Connecting to your preferred software partner

Airbnb works with leading software providers globally, and we want to make it easy for you to connect with them.

Here are some of the frequently asked questions that we receive from hosts. If you do not find what you are looking for here, please contact your representative from your channel manager for more assistance.

Airbnb works with leading software providers globally, and we want to make it easy for you to connect with them.

Here are some of the frequently asked questions that we receive from hosts. If you do not find what you are looking for here, please contact your representative from your channel manager for more assistance.

My rates and calendar are incorrect.

As all rates and availability on Airbnb are pushed through your channel manager, please contact a representative from your respective channel manager for assistance. Their contact details can be found below this page.

This sync problem can sometimes be an integration issue between Airbnb and your software. Hence, once this is raised to your channel manager's representative, they should be able to contact Airbnb's API tech team to find a solution.

I can't edit my listing details on Airbnb.

Check your sync settings by accessing your listings page. If your listings are on 'Everything Sync', all edits can and will only be made through your channel manager. Changing your sync setting to limited will enable to edit most fields of your listings. except for the rates and availability. These two settings can only be edited via your software. There's a video tutorial below showing you how you can change your sync setting on Airbnb.

We highly recommend the Limited sync setting!

Video Tutorial

I have duplicate listings that have been created.

Check to see if one is manually listed and if the other is API connected. If this is true, please contact the Customer Support team to assist you in deleting the extra listing and ensuring the mapping process is done correctly. There is also a video tutorial below showing you how to delete your listings.

My listings are not syncing on Airbnb.

Click into your 'Listings' page on Airbnb to check if there are any error messages that are reflecting. Make sure to remedy the error messages so that you can sync your listings.

Hosts who have selected the Super Strict cancellation policies for their listings will most likely get an error because you would need to satisfy certain conditions in order to use these cancellation policies. One of them is to make sure that you enter your business details in your airbnb account settings.

Why can't I connect Airbnb to my software?

Make sure you are logged into the correct account while you add Airbnb as a channel in your software on a separate tab in your browser. If you are unable to do so or locate Airbnb in your list of channels, please contact your software partner and they will be able to sort it out for you.

Or, contact a representative from your respective channel manager for assistance. Their contact details can be found below this page.

Why am I getting an error and can't map my rate plans across?

Each listing needs to meet a minimum requirement for your software to successfully push it to Airbnb. Here are the requirements:

  • Include at least 8 characters in the listing title
  • Write at least 50 characters in the listing description field
  • Upload at least 7 photos, including 3 high-resolution (800x500 pixels) photos
  • Detail at least 5 amenities in your listing

More info here

Or, contact a representative from your respective channel manager for assistance. Their contact details can be found below this page. They would be able to read the error messages on your behalf

Who do I contact on Airbnb

Kindly contact our customer service team for any Airbnb account- and listing-related questions.

Their contact details are: Contact us

Reach our Customer service center at +65 6622 7306 (SG), +61 2 8520 3333 (AU) or +1800 723 1238

Visit our Airbnb help centre

My listings are under the "Failed to Import" tab on Airbnb
  1. Go to your Listings tab in your account
  2. You will see a "fix issue" button beside the listing that has failed to import. Example
  3. Go through the process of fixing the issue.
Tasmanian listings need to go through a simple pass through registration.

If your listing is located in Tasmania, it needs to go through a pass-through registration process on Airbnb. The listing will be placed under "Failed to Import" tab before it can be allowed to be published.

Here's a quick tutorial on how to fix the issue and publish your listings

It is a simple step for hotel hosts in Tasmania since you are by default exempted.

For non-hotel hosts: Review the Tasmania government exemption and permit summary 1 pager and Visitor Accommodation Act FAQs for more information

Registration number: If you need to register, you can do so and receive a permit ID via their local council. You should then fill out this form and submit it to their local council if they are not exempted.

Other API connection-related questions

If you have other questions, please go to our hosting help center that contains top software-related questions to hosting.

My minimum nights restriction does not change after I connected my listing to my channel manager. Why?

When you've created a manual listing on Airbnb and have decided to connect it to your channel manager, it is advisable to delete your availability settings in your listing so that the settings in your rate plans will reflect in your Airbnb listing after the connection.

How do I switch Channel Managers?

To switch channel managers, you should first disconnect your listings from your channel manager, and then disconnect your Airbnb account from it after.

  1. Disconnecting listings from channel manager.
  • Go to your Listings page
  • Select listings by ticking on the tick-boxes on the left of each listing
  • Click on "Edit Selected" on the top right of the page
  • A left panel will pop up. Scroll to find Sync Settings
  • Click on Disconnect
  1. Disconnecting Airbnb account from channel manager
Switch your sync settings

If you'd like to update your content via Airbnb extranet rather than via your software provider, do switch your sync settings from 'Everything' to 'Limited'.

Merging your listings

This is a mandatory step for when you have an existing manual listing on Airbnb, and you are connecting it to your software. You would need to merge both together to prevent having duplicates for the same listing. This will not be done automatically as you would need to log in to complete this step before you hit publish. You should also see a notification in your Airbnb Dashboard when you log in after you mapped listings from your channel manager.

Software partner contact details

Resbook

Phone number: + 64 9 966 2141

Resonline

Phone number : +61 7 5668 2540

Travelclick

Synxis

AU: 1800 753 157 NZ: 0800 453 792 Fiji: 00800 3245

Newbook

Phone number - 1300 744 458

Guesty

Phone: +61 2 8520 1076

Cloudbeds

Hirum Hisite

Phone: +61 7 5574 4990

RMS

+61 383999462 Press option 1

STAAH

NZ : +64 9 480 8184 Australia: +61 408 326646 India: +91 90 9991 2083 Malaysia & Singapore: +60 12 278 7422 Thailand: +66 98 636 9787 Philippines: +66 98 636 9787 Indonesia +62 8113 999947 UK & Europe: +44 01223 459 242 Africa: +91 82918 62586

Siteminder

NZ Toll Free: 0800 452 450 Australia: +61 2 9221 4444 Hong Kong: +852 3018 8590 Indonesia: 001 8030 6131 875 Philippines: +63 2231 3977 Singapore: +65 6690 7227 Taiwan: +886 2 7705 4489 Thailand: +66 2 105 4160 Vietnam: +84 24 7300 0021