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: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.

• 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.