Guesty Reviews 1,643

Tamara is great, always so thorough and makes sure I'm actually understanding what she is talking about. She has a great understanding of the product and intricacies of the accounting side.

We have been with Guesty for 6-7 years now and are so impressed with the professional, helpful and friendly team. It's easy to get in touch the support team, our account manager is always reachable, and the support sessions for new functions, such as the accounting tool, have been very thorough and informative. The platform is very user-friendly and comprehensive.

Outstanding Onboarding Experience with Alvin

We manage dozens of villas in Bali and recently went through the Guesty Accounting onboarding with Alvin. From start to finish, the experience was excellent.

Alvin was incredibly patient, structured, and thorough. He took the time to understand our specific financial setup — including how we recognize revenue nightly across periods, our fixed management fee structure, and how we report to villa owners and investors every month. He configured everything to match our existing workflow and explained every step clearly along the way.

The platform itself has been very helpful. The owner portal is a standout feature — our villa owners can now see their property performance directly, which used to take us hours of manual Excel work every month. The automated owner statements, recurring expenses, and posting journal are all well thought out.

Alvin was also honest and transparent when there were current limitations in the system, and he proactively escalated our needs to the product team. That kind of integrity from an onboarding specialist means a lot.

Highly recommend Guesty, and especially Alvin — he made the whole process smooth and professional.

Pleasure working with guesty and all managers were great - Thank you Mattia for all of your help and support - all the best

Fast response, thank you for your help

super clear

Tamara was very helpful and answered most of my questions. Thanks so much!

Here’s a stronger version that keeps the frustration and impact clear, while sounding more credible and professional if you post it publicly or send it to Guesty:

Worst software experience we’ve ever had.

Unless you enjoy opening endless support tickets that never actually get resolved, stay far away from Guesty.

The biggest problem is Guesty trying to force their system to become the “source of truth” over platforms like Airbnb and Vrbo when their software is nowhere near advanced enough to support real-world hosting operations at scale.

Since switching to Guesty, we’ve experienced:
• Listings losing optimized room/space data
• Booking issues and failed reservations
• Syncing problems causing cancellations and blocked listings
• Broken workflows between Airbnb, Vrbo, and Guesty
• Endless hours rebuilding listing information we already perfected over years

We’ve lost over $100,000 in revenue since switching but honestly, the bigger loss has been the time, stress, energy, and operational chaos.

Airbnb and Vrbo spend millions building systems that actually convert bookings and support hosts. Guesty somehow manages to disrupt the very things that made listings successful in the first place.

Hosts spend YEARS perfecting listings, photos, amenities, room setups, ranking optimization, and guest experience — only for bad integrations and poor software design to wipe things out overnight.

We didn’t switch to spend our lives troubleshooting software.
We switched to grow our business.

Instead, we’ve spent months fighting the platform itself.

Tamara offers down to earth easy to understand communication. Her "in detail" knowledge of the Guesty system, and general accounting experience make her exceptional at helping our business navigate through quite complex accounting issues, resolve problems, and offer best practice set ups moving forward- supporting our vision to grow.

I migrated from GFH to Guesty and was nervous about it, but thankfully I was paired up with a rockstar support agent, Abdullah Ghalib. He was professional, extremely competent, and enjoyable to work with.

Great communication, willing to be negotiable, service is excellent.

We have been partnering with Guesty for over six and a half years to manage GreatStay, and they continue to prove why they are the industry leader in property management software.

We recently had our Executive Business Review with our Customer Success Manager, Mattia Peressini, and it was an excellent session. Mattia truly embodies what great partner support looks like. He is highly professional, transparent, and genuinely invested in our business growth.

During our review, we discussed complex operational needs.ranging from advanced European invoicing formats and financial tracking to dashboard localization and localized language support. Mattia didn't just listen; he took immediate, actionable ownership of our feedback, coordinating directly with Guesty's product and localization teams to push these items forward. He also went above and beyond to get us included in the upcoming AI feature beta tests, which we are incredibly excited about.

After more than six years of working together, it is refreshing to see that Guesty still deeply values its veteran partners and constantly strives to innovate. If you are looking for a powerful PMS backed by a dedicated, proactive team, Guesty is the gold standard. Thank you, Mattia, for the fantastic support!

'Live Chat' takes 1 hour to respond.

I raise a legitimate issue and I am told by support agent 'Zen' that I am being aggressive, that there are 'no issues'.

I then receive probably the worst attitude I have ever encountered from a live agent, being told there are no issues, that I didn't tell them what I'm trying to do, that I am 'uneducated' and rude.

What a horrible customer experience, where do your agents receive their training from exactly?

I wouldn't have had a problem, but being told immediately that there are 'no issues' when I am clearly having one is ridiculous!

To top this off, the website builder is terrible (on Guesty Lite), you have no flexibility with it, and the 'drag and drop builder' they CLEARLY advertise it will come with is gatekept behind the pro plans.

Their UI is not intuitive, and my account randomly stopped working (which is the whole reason I was using the live chat in the first place).

Had it not been for live chat agent 'Zen' (who is not very calm it seems), my review would have been slightly more positive, but he really treat me without any respect or dignity and tried to be dismissive-- never once apologising for his behaviour.

We’ve had a great experience with Guesty so far. The platform has been very helpful for managing our operations, and the onboarding process was smooth and well organized.

Charu was extremely patient throughout the entire process, answered all of our questions, and was always very professional and supportive. We truly appreciate her help and highly recommend both Guesty and Charu’s onboarding support.

Thank you!

I am new to the industry and jumped right in by buying a business with 200 STRs under management.I had the pleasure of working with Jordan S from Guesty's onboarding team and she was nothing short of amazing. She walked my team through the entire set up process and provided invaluable support and coaching on how to best manage a STR business with Guesty. I would recommend Guesty to anyone in this space

Hello Guesty Team,
I am writing because I have honestly had a very disappointing experience with Guesty and, despite several attempts, I have not been able to get a proper resolution or even consistent communication from your team.
In July 2025, I signed up with Guesty to manage my three Airbnb units. I signed the contract and began the onboarding process, but unfortunately the onboarding experience was quite deficient and was never properly completed, partly because the person assigned to my account stopped following up altogether. Despite this, I decided to continue and give the platform an opportunity.
In December 2025, while reviewing my Airbnb payouts, I noticed that Airbnb was no longer charging the standard commission structure and instead my costs had increased by approximately 15%. After contacting Airbnb support, I was informed that this higher commission applies when using a PMS system.
Because of this significant increase in operating costs, I decided to remove my properties from Guesty and return to the normal Airbnb setup, as the new fee structure directly affected the viability of my business.
I later contacted Guesty to explain my situation, but I have not received a fair or satisfactory resolution. I was informed that, according to the contract, I must continue paying a USD $100 monthly penalty fee. Honestly, I find this very lacking in empathy considering the circumstances and the fact that I am no longer using the service.
After several exchanges with a representative named Oscar, he finally offered to reduce the fee by 50%, which I accepted in good faith. However, four months later, I am still being charged the full USD $100 monthly amount. Oscar no longer responds to my messages and I currently have no way of reaching anyone capable of resolving this issue.
At this point, the lack of communication and follow-through has been extremely frustrating and leaves a very poor impression of Guesty’s customer service.
I would sincerely appreciate if someone from management or the LATAM/support team could contact me as soon as possible to finally resolve this matter properly.
Thank you.

Javier has been very attentive to our transition and is working hard to resolve our technical issues. He has been very helpful and very knowledgeable

Linked to my AirBnB due to their promise of a free trial of my own bookings website. After setup it emerged that the bookings website was not part of the free trial. Using Guesty meant I could no longer manage pricing within AirBnB so I removed it. 2 weeks later I noticed that Guesty had:
* Opened my calendar for 2 years ahead (the property is for sale so I never do that as Hosts can't cancel bookings without penalty).
* Changed my automatic messages so instead of inserting the guest's name it read "Dear [Primary Guest's first name]"
* Changed maximum pets from 2 to 1
* Deleted my pet fee which has cost me money as guests have booked pets without paying it

The last three points I only know about because another Super Host guest who booked alerted me.

Guesty has now charged my card twice without authorization. At this point, the second payment can only be considered fraudulent.

I previously attempted to leave a review regarding the first unauthorized charge, but it was removed before anyone could see it. The initial charge happened due to incorrect information provided by Guesty’s AI support system. Within seconds of noticing the mistake, I immediately contacted support and specifically requested that no charge be processed. Despite this, my card was still charged, and I then had to wait nearly two weeks for a resolution. I have since been told the funds were refunded, but I am still waiting to receive them.

Now, on 20 May 2026, after everything we have already gone through, Guesty has once again deducted another full payment from my card (approximately $180) without my authorization. I even cancelled my subscription because I was genuinely concerned that further unauthorized charges would continue, yet another payment was still processed.

I have intentionally not cancelled the card yet because I am still waiting for the original refund to reflect — only for Guesty to take more money again.

Please be extremely cautious when adding your card details to Guesty. In my experience, charges have been processed without proper authorization or consent.

Guesty, since it is nearly impossible to get hold of someone through your support channels, this now feels like my only option to get urgent attention on this matter. I require immediate assistance and expect someone from your team to contact me as soon as possible regarding these unauthorized charges and outstanding refunds.

I've been using Guesty for several years on behalf of my client and have seen its growth and two UX/UI platform updates since I started with them. What stands out about Guesty is its polished design, integrated features, and add-ons that deliver ROI for my client. Additionally, I value the monthly strategy check-ins with our representative, Alexandra L.

She keeps me accountable, provides honest feedback to help us expand, and, in my experience, is friendly, solution-focused, and very knowledgeable.

This partnership, along with regular communication with our account manager and a dedicated point of contact, is a key reason we remain with Guesty. It also gives us confidence to grow comfortably alongside the platform.