Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our Guesty account was set to renew on February 28th, 2025. I canceled our account prior to the 28th but was still charged for another year-long subscription in the amount of $972. Guesty has acknowledged that I canceled prior to the renewal date but refuses to refund the charge. They claim that their team is still looking into it but I never get updates until I follow up with them and they just keep telling me that they are "working on it". There is no phone number listed for me to contact them so I can only talk with them via email. We are not using the software and it shows that our account is deactivated.

  Business Response

  Date: 04/03/2025

  We sincerely apologize for the delay in resolving this refund matter and understand the customer's frustration.
  
  Regarding this specific cancellation and refund request, I'd like to clarify our process:
  
  When a refund request is submitted, our company follows a structured internal review process that requires multiple levels of approval to ensure the accuracy and proper handling of all financial transactions. This process, while thorough, can sometimes take longer than we would prefer.
  
  In this particular case, while the customer did indeed cancel prior to the February 28th, 2025 renewal date, the automatic billing system had already processed the charge. We acknowledge this timing issue and confirm that the customer's account shows as deactivated in our system.
  
  The communication delay was not intentionalour team was actively working through the necessary internal review steps. We recognize that the communication updates could have been handled differently. We are also reviewing our communication protocols to enhance our customer experience and ensure we can address requests more promptly. 
  
  We have now completed our internal review, and a full refund of $972 for the unused subscription period was refunded back to the customer's CC. The refund should appear on the customer's original payment method within 5-7 business days.
  
  We value this customer's business and apologize for any inconvenience this situation has caused.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently migrated from Guesty for Hosts to Guesty Lite; we are growing our portfolio and recently referred others to Guesty. We have had nothing but issues since migrating. Our biggest issue at the moment, is that **** reservations are taking ~45min to ~1HR to sync to Guesty, and automated messages are being sent to the guests EMAIL instead of through the platform. After a week of going back and forth with Guesty-- who in one chain is still asking for additional information-- I was informed by a chat *** that this feature is NOT available in Guesty lite and that all messages are being sent to the guests email instead of through the platform. During our first reservation post-migration, it was an absolute nightmare- the system is sending automation, the guest is ***lying via email and I am not notified in **** OR GUESTY. Additionally, pieces of the automation (guest check in code) was not there- I had to manually reach out to the guest to send it in the **** platform. Guesty has confirmed by integration settings are correct, but leaves it at this is just not a feature they have right now for Lite --- which is unacceptable. I would have never migrated from Guesty for Hosts if I knew this was going to be an issue. This is NOT advertised on your website.

  Business Response

  Date: 03/09/2025

  Please see below

   

  The user moved from one platform to another where we provide different types of features and integrations. 
  While we made a lot of improvements with our Vrbo integration provided on Guesty Lite VS the integration he was using on Guesty For Hosts, this user is specifically looking to utilize a missing functionality relevant to the messaging API. It's important to note that the over stability of the integration on Guesty Lite surpasses the one on Guesty For Hosts he previously used. 
  We are discussing this feature in Guesty Lite, and it is publicly available for our users to read and understand

  We never committed to supplying specific requirements, but as a company we will always listen to our users and this request, like all other requests, is evaluated by our Product team. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22990870
  
  I am rejecting this response.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is not a good service. I signed up for Guesty way back 2023 just for free trial and my business stopped. I was still being charge without any activities on my account for the last 9 months. I requested a refund for a service that I didn't use but they won't honor a refund which is not fair. They can't keep my money without using their service.

  Business Response

  Date: 02/05/2025

  Hello,

  This account went inactive since they completed onboarding. They only have the test listings created.

  After 14 months of MMF charges (USD 350 per month), the customer contacted us and requested a full or partial refund. We have rejected this request in the ticket, as all past charges are valid per our T&C and their contractual agreement.
  
  
  We offered the customer incentives to return to ********************, including a plan review, discounts, 3 months free, and additional onboarding support. 
  We did not hear back from him.

   

• Initial Complaint

  Date:11/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Guesty failed to disclose a mandatory 12-month contractual commitment or the existence of an Early Termination Fee (ETF) when I signed up for their services in July 2024. This lack of transparency is deeply concerning and has caused significant financial harm. I was charged $900 for services I did not use, with $200 deducted in July and August and $500 in September, despite my account being inactive. These charges were made without proper justification or communication. When I canceled my account in October 2024, I was shocked to receive a demand for a $3,500 ETF, calculated as $200 per month for the remaining 10 months of the undisclosed contract ******* no point during the onboarding process or afterward was I informed of a binding 12-month contract or the **** These critical terms were concealed, violating basic consumer protection standards under U.S. law, which require companies to provide clear and upfront disclosure of fees and commitments. Guestys deceptive practices misled me into signing an agreement without fully understanding the financial obligations involved. Their actions reflect a serious breach of trust and ethical standards in business conduct.The $900 I was charged while my account was inactive is particularly egregious. Even after acknowledging my accounts inactive status, Guesty continued to deduct monthly fees, essentially charging me for services that were never rendered. This further demonstrates their disregard for fair and transparent practices.I am seeking the following resolutions:A full refund of the $900 charged for inactive services.The immediate cancellation of the $3,500 ETF demand was due to the lack of disclosure regarding contract terms.A formal commitment from Guesty to improve their onboarding process by clearly communicating all contractual obligations and fees to customers before signing.

  Business Response

  Date: 12/02/2024

  Please allow Guesty to investigate and will provide an immediate response.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22590577
  I am not able to see business response. Where can I read business response?
  I am rejecting this response because:
  
  Sincerely,
  
  **** *.

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a horrible experience with Guesty. I only used them for a few weeks but during that time their system removed manual blocks and allowed Airbnb to book nights that were manually blocked. Their customer / tech support is horrible- relying on back and forth emails. They werent able to resolve the issue or even replicate it, but assured me it wouldnt happen again, and then it happened again. They refuse to give me a refund (prorated is what I requested) and have yet to provide me with any resolution besides an email over a week ago saying my complaint has been escalated. I had to spend several hours with Airbnb trying to get the reservation cancelled without it impacting my rating.

  Business Response

  Date: 06/06/2024

  The user manually added a reservation, which was initially there, but suddenly disappeared. This disappearance allowed an Airbnb reservation to come in. However, the logs don't show any indication that the dates were opened or set as available. The user believes the reservation vanished at some point and wants to understand how the reservation came in. We escalated the case to the Dev team who were unable to trace the reservation in question and the issue could not be replicated. The user already removed the listings from Guesty so we were unable to offer additional investigation paths. 

  Also, the total amount to be refunded is $69 which is a full year (108 USD) minus 1 month of use. The user expectation is for a full refund of 108 USD, but given the fact that she still used other parts of the system, we felt 69 USD is a fair compromise and within our policy. 

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This software will decline bookings without your permission causing you to lose money. Im fed up with it. Also, trying to cancel is a pain. Once you deactivate your account, they make you go through hula hoops to desync your Airbnb account. You can no longer manage your Airbnb calendar. You cant desync it yourself. You get zero support. When you call, once they hear your issue they hang up on you. I wish I never started this product

  Business Response

  Date: 05/13/2024

  Our retrospective review of his report and ticket indicates: 
  We could not find any indication of guests being declined when they tried to book- and he also mentioned that Airbnb confirmed this is a third-party issue. 
  However, we are unable to investigate further as the property is disconnected from our end and the customer did not open a ticket on this matter in the past. 
  The customer also stated that they had trouble canceling the account, but our agents replied with a step-by-******************* on how to cancel in their first and only message to us in the ticket summary attached. 
  Moreover, he states that he called and we hung up on him, but Guesty Lite does not offer phone support, and we do not have a phone number anywhere. I wonder who he talked to and if he called the wrong number he found online. 
  The user posted a review on TrustPilot and we provided the following answer: "Thank you for reaching out with your concerns. After investigating the issues you've raised, it appears that the challenges you encountered may stem from third-party issues beyond our control. Unfortunately, since your property is disconnected from our end, we're unable to delve deeper into the matter.b Regarding the cancellation process, our agents provided a step-by-******************* in their initial message. We regret any confusion you may have experienced. In regards to the alleged phone call, please note that Guesty Lite does not offer phone support, and we do not have a published phone number. It's possible you contacted a wrong number found online. We apologize for any confusion or inconvenience this may have caused. If you wish to give our software another try, we'd be more than happy to assist you in setting up your Airbnb account via a ****** Meet session, which is our only option for providing support remotely. Thank you for bringing these issues to our attention, and we hope to have the opportunity to address them and assist you further."

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a free trial to Guesty in early April and started using it for my real estate business. Just a few days later, I found out that certain features I needed were not available during the free trial and that I would have to subscribe. I was experiencing problems with Guesty's integration with Pricelabs, which is another software I use for my business. I had a call with a sales person who reached out offering a live call. I told him about my issues with the pricelabs integration, and he assured me that that isn't normal and that Guesty would be able to fix that. I subscribed on April 10, 2024, paying $324 for an annual membership because I was told that everything would work as I needed it to. Over the next few weeks, I emailed back and forth with the support team to try to resolve the pricelabs integration problem, and Guesty let me know that they didn't know how to solve my problem and that they would forward it to their development team. They could not give me an estimation of when the problem would be resolved. The problem caused errors in the pricing of my rental unit and was damaging my business. I waited 3 weeks and emailed back and forth with Guesty over 20 times trying to get more information, a refund, or any sort of help. The support email is the only way I know of to contact Guesty, and at times it even feels like I'm talking to a bot because the replies don't acknowledge the subject matter of my emails. They refuse to refund any of my money but they are providing me with a broken product. If I continue to use their product, it will hurt my business further. They told me to disconnect my account and cancel my subscription, so I have done both those things. Yet they still won't refund any money. Guesty is offering a broken product and tricking consumers into subscribing to something that is harmful to their business. They are not holding up their end of the deal. I can provide the receipt and email chain if needed. Thank you!

  Business Response

  Date: 05/20/2024

  The issue the user experienced which led them to churn and file this report, was caused by a 3rd party application that was connected to Airbnb at the time of the pricing sync between Airbnb to Guesty. 
  Guesty doesn't have a way to know if a user has another application connected, so we reached out to Airbnb and they confirmed that this was the case. They wrote to us with the Airbnb had then emailed her on regards to her complaint.

  Since then, we have been trying to explain in different ways that it is out of our control and she is insisting on a refund for the software use.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21649415
  
  I am rejecting this response because:

  The reason given by Guesty for the pricing sync issue doesn't appear to be true. They mentioned a 3rd party, but the only softwares I was using are Guesty, Airbnb, and Pricelabs. If the 3rd party they are referring to is Pricelabs, then that proves that what Guesty promised at the beginning of my trial and on their website (that pricelabs will work with their software) was also a lie. 

  Moreover, I am now using Hospitable, which is a competitor to Guesty, and having no issues with the pricing sync between Hospitable, Airbnb, and Pricelabs. This is another piece of evidence confirming that the problem must lie within the Guesty software. I changed nothing else about my setup or integration, so Guesty was indeed the problem. 

  I'm very saddened by this company's lack of care for their customers. It does not seem like ******************** is doing very well if they need to hold onto my $324 that badly. I was previously open to resubscribing once they resolved the pricing issue, but now that they've caused irreparable harm to my business, I will be sure to never use them or recommend them to my network.

  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/24/2024

  We apologize for any inconvenience this may have caused. However, it is out of our control to assist with a refund from a third party software.

• Initial Complaint

  Date:02/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Guesty's service for manager a rental property. I requested a cancellation in early January, before my renewal date of Jan 21st. Their software had a "glitch" and never cancelled. I noticed that in early February when guests were still receiving notifications. I emailed them February 4th to cancel again and they confirmed they had a software glitch and they had cancelled my subscription completely. However on Feb 8th they charged a guest a reservation fee. Because I had already transitioned to a new management software this was a duplicate (erroneous) charge. However, refunding the guest requires loss of the transaction fees (via Stripe). When I emailed them to complain they took no responsibility stating that the transaction fees need to be dealt with Stripe and claiming they cannot issue a refund. However, it was their software error and refusal to cancel that warranted the payment and the loss of transaction fees.

  Business Response

  Date: 02/28/2024

  Dear team, 

  I will run a quick investigation internally and update you asap

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21319654
  
  I am rejecting this response because:

   

  The case cannot close out until I have a final resolution. I am still awaiting for a refund on my subscription fees of over $500
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/10/2024

  The user canceled their account with us but unfortunately did not disconnect their stripe account. As it is described in our terms and conditions cancelation requests are not executed immediately but rather scheduled to the end of the paid period. By not disconnecting the Stripe account, one of their guests was auto-charged by the connected stripe account, as it was designed to do, and the customer team charged the guest separately as well, which generated a double charge in this case. Eventually, and following a request from the customer to our team, and investigation into the matter lead our support team to issues the following response to the user: "Please note that the charges completed from your Stripe account should be completed directly from your Stripe account. I confirm that Guesty for Hosts has not charged your subscription account since December following your cancelation request. 
   
  When you make a cancelation request, the system schedules your cancelation on your next payment date but it does not disconnect your connected accounts (like Stripe) automatically. So your auto charge/deposit settings were not turned off. 
   
  If the guests were charged extra they can be refunded directly from your Stripe account, since the payments were not made for Guesty for Hosts subscription we are not able to complete a refund from your payments to us. 
   
  Please let us know if you have any issues in Stripe completing the refund." 
  
  This was documented on our support systems as well if the customer should have any further questions arise from their communication with Stripe. 
  
  Following your case complaint we have reevaluated the cause and lines of communications and found no fault in them. We don't compensate for 3rd party mistakes or misuse of the system. In this case further investigation and compensation, if any, should be taken with the credit card processing company of the customer, in this case Stripe, as a double booking charges could be reversed through their system and only with the approval of the account owner. We have no ability or right to take these action on behalf of customer, or a past client in this case due to regulations. 

  We will gladly assist the customer with any required documentation, confirmations or data that might be required from Stripe support to complete the action. 

  Thank you. 

   

  
  

  Customer Answer

  Date: 03/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September, we notified Guesty that our calendar was showing as being available to book for an indefinite period (as far out as AirBNB would allow). We engaged in some troubleshooting efforts over the next couple days. It didn't fix the issue.On September 7th, Guesty confirmed the issue on their end and communicated it had been escalated to their development team.We asked for updates. All we received were 7 meaningless emails from customer service saying they were waiting on a response from the development team and/or "raised the priority" of our issue.Those meaningless emails were received on September 8th, September 12th, September 14th, September 22nd, September 25th, October 3rd and October 22nd.I requested a credit for the months that the issue persisted. That request was denied as a "matter of policy".We didn't respond to Guesty's seventh(!!) sham of an email saying they were still reviewing. And on October 25th they had the nerve to tell us that we needed to respond to you to keep the service ticket open. Hilarious level of unprofessionalism and incompetence.The issue was never resolved. We have canceled our subscription but cannot leave until end of this month when it expires.I tried to resolve this with them privately. All we received were empty promises that it was being reviewed. We are seeking $264 in reimbursement. Our subscription cost $792/year. We didn't receive the product we paid for for a period of 4 months. $792 / 12 months * 4 months = $264.

  Business Response

  Date: 12/13/2023

  Hi after further investigation, Guesty will provide a refund for the amount of $264. 

  Thank you and we apologize for any inconvenience. 

  Customer Answer

  Date: 12/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have also confirmed that the refund has been issued.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Guesty for Hosts damage protection program for 3 of my short-term rental properties in Q4 2022. The purpose of damage protection is to allow me to submit claims for guest damages to my short-term rentals. Beginning February 2023, Guesty stopped billing me for the damage protection insurance and their online system did not allow me to submit claims for two large guest damages that occurred on my properties. The online representatives kept saying that all was working properly when the system did not allow me to submit Guesty insurance claims and Guesty wasnt billing for insurance on a monthly basis - which is support for the fact that the insurance wasnt actually being added to my reservations. Then Guesty decided to back bill me for months of insurance when I kept inquiring and pointed out this error to customer service. However, the insurance submission window had expired at this point when Guesty realized the error on their end. I was able to escalate the issue to an account representative who mentioned that they would help me process the claims that I was unable to submit due to their system having glitches. However, upon providing all the photos and description of guest damages, the representative mentioned that he was unable to get Guesty to provide reimbursement for the claims he promised to assist with. Essentially, Guesty billed me thousands of dollars for insurance coverage and did not provide the ability for me to submit claims for guest damages due to their system issues. What Guesty has done is not correct and is disingenuous as I was paying for short term rental insurance and Guestys system did not allow me to submit claims for the insurance we were charged. I have plenty of supporting documentation with my countless customer support submissions online. This is extremely wrong for a company to take advantage of customers this way.

  Business Response

  Date: 10/31/2023

  0 Feb 2023 - ZD Ticket ID - ******* The User reached out about not being able to submit a claim, The CS agent asked for more details - but no response from the user, and the ticket was closed
  
  
  19 Feb 2023 - ZD Ticket ID - ******* The User reached out about not being able to submit a claim, The CS agent impersonated the user and provided a screen video that showed that there was no technical issue with submitting claims - no response from the user, and the ticket was closed
  
  
  27 Feb 2023 - ZD Ticket ID - ******* The User reached out again regarding the same topic and filed a claim about a reservation done on Jan 30th, 2023
  @****************************;responded that the claim was approved and the user didn't provide his bank account information.
  The user reopened this ticket on May 08 asking why they weren't charged for ** services - the ticket was escalated to the ** team, who confirmed that the user wasn't charged.
  There were a few attempts to bill the user with the missing amount of 4000$, but the user kept refusing to pay - even when ****** spoke to them and offered them a 30% discount - they charged back any billing attempt made by Guesty.
  At some point, the user even opened a new account with GFH and continued using our services but it was caught by the billing team. On Sep 18th we deactivated the account.