Guesty is enabling the next phase of growth for our short-term rental business!

Bottom line is this - Guesty is the best capitalized company in this space (just raised an additional $35 million to continue scaling their offering) and in my opinion (I advise a number of startups, so I have a good read on this) they are putting this capital to great use through 1) Pushing feature updates rapidly; 2) Spending money on customer service and customer success; and 3) Developing class-leading relationships with all of the major booking platforms to ensure ever-better integrations.

Pros

-Onboarding process was phenomenal and the support did not drop off post-setup like many other software providers I've worked with.
-The customer success team have gone beyond just ensuring we're getting the most functionality of Guesty to collaboratively developing Tesseract Rentals scaling strategy for 2019 and 2020 and how we can best use current features, develop streamlined work arounds where needed, and plan for future Guesty features so we don't have to spend time and energy developing our own long-term solutions for something that will shortly be implemented by their team.
-Responsive to questions and feature requests: We're a remote team and work extensively within the Guesty app to manage day-to-day operations. When I first tested the software, a mobile calendar feature wasn't available, but the sales associate assured me it was being released shortly. Support team then picked up immediately after implementation to keep up to date on the release timing (it was indeed launched shortly after we went live). I've had several feature requests that have been incorporated into app updates (they release very frequently!).
-I love how robust the marketplace of approved third-party software providers is at this point (and it's growing rapidly!).
-The Airbnb direct integration is better than any other PMS out there, by far (I've used several others, and forfeitted $5K+ in implementation fees to switch over to Guesty due to this alone).

Cons

All initial bugs that I identified during my process of selecting Guesty have been worked out. We're now in the phase of every feature added on their end being a truly additive and scaling-enable feature. This is the best PMS for short-term rental businesses out there!

Best PMS on the market with an amazing support team

Pros

We switched over from another PMS about a year and a half ago, and couldn't be happier with the changes. Guesty has improved our companies organization, productivity and communication greatly. They have allowed us to implement new business strategies which we never before considered possible. We have now largely been able to streamline almost everything business related to this one platform - with the ever-expanding marketplace, we imagine we will be elusively on Guesty in the very near future. In addition to the amazing features that Guesty offers, their customer support is the next level. Not only is the support team available 24/7, but the case managers are also fantastic. Our case manager has been absolutely instrumental in the growth of our business. He has brought a lot of innovative ideas and advice to us. Above all, we appreciate his collaboration with assistance with reviewing many of our projects that are not necessarily related to Guesty itself. He has really gotten on board with our image and helps motivate us to continue striving for bigger and better things. We really enjoyed working with him and the Guest team :]

Cons

We wish that we had a little more autonomy with some of the programming aspects for automation. That said, the support team and our case manager are always more than willing to help implement everything we ask them to.

Best software on the market!

Pros

We have used Guesty for over 2 years now and it has been one of the main factors in growing our business from less than 10 units when we had our first demo to over 130 units today. It is very intuitive, has lots of features but also gives you huge amount of control in how to set up your business. There is no "one size fits all" way to use Guesty and although lot of businesses use the software, you can tailor its functionality to exactly how you want your guests experience to be. The support guys are also really friendly and (our account manager) is an asset to the company.

Cons

I would say the thing I like least about Guesty is the price! However, I must say that you very much get what you pay for and although there are undoubtedly cheaper options out there - Guesty can afford to charge more simply because they offer more, in both functionality and reliability. As with any business, if people are willing to pay for it, then the price is right.

Powerful Resource for Vacation Rental Management Companies

Pros

I'm extremely impressed by Guesty's attention to detail. Our Customer Success Manager, Jerome, has been an absolute pleasure to work and has constantly surpassed our expectations. He has been instrumental in helping us grow and optimize our processes over the last couple of months.

Guesty's CRM software is phenomenal. It's absolutely critical to have one central communication hub and Guesty allows us to uniquely handle each and every guests' needs. Although there are individual services/software that do a better job at handling specific needs (automated messages, cleanings, etc.), Guesty offers a powerful all-in-one resource. Most importantly: they're software is constantly improving. We've been really impressed with all the small changes that they've started working on, and we're excited to see how things continue to develop!

Cons

My biggest issue with Guesty is that it doesn't allow you to make changes to the automated messages without contacting support. We'd love to initiate some small changes on our end but can't do that until we have greater control.

A tool and service so great.... where do I start

If you want to manage multiple vacation rentals online, you would be remiss not to use Guesty. Their ever expanding suite of tools and commitment to customer service is remarkable. I feel like I should downplay my endorsement to make it more believable but it wouldn't be true. Thier site isn't just some algorithm that you hope gets the job done right. This tool is backed by a team of individuals that help you succeed. They help our team perform customer service to guests while we focus on the many other aspects of hospitality. Additionally, in the rare chances that there are issues, their support team is quick to respond and rectify it and to make sure it doesn't happen again. I couldn't ask for anything more. It's money VERY well spent.

Pros

A great tool backed by great people.

Cons

There is a little learning curve. But their support site it fairly detailed and their team is eager to assist.

Guesty Wins!

Guesty has beneficial features that we have not even yet begun to explore. So far, Guesty has a booking site up and running for us, and has successfully integrated our calendar so that we may seamlessly list on 4 different sites. The speed, knowledge and friendliness of customer service has been outstanding. Our home owners are happy to use Guesty's well designed owner portal which has streamlined communications.

Pros

This software has a modern and user friendly web interface design that instantly makes users, staff and clients alike, comfortable with the program. It is streamlined - no overcrowding on each screen and no chance to be distracted by too many options.
There is a very easy to use help desk, ever present at the corner of your screen - at any time you may type a question into the box, and answers and quick guides will list themselves - should you not find any articles relevant or helpful, you may submit a help desk ticket from any screen. Each of my team members have used this feature and been provided with satisfactory responses within one hour - even on the weekends.
Integration was nearly painless compared with other PMS options on the market.
Web based platform does not have specific hardware requirements.

Cons

So far, we have no complaints about this software. Each of our requests have been met with speed and grace. All problems have simple solutions and an abundance of staff available to help walk us through each new feature.

Excellent Software, Terrible Support

Overall: The software is good, and integrations are good. Not the best, as many are far better in some respects. The customer service is absolutely terrible. The worst I've ever experienced. I've had almost 3,000 AirBnB guests, and talking to them makes me feel like my worst guests as I get repeatedly frusturated at the support team, and feel like i'm not being helped or taken care of. Guesty charges 3% of revenue, which means I pay over $1,000/month for it. If they treat me like this, I can't imagine how they treat smaller hosts that don't make over $20,000/month. I hope that Guesty gets my feedback here, as their customer support has made no comments on whether my direct feedback reaches the Guesty management or ownership teams. I think that while the software is great, on-boarding and support are archaic and severely need updates and improvements. I'm still using the software, but unless there are changes to how they handle client issues and requests, i'll be jumping ship as soon as a comparable software comes on the market. I still have hopes for Guesty, so maybe once my income raises over $40,000 and monthly payments to guesty pass $1,000 overall, i'll be taken as a higher priority client for them.

Pros

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.

Cons

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.

Great if you only want to be on Airbnb

We needed automated messaging and we needed to get out to other channels besides Airbnb. Their mobile apps are sad and ineffective for our team members, so we go some messaging automation help but no help for our team really communicating. Team members can't communicate directly with any messaging only tasking tools that didn't work according to the permission matrix Guesty published. If you have a desire to be on the biggest channels, this is not your platform. If you need tools and accounting and other services, this is not your platform. We are actually, currently paying 60% of what we would pay for the most robust enterprise level platform that's way beyond our capability to utilize in this industry. Maybe you start with Guesty when you have two properties, but if you're doing well they siphon an incredible amount of money out of your business. If you don't plan on growing, this might be a good solution.

Pros

Automated messages are great and the multi-calendar is nice. These seem to be the only features that are completely reliable.

Cons

We naively took a recommendation from someone to use Guesty and had a hard time discovering other options out there. Do more research. There are four excellent options that are roughly 40-75% cheaper. The price for this platform is absurd.

Tools rarely work as promised. They are not a true channel manager. They only integrate with airbnb and booking.com, but they've been promising "coming soon" for serveral other channels forever, but doesn't look like it will happen. If you go with Booking.com through Guesty, you have to live with the 20% cut to Booking.com which didn't help us increase revenue when we already have 85% occupancy. Our only choice there was to actually reduce our revenue, so that was a non-starter.

If you're a good operator with high rates and occupancy, I don't know how this platform can do anyting but stagnate your growth.

Only banks, cable companies and Guesty gets away with saying, "sorry for the inconvenience" when they're product doesn't work. In every other business is means refunds/rebates/credit/gifts.... something that tells your customer you regret you failed to meet the expectations you set. They completely ignored me on every occasion I suggested they should consider crediting us for their inability to deliver a myriad of promises.

Onboarding was such a rush job, weekly sessions promptly ending after 60 minutes. "Send us your questions". Not great onboarding. Analytics are mediocre, not powerful at all, practically non-existent.

Streamline your property management with all the tools you wish distribution channels had

Guesty is a life saver. Before Guesty, we were juggling between four different accounts and several documents where we'd keep stored messages, setting alarms to go off all throughout the day to send responses and instructions to guests, etc. Enter Guesty: from the beginning, their customer service was incredible at answering all of our questions and guiding us through the software in a friendly, efficient manner. They're very responsive to any customer support questions we've had and provide a tool that's truly indispensable. Couldn't recommend them highly enough to property managers who are trying to get all of their online property management organizational needs under control.

Pros

Highly responsive customer support, consolidated inbox, automated procedures (messaging, pricing, etc.) , customizable tools, and shareable calendars.

Cons

The reporting tools are a little kludgy and the receptionist service wasn't quite aggressive enough for us from a sales perspective.

Guesty services have been invaluable for our business

We have been using Guesty since April 2018 and I have to say that Guesty has helped us to organize, eliminate overbookings, and easily funnels bookings to one central location which makes it so user friendly. The support is there when we need it. Guesty has provided invaluable service to our business.

Pros

The software is extremely user friendly. Before choosing Guesty, we tested various other PMS options but often felt overwhelmed by their software. We are new to this industry and I felt it would be helpful to have additional training, Guesty was more than happy to arrange until I felt completely comfortable with their product. Love the analytics, has been very helpful in tracking revenue by channel and overall progress.

Cons

It took awhile for me to understand the terminology as this is a new field for me. I think staff were extremely gracious in helping me to understand and provide support when needed.