General

What PMS does Guestar work with?

Guestar currently integrates with Hostaway (certified partner) and Hostify (live since March 2026).

Does Guestar work with Airbnb/Vrbo/Booking.com messages?

Yes! Guestar responds to messages from all channels that flow through your PMS. If a guest messages you on Airbnb and it appears in Hostaway or Hostify, Guestar can respond.

How fast does Guestar respond?

Typically within seconds. Guestar waits briefly (about 90 seconds) to batch multiple rapid messages from the same guest into one comprehensive response.

What languages does Guestar support?

Guestar automatically detects the guest's language and responds in that language. Supported languages include English, Spanish, French, German, Italian, Portuguese, Indonesian, Russian, Chinese, Japanese, and more.

AI & Responses

Will guests know they're talking to AI?

No. Guestar presents itself as part of your team, never as AI. Responses are natural and conversational.

What if Guestar doesn't know the answer?

Guestar only answers questions it can confidently address using your property information and PMS data. If unsure, it sends a polite holding message ("Let me check on that for you") and alerts your team.

Can Guestar handle complaints?

Guestar approaches complaints empathetically but typically flags them for human follow-up. It won't make promises or commitments about refunds or compensation without your input.

Does Guestar make up information?

No. Guestar uses a strict data hierarchy:

Your property knowledge base (what you teach it)
PMS data (reservations, calendar)
Never fabricates information

If it doesn't have the answer, it asks your team instead of guessing.

Can I see what Guestar sends before it goes out?

Guestar sends responses automatically for speed. However, you can review all sent messages in the Messages section. For high-stakes situations, you can disable AI temporarily and handle conversations manually.

Properties & Setup

How do I add a new property?

New properties are automatically imported when you sync with your PMS. Click Sync Properties on the Properties page to pull in any new listings.

Can I disable AI for specific properties?

Yes. Each property has an independent AI Messaging toggle. Turn it off to handle that property's messages manually.

What's the minimum info needed to enable AI?

You need to complete at least 50% of the property information form. Key fields include check-in time, WiFi password, and property address.

Can someone else fill out property information?

Yes! Use the Share feature to send a secure link to property owners or managers. They can fill out details without needing a Guestar account.

Upsells

How does Guestar know when to offer upsells?

Guestar offers upsells when:

Guests ask about early check-in, late check-out, or extending
Proactively, 24 hours after booking confirmation
When it detects relevant intent in conversation

Does Guestar check availability before offering?

Absolutely. Guestar checks your PMS calendar in real-time. It never offers early check-in if there's a same-day checkout, or late check-out if there's a same-day check-in.

How do I set upsell prices?

Click Upsell Settings for each property. You can set prices for early check-in, late check-out, and extension discounts individually.

What happens when a guest accepts an upsell?

The conversation is flagged for your attention. You'll receive a notification so you can:

Confirm the arrangement with the guest
Process payment (via your PMS or preferred method)
Update the reservation if needed

Team & Access

How many team members can I add?

There's no limit on team members. Add as many as your operation needs.

Can I restrict team members to certain properties?

Yes. When adding or editing a user, you can assign them to:

All properties
Specific Listing Sets
Individual properties

Do team members see each other's read status?

No. Each team member has their own unread counts. If you read a message, it still shows as unread for your colleagues until they read it too.

Notifications

Why am I not getting push notifications?

Check that:

You've clicked the bell icon and subscribed
Your browser allows notifications from Guestar
Your device notifications are enabled
You're not in Do Not Disturb mode

Verify your API credentials are correct in Settings → Integration
Check that the webhook is properly configured in your PMS
Try clicking Sync Properties to refresh the connection

Guestar isn't responding to new messages

Ensure AI Messaging is enabled for the property
Check that the property information is at least 50% complete
Verify there are no errors in the conversation view

Dashboard metrics seem wrong

Metrics update in real-time but some data (like revenue attribution) may take up to 24 hours to fully process. Manual upsells arranged outside Guestar aren't automatically tracked.

Frequently Asked Questions