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Frequently Asked Questions and Solutions in Hostaway

Victor
  • Updated

Below are the most common issues that customers report and the steps to resolve them.

1. Booking.com Reservation Sync Issues

Question: A reservation from Booking.com is not appearing in my Hostaway calendar. Why is this happening and how can I fix it?

Answer: There are several common reasons for this issue:

  • Pre-approved Bookings: If a booking request was pre-approved but the guest did not complete the reservation within 24 hours, it expires and does not sync.
  • Property Mapping Errors: The property may not be correctly linked between Booking.com and Hostaway.
  • Sync Delays: Sometimes, there are temporary API delays that resolve automatically within a few hours.
  • Past Reservations: If the property was mapped after the reservation was created, past reservations cannot be synced.

Solution: Verify the reservation status in the Booking.com extranet and ensure the property mapping in Hostaway is correct. If a room is hard-closed, you may need to open it in the extranet.

2. Setting Up Automated Responses for FAQs

Question: How can I set up automatic replies for frequently asked questions from guests?

Answer: You can use the AI Replies feature in the Inbox section.

Steps:

  1. Log in to your Hostaway dashboard.
  2. Go to Inbox > AI Replies.
  3. Enable the AI Replies toggle.
  4. Create Rules that define how the AI should respond to common topics (e.g., check-in instructions, amenities).
  5. Add relevant information to the Knowledge Base so the AI has accurate data.

For a manual approach, you can create Message Templates to quickly respond to common questions from the unified inbox.

3. Smart Lock Connection Problems

Question: My smart lock frequently disconnects. What can I do?

Answer: Intermittent disconnections are often due to temporary timeouts or connection issues.

Immediate Solution:

  1. Go to Smart Locks in your Hostaway account.
  2. Find the device and select "Add device brand" to reconnect it.
  3. Go to Smart Locks > Listing Mapping and click Save & Sync.

To Prevent Future Disconnections:

  • Check Wi-Fi Connection: Ensure the lock is within range of a reliable Wi-Fi signal.
  • Monitor Batteries: Replace batteries regularly, even if they show high levels.
  • Update Firmware: Keep the lock's firmware and its app updated.

4. User Access and Permission Issues

Question: An employee cannot see tasks or reservation information.

Answer: This is usually a user permission problem. If a user logs in and sees a blank screen, it is likely that no listings are assigned to their account.

Solution:

  • Listing Assignment: The account administrator must ensure the user has at least one listing selected in their profile.
  • User Groups: Verify that the employee is in the correct user group with the appropriate permissions to view tasks.
  • Manual Tasks: Tasks created as "Manual Tasks" will not appear in the calendar view, even with scheduled dates.

5. Financial Reporting Errors

Question: The financial reports show discrepancies or incorrect calculations.

Answer: Errors in financial reports can be due to incorrect formulas, data sync issues, or improper tax setup.

Solution:

  1. Review Formulas: Go to Financial Reporting > Financial Settings and verify that the variables and deductions (commissions, taxes) are correct.
  2. Verify Data Sync: Compare Hostaway data with payment breakdowns from OTAs (Airbnb, Vrbo) to identify discrepancies. For Vrbo, be aware that they provide limited financial data via API, which can cause mismatches.
  3. Audit Tax Setup: In Financial Reporting > Settings > Taxes, ensure that taxes are mapped and configured correctly for each channel.

6. How to Share Guest Guides

Question: How can I create and share a guide for my guests?

Answer: Hostaway does not have a feature to create guides from scratch, but you can share existing ones in two ways:

  • Option 1: Attach a PDF to the Guest Portal (Recommended)
    1. Create your guide as a PDF file (under 10MB).
    2. In Hostaway, go to Listings > Edit > Guest Portal.
    3. Upload the PDF in the Attachments section.
  • Option 2: Use a Custom Field with an External Link
    1. Create a custom field in Settings > Custom Fields.
    2. Paste the link to your external guide in the custom field of the corresponding listing.
    3. Insert this custom field into your automated messages.

7. Account Access Issues (Password/2FA)

Question: I can't reset my password or I'm having trouble with two-factor authentication (2FA).

Answer:

  • Password Reset: If you get stuck on the new password creation screen, make sure you are using the same browser throughout the process and disable any automatic translators (like Google Translate) that might alter the temporary password.
  • 2FA Issues: If the verification email isn't working, ensure you open it on the same device and browser you used to log in. If the problem persists, clear your browser's cache and cookies.

8. WhatsApp Message Sending Failure

Question: My WhatsApp template messages are not being sent, and I receive a "healthy ecosystem" error.

Answer: This error is often related to Meta's (WhatsApp) policies to prevent spam. This is a technical issue that should be escalated to the technical support team for a more in-depth investigation, as it may be related to the quality of the templates or the sending frequency.

9. Listings Blocked or Not Bookable on Booking.com

Question: My listing appears as blocked or not bookable on Booking.com.

Answer: The most common causes include:

  • No active rate plans or room types configured in the Booking.com extranet.
  • No rooms available to sell (the calendar shows "0").
  • Incorrect property mapping between Hostaway and Booking.com.
  • Currency mismatch between the two platforms.

Solution: Log in to the Booking.com extranet and verify that the rate plans, availability, and property settings are correct.

10. Issues with the QuickBooks Tool Hub

Question: What problems can I solve with the QuickBooks Tool Hub?

Answer: The QuickBooks Tool Hub is a tool that helps resolve a variety of issues, including:

  • Company file corruption.
  • Network errors and multi-user setup issues.
  • Installation problems and program crashes.
  • Password resets.

To use it, simply download the application, navigate to the tab that corresponds to your problem, and run the recommended tool.

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