Guesty Reviews 

I've been using Guesty for over six months now and I think it's a big platform that is well suited to larger companies with more complex operations.
However, for smaller businesses like ours, I find it unnecessarily expensive. While it offers a wide range of features, I don't feel the value justifies the cost for our needs.

One of the biggest drawbacks is that it doesn't fully support the legal compliance requirements of every country. In our case, operating in Portugal means we still need to purchase additional software to manage local compliance, which adds to the overall cost.

Another limitation is the invoicing functionality. Invoice names cannot be edited after they have been created and it isn't possible to add or customise company details as needed. As a result, it doesn't operate as a fully functional property management system (PMS) for our business.

I do appreciate that live chat support is available whenever you have questions. However, in my experience, customer support is often unable to provide effective solutions and the representatives don't always fully understand the issues or requests being raised.

Rafeal was very thorough in explaining why changes need to be made and walking me through the process carefully to make corrections. So much to learn but he did a good job at hitting the high points.

This software is the worst on the market. Do not believe the word the sales team tells you. Guesty is insanely complex to set up. There is no available customer support. You will not save time or grow your business. In fact you will need to hire a full-time Guesty operator, to field endless bugs, integrations that do not work and calm down upset guests that keep getting empty fields where information pulled from the listing should have been. Forget about growing direct bookings. Literally 0 growth in that direction. The reality is: 1. You can never get anyone that has any clue how to help on the chat or on the phone. They have nothing more than a bunch of minions somewhere in Philippines that have 0 idea about anything. The standard spiel is: We understand your frustration and we will forward it to "the relevant team". And that's it. You will maybe hear from them in a week's time with a completely irrelevant answer. I have not been able to resolve any issues. since we stupidly signed up in January. 2. You will spend months learning the system and trying to do anything like automated messages requires PhD and Enigma coders skills to understand which variables actually do what. 3. Forget about saving any time running monthly client reports. None of the figures make sense or add up. Setting up a report choosing from a myriad of duplicated columns is a task for those who killed their mother with a toothbrush. Basically if you want to spend your entire days operating Guesty instead of running and growing your biz, be my guest. We are leaving. This software is a nightmare.

Whilst the product itself is fairly good, the support is really poor and doesn't reflect what I am charged in terms of a monthly fee which is more than any previous property management systems I have used.

Their online chat doesn't answer you at all half the time and then the other half of the time they take so long to respond that you have left. I have been raising this ever since I joined Guesty, and so far there has been zero improvement in that aspect at all.

My very first invoice was wrong (overcharged) and when I queried it it was dismissed and I had to push for it to be relooked at, at which point it was found to be wrong. This month they tried to charge me over £6k when my invoice should have been around £1,800. The charge caused my card to bounce and despite looking into it this still remains unresolved.

I am hopeful that things will improve as I have a contract with them for another 7 months and the cost to exit early is very high.

I used Guesty for Hosts for many years and was happy with it. It was intuitive, reliable, and did exactly what I needed. Unfortunately, everything changed when Guesty retired Guesty for Hosts and required users to migrate to their new platform.
From that point on, my experience steadily declined.
Customer support, which was previously responsive, appears to have been moved offshore. There is no phone support, so every issue requires submitting a ticket and waiting days for a response. Even when replies arrived, they were often unclear, leading to another round of emails and more waiting.
The onboarding and migration process was frustrating, unnecessarily complicated, and far more time-consuming than it should have been. One of the biggest disappointments was discovering that VRBO could no longer be connected as it had been previously. This was never clearly communicated before the migration.
The software itself feels like a completely different product—and not in a good way. It is overly complex, unintuitive, and cluttered with constant pop-ups encouraging you to subscribe to additional Guesty services. Instead of making property management easier, it feels designed primarily to upsell more products.
When I decided to cancel my account, the process dragged on for months. Even now, I continue to see charges on my credit card that I cannot identify, and despite multiple inquiries, Guesty has still not explained them. It's disappointing because Guesty for Hosts was an excellent product. The replacement platform is, in my opinion, a significant step backward in usability, customer service, and overall customer experience. Based on my experience, I cannot recommend the current Guesty platform. I encourage anyone considering it to look at other options first. I only wish Guesty had preserved what made Guesty for Hosts so successful instead of replacing it with a platform that feels more focused on selling additional services than supporting its customers.

Brandon and his team were always very responsible and readily available to answer questions, proactively seek out issues and resolutions to the data import set, and figure out the best solution to fit our needs for our setup in Guesty. We had an extremely positive experience with him and it put our concerns at ease for such a massive migration of listings and reservation data into Guesty!

Alvin has been absolutely incredible throughout our Guesty onboarding.

He has been exceptionally knowledgeable, and whenever he hasn't had an immediate answer, he's found one incredibly quickly and always come back to me with clear guidance. Nothing has ever felt too much trouble.

What I've appreciated most has been the level of support he's provided throughout the entire onboarding process. It has genuinely felt like we were working together as a team. Rather than simply showing me the software, Alvin has consistently worked with me to find the easiest, most practical and most efficient way to onboard our business.

Changing PMS systems is a huge undertaking, and I went into the process feeling quite overwhelmed. Alvin has helped make what could have been an incredibly stressful transition feel manageable. His calm approach, responsiveness and willingness to problem-solve have given me confidence every step of the way and have played a significant role in ensuring a successful implementation for our business.

I genuinely feel very lucky to have had Alvin as our Onboarding Specialist. He has gone above and beyond my expectations, and his professionalism, patience and commitment to our success have been outstanding.

Thank you, Alvin. Your support has made a huge difference, and I couldn't recommend you more highly.

Helpful team. Swift and clear assistance.

Working with Usman to onboard our complex multi-unit property across multiple channels has been nothing short of an outstanding experience. Above all, it has been a genuine pleasure to be guided through and become familiar with the many "rabbit holes" of Guesty while optimizing our operations.

As someone who tends to push systems to their limits, my expectations were high, and our setup was far from simple. Yet Usman was there every step of the way, patiently tackling every challenge and finding effective solutions.

Beyond his exceptional technical expertise, Usman possesses outstanding soft skills. He takes the time to truly understand his clients' needs before proposing solutions, making every interaction efficient, productive, and reassuring. Whether he has the answer immediately or needs to coordinate with other teams, he takes ownership of the issue and follows through until it is fully resolved.

He builds trust, communicates with clarity, remains composed and positive under pressure, and approaches every situation with professionalism, patience, and empathy. These qualities make him not only an exceptional Guesty expert but also a genuine pleasure to work with.

I look forward to seeing his continued growth and success, and I recommend him without the slightest hesitation.

Paul is helpful and fast.

My company found ourselves in the awkward position of changing platforms in the middle of peak season. Guesty not only helped us make a successful transition, they went even further to connect us with product managers who showed genuine interest in our business and operational needs. Guesty has been a solutions and service oriented business partner with staff who understand who we are

Response to Guesty response: if one could simply reach out to you and have a conversation I would love to speak. However your system is constructed around multiple slow responding emails that never actually gets a person to speak with. If you “sincerely”want to speak. You call me. You have my information. And the beauty is if you call me I either answer the phone or call you back.

Original review; We had Guesty for almost two years. The system never seemed to be the seamless experience they offered. Customer service is abysmal. Find somewhere else to coordinate your listings.

Terrible property management software! Wasn’t getting notifications of bookings, couldn’t get customer service and couldn’t unsubscribe from service. Had to block charges via merchant services to get off platform. Even contacted the Better Business Bureau and was told by them that Guesty never responded to the complaint. Avoid at all cost!
And by the way, the response from Guesty invites me to contact them to talk about my complaint, but my primary complaint is total lack of response and they have all of my contact information….so if they were truly interested in improving they would contact me. Total sham of customer care.

Guesty great all in one PMS! We have been using Guesty for two years now and they constantly are fixing, pushing updates and improving. The team is also great and super responsive.

Easy all-in-one tool to manage STR. Clear dashboards and intuitive screens to manage reservations and distribution.

Takes forever to setup and need a lot of support tickets to get things working. Or have to pay extra while nothing was communicated upfront

I see all the benefits, that's why I've joined. But I just need 5 meetings with 1 week in between to get this things setup. 5 weeks!!! The onboarding coach couldn't do earlier. It's pretty long and very time consuming. Still half of it is working. They don't folllow-up themselves, I have to file support tickets. Because they're not proactive at all. I've had better experiences with other channel managers

Words cannot describe how amazing Or was with our Guesty onboarding.
He was thorough and his product knowledge was incredible. He set up everything in a way that suited our business and went above and beyond to make things as perfect as possible. His input was greatly appreciated and he has credit to the brand.

Ame was incredible. Really strong and supportive throughout the whole implementation process.

We want to give a huge shoutout to Usman on the Guesty technical team. He went above and beyond to help us get our project completed, working evenings and weekends to keep things moving and make sure we hit our deadlines. His dedication, responsiveness, and willingness to put in the extra hours made a real difference for our business. It’s rare to get this level of commitment from a support technician, and we’re genuinely grateful for it. Usman is a huge asset to the Guesty team, and we’d happily work with him again.

Or Geva was great in helping me set up my account and instructing me on what I needed to do.