation** — stay-related services (late check-out, early drop-off, parking, pet allowance). * **Amenities** — reusable guest conveniences (cribs, bikes, bathrobes, extra pillows). * **Other** — anything that doesn't fit the categories above. * **Type** — the specific item within the category, picked from a predefined list (e.g. *Toilet paper*, *Crib*, *Shower gel*, *Late check-out*, *Bike*). * **Show in Cleaning Task** — when enabled, the service appears on the cleaner's task list so it becomes part of the turnover workflow. * **Must be checked** — when enabled, the service requires explicit confirmation before its task can be considered complete. #### 2. Availability Define when the service triggers during a guest's stay. * **Trigger Type** — pick the timing: * **Arrival** — runs before guest check-in. * **Departure** — runs after guest check-out. * **Daily** — repeats every day during the stay. * **Always** — available at any time and can be assigned whenever needed. * **Available days** — restrict the service to certain days of the week. Useful for services that only run on cleaning days, or that aren't available on weekends. * **Deliver on Next Day** — when enabled, the service is carried out one day after the trigger event. #### 3. Amount Set quantity limits and how the service is assigned to a reservation. * **Max Amount (Supply)** — the maximum number of units available per stay. Prevents over-allocation and helps manage stock. * **Auto-assignment rule** — choose how Guestway calculates the auto-assigned quantity based on the booking. Options include: * Fixed ratios — *X per guest*, *X per night*, *X per guest per night*. * Capped rules — same ratios but with a maximum, so long stays don't get an unlimited supply. * Tiered rules — for example, *one per guest per three nights, up to six nights*. * **Auto-assigned amount** — the number the system fills in when the rule applies. * **Manual Assign** — let team members add the service manually when they need to. * **Auto Assign** — let the system add the service automatically based on the trigger and rule. #### 4. Linking Connect the service to the right properties and locks. * **Apply to all listings** — quick toggle that attaches the template to every listing in your portfolio. When off, pick listings explicitly. * **Specific listings** — select the exact listings that should have this service available. * **Smart locks** — attach the [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) tied to the service (e.g. a parking gate or storage room). * **Static locks** — attach any [Static Locks](https://docs.guestway.io/guestway-platform/static-locks) the service relies on. #### 5. Summary After saving, a summary view shows the configuration and a direct link to the template's detail page. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Managing existing templates * **Edit** — open any template from the dashboard to update its information, availability, amount rules, or linked properties. * **Subscribe / Unsubscribe** — pause a template without deleting it. Unsubscribed templates stop applying to new reservations but keep their history. * **Archive** — retire templates you no longer use. Archived templates fall out of the active dashboard but their data stays for reporting. *** ### Tips * **Start with the most common services.** Towels, toiletries, late check-out, parking — these cover most repeat requests and pay for themselves quickly. * **Use Auto Assign for the predictable stuff.** *One toilet paper per guest per three nights* is a rule, not a decision your team should be making per booking. * **Keep Show in Cleaning Task on for anything physical.** If the cleaner has to set it up or replace it, the cleaning task list is where they'll see it. * **Use Available days for services that aren't always offered.** If breakfast only runs on weekends, restrict the days so the template doesn't suggest it on a Monday. * **Apply to all listings only when the service is truly universal.** For services that vary by property type (parking on some listings but not others), pick listings explicitly. * **Archive instead of delete.** Past reporting breaks if the template is gone — archive keeps the historical link intact. *** ### Related pages * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — where Services surface on the Reservation tab during conversations. * [Cleaning](https://docs.guestway.io/guestway-platform/cleaning) — manage the cleaning teams that pick up services flagged for cleaning tasks. * [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) — connect smart-lock devices that can be linked to a service. * [Static Locks](https://docs.guestway.io/guestway-platform/static-locks) — manage manual lock codes that can be linked to a service. * [Properties](https://docs.guestway.io/guestway-platform/properties) — configure the listings that a service template can apply to. # Cleaning The **Cleaning** page is your hub for organising the cleaning teams that handle turnovers across your portfolio. Set each team up once with the right people and listings, and Guestway routes cleaning tasks, scores them in the [Review Center](https://docs.guestway.io/guestway-platform/review-center), and surfaces them on the **Operations** tab of every reservation in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox). *** ### Cleaning Dashboard Overview The Cleaning dashboard is organised into three columns: * **Name** — the cleaning company or team responsible for the cleaning services. * **Description** — an internal notes field where you can capture context about the team. * **Linked listings** — every property currently assigned to the team. Having all this in one place makes it easy to see team coverage at a glance, communicate with cleaning partners, and plan resources without leaving Guestway. {% @guideflow/guideflow-embed requestedUrl="" %} If the dashboard ever feels stale, click **Refresh Clean Teams** to reload it with the latest data. *** ### Creating a cleaning team Open the create flow from the dashboard, then give the new team: * **Name** — short and recognisable; this is what shows on the dashboard and on every reservation. * **Description** — optional internal notes (working hours, contact person, language preference, etc.). Save, and the team appears on the dashboard immediately — ready for you to assign supervisors, team members, and listings from its detail panel. *** ### Comprehensive Cleaning Team details Click any row on the dashboard to open the team's detail panel on the right side of the screen. The panel breaks the team into clearly labelled cards. #### Information The **Information** card carries the team's **Name** and **Description**. Click the **edit** icon at the top of the card to turn the fields into editable inputs, then click the green checkmark to save or the red close icon to discard your changes. #### Supervisors The **Supervisors** card lists the team members who oversee the team's work. Click the **+** button to link an additional supervisor from your organisation users, or remove one that no longer applies. Supervisors are pulled from the same user list as the rest of your organisation. #### Team members The **Team members** card lists every active personnel assigned to the team — the cleaners who pick up tasks in the cleaning app. Use the **+** button to link new members and the matching remove action to detach them. #### Linked Listings The **Linked Listings** card shows every listing currently assigned to the team. Each listing appears as a clickable link that takes you to its property settings. A listing can only be linked to **one** clean team at a time — moving a listing to a different team automatically removes it from the previous one. #### Manage At the bottom of the panel, the **Manage** card carries a **Delete Clean Team** button. Deleting a team is **irreversible** and: * Cancels every task currently assigned to the team. * Detaches the team from every listing it was linked to. * Removes the team's record from the dashboard. A confirmation dialog asks you to confirm before the deletion goes through. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Tips * **Match team names to how you talk about them.** If your team calls them *Cleaning Crew A*, name them that — short, recognisable names beat the formal company name in lists. * **Use the description field as a quick context note.** Working hours, contact person, language preference — keep the info that helps the next manager pick up where you left off. * **Move listings, don't create duplicate teams.** If a listing changes cleaner, re-link it from the new team — the single-team-per-listing constraint enforces this automatically. * **Add a second supervisor for hand-offs.** When the main contact is unavailable, a backup supervisor means tasks don't sit waiting for approval. * **Delete carefully.** If a team is going on hiatus, unlink listings rather than delete — the team's history stays around for reporting. *** ### Related pages * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — surface cleaning tasks on the **Operations** tab of every reservation. * [Multi-Calendar](https://docs.guestway.io/guestway-platform/multi-calendar) — cleaning indicators flag which units still need cleaning before the next arrival. * [Service Templates](https://docs.guestway.io/guestway-platform/service-templates) — services flagged as **Show in Cleaning Task** appear in the cleaner's task list. * [Review Center](https://docs.guestway.io/guestway-platform/review-center) — track cleaning performance and individual cleaner scores. * [General (Listings Details)](https://docs.guestway.io/guestway-platform/properties/general-listings-details) — assign the cleaning team that owns turnovers for each listing. # Thermostats The **Thermostats** page gives you a single hub to monitor and control every connected thermostat across your portfolio — environmental data, target temperatures, mode switching, and manual overrides — without leaving Guestway. *** ### The Thermostats list The Thermostats list page provides a clear, organised overview of every thermostat currently linked to your account. Each thermostat is displayed with a default icon, making the list easy to scan, and shows: * The thermostat's **unique identity code**. * The **listing** it's installed in. * **Connection status** — online or offline. * **Battery** — charge level and whether the device is currently charging. {% @guideflow/guideflow-embed requestedUrl="" %} At the top of the page: * **Refresh** updates the device list in real time. * The **Grid / Table** view toggle lets you switch between a card-style grid and a denser table layout. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Thermostat detail view {% @guideflow/guideflow-embed requestedUrl="" %} Clicking a thermostat from the list opens the detail view. It combines real-time and historical data with control options for that specific device. The detail view is laid out in three panels: * **Device Information** (left) — identity, status, settings. * **Temperature & Humidity Charts** (centre) — environmental trends over time. * **Manual Controls** (right) — power, mode, and the temperature dial. This page helps you monitor performance and environmental conditions, while letting you make adjustments if the thermostat is set to **Managed** mode. *** ### Device Information The left panel shows the device's identity, status, and configuration settings — everything you need to monitor it at a glance and tune its behaviour remotely. #### Identity and status * **Device Name and Room** — identifies the thermostat and its physical location within the property. * **Device Type** — brand or model (for example *Nest*). Useful for understanding the device's capabilities and Guestway compatibility. * **Status** — *Online* (green) means the thermostat is connected and transmitting data; *Offline* may need attention. The status carries the timestamp of the last change (*Offline since…*) so you can see how long an outage has lasted. * **Uptime Bar** — a 30-day, day-by-day visual representation of connectivity, colour-coded so you can spot patterns in offline periods. #### Settings * **Linked Listing** — the listing the thermostat is installed in. Use the **+** action to link a listing (when none is set) or the **unlink** action to detach it. Unlinking asks for confirmation before completing. * **Managed** — toggle whether Guestway controls the thermostat automatically (warming up and cooling down on guest check-in / check-out). When off, the thermostat must be controlled manually by staff or guests. * **Max Heating Temperature** — caps how high the heating can be set (for example 23°C). Promotes energy efficiency and prevents overheating during vacancies or mild weather. Available when the device supports a heating mode. * **Min Cooling Temperature** — sets the floor for cooling (the coldest the device may run to). Available when the device supports a cooling mode. * **Min / Max Heat-Cool Range** — sets the lower and upper bounds of the comfort band when the device runs in combined heat-cool mode. * **Subscribed** — pause Guestway's syncing for this thermostat without deleting it. Useful when a unit is taken off-line temporarily. *** ### Temperature and Humidity Charts The centre panel provides a real-time visual overview of the indoor climate, making it easy to monitor and analyse environmental conditions. Filter the data by selecting a **time range** from the dropdown in the top-right corner of the panel: * **Last 24 Hours** * **Last 7 Days** * **Last 30 Days** * **Last 3 Months** #### Temperature Graph Plots two data sets over time: * **Green line** — the actual temperature measured in the room. * **Red dashed line** — the target temperature the thermostat is working toward. Comparing the two helps you evaluate system responsiveness and spot fluctuations during occupancy. #### Humidity Graph Plots humidity over the same period. A consistent line points to climate stability; sudden spikes or drops can signal poor ventilation or high-moisture events (long showers, open windows, etc.). Monitoring humidity supports guest comfort and helps prevent mould or condensation issues. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Manual Controls The right panel is an intuitive control surface for direct interaction with the thermostat — perfect for quick adjustments or hands-on intervention when automation is disabled. * **Power button** — at the top of the dial, toggles the system on or off. * **Mode selector** — pick the active mode based on what the device supports: * **Heat** — heating only. * **Cool** — cooling only. * **Heat-Cool** — maintains a temperature range using either heating or cooling as needed. * **Off** — turns the system off entirely. * **Temperature dial** — rotate the central dial to change the target temperature. The allowed range is constrained by the limits configured in **Settings** (e.g. the Max Heating Temperature cap, or the Min/Max Heat-Cool range). * **Current readings** — shown below the dial: * **Current temperature** — the actual ambient temperature in the room. * **Target temperature** — the value the system is working toward. Comparing the two makes it immediately clear whether the system is heating, cooling, or holding steady. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Tips * **Link every thermostat to a listing.** A thermostat without a linked listing can't be auto-managed or shown to the guest in the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal). * **Set a Max Heating Temperature on managed thermostats.** It's the easiest energy-control guardrail, especially across vacant periods. * **Pair Managed mode with the Guest Portal.** Guests get smart-controlled comfort on arrival without your team touching the device. * **Watch the Uptime Bar.** A thermostat that drops offline regularly is one that's about to cause a guest complaint — flag it before they do. * **Use the Humidity Graph for early issue detection.** Persistent high humidity is often the first sign of a ventilation, drying, or maintenance issue. * **Check the offline-since timestamp before troubleshooting.** Recent disconnections may resolve on their own; long-running ones probably need on-site attention. *** ### Related pages * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — where guests control thermostats during their stay (when **Managed** is enabled). * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — thermostats linked to a listing surface alongside the conversation, so you can check status without switching pages. * [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) — manage the other connected devices used during the stay. * [Static Locks](https://docs.guestway.io/guestway-platform/static-locks) — manual lock codes complementing your smart-device setup. * [General (Listings Details)](https://docs.guestway.io/guestway-platform/properties/general-listings-details) — the listing settings shown alongside the thermostats linked to it. # Smart Locks The **Smart Locks** page is your hub for monitoring and managing every connected smart lock across your portfolio — connection status, access codes, activity history, and the rules that govern when guests get in or out. *** ### The Smart Locks list The Smart Locks list shows every smart lock currently linked to your account. Each lock displays: * A default **icon**. * The lock's **unique identity code**. * The **listing** it's installed in. * The lock's **specific location** within the property. * **Connection status** — online or offline. * **Battery** — charge level and whether the device is currently charging. {% @guideflow/guideflow-embed requestedUrl="" %} At the top of the page: * **Refresh** updates the list with the latest data. * The **Grid / Table** view toggle switches between a card-style grid and a denser table layout. *** ### Lock Details and Configuration The left side of the lock detail view summarises the device's status, settings, and links into your property management system. #### Lock Header The **Lock Header** displays the lock's custom **name** alongside its **brand**, with a status label confirming whether the lock is online. You can rename the device or edit its description from here. #### Device Components The **Device Components** section shows whether the lock's peripherals are active and connected: * **Keypad** — whether the external keypad is properly linked and operational. * **Door sensor** — whether the sensor is online and detecting open / closed states. #### Actions The **Actions** area carries an **Open Door** control that lets authorised users remotely unlock the door from Guestway, without being on-site. #### Location The **Location** section labels the entry point the lock controls — for example *Apartment door*, *Building entrance*, or *Storage room*. #### Guest Access Settings These toggles define how and when guests can interact with the smart lock: * **Guest Can Open Remotely** — guests can unlock the door from their phone via the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal). * **Prevent Access Until Checked-in** — guests can't use their access code until their official check-in time begins. * **Revoke Access on Check-out** — guest access is automatically disabled the moment the stay ends. #### Check-in and check-out offsets Fine-tune *exactly* when guest access activates and expires: * **Check-in offset** — number of minutes **before** check-in time when guest access becomes available (e.g. give guests 30 minutes' grace if they arrive early). * **Check-out offset** — number of minutes **after** check-out time when guest access remains valid (e.g. allow 15 minutes after check-out for the guest to grab a forgotten item). These offsets work alongside the **Prevent Access Until Checked-in** and **Revoke Access on Check-out** toggles. #### Device Health The **Device Health** section tracks the lock's performance: * **Uptime** — shown as a percentage and a visual 30-day timeline. * **Battery** — a 30-day graph helps you anticipate when the device will need a fresh battery. #### Linkage The **Linkage** section shows which **listings** the lock is connected to, and whether it's also part of a **complex**. You can link or unlink the lock from any listing or complex directly here. #### Subscription state A lock can be **unsubscribed** to pause Guestway's syncing without deleting it — useful when a unit is temporarily off the market but you'll bring the lock back online later. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Activity Logs Panel The **Activity Logs** panel is a real-time, chronological timeline of every interaction with the lock — physical, keypad, or remote. Each entry is time-stamped, giving full traceability and control. Common log entry types: * **Manually** — physical actions, such as someone unlocking or locking the door by hand, or the door being opened or closed without an access code. * **Keypad** — interactions involving the keypad, like locking or unlocking with a specific code. * **Access with Code** — identifies which code was used (manual code set up by an admin, or a fallback code generated automatically). * **Motor Blocked** — signals a hardware issue when the lock mechanism encountered physical resistance during operation; useful for maintenance and troubleshooting. * **Date and Time** — every entry carries a precise timestamp, so you always know who accessed the property and when. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Access Codes and Scheduling The **Access Codes** section lists every digital code generated for the selected lock. Each row shows the code's name, type, validity, and current status. #### Code types A small icon next to the code name tells you how the code was created: | Type | What it is | | ------------- | --------------------------------------------------------------------------------------------------------- | | **Automatic** | Generated by Guestway based on a reservation — created when a stay is confirmed and removed when it ends. | | **Manual** | Created by a user directly on the lock (for cleaners, maintenance, long-term access, etc.). | | **Fallback** | A backup code that can be used if automatic codes fail or aren't available. | #### Code validity states Every code carries a validity status that reflects where the code is in its lifecycle: * **Active** — the code is currently usable. * **Upcoming** — the code is scheduled for a future window and not yet usable. * **Expired** — the code's window has ended and the code can no longer unlock the door. #### Duration The **Duration** column shows how long each code is valid: * Some codes are marked **Always** — they work at any time without restrictions. * Others are valid for a specific window — ideal for guest stays, maintenance visits, or temporary staff. #### Per-code actions For each code: * Click the **eye icon** to reveal the PIN. * Click the **three-dot menu** to delete or disable the code. * The **last used** timestamp shows when the code was last used to open the door — useful for retiring codes that are no longer in use. #### Schedule Overview Below the code list, the **Schedule Overview** summarises scheduled access tied to specific users or guests, so you can see at a glance who can enter when. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### How can you create a new access code? To create a new access code, click the **+** button. You'll be prompted to fill out three essential fields: 1. **Name** — assign a label so the code is easy to identify later (e.g. *Cleaner*, *Guest*, *Maintenance*). 2. **PIN code** — the numeric sequence the guest or user will use to unlock the door. 3. **Duration** — set a start and end date (and time, if needed) to define the active window. Once saved, the code appears in the access list with all relevant details and status indicators. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Tips * **Configure offsets to match real-world arrival patterns.** A 30-minute check-in offset spares guests (and your inbox) when their flight lands a little early. * **Keep Revoke Access on Check-out enabled by default.** It's the cleanest security policy — every stay gets a fresh code window. * **Use Manual codes for recurring staff.** Cleaners, maintenance, and supervisors don't need a new automatic code per booking — give them named manual codes and rotate them on a schedule. * **Watch the Battery graph.** A drop in the 30-day battery graph is your early-warning signal — change the batteries before a guest gets locked out. * **Re-link rather than unlink-and-relink.** Moving a lock between listings keeps its history intact for activity logs and reporting. * **Retire codes you don't use.** Old codes with **Last used** dates from months ago are a security hygiene issue — disable them. *** ### Related pages * [Static Locks](https://docs.guestway.io/guestway-platform/static-locks) — manage manual lock codes and keyboxes that don't connect to Guestway directly. * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — where guests open the door remotely when **Guest Can Open Remotely** is enabled. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — share access codes from the **Access** tab during a guest conversation. * [General (Listings Details)](https://docs.guestway.io/guestway-platform/properties/general-listings-details) — link smart locks to listings from the property's settings. * [Service Templates](https://docs.guestway.io/guestway-platform/service-templates) — services that link to smart locks (e.g. parking gates, storage rooms). * [Thermostats](https://docs.guestway.io/guestway-platform/thermostats) — manage the other connected devices used during a stay. # Static Locks Static Locks are the manual locks at your properties — padlocks, lock boxes, and numpads — that don't connect to the internet. The **Static Locks** page tracks each one with its name, location, lock type, and PIN code so your team and guests always have the right access information at hand. *** ### The Static Locks list The page shows every static lock connected to your account in a single, organised view. Each row carries: * **Name** — the lock's custom label. * **Door Name** — the physical entry point (e.g. *Apartment Door*, *Main Gate*). * **Linked Complex** — the building or compound the lock belongs to. * **Linked Listing** — the rental unit the lock is attached to. * **PIN code** — the access code (hidden by default; click the eye icon to reveal). {% @guideflow/guideflow-embed requestedUrl="" %} Click any row to open the lock's detail panel for editing. *** ### Lock detail view The detail panel breaks the lock into three cards: **Information**, the linkage cards (**Linked Complexes** and **Linked Listings**), and **Manage**. #### Information Click the **edit** icon at the top of the **Information** card to flip the fields into editable inputs. Click the green checkmark to save or the red close icon to discard. * **Name** — the lock's custom label, used in lists and reports. * **Description** — optional extra context (e.g. *Lock for the storage room shared with neighbours*). * **Type** — the kind of static lock. Pick from: * **Padlock** * **Lock Box** * **Numpad** * **Door Name** — the public-facing label guests see when the code is shared with them in the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox). * **Pin Code** — the access code; hidden by default and revealed via the eye icon. * **Visible** — when enabled, the code is synchronised with a custom field named `gw_codes` in your PMS (if your PMS supports it). Once synced, you can automate messages that share the code with guests. When disabled, the code stays internal. #### Linked Complexes The **Linked Complexes** card shows every building or compound the lock is associated with. Click the **+** icon to link an additional complex; complexes already linked can be detached from here too. Use this for shared infrastructure — building entrances, gates, shared storage rooms — that applies across an entire complex rather than a single listing. #### Linked Listings The **Linked Listings** card lists every individual property listing the lock is connected to. Use the **+** icon to add more listings, or the unlink icon next to a listing to detach it. #### Manage The **Manage** card carries a **Delete Lock** option that permanently removes the lock from your account. Use it when a device is no longer in service or has been replaced. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### How to create a new static lock To create a new static lock, click the **+** button. You'll be prompted to fill out a few essential fields: 1. **Name** — a clear label that's easy to recognise later, especially when managing many locks. 2. **Door Name** — the physical location of the lock (*Apartment Door*, *Main Gate*, *Side Entrance*). This is what guests see when the code is shared with them. 3. **PIN code** — the numeric sequence users will input to open the lock. 4. **Visible** — enable this to sync the code with the `gw_codes` PMS custom field for automation; leave it off to keep the code internal. 5. **Lock type** — pick *Padlock*, *Lock Box*, or *Numpad* so the system can recognise and represent the device correctly. 6. **Linked listing** — connect the lock to a specific listing from your portfolio so the right guests get the right code. {% @guideflow/guideflow-embed requestedUrl="" %} *** ### Tips * **Use Door Name for the guest, Name for your team.** Name is internal; Door Name is what guests see — keep both clear and short. * **Pick the right lock type.** Type drives the icon and how the lock appears across Guestway, so don't default everything to *Padlock* if it's actually a Numpad. * **Enable Visible to automate code sharing.** When your PMS supports `gw_codes`, this saves your team from manually copying lock codes into every message. * **Link at the complex level for shared doors.** Building entrances and shared gates belong on the complex, not duplicated across every listing inside it. * **Use the Description for the staff context.** Anything that helps the next person understand the lock's quirks (rotation schedule, who has the override key) goes here. * **Delete carefully.** Deleting a lock removes its access references everywhere — if you're swapping the device, edit it instead of recreating it. *** ### Related pages * [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) — manage connected, internet-enabled smart locks with rotating per-reservation codes. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — share static lock codes with guests directly from the **Access** tab during a conversation. * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — where guests see door codes during their stay. * [General (Listings Details)](https://docs.guestway.io/guestway-platform/properties/general-listings-details) — link static locks to listings from the property's settings. * [Service Templates](https://docs.guestway.io/guestway-platform/service-templates) — services that link to static locks (e.g. storage rooms, parking gates). # Getting started The **Guestway App** is your mobile workspace for hospitality operations — view daily cleaning tasks, message guests, and stay coordinated with your team from one place. This page walks you through first-time setup, from accepting your invitation to landing on your task list. #### Before you begin To complete setup you'll need: * An **invitation email** from Guestway (sent by your manager or team lead) * An iPhone or Android phone * A few minutes — the full flow takes under five If you haven't received an invitation yet, reach out to your supervisor before continuing. *** #### Step 1 — Accept your invitation You'll receive an email inviting you to join Guestway. Open it and tap **View Invitation** to open the account setup page in your browser.
#### Step 2 — Create your account On the setup page, follow the prompts to set your password and confirm your details. Agree to the **Terms and Conditions** to finish registration — your Guestway account is now active. #### Step 3 — Install the Guestway app Install the app on the phone you'll use day-to-day: 1. Open the **App Store** (iOS) or **Google Play Store** (Android). 2. Search for **Guestway**. 3. Tap **Install** on the official Guestway listing. Or use the direct store links: * iOS — [Guestway on the App Store](https://apps.apple.com/be/app/guestway-management/id6444291470) * Android — [Guestway on Google Play](https://play.google.com/store/apps/details?id=io.guestway.management)
#### Step 4 — Sign in Open the app and sign in with the credentials you just created. 1. Enter your **email address**. 2. Enter your **password**. 3. Tap **Sign in**. Forgot your password? Tap **Forgot password?** on the sign-in screen and follow the email link to reset it. If your organization requires two-step verification, you'll be prompted for a verification code after entering your password.
#### Step 5 — Finish first-time setup The first time you open Guestway, a short wizard helps you tune the app to your preferences: * **Notifications** — Allow push notifications to get alerts for new messages, task assignments, and schedule changes. You can change this later in **Settings**. * **Biometric protection** — Optionally require Face ID or fingerprint each time the app opens, for an extra layer of security. * **Theme** — Choose **Light** or **Dark** mode. Tap **Continue** on the final slide to land on your task list. *** #### You're now active! Once you reach the home screen, your cleaning schedule and conversations load automatically. If you see the message **"You are not part of any cleaning team"**, you haven't been added to a property yet — contact your supervisor or team lead so they can add you to your building. Once you're added, your tasks will appear automatically. If the issue persists, reach out to Guestway support. #### Navigation menu overview The bottom navigation bar gives you fast access to the three core areas of the app: * **Tasks** — Your scheduled and completed cleanings, organized by week. Open any task to see property details, guest information, and complete the job. See [Cleaning Tasks](https://docs.guestway.io/guestway-mobile-app/cleaning) for the full guide. * **Inbox** — Every guest conversation tied to a reservation, with stay context, AI draft suggestions, and internal notes for your team. See [`Inbox`](https://docs.guestway.io/guestway-mobile-app/inbox) for details. * **Settings** — Notification preferences, organization switching, theme, language, biometric protection, and account actions. See [`Settings`](https://docs.guestway.io/guestway-mobile-app/settings). *** #### What's next Now that you're set up, dive into the area you'll use most: * [Weekly overview](https://docs.guestway.io/guestway-mobile-app/cleaning/weekly-overview) — Read the color-coded timeline at a glance. * [Managing cleaning tasks](https://docs.guestway.io/guestway-mobile-app/cleaning/managing-cleaning-tasks) — Open a task and review everything you need to complete it. * [Completing a task](https://docs.guestway.io/guestway-mobile-app/cleaning/completing-a-task) — Submit photos, remarks, and notes when the job's done. * [Inbox](https://docs.guestway.io/guestway-mobile-app/inbox) — Reply to guests with full reservation context on hand. # Cleaning Tasks The **Tasks** tab is your team's command center for cleanings — a weekly view of every property and turnover, with the property details, guest information, special requests, and consumables you need to get a unit guest-ready on time. By keeping schedules, reservations, and smart-lock status in one place, Guestway helps cleaning teams and managers stay coordinated and cuts down on the back-and-forth that delays check-ins.
*** #### In this section Three views together cover the full cleaning workflow: * **Weekly overview** — Read the color-coded timeline, jump between weeks, and spot urgent jobs at a glance. * **Managing cleaning tasks** — Open a task to see property details, guest information, reservation timeline, special requests, consumables, and smart-lock battery. * **Completing a task** — Submit remarks, photos, and notes once the cleaning is done. #### Working in the Tasks tab The Tasks tab opens to the current week. A few patterns are useful to know up front: * Tap **Previous** or **Next** in the top bar to move between weeks. * The bold column is **today** — the shaded portion shows time that's already passed, and the vertical line marks the current time. * Tap any property name in the **Unit** column to open the listing page with its full details. * Pull down on the schedule to refresh the latest cleanings and reservations. For the full guide to the color-coded timeline, urgency cues, and smart-lock indicators, see Weekly overview. #### Tips for daily use * Check the timeline first thing in the morning to see which jobs are urgent (red) and which have flexible windows (green). * Open a task **before** you start cleaning so you have the right consumables, know about any special requests, and can plan around the check-in window. * Complete the task in the app the same day — management relies on up-to-date photos and notes to follow up on damages, restocks, or guest issues. *** #### What's next * New to the Tasks tab? Start with [Weekly overview](https://docs.guestway.io/guestway-mobile-app/cleaning/weekly-overview). * Need to know what's inside a task? See [Managing cleaning tasks](https://docs.guestway.io/guestway-mobile-app/cleaning/managing-cleaning-tasks). * Ready to wrap a job? Follow [Completing a task](https://docs.guestway.io/guestway-mobile-app/cleaning/completing-a-task). *** # Weekly overview The **Weekly overview** is the default view of the Tasks tab — a one-week timeline of every cleaning across all your properties, with color cues that flag urgent jobs at a glance and visual indicators for reservations, smart-lock status, and task progress. #### How the timeline is laid out Each row represents one of your **listings** — the property nickname and a smart-lock status icon appear on the left in the **Unit** column. The seven columns to the right are the days of the week, with **today** highlighted in bold. Two layers sit on top of the day grid: * **Reservation bars** — colored bars stretch from a guest's check-in date to their check-out date. * **Task indicators** — round bubbles appear in the day a cleaning is scheduled, color-coded by priority.
#### Navigating between weeks Use the buttons in the top bar to move through your schedule: * Tap **Previous** to step back a week and review past cleanings. * Tap **Next** to look ahead to upcoming workloads. Pull down on the schedule at any time to refresh the latest cleanings and reservations. #### Cleaning priority colors The color of each task indicator tells you how tight the cleaning window is. Priority is calculated automatically from the target start time and the deadline before the next guest arrives. | Color | Priority | What it means | | ------ | -------- | ---------------------------------------------------------------------------- | | Red | High | Urgent — finish before an imminent guest arrival. | | Orange | Medium | The deadline is right at the target check-in time. Stay on schedule. | | Amber | Normal | There's some buffer between the target time and the deadline. | | Green | Low | Plenty of time — the cleaner has the full day or more. | | Grey | Unknown | Priority couldn't be calculated. Flag with your supervisor if it stays grey. | #### Task states A task indicator's appearance also tells you where the cleaning stands: * **Pending** — Solid colored bubble with a cleaning icon. The job hasn't started yet. * **In progress** — Light blue bubble with a pulsing hourglass icon. Someone is currently cleaning. * **Completed** — Green bubble with a white check mark. * **Action needed** — A small blue exclamation in the corner means the task still has services that need to be checked off before it can be completed.
#### Reservation bars Reservation bars show when a property is occupied. They round off on the day a stay starts or ends, so turnovers are easy to spot at a glance. * **Green** — Guest reservation. Tap any segment to open the linked guest conversation in the **Inbox**. * **Primary (blue)** — Owner reservation, blocking the calendar without a guest.
#### Smart-lock status icon The icon next to each listing nickname reflects the current state of the property's smart lock. Use it to flag access issues before a cleaner arrives on site. | Icon | What it means | | ---------------------- | -------------------------------------------------------------- | | Battery (green) | Online with a healthy battery. | | Battery (orange) | Online, but the battery needs charging soon. | | Battery (red) | Online, battery critical — replace/charge as soon as possible. | | Battery (blue) | Online and currently charging. | | Lightning bolt | Plugged in to mains power (no battery). | | Wi-Fi with exclamation | Smart lock is offline — connection issue. | | Question mark | Smart-lock status is unknown. | #### Today indicator On today's column, a faint shaded background marks the time that's already passed and a thin vertical line shows the **current time**. This makes it easy to see what should already be in progress versus what's still ahead today. #### Tapping for more Every element on the timeline is interactive: * Tap a **task indicator** to open the task details — see Managing cleaning tasks. * Tap a **reservation bar** to jump to the linked guest conversation in the `Inbox`. * Tap a **listing nickname** to open the property's full listing page. *** #### What's next * Found the task you need to work on? See[ Managing cleaning tasks](https://docs.guestway.io/guestway-mobile-app/cleaning/managing-cleaning-tasks) for what every detail in a task means. * Finished cleaning? Follow [Completing a task](https://docs.guestway.io/guestway-mobile-app/cleaning/completing-a-task) to submit photos, remarks, and notes.
# Managing cleaning tasks The **Task Details View** is where you find everything needed to clean a property correctly — the cleaning window, guest count, required linens, consumables, bed setup, smart-lock codes, and any special instructions — all on one screen. Open it whenever you start a job, so you can plan, work, and finish without flipping between tools. #### Opening a task To open a task, tap any **task indicator** on the Weekly overview. The task page slides up over the schedule. Close it with the **X** in the top-left corner of the property image when you're done. #### Property header At the top of the page, a large photo of the property frames the listing's **nickname** and **full address** as a translucent overlay. Use these to confirm you're looking at the right unit before starting work.
#### Owner reservation warning When the next reservation is an **owner stay** rather than a regular guest, a red-bordered notice appears at the top of the page reminding you that *the owner of the property will be the next guest* and to take extra care. Owner stays often carry higher expectations than booking-platform guests, so treat the unit accordingly. #### Job summary Below the property header, a single row gives you the at-a-glance status: * **Scheduled date** of the cleaning, on the left. * **Guest count** badge on the right (how many guests the next stay is for). * **Priority pill** — color-matched to the timeline indicator: Low (green), Normal (amber), Medium (orange), High (red), or Unknown (grey). For what each priority means, see Weekly overview. #### Cleaning timeline A visual timeline (when there's a previous or next reservation that day) shows your cleaning window relative to guest arrivals and departures. Each colored zone has a different meaning:
| Zone | What it means | | ------------------------ | ------------------------------------------------------------------------------------------------- | | **Red diagonal stripes** | Time you can't be in the unit — before the previous guest leaves or after the next guest arrives. | | **Green** | The optimal cleaning window — between the scheduled start time and the target completion time. | | **Orange (left)** | Early-access window — you can already enter the unit before the scheduled start. | | **Orange (right)** | Buffer after the target time, up to the deadline before the next check-in. | Two door icons mark the boundaries of the day: * A **closed-door icon** with a time — the previous guest's check-out. * An **open-door icon** with a time — the next guest's check-in.
If the task is scheduled for today, a **"now" marker** shows the current time on the timeline so you can see how much window is left. #### Required services The **Required** section lists items the team expects you to handle and verify for this specific stay — for example, setting up a baby bed, providing extra linens, or fulfilling other guest-specific requests. Each row shows an icon, the **amount**, and the service name.
To use it: 1. Handle the item in the unit. 2. Tap the row to toggle the circle on the right from empty to a **green checkmark**. 3. Repeat for every required item. Every required item must be checked before you can complete the task. If any are still open when you tap **Complete**, the app pulses the unchecked items in red and shows the message **"Please check the required fields."** #### Consumables The **Consumables** section is a tile grid of items to replenish in the unit — toilet paper, soap, shampoo, towels, and similar supplies. Each tile shows the **count** and **item name** so you know exactly how many of each to leave behind.
Consumables don't need to be checked off, but stock according to the count shown. #### Bed setups The **bed setups** block shows the bed configuration this stay needs — for example, how many double, single, or sofa beds to make up. Use it to set up the bedrooms correctly before the next guest arrives.
#### Smart locks If the property has smart locks, the **Smartlocks** section lists each lock by its **door name** along with the **access details**, so you can let yourself in without contacting management.
#### Bottom action bar A pinned bar at the bottom of the screen holds the actions for the task: * **Complete** (green) — Opens the completion flow. The button is enabled only when every required service is checked. * **Job Completed** (outline) — Replaces the Complete button after submission. * **Undo Job** (red X icon) — Appears next to **Job Completed**. Reverts the completion. A confirmation sheet warns *"this will notify the guests that their accommodation isn't ready yet"* before the change applies. * **WhatsApp** (green icon) — Opens WhatsApp with a pre-filled message containing the property's city and nickname, handy for quickly relaying the job to a colleague.
If you tap **Complete** on a task scheduled for a future date, the app asks you to confirm before continuing — useful if you're working ahead, and a safeguard against accidentally finishing the wrong task. For the full submission flow, see Completing a task. *** #### What's next * Need a refresher on how the schedule itself works? See the [Weekly overview](https://docs.guestway.io/guestway-mobile-app/cleaning/weekly-overview). * Ready to submit photos, remarks, and notes? Follow [Completing a task](https://docs.guestway.io/guestway-mobile-app/cleaning/completing-a-task). # Completing a task The **Complete** flow captures what management needs to close the job — your remarks on the stay, photos of the cleaned unit, and any free-form notes — in one short form. Filling it in honestly and promptly keeps property standards high and gives the team the evidence to follow up on damages, restocks, or guest disputes. #### Opening the Complete view The Complete view is the second screen of the cleaning workflow: 1. Open the task from the Weekly overview. 2. Tick off every **required service** on the task page — the **Complete** button stays disabled until they're all checked. 3. Tap **Complete** at the bottom of the task page. A full-screen page titled **Complete** opens with three sections to fill in: Remarks, Pictures, and Notes.
#### Remarks The **Remarks** section flags anything noteworthy about how the guests left the unit. Toggle the relevant row on: * **Extremely Dirty** — *Did the guests leave the property in a very dirty state?* Switch on if the unit was left in worse-than-normal condition. * **Damaged Goods** — *Did the guests damage any items in the property?* Switch on if anything was broken, missing, or harmed.
Be honest — these flags help management decide whether to chase the guest for compensation or schedule extra cleaning and repairs. #### Pictures The **Pictures** section is where you attach photo evidence of the cleaned unit and anything unusual. To add photos: * Tap the **camera tile** (camera icon) to take a new photo with your phone's camera. * Tap the **gallery tile** (photo icon) to pick existing photos from your phone library — up to **30 images** at once.
Aim for clear shots of the cleaned **kitchen, bedroom, and bathroom** as a baseline. If the guests left damage or excessive mess, take extra photos as proof. **Managing uploaded images** Each thumbnail shows its upload state: | Overlay | Meaning | | ------------------------------- | --------------------------------------------------------------------- | | Dark scrim with a spinner | The image is **preparing** to upload. | | Dark scrim with a progress ring | The image is **uploading** — the ring fills as the upload progresses. | | Green flash + green check badge | Upload **succeeded**. | | Brief shake animation | Upload **failed**. Tap the thumbnail to retry. | Tap the **X** in the top-right corner of any thumbnail to remove it before submitting. #### Notes Use **Notes** for anything that doesn't fit a yes/no remark. The text field is free-form and accepts up to **4,096 characters**, with a live character count below it.
Worth flagging here: * Broken or missing items found during cleaning. * Low inventory or consumables that need restocking. * Unusual issues, smells, or specific feedback about the property. Keep notes specific and to the point so the management team can act on them quickly. #### Submitting When everything is filled in, tap **Submit** at the bottom of the page.
A status line above the button shows what's still happening with your photos: * **Preparing X · Uploading Y** — Photos are still being processed. The Submit button stays disabled until every upload is finished. * **X images failed to upload** — Shown in red. Tap each failed thumbnail to retry, or remove it, before submitting. If the submit itself fails (for example, you've lost connectivity), a toast reads **"Failed to complete task, please try again later..."** — wait a moment and tap **Submit** again. Once the task is submitted, the schedule updates: the task indicator on the Weekly overview flips to a green check, and **Job Completed** replaces the Complete button on the task page. *** #### Tips * Submit the same day. Photos and notes are most useful while the cleaning is still fresh. * If you toggle **Extremely Dirty** or **Damaged Goods**, attach photos as backup — remarks plus visual evidence make claims much easier to resolve. * Made a mistake on a submitted task? Open the task from the schedule and tap **Undo Job** to revert. See Managing cleaning tasks. #### What's next * Need a refresher on the schedule? See the [Weekly overview](https://docs.guestway.io/guestway-mobile-app/cleaning/weekly-overview). * Forgot what's inside a task? Read [Managing cleaning tasks](https://docs.guestway.io/guestway-mobile-app/cleaning/managing-cleaning-tasks). # Inbox ### Inbox Tab The **Inbox** centralizes every guest conversation tied to a reservation — across booking platforms, email, WhatsApp, SMS, and direct channels — so the communications team can reply with full context from one place. #### The Inbox list The Inbox tab opens to a list of every conversation, sorted by most recent activity. The title at the top reflects the current view: **Inbox**, **Assigned to me**, **Needs reply**, or **Flagged**.
**Filtering and searching** The header gives you fast ways to narrow the list: * **Person icon** — show only conversations **Assigned to me**. * **Bubble icon** — show only conversations marked **Needs reply**. * **Flag icon** — show only **Flagged** conversations. * **Globe icon** — toggle automatic translation of the previews.
Below the header, a search bar (*"Search guests or booking codes…"*) finds a specific guest by name or by booking ID. Pull down on the list to refresh the latest messages. **Message preview** Each row surfaces enough about a conversation to triage it without opening the thread: * **Reservation status** — *Check-in today*, *Currently hosting*, *Past guest*, etc., so you can prioritize urgent threads. * **Listing name and ID** — the property nickname and unique identifier the conversation is tied to. * **Guest name** — the full name of the guest you're talking to. * **Stay dates** — check-in and check-out, for context on timing. * **Time of last message** — timestamp of the most recent activity. * **Message preview or status** — a short excerpt of the latest message, or *No messages yet* if no exchange has happened.
#### Opening a conversation Tap any row to open the full thread. The header packs everything you need to reply with context.
**Header** * **Booking-channel logo** (Airbnb, Booking.com, direct, etc.) and the **guest's name**. * **Translation toggle** (globe icon) — instantly translate the thread, or revert to the original language. A toast confirms the change. * **More menu** (⋮) — toggle **Needs a reply** / **Mark as replied** and **Flag chat** / **Remove flag**. * A **stay status** strip showing context like *Checking in today*, *Checking out today*, *Currently staying*, *Arriving in X days*, or *Past guest*, alongside the listing nickname and stay dates. Tap **Details** on the right of the strip to open the full guest context (covered below). **AI-generated draft suggestions** When you open a guest message, Guestway analyzes the content and prepares a suggested reply tailored to the inquiry. Drafts stay on-brand, polite, and consistent across the team — especially handy for routine questions, requests, and updates.
You can: * **Send the suggestion as-is** — best for standard questions where the draft fits. * **Edit before sending** — tweak the wording while keeping most of the suggestion. * **Write a fully custom response** — for sensitive or complex situations. **Who can respond?** Only the **communications team** can reply directly to guests from the Inbox. This keeps every guest interaction in a consistent voice, handled by trained team members. **Channels you can respond on** Replies can go out on whatever channel makes sense for the guest: * OTA (Airbnb, Booking.com, etc.) * Email * WhatsApp * SMS * Guest Portal * Direct booking-site widget #### Live collaboration The Inbox is built for teams working a thread together.
**Live chat indicators** See when other team members are looking at the same conversation, when they've seen a message, and when they're typing — so you don't double-respond. **Internal notes** Leave notes inside the conversation for other operators. They're highlighted in **yellow** and visible only to your internal team — guests never see them. Use internal notes to: * Summarize a phone or in-person conversation with the guest. * Report unusual situations or guest-related feedback. * Flag updates or follow-ups others should pick up. #### The Details view Tap **Details** at the top of any conversation to open the full structured context for the guest and their reservation. Everything you need to handle a thread confidently lives here.
The view is split into four tabs. **1. Reservation** A full overview of the stay: * **Guest name** * **Listing name** * **Number of guests**, including whether **children** are included * **Stay dates** (check-in / check-out) * **Check-in status** (checked in or not) * **Guest mood indicator** — emoji shorthand for emotional context * **Calendar view** — current, past, and upcoming reservations for the same property * **Price paid** for the reservation *** **2. Listing** The **Listing** tab shows the property the guest is staying in: * Address * Type of unit * Number of bedrooms and bathrooms * Other property details relevant to the stay
Use it when guests ask questions about the unit, amenities, or location — without leaving the conversation. *** **3. Guests** The **Guests** tab gives a deeper read on who you're talking to: * **Detailed guest mood** * **Detailed risk-score analysis** * **Reviews from Airbnb** that help you anticipate behavior * **Guest profile**, including phone number, email, address, and preferred language
Adapt your tone, anticipate issues, and communicate more effectively with this context on hand. *** **4. Access** The **Access** tab centralizes entry information: * **Smart-lock codes** (e.g. Nuki, Salto) * **Static or backup codes**, when applicable
Hand out access details directly to a guest without switching tools or pinging another team member. *** #### Why this matters Together, the Inbox list, conversation header, and Details view ensure that: * You never reply without context. * Urgent stays surface on top. * Guest mood, risk, and access information are always one tap away. * Teams work faster, smarter, and with fewer mistakes — even on the go. In short: **every conversation is backed by full operational and guest intelligence, right from your phone.** #### What's next * Tuning who gets pinged for new messages? Open [`Settings`](https://docs.guestway.io/guestway-mobile-app/settings). # Settings The **Settings** tab is where you tune Guestway to fit how you work — your notification preferences, which organization you're viewing, the app's appearance and language, security options, and account actions all live here. #### Your profile The top of the Settings page shows your **profile picture**, **name**, and **email address** — the account you're currently signed in to. These are read-only on this screen; if any of them is wrong, contact your supervisor or Guestway support.
#### Notifications A status row at the top of the notifications block tells you whether push notifications are currently allowed: * **Notifications are enabled** (green check) — Notifications work. You'll receive all relevant alerts based on your role. * **Notifications are disabled** (warning icon) — Notifications are blocked at the system level. Tap **Check** on the right to re-trigger the permission prompt. If it doesn't appear, enable notifications for Guestway in your phone's system settings.
**Per-type toggles** If you have access to the **Inbox**, three extra toggles below the status row let you fine-tune which guest messages alert you: * **Guest message in any conversation** — A notification when a guest sends a message in any conversation. Useful for supervisors monitoring overall activity. * **Conversation assigned to you** — A notification when a conversation is assigned to you, for prompt follow-ups. * **Guest message in flagged conversation** — A notification when a guest replies in a flagged conversation, so priority issues don't slip. Toggle each one independently. These rows only appear if your account can read conversations. #### Switching organizations If your account is linked to multiple organizations — for example, different cities or teams — you can switch which one the app shows.
1. Tap the **Organization** row. 2. Pick an organization from the dropdown. 3. Confirm. The schedule, inbox, and dashboard reload to show only that organization's data. If your account belongs to a single organization, the row shows it as read-only. #### Appearance **Theme** Tap **Light** or **Dark** on the segmented control next to **Theme** to switch modes. The change applies immediately across the app. **Language** Tap the **Language** row to change the app's interface language. Twelve options are available: * English * French * Dutch * German * Spanish * Turkish * Albanian * Polish * Russian * Ukrainian * Arabic * Vietnamese The schedule and inbox refresh after a language change so all dates and labels match the new locale. #### Security **Biometric protection** Switch **Biometric protection** on to require Face ID or fingerprint every time you open Guestway. The first toggle prompts your device to authenticate before the change is saved. Useful on shared phones or when handling sensitive guest data.
**Reset to defaults** **Reset to defaults** wipes your local app preferences — theme, language, notification toggles, and biometric setting — and returns the app to a fresh state. The flow: 1. Tap **Reset to defaults**. 2. A dialog asks *"Are you sure you want to delete everything & reset the app back to it's defaults?"*. 3. If biometric protection is on, authenticate with Face ID or fingerprint. 4. Tap **Continue** to confirm. This doesn't delete your Guestway account — only the local settings on this device. #### Legal and support The legal and support block links out to external resources: * **Privacy statement** — How Guestway collects, uses, and protects your data. * **Terms & conditions** — The legal agreement covering your use of Guestway. * **Contact support** — Opens a pre-addressed email to the Guestway support team. Use it for technical issues or urgent help.
If your account has admin permissions, an extra **Admin panel** row appears in the same block — it opens the management interface for your organization. The **Version** row at the bottom shows the current app version and build number, handy to include when reporting issues. #### Logging out Tap **Log out** at the bottom of Settings to sign out of the app. A confirmation dialog asks *"Are you sure you want to logout?"* before the session ends. Sign out before handing the device to a colleague or switching between accounts.
*** #### What's next * Just installed the app? See [Getting started](https://docs.guestway.io/guestway-mobile-app/getting-started) for first-time setup.