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.
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:
Operator: daily hands-on work
Super Operator: Operator plus broadcast messaging
Supervisor: full operational control across properties
Admin: Supervisor plus team and organization management
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.
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
This is the standard role for most team members.
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
Use this role for team members who run outbound guest communication and campaigns.
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.
Ideal for ops leads who run the day-to-day across many properties without needing to manage the team.
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
Give this role to people who manage both the platform and the team.
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
This role should be limited to one or two trusted people.
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
Perfect for oversight, onboarding, or temporary access.
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
This role is intentionally limited and mobile-first.
Invite a team member
Click Invite.
Enter the person's email address.
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:
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.
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