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:09/13/2023

  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.

  Owner portal doesn't work on mobile. Most of the owners dissatisfied Revenue reporting to owners cannot be done by calendar dates, only check out or check in - Owners have the feature before, dissatisfied,Revenue management doesn't work, when I created the rates on guesty, All my rates on bcom and expedia got all messed up. we had to disable the rates, go back to the channel and reconstruct all the rates.Promotion management doesn't work. You cannot see what listings are enabled or not. Some get errors and no explanation is shown. lost revenue on listings that do not reflect the discounts Price optimizer was supposed to replace *********, however it doesn't work with rate plans and multi unit listings and we had to disable after investing a lot of time configuring it. additional cost to pay *********.Cannot update Expedia No show in the system.There is no property area field on guesty.Remote lock codes are not updated when a reservation is moved or check in/check out dates are changed. There are no task templates you can create based on the listing tag, you need to create and maintain tasks in an individual listing level. Automations do not trigger on owner reservations. Credit card fees are not captured as an expense with correct value.. need to estimate and cannot be deducted from owners revenue on business model.Booking Engine has very limited features: Cannot search by neighborhood, by bedroom count or tag. The booking engine does not support Secure 3DS on credit card charging neither on Stripe or Guesty pay. Unacceptable liability exposure and cannot do liability shift on transactions.Cannot identify the booking engine where the reservation was booked in the Source field. , confusion with owners that see one revenue Offline fees payable at check in are not supported to be shown at checkout. confusion, conflicts with guests, additional customer service call costs. Despite all of that the business wants to charge a cancelation fee.

  Business Response

  Date: 09/27/2023

  We have responded to the client with answers to his concerns offered a partial refund and waiting for his response. 

• Initial Complaint

  Date:07/19/2023

  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 started a guesty account two weeks ago. From the time I tried to connect my air Bnb listings my listings went into limbo (meaning they were not accessible to me) then I was locked out of the account all together anytime I try to reset my password I never received the link I didnt receive it in my spam I sent more than ********************************************************* as my Airbnb listings fell apart because I cant do anything on either app this is destroying my business and I cannot get anyone to give me the time a day or response or attention to what I need. I want my listings released and/or access to my guesty account!

  Business Response

  Date: 07/20/2023

  Hi team and thank you for passing along this complaint, we have researched our records and found we have a similar compliant submitted on July 12th from this clients. We have been in constant touch with the client since almost on a daily basis helping to support her requests all documented on our ticketing system. The user reached out to us stating "I can access my imported listings I cant do anything on the website and now because Im there connected to Guesty I cant do anything on the Airbnb website either" 
  
  The team thought she was trying to import the listings to the platform and in the next few correspondences were focusing on that, also with the help of our development team to fix the underline issue and lead to an active connection. 
  Following that she could not access her account and we also took action to help with that. 
  Overall we see that there was some misunderstanding and communication in which it was not fully clear if she wanted to disconnect from Guesty or not. 

  It is important to note that this client opt in to our self-service application meaning there is not human support involved and on trail period, nevertheless and prior to your complaint our support team has been working with her to support her issue. 

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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 sent the below email on 12/5/2022 from ***********************
  
  I signed up to use the 7-day free trial and I connected my Air bnb calendars with your site. After the seven day trial expired, I logged in and the page says that my account has been suspended and to pay. I will not be using******* but the problem is that my Air bnb calendar for my listings are still connected with your platform. I need to have my calendars disconnected from your platform because right now I am unable to manage my calendars in Air Bnb.
  
  Disconnect my calendars from your platform if you are suspending my account because you cannot suspend my account while keeping my listings connected to your platform at the same time; I feel this is being done to make me pay for your subscription which I will not do. I find this to be highly unethical and I will not subscribe for your services.
  
  I attached screenshots that include my linked air bnb listings for reference.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/10) */
  We could not find in our DB any client or communications from this email address. we could not find any interaction with this user - we could not trace any emails nor meetings related to this email address and could not find any tickets from this email.
  
  This is, however, our most common complaint that we receive through the Hosts Contact Form.
  
  Because we don't automatically "release" the Airbnb connection for users who don't convert, they need to do it themselves on the Airbnb platform. Many do not realize that this is what is required, and they think we're holding their account hostage.
  
  Our normal reply in these cases:
  
  Hi ((first_name)),
  
  You can remove ****** for Hosts from your Airbnb account directly on Airbnb:
  
  To disconnect access to your Airbnb account:
  Go to your Account Settings.
  Select Privacy & Sharing.
  Under the Services tab, click or tap Remove Access for your former software provider.
  
  
  Consumer Response /* (2000, 7, 2022/12/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service 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 am paying this company for a channel managing service and it hasn't been updating the pricing for two months now. I've emailed them several times letting them know I need this issue fixed. I'm having to keep my calendar blocked and cannot accept reservations. Every time I contact them, they just keep saying they are working on it.

  Business Response

  Date: 12/04/2022

  The issue was already resolved and the company informed the customer on November 25th, 2022. Following that, the user confirmed on the same day that the feature is working for the customer.

• Initial Complaint

  Date:08/07/2022

  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.

  Guesty, Inc falsely representative their services and the features included in those services. I opened a formal ticket to address these tickets and, after 2 ½ months of canned automated responses of "someone will be in touch", nothing was resolved. They received ~$1500 in renumeration for services that were never provided. I've filed a request for reimbursement and have continue to receive the same, empty "someone will be in touch" communiques. In my last email, I laid out my expectations for resolving the complaint and a deadline to have it resolved. No one contacted me and the complaint remains unresolved. I opened a dispute with my bank for the charges on my card a week ago and they have not responded to my bank either.
  
  Complaints:
  - Falsely represent the services offered
  - Inadequate customer service responses
  - Charge clients for services not rendered
  - Failure/Refusal to return payments for services not rendered
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/13) */
  The Guesty team reached ******** to assist her with the issues raised within the complaint. ******** was very appreciative of Guesty's efforts to resolve her complaints and mentioned that she decided to remove the complaint.