Guesty Erfahrungen

We're very happy with Guesty. This PMS is very reliable for all tasks related to our holiday home rental. The connection to the different channels works smoothly. The personal support by our accountmanager [SENSITIVE CONTENT HIDDEN] is excellent.

Many thanks for everything and warm greetings
Daniel da Silva
[SENSITIVE CONTENT HIDDEN]

Some channels don't work 100%, but we will figure it out.

Guesty allows you to run nearly your entire business on its software without needing to integrate with a suite of 3rd party tools. And when you do need a 3rd party tool, they make the integration very simple. The UI is easy to navigate thanks to a thorough onboarding process and customer support is extremely fast. Also love being able to have as many users as we wish. Every cleaner, maintenance person, assistant, etc has access to the software with their own personalized permission sets. Highly recommend to help you scale!

I imagine this is more of a fault with VRBO but you have to process payments yourself vs simply getting a payout like you do with Airbnb. This is an administrative headache that we didn't have before integrating with Guesty.

Guesty has a great intuitive platform. It has all of the features that you'd expect, and they all work fairly well. The feature sets are fine, though they may be found on other platforms, but what you pay for is the integrations. Guesty integrates with nearly all software that you'd expect or want it to. Their chat feature is the most mature, and the best part of the software, but automated messaging leaves much to be desired. It is not possible to set up automated message without customer support (in most cases). Team management and listing management both work as expected, and are a pleasure to work with. The software is definitely among the most developed in the industry.

Overall Guesty attempts to be good at all things, and master of none. There are numerous softwares that do individual things far better, like automation, messaging, cleaning team management. Overall the worst part of the experience of Guesty was the support system. While all softwares use live help nowadays, you have to submit manual tickets to guesty. There is no phone line to call, and you can't ever chat with a representative. While the website claims that they do full set-up, it's wrong. I sent over 40 back and forth messages with support as they tried to have me do my own setup. After requesting help with a particular issue, they did not have a representative do the work for me. On top of that, months into use, the software still doesn't work as expected. I'd say that delivery is definitely far below what is expected from such a large company.

Misfit Homes in Nashville has used Guesty for quite some time now. Guesty has been an excellent PMS for our short term rental business. Its centralized platform, automation capabilities, channel management, Guest communication team, unified inbox, and data analytics have made it easy for us at Misfit Homes to manage multiple properties and increase revenue. Additionally, the support team at Guesty, especially [sensitive content hidden] , has been extremely helpful with any questions or concerns we have had while working with their property management system. Their knowledgeable and responsive support team has been an asset in navigating any issues that arise. We appreciate their dedication to excellent customer service and their willingness to go above and beyond to help us succeed in our short-term rental business. Highly recommended!

One of the cons of using Guesty as a short-term rental management system is that it can get pricey compared to other PMS options. However, if you are operating in a high demand short-term rental market, the expense is well worth the expense.

I liked the automation services until they stop working.

You cannot get ahold of anyone when you are having a major issue. They also captured my customers credit card numbers and double charged them when the automation was not set to that. Which obviously is causing huge complaints and bad reviews for my business as the customers are thinking I am double charging them for no reason. Very embarrassing and also detrimental to my integrity.

We chose Guesty as our PMS for our 5-room mini inn in mid-2019 and have been using it ever since. It's been so helpful in getting our systems organized. The unified inbox keeps all of our communication in one place from our various booking channels. It's also very easy for our 4-person team to use when handling guest communication, scheduling cleanings, and setting pricing rules. The technical support answers most questions very quickly and if you need to get in touch with an account manager by phone they are willing to help. [SENSITIVE CONTENT HIDDEN] is our account manager and is extremely helpful and easy to talk to.

I think that the accounting and revenue management portion of Guesty could use additional features. [SENSITIVE CONTENT HIDDEN], our account manager told us that this is a new feature rolling out right now which we are very excited to see. It is an extra fee, but if it's good it could really help out the accounting/bookkeeping side of things for which we now use Quickbooks for.

Guesty combines the features for operational management features with channel management which makes it a matchless solution for our daily operations since it is hard to manage staff, guests, payments from different softwares. Combining all these at one place, Guesty provides end-to-end solution for all our hotel operations.

They do not provide live support, instead you need to creat tickets in their support system and wait for their response. This is not suitable for a software which is at the core of operations, actually there are a lot of cases that needs urgent support while the operations are ongoing in our hotels.

Unified Inbox, Good Guest Communication Feature, Ability to have Multi-language Automated Messages, Direct Integration with major Channels, Good API, very happy to have a bi-weekly meeting with our Account Manager ([SENSITIVE CONTENT]) who is always responsive and helpful when we have questions or need help.

Very expensive, unfortunately, it is Guesty's biggest downside.

Seems to be the most powerful calendar management software I could find. Best feature is their GCS service. Also synchronization to Rentals United as well as the ability to publish listings directly from software into channels like booking.com etc.

User interface isn't great. Also only way to contact customer service is via email. (They are pretty good with responding)

- We use Guesty every single day and would not be able to run our business efficiently without it. - We had a lot of issues using Guesty initially but things improved significantly after we were assigned to a dedicated account manager, Sarah. She is helpful, responsive, and helps push things along. She organizes a quarterly business review where she presents a lot of helpful info specific to our business. - We use the inbox management function the most. Having multiple team members respond at the same time and seeing who typed what has improved our accountability and team efficiency. - The ability to publish listings to multiple platforms at once is a huge time saver. - Customer service team has improved tremendously. This used to be a big pain point (i.e. not receiving timely responses with responses that did not make sense) but the support team has gotten a big revamp and we have no more complaints.

- Quite a lot of bugs. You have to refresh constantly. Sometimes the wrong listing will show on the reservation and once you refresh, it shows up correctly. Sometimes the system pushes listing updates immediately, sometimes not. - Onboarding was terrible. Our onboarding specialist only wanted to follow a fixed script and when we had additional questions, she would have to submit a ticket. However, that was 1.5 years ago so hopefully, that has improved now. - Guesty has quite frequent new releases. However many of their new releases come with undisclosed caveats. We were excited by their announcements but then realized it doesn't work as it should. - Guesty is very expensive and much more expensive than their competitors.

The unified message inbox and app capabilities to manage our listings on the go.

Looking forward to more visual training materials & courses.

The chat with customers feature worked well.

- False promises by the sales reps
- Glitchy software
- If you try to import your Airbnb listings, it will erase all of your 'linked listings' rules - which are there to prevent double bookings, AND NOT TELL YOU - so you will be immediately exposed to double booking if you are using this feature. Even https://tokeet.com/ was wise enough to put a note in there.
- If you try to set it up yourself instead of waiting for a rep to do it for you, the software will immediately start charging your card without letting you know.
- They promised to help simplify my business, but in the end the glitchy software and terrible documentation vastly complicated it.
- They promised to scale my ads to many different channels, but did not, in the sales call, mention any of the additional hurdles which would be present in each channel.
- It was faster, cheaper and simpler to add the listings to other channels manually then to try to use this software
- The sales rep offered a full refund when he found out I was dissatisfied, but then failed to deliver and stopped responding to communications, while still charging my card, weeks after he agreed to issue a refund.
- The customer service department is by email only and very slow to respond, so I spent several nights with my system that I worked really hard to create in shambles, cancelling all my plans, trying to fix the errors this system created by hooking it in.

In a nutshell, DO NOT use this software. Even if it was free.

Automation
Auto payments
Calculation of commissions
Owner portal
Help center
Customer service

Very bad translation of the software + date formats only in US format
UI/UX very bad - Design not great
Many bugs
Not always user friendly
Mobile app not enough
Website not responsive

It has an easy format to use, when things work.

The customer service part for me is the hands down the WORST part of this system.
their "help" are tickets that are answered by random employees. Lets say you put a ticket request for something you may well have over 4 employees answering the "ticket" . Its hands down the worse.

There is NO PHONE NUMBER, there is zero service over the phone. IF you are having a huge issue like I did with a merge with airbnb and double bookings. Get ready to have to open a million tickets and have to resolve the problem YOURSELF.

For the price you pay on guesty, an over the phone customer support is a bare minimum they should offer.

Not to mention, they just now added accounting (basic for a PMS system) and you have to pay a "initiation fee" for "training" that's about $1k, then add another $10 per month per property to use the accounting system of theres. Again, having accounting in a PMS system is a very basic thing to offer.

I wonder is every time they "add something" will we have to pay another $10 a month per home ? As well as another huge "training fee" ?

Another HUGE CON is their "website" feature, just doesn't work, literally every other day that I go on my site its down, or there is warning message before the site opens.

I was told I could use guesty to connect with my own site and having the "booking widget" type of deal work on it.. False statement .

Guesty's structure is really decent and they are always looking for ways to make their product better. They have integrations with a lot of platforms and really make your life easier.

I've had many calls to talk about my daily practices and challenges and if needed they would help me setting up the settings. Along the go they released some great features to make our processes less time consuming and more efficient.

From time to time Guesty have had some bugs but they always kept me updated and tried to work on a solution as soon as possible. I think this is part of the process in a market that constantly changes.

Calender is good other that that not much else.

No customer service on support better products on there for less money.

The calendar. I did love the Guesty calendar but unfortunately that is the only good thing that this company has to offer.

The app is absolute garbage. There is 0 functionality and it is not user friendly. Everything has to be done on a desktop. Good luck updating your listings. The customer service never had an actual answer when you message in. You can not have automated messages come from you, they come from the account owner for the property you manage. The software is super overpriced and glitchy. Whenever we had an issue, they always circled back to us doing something wrong even though it turned out to be a glitch in the system on their end every single time. Not only is Guesty grossly overpriced but their glitches caused us to lose many reservations and have a lot of issues with guests. They also have a hefty cancelation fee if you get to the point that you just can’t stand the horrible service anymore. Buyer beware!!!

Using Guesty on everyday basis, assures me every day that this is the platform which is developing and adding new, helpful and useful details to the website each and every day. This website has the best team, which is available to help us for almost 24 hours a day. The platform is useful as well as for communicating with the guests, also for organizing our everyday work, dividing particular jobs in between colleagues and many more. Guesty has planty different functions, which we discover everyday since we began working with its great team!

A few months ago there were some episodes, where Guesty would stop working for a few minutes, but this happened very rarely and only because the website was going through the newest updates. But after having discussed this issue with our manager and with the customer support, Guesty team has been notifying us about any upcoming technical delays (which has certainly made it all way easier) and also we practically haven't had those moments since then, even though the website has went through sooo many updates.

Very little. They were very quick to sell me and sign me up, but then it took weeks at a time to get responses. They moved so slow it allowed me to see it was not worth it to pay them for customer management.

It failed to properly import the bed types in my listings from AirBnB. Turned everything into a double bed. Pretty big issue. In cancelling after they failed to make good on promises I was blacklisted from using services like rentals united for 6 months, even though they used rentals united to sell me on Guesty. I spent over a month and even had a VP at Guesty "pretending" to help me be able to use rentals united. Really it is a joke of a company and if you know anything about software you will see how weak it is and how it provides no where close to the value it charges you for.

I feel that the best feature of the software is its ability to seemless keep all of the reservation details - whether financial or guest communication - all in one spot. There will always be some items that would be nice to have, but this team has thought of 95% of them and are probably currently developing the other 5%! The analytic dashboards are fantastic and our organization uses them extensively as well.

The direct booking website could use a little bit of work so that the end user has a more friendly UX to navigate, but we have had thousands of reservations and have only received a handful of complaints.

The UI looks good and there are a lot of integration options.

Simple features, like security deposits, function in some channels and not in others leading to a lot of issues. Problems can take months to resolve. Average response time from support can take days. Users will like need the 3rd party integrations just to solve issues that arise out of use of this software. There are no notifications of system outrages, which can be a huge issue when communicating with guests.

We have been using and working with Guesty since 2016 and this has enabled us to scale our business, drive efficiencies and improve service levels. The software is easy to navigate and use and the support continues to get better and better. There are regular developments as Guesty continues to innovate and move forward staying one step ahead of competitors.

There are no cons to using Guesty software.

Great customer service, communication team, and user interface.

It can be tedious to get integrated with new booking platforms such as booking.com and Homeaway. It isn't necessarily Guesty who is at fault. Homeaway is just difficult to get integrated with but Just a heads up, it is tedious.

I was never able to use it, so nothing, a complete waste of time and money. I could have saved myself so much aggravation and gone on a nice vacation for all the money I spent and got absolutely nothing in return. They kept lying to me and I couldn't believe such a well-known company would be lying outright to me about what their capabilities were. Truly mindboggling that they're in business.

There is nothing that could have made my experience with Guesty worse. I was lied to from the beginning about the capabilities of the software--I had a very specific need and of course checked before purchasing if Guesty could do it. I was told "definitely! of course" Only to find out after making the purchase that it wasn't possible. I've been strung along for MONTHS, often going weeks without a response and was on top of that billed incorrectly the entire time I had the service. I've been trying since September to close my account, even going as far as trying to email random people at the company because no one would respond to me. Finally rid of the his shady company and feel like I have a weight lifted off my shoulders. I have no idea how they're still in business. Literal scammers who will take your money, promising to have the features you require "soon" and giving no way to contact anyone at the company except for e-mail to support who take days to answer. There is no phone support, no instant chat, that's their tactic to take weeks and weeks to answer any question so that they can bill you in the meantime.

The system is very user friendly, there are multiple integrations that are available with Guesty. The software simply runs very well, and they have a good road map of additional features that are constantly being introduced. The team is always to hand to support with any issues or questions as well.

The mobile app could be more functional, it still needs to be developed further.