FAQ
Quick answers to the most common questions about using GuestReply.
How secure is my PMS connection?
All connections use industry-standard security protocols. For OAuth-based integrations like OwnerRez, we never store your password. For API key integrations, all keys are encrypted and stored securely.
How long does it take to set up an integration?
Integrating your PMS with GuestReply takes less than 5 minutes following our step-by-step guides.
How secure is my PMS connection?
All connections use industry-standard security protocols. For OAuth-based integrations like OwnerRez, we never store your password. For API key integrations, all keys are encrypted and stored securely.
How long does it take to set up an integration?
Integrating your PMS with GuestReply takes less than 5 minutes following our step-by-step guides.
How do I get API credentials for PMS systems that require them?
For systems like Lodgify and Hostaway, you can generate API keys directly in your PMS dashboard. Follow our integration guides for step-by-step instructions on where to find these credentials.
Do I need to oversee which inquiries GuestReply should handle versus escalate to a human?
No, GuestReply handles this automatically. It responds instantly to routine inquiries and, for more complex cases, prepares draft responses for your quick review. You'll get an instant notification when your input is needed, with a pre-written response ready for your approval.
With no need for manual configuration, the AI continuously learns and adapts from your knowledge base, allowing it to manage even more complex queries over time, ensuring seamless, hands-off operations.
Can I set response time?
Absolutely, you have the ability to customize the response time to your exact specifications, be it immediate or with a brief delay, such as 2 minutes.
Do I need any technical experience to use GuestReply?
No, absolutely not. GuestReply is designed to be user-friendly and intuitive for property managers with no technical background required.
The platform is built specifically for hospitality professionals, not IT experts. Setup is simple—just connect your PMS through a guided process, and GuestReply automatically syncs your listings and conversations. Everything is managed through an easy-to-use dashboard with no coding, complex configurations, or technical knowledge needed. If you can manage your current PMS and send emails, you can use GuestReply successfully.
Will the system send messages based on guest time zone?
Messages are sent according to the property's time zone. When the AI generates messages, it uses the location of your property to ensure timing is appropriate for guests staying at that location.
Can I approve messages before they are sent?
Yes and no. It depends on which mode you're using.
Co-pilot Mode: Yes, you have full approval control. GuestReply drafts AI-generated messages that you can review, edit, and approve before they're sent to guests. This gives you oversight while still saving time on message composition.
Autopilot Mode: No, the AI automatically sends messages to guests without requiring your approval. This provides fully hands-free automation for faster response times. However, you can still manually send additional messages after the AI responds if you need to add more information or provide a personal touch.
You can switch between these modes based on your comfort level and how much control you want over guest communications.
Is there an onboarding session included?
Yes, all our users can book an onboarding session to set their account up and help them navigate and use our platform after registeration
How often does GuestReply sync with my PMS?
GuestReply automatically syncs with your PMS every 60 minutes to keep your listing details and guest information up to date.
If you need immediate updates, you can trigger a manual sync at any time by going to Settings → PMS and clicking "Sync Now" to refresh all listings instantly, or sync individual listings as needed.