Guesty communication
The following document contains information about the communication through the Guesty channel.
Last Update: Julio 2025
Revised by: Johanna García G.
Objetive
- Establish the use of the Guesty platform as the official communication channel, which centralizes messages from Airbnb, Booking, and Vrbo.
This releases the responsibility of monitoring direct chats received through the individual platforms.
However, please keep in mind that the Guesty platform has occasionally experienced issues, so direct communications on Airbnb, Booking, and Vrbo should not be neglected.
FAQ's
Which reservations can I make a closure call to?
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All reservations with a check-out date equal to or earlier than today, especially those not booked through Airbnb, can remain active for a year, allowing guests to leave a review.
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In the CRM, there is a view called CLOSURABLES where all non-Airbnb reservations eligible for a closure call are accumulated.
How does making a closure call affect my KPI?
- Once you have completed the entire closure call procedure as explained in this document, the system will award you 0.25 FDP (Front Desk Performance Points). These points will accumulate throughout the current month, and the agent with the highest number of FDP points at the end of the month will be named Agent of the Month and will receive an additional bonus. You can check the agents' ratings in real time from our Front Desk Control Panel, which is also available on the TV in the break room. Also you can check it from this link. Front Desk TV
I want to make a closure call, but the system does not display the button to mark the closure call
- The system will only allow a Closure Call to be made starting from the check-out date.