Common issues and how to fix them

1. A reservation isn't syncing from Airbnb

Cause: 99% of the time this is Airbnb rate-limiting our sync temporarily.

Fix: Go to Settings → Channels → Airbnb → Force resync. If the reservation still doesn't appear after 5 minutes, check that the listing is mapped correctly.

2. Double-booking on Airbnb + Booking

Cause: Both channels received the booking in the same minute, before availability could propagate.

Fix: Cancel one booking (your call — pick the higher-value one or the one that booked first). Shortrental automatically drafts a message to the guest explaining the situation with a full refund offer.

To prevent: set Calendar buffer (Settings → Calendar → Cross-channel sync delay) to 0 seconds. This is our default. If you've set it higher, reduce it.

3. AI is replying in the wrong language

Cause: The AI auto-detects language from the guest's first message. If their first message was in English but they later switched to German, the AI may still reply in English.

Fix: The AI retroactively updates its language detection after 2 messages. To force it: in the conversation, click AI → Set language → pick the right one.

4. Smart lock PIN isn't working

Cause: Most common: the lock's clock is off by more than 60 seconds.

Fix: For WiFi-connected locks: the lock will auto-sync next time it reconnects. Force a sync: Smart Devices → [lock] → Sync now.

For offline Igloohome: re-pair the lock via the Igloohome app to force a clock sync.

5. Cleaner can't see today's jobs

Cause: Most common: the cleaner hasn't been assigned to the listing's cleaning pool.

Fix: Settings → Team → [cleaner] → Listings — check the boxes for each listing they clean. Jobs appear in their portal within 60 seconds.

6. Guest messaged us but nothing in Inbox

Cause: 99%: the guest used Airbnb's post-stay review flow, not a regular message.

Fix: Check Reviews section. Post-stay reviews and thank-you notes land there, not in Inbox.

7. Automation didn't fire

Cause: Most common: a condition excluded the reservation (min stay, channel filter, etc.)

Fix: Automations → [rule] → Executions log — find the reservation, the log tells you exactly which condition skipped it.

8. Owner statement missing a line

Cause: The expense was categorized as "internal" (not passed through to owner).

Fix: Financials → Categories — re-categorize the expense as "pass-through" and regenerate the statement.

9. AI suggested something I disagree with

Cause: Your knowledge base doesn't have a rule for this case.

Fix: Open the conversation, click the AI draft, click Teach — add a rule explaining the preferred behavior. It applies immediately for future similar cases.

10. Can't find a setting

Cause: Settings are scoped by your role. If you're a Host/PM, some settings are admin-only.

Fix: Ask your workspace admin. If you are the admin and still can't find it, email support — we usually reply within 2 business hours.