Frequently Asked Questions

Yes, you can create and manage multiple companies from the same account. Each company gets its own subdomain, properties, and Stripe connection. Use the company switcher in your dashboard navigation to switch between them.

We review your company name, business address, contact information, and general completeness of your profile. Make sure all fields in your Company Settings are filled out accurately.

Navigate to Company Settings and scroll to the Team section. Click Invite Member, enter their email address, and choose a role (Staff or Admin). They'll receive an email invitation. See our Team Management guide for more details.

There are three roles: Owner (full access including billing and company settings), Admin (can manage properties, units, bookings, and guests), and Staff (can view and manage bookings and guest communication).

Guests need to create an account to make a booking. This allows them to manage their reservations, communicate with property owners, and leave reviews.

Navigate to your unit's detail page and use the Blocked Periods section to mark specific dates as unavailable. This prevents guests from booking those dates.

Yes. Each unit provides an iCal feed URL that you can sync with other platforms, and you can import external iCal feeds to block dates from Airbnb, VRBO, or other booking sites. This keeps your availability synchronized across platforms.

With instant booking enabled, guest bookings are automatically confirmed when they complete payment, without requiring manual approval. Toggle it from Company Settings → Booking Settings → Auto-confirm bookings. See our Managing Bookings guide for details.

Navigate to your unit's detail page and look for the Seasonal Rates section. You can create rate periods with custom nightly prices for specific date ranges. When a guest books dates that overlap a seasonal rate, that rate is used instead of the base price. A visual calendar shows all your rate periods at a glance.

From the property detail page, click Archive to soft-delete a property and all its units and bookings. Archived items can be found in the Archived section of your dashboard. Click Restore to bring an archived property back.

Navigate to Analytics in your dashboard sidebar. You'll see revenue trends, booking metrics, guest statistics, and property view data. See our Analytics & Insights guide for a full overview.

Yes. When your property has a valid address, an interactive Leaflet.js map is displayed on your explore page showing the property location. Guests with confirmed bookings can also see the exact location with directions.

Edit your unit and fill in the check-in instructions fields, including WiFi details, parking information, and house rules. These are shown to guests with confirmed bookings on their booking page.

From the guest detail page, you can add custom tags to organize and categorize your guests. Tags are visible across your team and can help you identify VIPs, repeat guests, or guests with special requirements.

Hearth Host & Stay charges a flat monthly subscription fee based on your plan. We do not take a commission on your bookings. Stripe charges its standard processing fee (typically 2.9% + 30 cents per transaction in the US). See our Pricing page for plan details.

Guests pay through Stripe Checkout, which supports credit and debit cards, Apple Pay, Google Pay, and other payment methods depending on your region.

Navigate to your property detail page and click Tax Rates. Add occupancy taxes (applied to bookings) or sales taxes (applied to store orders) with a name, rate percentage, and active toggle. Multiple rates can be stacked. Taxes appear as separate line items in Stripe Checkout. View collected taxes and export reports from the Tax Reports tab in your Revenue dashboard.

Navigate to Revenue in your dashboard and click the Payouts tab. This shows actual bank deposits from Stripe, synced automatically. Expand any payout to see which bookings and orders were included. Summary cards show deposited, in-transit, pending, and failed totals.

Go to Company Settings and scroll to the Canteen section. Click Enable Canteen ($10/month). The add-on is added to your existing subscription and prorated for the current billing cycle. You can disable it anytime from the same page.

Guests with a confirmed booking see an Order from Store button on their booking page. They browse your menu items, select quantities, add optional delivery notes, and check out via Stripe. Guests can track their order status in real time.

Navigate to Store Orders in your dashboard. New orders appear in real time. Advance each order through the workflow: Confirm → Start Preparing → Mark Ready → Mark Collected. Guests see updates instantly.

Yes. In your Store Settings, enable Pass Fees to Guest. When turned on, the Stripe processing fee appears as a separate line item at checkout and the guest covers it. When turned off (default), the fee is deducted from your transfer.

Enable Track Inventory when editing a menu item to set a stock count and low-stock alert threshold. Stock automatically decrements when orders are placed. Items at zero stock show an "Out of Stock" badge and can't be ordered. Low-stock items trigger a yellow warning banner on your Menu Items page. Items without tracking enabled are always treated as in stock.

Yes. Click the Export CSV button on the Store Orders page. The download includes order details, item breakdown, tax, payment status, and timestamps. The export respects your current status filter.

Yes. The entire platform is fully responsive and works on phones, tablets, and desktops. Both the owner dashboard and guest booking experience are optimized for mobile.

Yes. The Pages section in your dashboard includes a visual page editor where you can create custom pages for your subdomain. These pages appear automatically in your site navigation. You can use them for local guides, house rules, check-in instructions, and more.

Each booking includes a built-in messaging thread. Navigate to the booking detail page to send and receive messages. Both you and the guest can see the conversation. You'll receive a notification when a guest sends a new message.

The platform sends emails for booking confirmations, payment receipts, payment links, check-in reminders, review invitations, team invitations, and booking status changes. Guests and owners each receive the emails relevant to their role.

Yes. Navigate to Reviews in your dashboard, open the review, and submit an owner response (up to 1,000 characters). Your response is publicly visible alongside the guest's review.

Review invitations are sent automatically via email the day after a guest checks out. The invitation contains a unique link that lets the guest leave a review without needing to sign in. Links remain valid for 14 days.

Navigate to Inquiries in your dashboard to see all guest inquiries. You can view the requested dates, guest information, and any notes they included. Use this information to follow up when availability changes.

Automatic notifications for waitlisted guests are not yet available. For now, you can manually contact the guest through the inquiry detail page if their requested dates become available. We're working on adding automated notifications in a future update.