This article explains how to troubleshoot and resolve common issues when connecting a listing between Airbnb and Guesty.
You can connect your listings between Airbnb and Guesty in one of the following ways:
- Connect your account and import your listings to Guesty.
- Reconnect a disconnected listing.
When initiating the connection process, the listing's status will change to "Pending". It can take up to 24 hours to change to "Connected". Following a successful connection, it may take an additional 72 hours to import the listing's data, reservations, and guest messages.
"Pending" status
If the listing's status is stuck in "Pending" for more than 24 hours, check your notifications on the Airbnb extranet to see if any of your listings were flagged for violating Airbnb's rules or if further validation is necessary. If you don't see notifications, follow the steps in this Airbnb article to verify your listing. If your status is still pending after you’ve verified your listing on Airbnb, contact us.
"Failed" status
If the connection process fails, check the Airbnb integration page. The listing’s status will change to “Failed” and an error message may appear to the right of the status column. Hover over it to show additional details, and follow the instructions if any are displayed (for example, click Fix now, or contact Airbnb when directed).
If there are no instructions, or the error message is unclear, use this article to solve common connection issues.
First, follow the basic troubleshooting steps in the section below. Then, search for the error message you encountered in the “Error message” column in the table below, and follow the steps in the “Troubleshoot” column. Once done, click the “Failed” status on the integration page, and change it to Retry. Guesty will then try to reconnect the listing. If the issue persists, contact us.
Common errors and troubleshooting
- Check that your Airbnb account is in “Connected” status in the integration page. If the status is “Not connected”, reconnect the account.
- Ensure your listing’s settings match all requirements mentioned in the importing or reconnecting articles, according to the relevant connection process you commenced.
Address and location Issues
| Error message | Explanation | Action |
|---|---|---|
| "Apt cannot be null" | The apartment number is missing from the listing address when the listing type is an apartment. | When a listing type is an apartment, you must add the apartment number in the apartment field in the listing address in Airbnb. |
| "You can't change your listing's address once you've started receiving reservation requests. If you need to make an update, please contact support." | Airbnb doesn't allow changing a property's address after the first confirmed reservation. | Contact Airbnb Support to update your listing address. |
| "The values for lat and lng that you have specified are too far away from your address" | The property’s coordinates are too far from the listed address. | Follow these instructions to use coordinates as the listing's address in Guesty. |
Content & formatting errors
| Error message | Explanation | Action |
|---|---|---|
| "We can't save your info yet. Links and contact info can't be shared" | Text fields include prohibited content (links, emails, phone numbers, emojis, abbreviations, all-caps, etc.). | The listing's title, description fields, and house rules must adhere to Airbnb's Content Policy, and not include:
Update the text in Airbnb. |
| "...property_type_category must be one of [plane, bus, townhouse, serviced_apartment, castle, hostel, minsu, hut,..." | The Airbnb property type is not supported in Guesty. | Change the property type in Airbnb to one of Guesty's supported types. |
| "All caps isn't allowed in listing titles" | Listing titles cannot be in all uppercase. | Update the title in Airbnb to use proper sentence casing. |
Photos and media issues
| Error message | Explanation | Action |
|---|---|---|
| "Request entity too large"
"Photos should have length not less than minValue.pictures.length = 0, minValue = 1" |
The photos' file size was too large. | Re-upload your photos in Airbnb with a maximum resolution of 1920x1080 and a maximum file size of 4 MB. |
|
"This amenity is under review; no photo uploads or deletions are allowed." |
You are tying to delete a photo assigned to an amenity under review by Airbnb. You can't remove or delete photos until Airbnb finishes the process. |
Wait until Airbnb finishes their review to remove the photo. If you don’t know what amenity is under review, contact us. |
Listing status and sync errors
| Error message | Explanation | Action |
|---|---|---|
| "For Guesty internal use only. This listing has been published, you cannot change synchronization category to sync_undecided anymore. Error code: HTTP_RESPONSE_ERROR" | An attempt to fix a failed listing connection was made in Airbnb instead of Guesty. |
Disconnect the listing from the integration page in Guesty and reconnect it.
|
| "You do not have permission to access this resource" | The listing doesn’t exist on Airbnb or is inaccessible. |
Click If the listing is no longer displayed, make sure the listing is listed on Airbnb. |
| "You cannot publish this because: The listing is already available on the integration. Please reconnect it instead of publishing." | The listing already exists in the integration. |
If the listing is in the integration page, reconnect it. If the listing isn't in the integration page, click |
| "403 error API token is outdated" | The Airbnb listing ID is invalid or outdated. |
Click  on the integration page, then refresh the page. This will cause the Airbnb listing ID to disappear.
|
|
"To complete the import the listing must have: 1 or more beds." "To complete the import the listing must have: (1) At least 1 photo. (2) A full address. (3) 1 or more beds. Once updated, click Failed > Retry. Error code: IMPORT_MINIMUM_REQUIREMENTS_NOT_SATISFIED" "Path beds (0) is less than minimum allowed value (1)." |
The listing lacks required information: bed, photo, or full address. | Check that the listing has at least one photo, a full address, and at least one bed in Airbnb. |
| "Failed to import please contact Guesty's solution for more details." | The import failed for unspecified reasons. | Contact us. |
| "A listing with the nickname you chose already exists." | The chosen nickname conflicts with an existing listing in Guesty. | First, disconnect your listing from Guesty, then click to sync the account. Then, import the pulled listing. |
| "Your listing is suspended due to low ratings." | The listing was suspended by Airbnb based on low reviews or quality issues. | Contact Airbnb Support. |
| "You must accept additional Airbnb terms of service" | New terms of service must be accepted in Airbnb. | Click the provided link to accept Airbnb’s additional terms of service. |
Listing settings and policy violations
| Error message | Explanation | Action |
|---|---|---|
| "Invalid cancellation policy" | A “Firm” cancellation policy is not supported for listings in Italy. | Disconnect the failed listing from Guesty. Then, change the listing's cancellation policy to one of Airbnb's supported types. |
| "You need to register your place before you can list it." | Local hosting requirements or licenses may be required before listing. | If importing a listing from Airbnb, add your license details to Airbnb. |
| "allows_pets_as_host in booking settings should be enabled before setting PASS_THROUGH_PET_FEE" | A pet fee was set while "Allow pets" was disabled. | Set the listing to allow pets. |
|
Based on your cleaning fee of "X", the minimum nightly price you can change is "Y". |
There is an issue syncing the cleaning fee with Airbnb. The fee will only sync if it complies with the following rules: If the base price is less than $600, the cleaning fee must be between $5 to $600. If the base price is more than $600, the cleaning fee must be less than $600+25% of the daily price (base price for one night). |
Update the price of the cleaning fee or base price. You can use this calculation for listings with a base price of over $600: [(Nightly rate amount) x 25%] + $600 = maximum amount for the cleaning fee. |
| "Cannot remove guest requirements required by your building" | Building rules are applied to your listing, including guest requirements. | To use instant booking, add the two verification requirements.
If the issue isn't resolved, contact your building owner to understand what limitations apply to your listing. |
|
"Your request could not be completed because of a trust check error" |
Contact Airbnb's Support. |
Fee, pricing and occupancy
| Error message | Explanation | Action |
|---|---|---|
| "You've set a maximum stay of X nights. Choose a minimum stay less than that." | The maximum stay nights are set lower than the minimum stay nights. | Update the maximum or minimum nights in Airbnb so the minimum is less than the maximum. |
|
"You can only host long-term rentals (28 or more)" (or another number) |
The listing's minimum night must be higher than (the mentioned number). |
Update the number of minimum nights per stay. |
| "Please use a guests included number of at least 1." |
The number of guests in the extra person fee must be at least 1 |
In the "basic fees" setup, adjust the value of 'For each guest after' to 1 and click Save. |
| "Please use a value between X and Y" (cleaning fee) | Cleaning fee is outside Airbnb's allowed range relative to base price. | Check that your basic or additional fees aren't higher than the listing's base price. For example: If your base price is 100$, your pet fee must be between 0$ and 99$. |
|
"Please use a base price of at least X but no more than Y" "Please use a weekend price of at least X but no more than Y" |
Base or weekend pricing is outside the allowed range. | Adjust base or weekend price in Airbnb to comply with allowable limits. |