FAQs

Go to the SympleHost signup page, enter your name, email, and password, accept the terms, and click Sign Up. You'll receive a verification email — click the link to activate your account. Then follow the onboarding steps to set up your profile and company details.
→ See: Creating Your Account & Completing Onboarding

Check your spam or junk folder first. If it's not there, go back to the verification screen and click Resend (there's a 60-second cooldown between sends). If the email address shown is wrong, click Change email to correct it.

Click Forgot Password on the login screen, enter your email address, and check your inbox for a reset link. Click the link to set a new password.

Go to Settings → Profile to update your email address. You may need to verify the new email before the change takes effect.

Go to Settings → Security and follow the prompts to update your password.

A workspace is your account — it's the shared space where you and your team manage listings, bookings, and guest communication. Every SympleHost account has one workspace, and you can invite team members to join it.

Each email address is tied to one SympleHost account. If you manage completely separate businesses, you'd need separate accounts with different email addresses.

Go to Settings → General, click Edit, and change your Country. The currency updates automatically based on the country you select. You can't set the currency independently — it's always tied to your country.

Go to Settings → General, click Edit, and update the Timezone dropdown. This affects how check-in times, check-out times, and notifications are displayed.

Go to Settings → General → Regional Settings. You can choose between MM/DD/YYYY, DD/MM/YYYY, or YYYY-MM-DD.

Go to Settings → Company to update your Legal Name or Business Name. The legal name is used on invoices; the business name is what your team sees in the workspace.

Go to Settings → General, and in the Workspace Branding section click Upload Logo. Use a square image at least 256×256px (JPG or PNG, max 10MB). Changes save automatically.

When enabled, the SympleHost support team can view your account to help troubleshoot issues. When disabled, no one outside your team can access your data. You can toggle this on or off at any time in Settings → General.

Check Settings → Security for available security options.

No. Only people you've invited can access your workspace, and their access is limited by the role you assign them. You control permissions in Settings → Team → Members.

Contact SympleHost support to request account deletion. Make sure to cancel any active subscriptions and download any data you need before requesting deletion.

Go to Bookings, select the Properties or Services tab, and click on a date in the calendar. A side panel opens where you can enter the guest details (name, email, phone, dates). Click Save.
→ See: Creating a Reservation Manually

Go to Reservations in the sidebar for a list view of all bookings. You can also go to Bookings → Properties for a calendar view, or check the Overview dashboard for today's check-ins and check-outs.

Open the booking by clicking on it in the calendar or reservations list. Click the Confirm Booking button.

Open the booking and click Cancel Booking. You'll see a confirmation prompt before the cancellation goes through.

Pending = created but not yet confirmed. Confirmed = locked in. Checked In = guest has arrived. Checked Out = guest has departed. Cancelled = booking was cancelled.

Open the booking and update the status using the action buttons. You can change the status from Confirmed → Checked In → Checked Out as the guest progresses through their stay.

Yes. Use the filters on the Reservations page to narrow by listing, date range, or status.

The booking details show the source — whether it's a manual booking, from Airbnb, Booking.com, or your direct booking website.

Create a manual booking for those dates. This blocks the calendar and prevents double-bookings.

Go to Properties → Calendar for a combined view showing availability across all your listings.

Purple = available dates. Green = booked dates. Gray = blocked dates.

Create a manual booking for those dates, or use the calendar's block functionality if available for your listing type.

Yes. Go to Services → Calendar for a calendar view of all service bookings.

SympleHost connects to major OTAs including Airbnb and Booking.com. Check Settings → Integrations → OTA for the full list of available connections.

Go to Settings → Integrations → OTA, select Airbnb, and authorize the connection. Once linked, your Airbnb bookings will sync into SympleHost automatically.

Go to Settings → Integrations → OTA, select Booking.com, and follow the authorization steps. For multi-unit properties, make sure your listing is set up as multi-unit in SympleHost first.

Yes. Once an OTA is connected, new bookings sync into SympleHost automatically. They'll appear in your Reservations and on your calendar.

Yes. When your calendar is synced across connected OTAs, SympleHost updates availability in real time. If a guest books on Airbnb, those dates are blocked on Booking.com and vice versa.

Go to Settings → Integrations, find the platform card, and click Disconnect. For OTA channels (Airbnb, Booking.com), see the dedicated disconnect FAQs below — there's an OTA-side step that catches a lot of hosts out.

Airbnb connects directly to SympleHost via OAuth, so disconnecting is a two-side process:

1. In SympleHost: Go to Settings → Integrations → OTA, find the Airbnb card, and click Disconnect.
2. In Airbnb (recommended): Log in to Airbnb, click your profile picture (top right), go to Account → Privacy and Sharing, scroll to Connected Apps, find SympleHost, and click Remove access. This revokes the access token at Airbnb's end.

If you skip step 2, the token stays issued at Airbnb until it naturally expires — harmless, but tidier to revoke it.

Booking.com syncs through Channex (our connectivity partner). That means there are two places where the connection lives, and you must remove it from both, otherwise Booking.com will keep treating Channex as your active channel manager and your rates/availability will get stuck:

1. In SympleHost: Go to Settings → Integrations → OTA, find the Booking.com card, and click Disconnect. This stops SympleHost ↔ Channex sync.

2. In the Booking.com Extranet (do not skip this):
- Log in at [admin.booking.com](https://admin.booking.com).
- Click the Account icon (top right).
- Select Connectivity Provider (sometimes shown as Connectivity Providers) from the menu.
- Find Channex in the list and click Disconnect.
- Confirm the disconnection. Note: this is per-listing on Booking.com, so if you have multiple properties, you'll need to repeat this for each.

[Screenshot: Booking.com Extranet — Account menu → Connectivity Provider with Channex listed and "Disconnect" button visible]

⚠️ Until you complete step 2, Booking.com keeps allowing Channex to control your rates and availability — meaning rates may not update, and you may not be able to manually edit them in the extranet either. This is a Booking.com behaviour, not a SympleHost one.

After both steps are complete, all your previous Booking.com settings (rates, availability, restrictions) reset to manual control, and you can either run them by hand from the extranet or connect a different channel manager.

No. Past and confirmed reservations stay in Booking.com and in your SympleHost reservation history. Only new bookings stop syncing into SympleHost after you disconnect.

You need a phone number that is not currently registered with WhatsApp consumer or WhatsApp Business mobile app. The Embedded Signup flow creates a new WhatsApp Business Platform account on Meta's side using that number. If the number is already in use in either app, delete it from there first (WhatsApp → Settings → Account → Delete my account) and retry.

Instagram only works for Business or Creator accounts that are linked to a Facebook Page. Convert it in the Instagram app: Settings → Account type and tools → Switch to Professional → Business, then link it to your Facebook Page from Settings → Accounts Center.

Meta invalidates integration tokens when you change your password. Go to Settings → Integrations, find the Facebook Integrations card, and click Reconnect — you'll only have to re-authorize, not redo the whole setup.

Instagram's API does not allow you to start a conversation with a user — they must DM you first. Once they do, you have a 24-hour window to reply through SympleHost. After 24 hours of silence the conversation closes again until they message you next.

Go to Reviews in the sidebar to see reviews from connected OTA channels. You can view individual reviews and respond from within SympleHost.

Yes. Open a review and write your response directly — it'll be posted back to the OTA platform where the review was left.

This is normal for new accounts. Data appears once you've added listings and created bookings.

Your visibility depends on your role and permissions. If you're not an Account Admin, some sections may be hidden. Ask your account admin to adjust your permissions in Settings → Team → Members.

Contact SympleHost support. To help the team diagnose faster, go to Settings → General and enable Support Access — this lets the team view your account to troubleshoot.

Check that the integration is still connected in Settings → Integrations → OTA. If it shows as disconnected, try reconnecting. If it's connected but bookings aren't appearing, there may be a mapping issue — verify your listing/room type mappings.

Take a screenshot of the error and contact support. Most errors include a message that helps the team identify the issue quickly.

Go to Properties → Listings and click + New Property. Choose Manual to create from scratch, or Import to pull in listings from Airbnb or Booking.com.
→ See: Adding a Listing Manually

A standalone listing is a single bookable property — like a whole house or one apartment. A multi-unit listing is a property with multiple bookable rooms or units underneath it — like a guesthouse with five bedrooms or a small hotel with different room types.
→ See: Adding a Multi-Unit Listing Manually

No — create one multi-unit listing and add each room as a unit underneath it. This keeps everything organized and is required if you plan to connect to Booking.com.

Yes. Go to Properties → + New Property → Import, select Airbnb, and authorize the connection. You'll be able to choose which listings to import. Your listing details, photos, and settings will transfer over.
→ See: How to Import Listings from an OTA

Yes. The import flow works the same as Airbnb — go to Properties → + New Property → Import and select Booking.com.

Go to Properties → Listings, click on the listing you want to change, then click Edit. You can update the name, description, photos, amenities, house rules, and other details.

Open the listing and look for the delete option. If the listing has active bookings, you'll need to cancel or complete those bookings before you can delete it.

Open the listing and toggle the Active switch off. This hides the listing from booking channels without removing it from your account. You can reactivate it at any time.

Open the listing, go to the images section, and drag-and-drop new photos or click to browse. The first photo is your Primary image (the main thumbnail). You can remove or reorder photos as needed. Supported formats: JPEG, PNG, WebP. Max 10MB per image.

These can be set at the property level when creating or editing a listing. The default is check-in at 3:00 PM and check-out at 11:00 AM.

SympleHost provides a categorized list of amenities (Wi-Fi, parking, pool, kitchen, air conditioning, etc.). Select the ones that apply when creating or editing a listing.

When creating or editing a listing, scroll to the House Rules section. Toggle on/off standard rules (Smoking, Pets, Parties, Children), and add any custom rules in the Additional Rules text area.

Go to Properties → [Your Listing] → Price Settings and set the Base Nightly Rate. This is the default rate used when no seasonal or custom pricing applies.
→ See: How to Set Up Your Pricing & Rate Rules

Yes. In your listing's Price Settings, you can configure separate weekday and weekend rates.

Create a Rate Plan with specific date ranges. Go to your listing's Price Settings, click + Add Rate Plan, name it (e.g. "Summer"), set the date range and price. The seasonal rate will override the base rate during those dates.

Yes. In your listing's pricing settings, you can configure guest-count pricing — set a base price "up to X guests" and an extra charge per additional guest.

SympleHost prevents overlapping date ranges automatically. If you try to create a rate plan that conflicts with an existing one, you'll see an error. Adjust the dates to avoid the overlap.

Each unit or room type has its own pricing. Go to the unit's Pricing tab (accessible from the Units list on your property page) and set the rate there.

Go to Properties → [Your Listing] → Units tab and click + Add Unit. Fill in the unit name, number, capacity, bed configuration, and photos.
→ See: Adding a Multi-Unit Listing Manually

Yes. Each unit has its own pricing. Go to the unit's Pricing tab to set its individual rate.

Yes. On the Units tab, each unit has its own Active toggle. Switch it off to take that unit out of rotation.

SympleHost maps each unit to a Booking.com room type. Go to the property's Channels tab to set up the mapping. Availability and rates sync in both directions.

The most common cause is missing bed configuration on one or more units. Open each unit and make sure specific bed types are selected (e.g. "1 Queen bed") — a generic bed count isn't enough for Booking.com.

Click Messages in the sidebar. This is your unified inbox — messages from WhatsApp, Instagram, and Facebook Messenger all appear here.
→ See: How to Use the Inbox to Communicate with Guests

Yes. Once WhatsApp is connected, you can read and reply to all WhatsApp messages directly from your SympleHost Messages inbox. The guest sees your reply in their WhatsApp conversation.

No. SympleHost combines all your messaging channels into one inbox. You see which platform each message came from, but you manage everything in one place.

Yes. Click on a conversation in the Messages inbox to see the entire thread, including messages sent by you, your team, and Autopilot.

Go to Settings → Integrations, find the WhatsApp card, and click Connect. Follow the authorization steps to link your WhatsApp Business account.
→ See: Connecting WhatsApp, Instagram & Facebook Messenger

Go to Settings → Integrations. Messenger and Instagram have their own cards — click Connect on either one. Meta's Login for Business popup lets you grant Page and Instagram access in one go, so connecting one will usually flip the other to Connected as well.

Check that the integration is still connected in Settings → Integrations. If the status changed, try disconnecting and reconnecting. For WhatsApp, the webhook (the real-time connection) may need to be reconfigured.

Autopilot is SympleHost's AI-powered messaging system. It reads incoming guest messages, identifies the type of question, and sends an appropriate response automatically — or drafts one for you to review.
→ See: Setting Up Autopilot — Automate Guest Messaging

Go to Settings → Autopilot and select a mode: Suggestion Mode (AI drafts responses for you to review) or On (AI sends responses automatically).

In Suggestion Mode, Autopilot drafts a response and shows it to you — you review, edit if needed, and send it manually. In On mode, Autopilot sends the response automatically after a configurable delay.

Yes. Autopilot uses message categories (check-in info, property questions, billing, etc.). You can toggle each category on or off individually. Only enabled categories get automatic responses.

Each message category has a response template — this is the base answer Autopilot uses. Edit the template in Settings → Autopilot → Category Behaviors to change what Autopilot says for that type of question.

If Autopilot can't confidently categorize a message, it leaves it unanswered in your inbox for you to handle manually.

Yes, always. If you reply to a conversation yourself, your manual response takes priority. Autopilot won't send a competing reply.

When Autopilot is set to On, the response delay is the number of seconds it waits before sending a reply (minimum 20, default 60). This makes the response feel more natural — like a real person replying rather than an instant bot.

Check three things: (1) Is the mode set to Suggestion Mode or On (not Off)? (2) Are any message categories toggled on? (3) Is at least one messaging integration connected and working?

A guest book is a digital welcome guide you create for each property. It gives guests everything they need for their stay — property details, check-in instructions, local recommendations, emergency contacts, and access to Amy (your AI assistant).

Go to Guest Experience → Guest Books in the sidebar. Select a property and configure the sections you want to include.

Amy is SympleHost's AI guest assistant. Guests can interact with Amy through the guest book to ask questions about the property, local area, or their stay. Configure Amy in Guest Experience → Amy Settings or Settings → Amy.

Go to Guest Experience → Recommendations to add restaurants, activities, attractions, and tips. These appear in your guest book.

The guest store lets you offer extras to guests — like late checkout, welcome packs, or experience add-ons. Set up items in Guest Experience → Store Items and view orders in Store Transactions.

Guests receive a unique link (via their booking confirmation or a message you send). The link opens a mobile-friendly page with all their stay information.

Go to Settings → Team → Members and click Invite Member. Enter their name, email, phone, and select a role. They'll receive an invitation email.
→ See: How to Add Team Members & Assign Roles

SympleHost has four roles: Account Admin (full access), Account Manager (manages listings, bookings, guests), Booking Coordinator (handles reservations and guest communication), and Staff (limited access for tasks like cleaning).

Yes. Go to Settings → Team → Members, click the team member, and update their role and permissions.

Go to Settings → Team → Members, find the person, and remove them from the account.

SympleHost uses role-based access. What each person sees depends on their role and permissions. For example, Staff members see a focused view with just their tasks, while Account Admins see everything.

External resources are contractors or third-party workers (like freelance cleaners) who aren't part of your core team. Manage them in Settings → Team → External Resources.

Go to Operations → Tasks and click New Task. Enter a title, description, assign it to a team member, set the priority and due date, then click Create Task.
→ See: How to Create & Assign Tasks to Your Team

Go to Operations → Tasks and click the Expired tab. This shows all tasks past their due date.

Yes. Go to Operations → Automations and create an automation. For example, you can create a rule that automatically generates a cleaning task every time a guest checks out.
→ See: How to Set Up Recurring Task Reminders

Go to Operations → Tasks. Use the Active, Expired, and Completed tabs to see task status. You can filter by team member or search for specific tasks.
→ See: How to Track Task Progress & Completion

A task is a single to-do item assigned to one person (e.g. "Clean Room 3"). A job is a larger, scheduled piece of work that may include multiple tasks or recur on a schedule.

Go to Settings → Task Reminders and toggle on the reminders you want — for example, "1 Day Before" or "1 Hour Overdue". Reminders can be sent via WhatsApp if connected.

Yes. Go to Operations → Automations, click New Automation, and set up a trigger like "When a booking checks out" → automatically create a cleaning task assigned to a specific team member. You can set priority and other details.

Go to Settings → Payment Gateway, find the Stripe card, and click Connect with Stripe. Follow the Stripe authorization process. Once connected, you'll see your account status, charges enabled, and payouts enabled.
→ See: How to Set Up Payments (Stripe Integration)

Yes, once Stripe is connected. Guests can pay through your direct booking website, or you can send them a payment link via a quotation.

Go to Settings → Transactions for a full list. You can also see recent payment activity on the Overview dashboard.

Go to Settings → Financial Report for revenue reporting and financial summaries.

Go to Settings → Billing to view your current plan, upgrade, or manage your billing details.

Yes. Go to Websites in the sidebar and click Create to build a direct booking website. Guests can browse your listings and book directly — no OTA commission.

Yes. Go to Settings → Style Guide to configure your brand colors, typography, logo, and component styles. These apply to your direct booking website and guest-facing pages.

Through Stripe. You need to connect Stripe in Settings → Payment Gateway before guests can pay on your website.

SympleHost supports custom subdomains (e.g. yourname.symplehost.ai). For custom domain setup, check with SympleHost support.

Go to Settings → Direct Bookings to configure booking behavior — things like booking confirmation flow, minimum notice period, and other rules for direct reservations.

Go to Quotes in the sidebar and click Create. Add the listing or service, set the dates and pricing, and send it to the guest. They can view and pay online.

Yes, if Stripe is connected. Guests receive a link to view the quote and make a payment.

Invoices are generated for bookings. You can find them linked from the booking details or share the invoice link directly with the guest.

Click Customers in the sidebar. Every guest who has booked with you gets a profile here with their contact details and booking history.

Go to Customers and click New Customer. Enter their name, email, and phone number.

Leads are potential guests who've shown interest but haven't booked yet. Manage them in Leads in the sidebar — you can track their status, add notes, and convert them to customers when they book.

Yes. Use Tags (configurable in Settings → Tags) to organize customers, bookings, and listings with custom labels.

Go to Settings → Notifications to toggle different notification types on or off.

Yes. Go to Settings → Notifications and configure the Daily Check-in/Check-out Reminders with your preferred timing.

If WhatsApp is connected, some notifications and task reminders can be delivered via WhatsApp. Configure this in Settings → Task Reminders.