Help Questions
Find out more about our service with the answers below. Still no luck? Email us.
Top questions
How does the free trial work?
Choose any package you like and use it for 30 days absolutely free. There are no catches, you don't need to provide credit card information, and you'll get access to all our features during that time. At the end of your free 30 days, you pay to continue using GuestList, or just walk away.
How do I change or cancel my package?
You can change your account level or cancel at any time by clicking on the 'My Account' section when you're signed in to GuestList. Your account will be upgraded or downgraded immediately and your next monthly payment will change to the new amount. We charge monthly and don't offer part-refunds. If your payment is due in the next few days, changes may not take effect until the following month.
Isn't it cheaper for me to pay once for something off the shelf?
We don't think so. Your monthly subscription to GuestList means you always have the most up-to-date version, complete with new features, fixes and technical support. Plus you can access GuestList from anywhere, so you're not vulnerable to problems with your own computer, you don't need any additional hardware or software, and you can stay in control while you're away.
Signing up
How does the free trial work?
Choose any package you like and use it for 30 days absolutely free. There are no catches, you don't need to provide credit card information, and you'll get access to all our features during that time. At the end of your free 30 days, you pay to continue using GuestList, or just walk away.
How long am I committed for?
We charge a simple subscription fee so you only pay for one month at a time. You can cancel at any time and you won't be liable for any future payments. If your payment is due in the next few days, changes may not take effect until the following month.
What hardware and software do I need?
Just an internet-connected computer. If you can read this web page, you've got all the equipment you need. GuestList is entirely web-based, so all of your information is stored on our internet servers. You can also access your account from anywhere in the world with an internet browser.
Isn't it cheaper for me to pay once for something off the shelf?
We don't think so. Your monthly subscription to GuestList means you always have the most up-to-date version, complete with new features, fixes and technical support. Plus you can access GuestList from anywhere, so you're not vulnerable to problems with your own computer, you don't need any additional hardware or software, and you can stay in control while you're away.
How do I pay for GuestList?
We have a monthly subscription that is payable by debit or credit card. Just register your details once and we'll collect the money automatically as long as your account is live. You can change your package price or cancel at any time.
Your money
How do I change my payment details?
We use the WorldPay 'Shopper Management System' to handle all your billing, which means you have a direct agreement with WorldPay, so all your billing details are highly secure and looked after by one of the world's biggest payment handlers. You can login to the Shopper Management System to view and edit your details directly at any time.
Visit the Shopper Management System FAQS to learn more about how to manage your account.
What happens if I stop paying?
If we are unable to collect a monthly payment from your card, we will notify you immediately and suspend your account until you have provided new details. If we don't hear from you within 30 days, we will cancel your account and delete all your information. You can back up your data at any time.
What if you lose all my information?
We take significant measures to protect our website and your information, and because it's web-based you are not vulnerable to issues with your own computer. However, you will also be able to save all your information to your computer any time you want, in case you want to undo changes or recover from a loss of data.
How do I cancel or change my package?
You can change your account level or cancel at any time by clicking on the 'My Details' tab when you're signed in to GuestList. Your account will upgraded or downgraded immediately and your next monthly payment will change to the new amount. We charge monthly and don't offer part-refunds. If your payment is due in the next few days, changes may not take effect until the following month.
Your bookings
What if my units aren't available?
You have complete control of your bookings, and you can book rooms out for non-guest activity like maintenance or family stays. This will prevent any bookings during those periods.
Can I set rates for different units and times?
Yes. You can set individual 'suggested' rates for every one of your units in GuestList. With the advanced or premium packages, you can also set rates for different days, for example during an event or in the summer. Whenever you make an individual booking yourself, you can use the suggested rate or just specify an amount if you want to give guests a personal price.
What if I don't want someone's booking?
You can choose whether to let guests make their own bookings online, and can also cancel the booking once it's been made. Your guests can only make bookings themselves if you have the advanced or premium version of GuestList.
Your guests
What guest details can I keep?
Guest information includes standard contact details such as name, telephone, email and address. You can also store general notes like particular requests, so you can provide a more personal service. The notes field can include any text you want. While GuestList is secure, it is your responsibility to maintain guest details and comply with any data protection laws.
What occupancy and marketing information do I get?
GuestList keeps all your bookings in one place, which means you can see patterns over time. Your account includes reports on your occupancy levels for every unit, as well as information on revenue, number of guests, average stay, and return and cancellation rates. When you make a booking you can also say how guests found you, which means you can see which advertising methods are most effective.