# Santara AI Documentation

> Santara AI is AI operations management software for short-term rentals: one workspace for your channels, your calendar, your guests, your team and your books.

# Start here

## What Santara AI does

Source: https://docs.santara.ai/start/

One workspace for the channels you sell on, the calendar behind them, the people who clean, and the money at the end.

Santara AI is operations software for short-term rentals. You connect the places you already
sell — Airbnb, Booking.com, your own booking site — and from then on there is one calendar, one
inbox, one cleaning schedule and one set of books, instead of a browser with six tabs open.

It is not a listing site. Santara never takes a commission on a booking, and guests never book
"through Santara" unless you publish your own [direct booking site](/setup/booking-site/), which
is yours and paid into your own Stripe account.

## What it replaces

| Instead of | You get |
| --- | --- |
| Checking three extranets each morning | **[Today](/daily/)** — arrivals, departures, and what needs a decision, written out |
| Copying dates between calendars | **[One calendar](/daily/calendar/)** — every night, every room, pushed to every channel |
| Two message inboxes | **[Messages](/daily/messages/)** — one thread per guest, replies go back out on the channel they booked on |
| A WhatsApp group for cleaning | **[Tasks](/daily/tasks/)** — turnovers created automatically the night before a checkout |
| Editing prices by hand every Sunday | **[Smart pricing](/money/pricing/)** — rules that move nightly rates by season, lead time and how full you are |
| A spreadsheet per owner | **[Reports and accounting](/money/reports/)** — revenue in, costs out, owner statements |

## What is actually automatic

Santara is deliberate about this, because software that acts on a live listing without being
asked is how a host loses a booking:

- **Turnover tasks** appear on their own the night before each checkout.
- **Bookings, guests, messages and reviews** sync from every connected channel.
- **Prices** worked out by your pricing rules are published to the channels.
- **Upsell opportunities** — late checkout, an extra night, early arrival — are spotted from the
  calendar and offered to you as a draft.
- **The daily brief** is written for you each morning, in your language.

And what is not:

- **Your calendar is not taken over when you import a listing.** Importing reads your listings;
  it changes nothing on the channel. Control only moves when you press **Go live**. See
  [Going live](/channels/going-live/).
- **Prices you type by hand stay put** unless you explicitly allow the pricing engine to
  overwrite them.
- **Nothing is sent to a guest without you.** The assistant and the message tools draft; you send.

## Who it is for

Hosts with one villa up to operators running a few hundred doors. The screens are the same; what
changes is who can see what — see [Team and roles](/setup/team/). Cleaners get their jobs and
nothing else. Owners get statements, not your inbox.

:::tip[Set up in the order the product suggests]
The [setup checklist](/start/quickstart/) at the top of the workspace is three steps —
connect a channel, import your listings, check prices and details. Doing them in order means the
data lands correctly the first time and there is nothing to unpick later.
:::

---

## Quickstart

Source: https://docs.santara.ai/start/quickstart/

From an empty workspace to live on your channels. Four steps, about half an hour, most of it waiting for a channel to answer.

This is the short path. Every step has a page of its own if you want the detail.

## Before you start

- You need admin access to the Airbnb account or Booking.com extranet you want to connect. A
  co-host invitation is not enough for Airbnb — the connection is authorised by the account that
  owns the listings.
- Have your bank/tax details to hand only if you plan to take **direct bookings**. Channel
  bookings need nothing from you.
- Do it on a laptop. The setup screens work on a phone, but the listing mapping table does not
  enjoy it.

## 1. Create your workspace

Sign up, confirm your email, and you land on **Today** with a **Get set up** checklist at the top.
The checklist is the same three steps below and it tracks your progress — you can leave and come
back.

Set your language and timezone now, under **Settings → Personal**. The timezone decides what
"today" means for arrivals, cleaning and the daily brief, so getting it right first saves
confusion later.

## 2. Connect a channel

**Settings → Channels**.

- **Airbnb** — press *Connect Airbnb*, authorise on Airbnb's own page, and come back. Santara
  reads the listings the account shares with it. Full walkthrough:
  [Connect Airbnb](/channels/airbnb/).
- **Booking.com** — you first add our connectivity provider in your extranet, then enter your
  Hotel ID here. Full walkthrough: [Connect Booking.com](/channels/booking-com/).

Not on either? You can [create properties by hand](/setup/properties/) and still use the calendar,
messages, cleaning and your booking site.

## 3. Import your listings

After authorising, you get a list of the listings on the account. Untick anything you do not want.
For each one, choose whether it becomes a **new property** or a **room inside a property you
already have** — a villa with three bedrooms sold separately is one property with three rooms.

Press *Set up listings*. Santara creates the properties and rooms, maps each listing, and reads
the rates from the channel.

:::caution[This does not go live]
At the end of the import you will see **Set up — not live yet**. Your listings are mapped and
your rates are read, and the channel still runs its own calendar. Nothing syncs out until step 4.
:::

## 4. Check the details, then go live

Open **Properties** and look at each imported room:

- **Nightly price** — a room with no price cannot sell.
- **How many guests it sleeps** — channels do not always share this, and it drives extra-guest
  pricing and the booking site.
- **Photos, wifi, door code, address** — used by guest messages and your booking site.

Then go back to **Settings → Channels** and press **Go live**. That is the moment Santara takes
over the calendar. Read [Going live](/channels/going-live/) first — it is one page and it explains
exactly what changes.

## What happens next

Within a few minutes:

| You'll see | Where |
| --- | --- |
| Existing and future reservations | [Bookings](/daily/bookings/) and [Calendar](/daily/calendar/) |
| Past guest conversations | [Messages](/daily/messages/) |
| Reviews guests left you | [Reviews](/daily/reviews/) |
| A turnover task for tonight's checkouts | [Tasks](/daily/tasks/) |
| Your first daily brief | [Today](/daily/) |

History imports can take a few minutes on a large account. If a screen looks empty, give it five
minutes and refresh before assuming something is wrong.

## Then, when you have time

1. [Set up pricing rules](/money/pricing/) so your rates move by season and lead time.
2. [Invite your team](/setup/team/) — cleaners see only their jobs.
3. [Publish a direct booking site](/setup/booking-site/) and stop paying commission on repeat guests.

---

## How Santara is put together

Source: https://docs.santara.ai/start/concepts/

Workspace, property, room, rate plan, listing, connection. Six words that explain every screen in the product.

Almost every question about "where does this live?" is answered by these six words. They are worth
five minutes.

## Workspace

Everything you see belongs to one **workspace** — your properties, your team, your billing, your
booking site. If you manage two portfolios that must never mix, they are two workspaces, and you
switch between them from the account menu.

Your login is separate from the workspace. One person can be an owner in their own workspace and a
cleaner in someone else's.

## Property, then room

A **property** is a building or an address. A **room** is a bookable unit inside it.

| What you sell | Property | Rooms |
| --- | --- | --- |
| A whole villa, one listing | The villa | One room — the whole villa |
| A 3-bedroom villa let by the room | The villa | Three rooms |
| A small guesthouse, 8 units | The guesthouse | Eight rooms |
| Five apartments in one block, sold separately | Usually five properties | One room each |

![A workspace holds properties; a property holds rooms; each room carries its own rate plan and maps one-to-one to a channel listing.](/diagrams/object-model.en.svg)

**The room is what guests book, and the room is what is billed.** Prices, availability, photos,
capacity and channel mappings all hang off the room. The property holds what they share: the
address, wifi, the house rules, the cleaning group.

Some facts exist at both levels — wifi, door code, access notes. Set them on the property and
every room inherits; set them on a room and that room wins. See
[Properties and rooms](/setup/properties/).

## Rate plan

A **rate plan** is the price a room sells at, plus the rules attached to it: minimum stay,
how many guests are included, what each extra guest costs, cancellation terms.

A room can have more than one rate plan (a flexible rate and a cheaper non-refundable one, for
example). Imported rooms arrive with a rate plan built from what the channel had.

The nightly price on the calendar is the rate plan's price for that night. Pricing rules change
that number; they do not create new plans.

## Listing and connection

A **connection** is one channel account you have linked — one Airbnb login, or one Booking.com
property. You can have several, including several Airbnb accounts.

A **listing** is one thing on that channel that maps to one Santara room. Mapping is one-to-one:
this Airbnb listing is that room. When a listing is mapped and the channel is active, that room's
availability and prices flow out, and its bookings and messages flow in.

A listing goes through these states, and the wording on screen matches:

| State | Meaning |
| --- | --- |
| **Not connected** | The channel account is not linked yet |
| **Linked — not mapped yet** | We can see the listing; it points at no room |
| **Mapped — awaiting activation** | It points at a room, but the channel is not handing over yet |
| **Live** | Availability and rates sync out, bookings and messages sync in |

Nothing moves from *mapped* to *live* on its own. See [Going live](/channels/going-live/).

## Reservation, guest, thread

A **reservation** (also called a stay or booking) belongs to a room and a date range. A **guest** is
a person, and the same person across two stays is one guest with a history. A **thread** is the
conversation with that guest — one per reservation on most channels.

## Capability, not job title

Access is not "cleaners see three screens". Every screen and every API route asks for a named
**capability** — `stay.read`, `pricing.write`, `guest.message.send` — and your role is a bundle of
them, optionally narrowed to certain buildings. That is why a cleaner can see which building a job
is in without being able to open your estate. See [Team and roles](/setup/team/).

## Money words

- **Revenue** in Santara means **net payout** — what the channel actually pays you, after its
  commission. It is labelled on screen wherever it is shown, because gross and payout differ by
  15% and mixing them up ruins a year of reporting.
- **RevPAN** is revenue per available night: revenue divided by every night you had to sell.
  It is the number the pricing engine is judged on, because ADR and occupancy each move on their
  own and neither alone tells you if you are winning.

---

## Your first week

Source: https://docs.santara.ai/start/first-week/

What to look at each morning, what to do once a week, and what you can safely leave alone.

Once you are live, the product settles into a rhythm. This is it.

## Every morning — five minutes

Open **Today**. The daily brief is written for the workspace at the time you set, and says, in order:

1. **What needs a decision** — a guest asking something, an unconfirmed arrival, a clean with
   nobody assigned.
2. **Arrivals, in-house and departures** for today.
3. **Cleaning** for the next three days, grouped by cluster, with a message you can paste
   straight into WhatsApp.
4. **Revenue so far** this month against last.

If a card says something needs you, tap it — it opens the exact screen. If nothing does, you are
done for the morning.

Then glance at **Messages**. Anything urgent is sorted to the top with a reason attached.

## Through the day

You do not need to sit in the product. Things that need you produce a
[notification](/setup/workspace/#notifications) in the bell menu — a new booking, a change, a
cancellation, a clean assigned or finished, a ticket opened or done.

## Once a week — twenty minutes

- **[Calendar](/daily/calendar/)** — scan the next 60 days. Look for gaps of one or two nights
  between bookings; those are what [pricing rules](/money/pricing/) and
  [upsells](/money/upsells/) are for.
- **[Upsells](/money/upsells/)** — accept or dismiss what has been found. Each one is a draft
  message you can send in a tap.
- **[Reviews](/daily/reviews/)** — reply to what came in. On Airbnb, both reviews only appear once
  you have each written one, so a guest review you have not returned is money left on the table.
- **[Reports](/money/reports/)** — where the month is against the last.

## Once a month

- **[Accounting](/money/accounting/)** — log the cleaning, maintenance and utility costs against
  each property, then close the period and issue owner statements.
- **[Pricing](/money/pricing/)** — look at the performance panel. RevPAN up and the engine settling
  down (fewer, smaller moves) is what good looks like.

## What you can leave alone

- **Turnover tasks.** They create themselves the night before each checkout.
- **Bookings, guests, messages, reviews.** They sync.
- **Published prices.** Once a rule set is assigned and auto-publish is on, rates go out on their
  own — including to the channels.
- **Availability.** A booking on any channel closes the night everywhere.

## When something looks wrong

Do these three in order before anything else:

1. **Settings → Channels** — is the connection still *Connected*, and when did it last sync?
2. Press **Refresh** on the connection. A channel that dropped a webhook catches up here.
3. Ask the [assistant](/help/assistant/) — it can read your workspace, so "why isn't the 14th
   showing as booked on Airbnb" is a fair question.

Still wrong: [Troubleshooting](/help/troubleshooting/), then
[contact support](/help/support/) from inside the product so the message arrives with your
workspace attached.

---

# Connect your channels

## How channel connections work

Source: https://docs.santara.ai/channels/

What a connection is, what syncs in each direction, and the four states a listing passes through.

Santara connects to the channels you sell on through a certified channel manager. Once a listing
is live, four things flow:

| Direction | What moves |
| --- | --- |
| **Out to the channel** | Availability, nightly rates, minimum stay, restrictions |
| **In from the channel** | Reservations, cancellations, guests, messages, reviews |
| **In, once, at import** | Listing details — title, photos, amenities, capacity, existing rates |
| **Out, on demand** | Your reply to a guest message; your reply to a review |

Anything else stays where it is. Santara does not edit your listing's description, and it never
changes a price on a channel that you did not either type or ask a pricing rule to work out.

![Availability and rates go out to the channel; bookings, guests, messages and reviews come back. Listing details arrive once, at import.](/diagrams/sync-directions.en.svg)

## Supported channels

| Channel | How it connects | Status |
| --- | --- | --- |
| **Airbnb** | You authorise Santara on Airbnb, then pick listings | Available |
| **Booking.com** | You add a connectivity provider in the extranet, then enter your Hotel ID | Available |
| **Your booking site** | Built into Santara, no connection needed | Available |
| **VRBO** | Via the same channel manager | On the roadmap — it appears in Settings → Channels as a greyed card until it ships |
| **PriceLabs** | Read-only detection: if you run PriceLabs, Santara's own pricing engine stands aside | Available |

## Connections and accounts

A **connection** is one channel account. You can connect:

- several **Airbnb accounts** to one workspace — a common case for managers who hold listings
  under different host logins;
- several **Booking.com properties**, one per Hotel ID.

Each connection has its own page under **Settings → Channels** showing its listings, when it last
synced, and every action available for it. Nothing in Santara assumes there is only one of
anything.

## The four states of a listing

This vocabulary is used identically on every screen:

![The four states a listing passes through, with Go live as the gate before the last one.](/diagrams/listing-states.en.svg)

1. **Not connected** — no channel account is linked.
2. **Linked — not mapped yet** — Santara can see the listing on the channel, but it does not point
   at any room here. Nothing syncs.
3. **Mapped — awaiting activation** — it points at a room. Still nothing syncs; the channel has not
   handed over.
4. **Live** — availability and rates go out, bookings and messages come in.

The gap between 3 and 4 is deliberate and it is yours to close. See
[Going live](/channels/going-live/).

## Sync timing

- **New bookings, cancellations and messages** arrive within seconds to a minute, pushed by the
  channel.
- **Availability and rate changes you make** are pushed as you save them, usually visible on the
  channel within a minute.
- **A full re-read** of a connection happens when you press **Refresh** on it, and on a schedule.

If a channel has an outage, changes queue and drain when it recovers. You do not need to repeat them.

## What disconnecting does

Disconnecting a connection stops syncing and removes the reservations, guests, messages and reviews
that came from it. **Nothing on the channel is affected** — your listing, its calendar and its
bookings are untouched there. You can reconnect the same account later and import again.

Removing a single listing (**Remove from Santara**) does the same for that one room.

:::caution
Disconnecting is not the way to pause. If you want the channel to stop taking bookings for a
while, close the dates in the [calendar](/daily/calendar/) instead — that keeps your data and your
history.
:::

---

## Connect Airbnb

Source: https://docs.santara.ai/channels/airbnb/

Authorise the account, pick your listings, check what was read, then go live when you are ready.

## What you need

- The **Airbnb account that owns the listings**. A co-host who cannot see Account settings cannot
  authorise the connection.
- Popups allowed in your browser — the authorisation opens in a window. If it is blocked you will
  see *"Your browser blocked the popup"*; allow it and press *Connect Airbnb* again.

## 1. Start the connection

**Settings → Channels → Connect Airbnb**.

You are asked, optionally, which existing Santara properties this account's listings belong to.
If you have no properties yet, skip it — they get created from the listings.

Press **Continue to Airbnb**. Sign in on Airbnb's own page and approve the connection there. The
Santara tab shows *Waiting for you to finish authorizing on Airbnb* until you do.

If you close the window before approving, you will see *Authorization wasn't completed*. Nothing
was connected; press **Try again**.

## 2. Map your listings

Once Airbnb shares the account's listings you get a table. For each listing:

- **Untick** anything you do not want in Santara.
- Choose where it goes under **Import into**:
  - **New property — created from this listing** — the usual choice for a whole-home listing.
  - **An existing property** — then pick **which room**, if that property has more than one. Use
    this when several Airbnb listings are bedrooms of the same villa.
- A listing already connected elsewhere is marked *already connected* and cannot be picked twice.

Press **Set up listings**. Santara then:

1. creates the properties and rooms,
2. maps each listing to its room,
3. reads the listing's rates from Airbnb.

:::caution[Nothing has gone live]
The screen now says **Set up — not live yet**. Airbnb still controls these calendars. Read
[Going live](/channels/going-live/) before the next step.
:::

## 3. Read what came back

The review screen lists what was read from Airbnb per listing:

- **Nightly price**, weekend price, guests included, extra-guest price, cleaning fee.
- **Kept on Airbnb** — settings Santara has no exact equivalent for. They still apply on Airbnb;
  they are shown so you know they exist.
- **Worth checking on Airbnb** — values that looked unusual. Santara flags rather than guesses.
- **We could not read this listing's price safely** — the room keeps its own price and nothing was
  invented. Set a price on the room before going live.

:::tip[Why the refusals]
A mis-read price on a live listing is a real loss, so the importer refuses ambiguous data instead
of guessing at it. If a listing's price could not be read at all, its channel link is held back
until a real price exists — the link restores itself once one does.
:::

## 4. Go live

**Go live on Airbnb** hands calendar control to Santara. Availability starts syncing. **Prices stay
as they are on Airbnb** until you change one here or a pricing rule publishes.

If a listing does not go live, the reason is shown as Airbnb gave it:

| Message | What to do |
| --- | --- |
| *Airbnb has not finished linking this listing yet* | Wait a minute, press Go live again |
| *The listing's currency has not synced yet* | Wait a few minutes and retry |
| *This room is missing its channel setup* | Remove the listing and import it again |
| *Airbnb did not confirm it went live* | Retry once; if it repeats, [contact support](/help/support/) |

The other listings still go live. A partial result leaves the rest set up and retryable.

## Several Airbnb accounts

Press **Connect another account** and repeat. Each account gets its own connection page with its
own listings. Connecting an account that is already connected is refused — disconnect the existing
one first.

## Removing things

- **Remove from Santara** on one listing — removes that room's imported reservations, messages,
  guests and reviews. Your Airbnb listing is untouched. You can import it again later.
- **Disconnect** the account — the same, for every listing on it, and syncing stops.

## Guest messages and reviews

Once live, Airbnb conversations appear in [Messages](/daily/messages/) and replies you send there
go back to Airbnb. Guest reviews appear in [Reviews](/daily/reviews/), and you can publish your
review of a guest to Airbnb from there — see the warning on that page, it cannot be undone.

---

## Connect Booking.com

Source: https://docs.santara.ai/channels/booking-com/

Add the connectivity provider in your extranet, enter your Hotel ID, map your rooms, and Santara activates the channel for you.

Booking.com works differently from Airbnb: there is no login popup. You give Booking.com
permission in your own extranet, then tell Santara which property to attach to.

## 1. Enable the connection in your extranet

In the **Booking.com extranet**:

1. Open **Account → Connectivity provider**.
2. Search for **Channex** — our connectivity partner.
3. Select it and **accept the connection agreement**.

Nothing happens in Santara until this is done. The connect dialog has a checkbox confirming you
have done it, and it is there because skipping this step is the single most common reason a
Booking.com connection fails.

## 2. Enter your Hotel ID

**Settings → Channels → Connect Booking.com**.

Your **Hotel ID** is the number shown at the top of the extranet, beside the property name — for
example `1234567`. Optionally give the connection a display name.

## 3. Link it to a property

Choose the Santara property this hotel belongs to. The hotel connects **directly to that
property** — no new one is created — and any other rooms found in your extranet are added to it as
they are discovered.

No properties yet? Choose **New property — created from this hotel**, and it is created for you.
If the property is already on Airbnb, it is marked *already on Airbnb* — that is fine and expected;
one property sells on both.

Press **Connect property**. Unlike Airbnb, this happens immediately — there is no window to wait on.

## 4. Map your rooms

Santara asks Booking.com for the rooms on that hotel and shows them under **Your rooms**. For each
one, pick the Santara room it is.

If nothing appears, press **Find my rooms** again, or use **Connect a room to a property yourself**
and enter them by hand from the extranet's **Property → Rooms & rates** page:

- **Room name** — for example *Standard Double Room*
- **Room ID** — for example `437213702`
- **Rate ID(s)** — for example `25014098, 25014104`
- **Guests** — how many the room sleeps

Then press **Map, activate & sync**. Santara maps the rooms, activates the channel, and syncs
bookings, reviews and messages, showing each stage as it goes.

## What can hold a room back

| On screen | Meaning |
| --- | --- |
| *Linked — not mapped yet* | Booking.com knows the room; it points at no Santara room |
| *Mapped — awaiting activation* | Mapped, but the channel has not activated. Bookings sync after activation succeeds |
| *stayed linked but not mapped — its rate plan doesn't price a guest count Booking.com accepts* | The room's rate plan has no price for an occupancy Booking.com requires. Open the room's rate plan, price the occupancy, and map it again |
| *No rooms found yet* | Check the Hotel ID and that the connectivity provider was accepted, then refresh |

Santara will not guess an occupancy price on a live listing. That refusal is deliberate: a guessed
price on Booking.com sells real nights at the wrong rate.

## Rates on Booking.com

Booking.com does not expose your rates to a connectivity provider in a way that can be read back.
Prices you set in Santara are pushed **out** to Booking.com; nothing is imported **in**. Set your
prices here (or with [pricing rules](/money/pricing/)) and treat Santara as the source of truth.

## Changing or removing

- **Change property** — future reservations and messages land on the property you pick. Everything
  already imported stays where it is and your room mappings are kept.
- **Remove from Santara** on one room — removes its imported data here only.
- **Disconnect** — stops syncing and removes this property's imported Booking.com data. Your
  extranet is untouched. You can reconnect the same Hotel ID later.

:::caution[If the channel disappears]
*"This channel was removed on the channel manager side"* means the connection was cancelled
upstream — usually because the connectivity provider was removed in the extranet. Syncing has
stopped. Re-accept the provider in Booking.com, then disconnect and reconnect here.
:::

---

## Going live

Source: https://docs.santara.ai/channels/going-live/

Importing a listing does not hand over your calendar. This page is what changes when you press Go live, and what to check first.

Read this before you press the button. It is the one page in these docs that describes an action
you cannot quietly undo.

## The promise

**Importing a listing never takes control of its calendar.** After an import, your listings are
created, mapped and priced from the channel's own data, and the channel keeps running exactly as
it did. You can look at everything, change what is wrong, and leave it sitting there for a week.

Control moves at one moment, by one deliberate action: **Go live**.

![The four states a listing passes through, with Go live as the gate before the last one.](/diagrams/listing-states.en.svg)

## What Go live changes

From that moment, for the listings you took live:

- **The channel hands calendar control to Santara.** Availability is now driven from here. A
  booking on any channel closes the night on every channel.
- **Rates are pushed from here.** Prices stay exactly as they are on the channel until you change
  one in Santara or a [pricing rule](/money/pricing/) publishes.
- **Restrictions are pushed** — minimum stay, closed-to-arrival, and the rest.
- Bookings, guests, messages and reviews were already syncing in from the import; that does not
  change.

## Check these five things first

1. **Every room has a nightly price.** A room with no price cannot sell, and going live with a
   zero price is the one mistake with a same-day cost. Santara blocks a zero-price channel link
   for exactly this reason, but check anyway.
2. **Occupancy is right.** How many guests each room sleeps drives extra-guest pricing and what
   Booking.com will accept.
3. **The calendar looks like the channel's calendar.** Open [Calendar](/daily/calendar/) and
   compare a month against the channel. Existing bookings should already be there.
4. **The right rooms are mapped to the right listings.** A crossed mapping sends the wrong
   availability to the wrong listing, which is worse than no mapping.
5. **Your availability count.** Availability is capped at the room's unit count. If a room is
   one apartment, it sells one night at a time — if you have set a unit count of 3 by accident,
   you have just offered three.

## Going live listing by listing

You do not have to take everything live at once. Go live on one listing, watch it for a day, then
do the rest. Listings that are not live stay set up and keep their mapping.

## If it does not work

The failure is shown as the channel reported it. Common ones and their fixes are in
[Connect Airbnb](/channels/airbnb/#4-go-live). A partial result is normal: the listings that went
live are live, the rest stay set up, and you can retry.

## Pausing or backing out

- **To stop selling nights**, close the dates in the [calendar](/daily/calendar/). This is the
  right way to pause. Your data and history are kept.
- **To hand control back**, remove the listing from Santara or disconnect the connection. Your
  channel listing and its calendar are unaffected, but the reservations, messages and reviews
  imported here are removed with it.

:::caution[Bookings taken while live are real]
Anything a guest books during the live period exists on the channel and must be honoured, whatever
you do in Santara afterwards. Disconnecting removes the record from here, not the obligation.
:::

---

## Managing listings after setup

Source: https://docs.santara.ai/channels/listings/

Import one more, unlink one, move a listing to a different room, and read what each connection is doing.

Everything below lives on **Settings → Channels**, or on a connection's own page — open a
connection to get the full list of its listings, each managed on its own.

## The connection page

Each connected account has its own page showing:

- **Status** and **last sync** time.
- **Listings on this connection**, each with its state — *linked*, *mapped*, *live* — and the
  Santara room it points at.
- **Refresh**, which re-reads everything from the channel now rather than waiting for the schedule.

Use **Refresh** first whenever something looks stale. It is safe, it is idempotent, and it fixes
most "the channel and Santara disagree" reports on its own.

## Import a listing you skipped

Open the connection, press **Find listings on this account**, and the listings not yet imported are
listed. Pick where each goes, exactly as at first import. New listings you create on the channel
later show up here too.

## Add another account

**Connect another account** on the same channel. Common for managers holding listings under several
Airbnb logins. Each connection is independent — its own listings, its own status, its own sync.

## Move a listing to a different room

Remove the listing from Santara, then import it again into the room you want. There is no in-place
re-point, on purpose: the reservations and messages that arrived belong to the room they arrived
on, and silently moving them would rewrite history.

For **Booking.com**, the property a hotel is linked to *can* be changed in place — **Change
property**. Future reservations and messages land on the new property; everything already imported
stays where it is.

## Remove one listing

**Remove from Santara** removes that room's imported reservations, messages, guests and reviews.
Your listing on the channel is not affected. You can import it again later; the history comes back
with it on the next sync.

## Disconnect an account

**Disconnect** stops syncing and removes everything imported from that account. The channel side is
untouched. Reconnecting the same account later is allowed and normal.

Trying to connect an account that is already connected gives *"This Airbnb account is already
connected"* — disconnect the existing connection first.

## Deleting a property that is still connected

Santara refuses. Disconnect its listings first, so they are cleaned up on the channel side too —
otherwise the channel keeps a mapping to a room that no longer exists here.

## PriceLabs

If you already run PriceLabs, connect it under **Settings → Channels → Connect PriceLabs** and
Santara's own pricing engine stands aside for the listings PriceLabs manages.

You provide your PriceLabs **account email** and an **API key** (PriceLabs → account settings →
API). The key is verified with PriceLabs, stored encrypted, and used only to confirm the account —
Santara does not read prices from PriceLabs.

:::caution
Never paste a PriceLabs password anywhere in Santara. Sign in on PriceLabs' own site and provide
an API key intended for integrations.
:::

---

## Channel troubleshooting

Source: https://docs.santara.ai/channels/troubleshooting/

The dozen things that actually go wrong with a connection, and what fixes each one.

Start with the two moves that fix most of it: check **Settings → Channels** for the connection's
status and last sync, then press **Refresh**.

## Connecting

**The Airbnb popup never opened.**
Your browser blocked it. Allow popups for the site and press *Connect Airbnb* again.

**"Authorization wasn't completed."**
The window closed before you approved on Airbnb. Nothing was connected — press *Try again*.

**"This Airbnb account is already connected."**
The same account is on another connection in this workspace. Disconnect that one first.

**No Airbnb listings appear after authorising.**
Airbnb can take a moment to share them. Press *Check again* after a few seconds. If it stays empty,
confirm you authorised with the account that actually owns the listings — a co-host login shows
none.

**No Booking.com rooms are found.**
Almost always the connectivity provider step. In the extranet, **Account → Connectivity provider**,
search **Channex**, select it, accept the agreement. Then refresh here. If it still finds nothing,
re-check the Hotel ID against the number at the top of the extranet.

## After import

**A room has no price.**
The importer refused to guess an ambiguous one. Open the room, set a nightly price, and it can
sell. On Airbnb the channel link restores itself once a real price exists.

**"Kept on Airbnb."**
Settings with no exact equivalent here. They still apply on Airbnb. Nothing to do.

**A listing stayed *linked — not mapped*.**
It points at no room. Map it from the connection page. On Booking.com, the usual cause is a rate
plan that does not price a guest count Booking.com accepts — open the room's rate plan and price
that occupancy.

**Rooms I did not create appeared.**
Booking.com discovers rooms as bookings arrive and adds them to the linked property. Rename them,
or link them to rooms you already have.

## Once live

**The channel and Santara disagree about a date.**
Press **Refresh** on the connection. If it persists, note the exact date and room and
[contact support](/help/support/) — do not fix it by editing both sides, which can loop.

**Availability shows fewer nights than I expect.**
Availability is capped at the room's unit count. One apartment is one unit. Check the room's unit
count.

**"This channel was removed on the channel manager side."**
The connection was cancelled upstream — usually the connectivity provider was removed in the
extranet. Syncing has stopped. Re-accept it on the channel, then disconnect and reconnect here.

**A price I typed by hand was overwritten.**
Check the listing's pricing settings: *Replace prices I typed by hand* is off by default, and on it
overwrites manual rates with no undo. See [Smart pricing](/money/pricing/#protecting-manual-prices).

**Messages stopped arriving.**
Check the connection status first. If it is connected and recently synced, the thread may have
moved — some channels close a thread after checkout. [Contact support](/help/support/) with the
reservation code.

**A booking arrived that I cannot see in the calendar.**
Check the room it landed on: a listing mapped to the wrong room puts real bookings in the wrong
place. Fix the mapping ([Managing listings](/channels/listings/)) and tell support so the existing
reservation can be moved.

## Still stuck

Ask the [assistant](/help/assistant/) — it can read your workspace and answer "what is the status
of my Airbnb connection" directly. Then [contact support](/help/support/) from inside the product,
which attaches the workspace and connection automatically.

---

# Every day

## Today and the daily brief

Source: https://docs.santara.ai/daily/

The screen you open each morning — who is arriving, what needs a decision, and the brief written out for you and your team.

**Today** is the default screen. It has two halves: the **daily brief**, which is the day written
out in sentences, and the metric tiles underneath, which are the numbers.

## The brief

The brief is generated for your workspace each day, at the **time** and in the **language** you set
under [workspace settings](/setup/workspace/#operations-preferences), and it is refreshed as the day
moves. It is one dense sheet, in this order:

1. **A header scorecard** — revenue and occupancy for the period, against the last one.
2. **AI insights** — one card per guest who needs something, with what happened and what to do.
   Risky checkouts, unanswered questions, a complaint building over three messages, an upsell
   worth offering. Each card links to the exact thread or stay.
3. **Arrivals, in-house, departures** for today.
4. **Cleaning, three days out** — grouped by [cleaning cluster](/daily/tasks/#cleaning-clusters),
   with a per-cluster message ready to paste into WhatsApp.
5. **Ready-to-copy guest messages** for the arrivals and departures that need one.

### Marking it reviewed

Press **Reviewed** when you have been through it. It is a signal to the rest of the team that
someone has looked, not a completion score — nothing is hidden once you do.

### Sharing it

**Share** writes a message for the channel you pick — WhatsApp, email, a cleaner's group — with
today's highlights and a link to the full brief. Each channel gets copy written for it rather than
the same paragraph pasted three times.

The link opens the full brief in Santara, so recipients need an account with access to this
workspace. For a cleaner who should not see the estate, share the **cluster message** instead: it
contains only their jobs.

### Language and timing

The brief is written in the workspace's language, set under
[Workspace settings](/setup/workspace/). Its idea of "today" comes from the workspace timezone —
which matters more than it sounds, because a brief generated in the wrong timezone reports
yesterday's checkouts.

## The tiles

Under the brief: arrivals and departures counted, occupancy, revenue for the period, open tasks,
unanswered messages. Each one is a link to the screen behind it.

**Revenue means net payout** — what the channel actually pays you. It is labelled as such wherever
it appears. See [Reports](/money/reports/) for the full picture.

## Notifications

Anything that needs you while you are not looking at this screen produces a notification in the
bell menu. There are eight kinds, and they are the eight things that genuinely change your day:

| | |
| --- | --- |
| **Bookings** | A new booking, a changed booking, a cancellation |
| **Cleaning** | A clean assigned to you, a clean marked finished |
| **Tickets** | A ticket opened, assigned to you, or done |

Notifications are addressed by **who can act on them**, not by name, so a manager added next month
sees the ones that were always meant for their role. Configure what you receive under
[Workspace settings](/setup/workspace/#notifications).

---

## Messages

Source: https://docs.santara.ai/daily/messages/

Every guest conversation from every channel, sorted by what actually needs you, with a draft reply when you want one.

One thread per guest conversation, from every connected channel. A reply you send here goes back
out through the channel the guest booked on — the guest sees it in the Airbnb or Booking.com app,
as they expect to.

## The inbox

Threads are ordered by what needs attention, not by time. Each carries:

- **Urgency and tone** read from the guest's own words.
- **Why it is at the top** — an unanswered question, a complaint forming, an arrival today.
- **Reservation context** — dates, room, channel, and what the guest has already been told.

Threads with nothing outstanding fall down the list on their own.

## Replying

Write and send. Three things sit beside the box:

- **Suggested response** — a draft written from the thread and the reservation. Read it, edit it,
  send it. Nothing is ever sent without you pressing send.
- **[Message templates](/setup/workspace/#message-templates)** — your own saved replies with
  placeholders (guest name, check-in time, door code) filled in from the stay.
- **Upsell prompts** — where the calendar allows a late checkout or an extra night, the offer is
  offered here as a draft. See [Upsells](/money/upsells/).

## What the AI does and does not do

It **reads** the thread, the reservation and the property's facts, and it **drafts**. It does not
send, and it cannot send. There is no auto-reply mode, on purpose: a wrong automated answer to a
guest costs a review.

The quality of a draft depends on what the property knows. A property with no wifi password, no
check-in time and no address produces vague drafts. Fill those in under
[Properties](/setup/properties/) and the drafts get specific.

## Complaints become tickets

When a thread reads as a complaint or a maintenance problem, a [ticket](/daily/tasks/#tickets)
opens for it — so the fix is tracked somewhere other than a conversation that scrolls away. The
ticket keeps the link back to the thread.

## History

Threads carry the conversation as the channel has it, including messages sent before you connected
Santara. Where a channel closes a thread after checkout, the history stays here.

## What guests never see

- Your internal notes.
- Ticket titles, assignments and resolution plans.
- Anything in [Team chat](/daily/tasks/#team-chat), which is a separate conversation among staff.

---

## Tasks — cleaning and maintenance

Source: https://docs.santara.ai/daily/tasks/

Turnovers that create themselves, cleaners who only see their own work, and tickets for everything that broke.

**Tasks** is one screen for the work that has to happen in the physical world: cleans and
maintenance jobs.

## The cleaning board

Cleans are laid out in **day columns** — today, tomorrow, the day after. Each card is one turnover:
the room, the checkout time, the next arrival, and the cleaner assigned.

**Turnover tasks are created automatically the night before a checkout.** Nobody has to remember to
make them, and they are created for that date only — the board is a rolling few days, not a year of
pre-made rows.

For each task you can:

- **Assign a cleaner** — or leave the room's default assignment to do it.
- **Mark it done**, optionally with a photo as evidence.
- **Skip it**, with a reason, when a guest stays on or the room was not used.

### Default cleaner per room

Set the primary cleaner **per room** under the cleaning settings. There is no building-wide
default, deliberately: in practice one villa's rooms are covered by different people, and a
building default silently mis-assigns them.

### Cleaning clusters

A **cleaning cluster** is a group of properties one person covers — usually because they are within
a few minutes of each other. Set a property's cluster on its own page.

Clusters change two things: the board groups by them, and the [daily brief](/daily/) produces **one
WhatsApp message per cluster** listing only that cluster's jobs. That message is what you send to
the cleaner — it contains their work and nothing else about your estate.

### What a cleaner sees

A team member with the cleaner role sees **the cleans assigned to them**, and enough about the
property to find it. Not your bookings, not your revenue, not your door codes for other buildings.
See [Team and roles](/setup/team/).

## Tickets

A **ticket** is anything that needs fixing or chasing: a broken air-conditioner, a guest complaint,
a supplier to call.

Tickets open **by themselves** from guest messages that read as complaints or maintenance issues,
and you can create one by hand from the ticket screen or straight from the
[calendar](/daily/calendar/).

Three things about the automatic ones are worth knowing, because they are what stop the list
becoming noise:

- **One thread, one ticket, ever.** However many times the classification runs, a conversation that
  already produced a ticket never produces a second.
- **Only the last fortnight.** A thread nobody has touched in two weeks is history, not a job.
- **They do not flood on day one.** Connecting a year of message history does not open three hundred
  tickets; only the recent ones somebody can still act on are raised.

Each ticket has:

- **A status** — open through to done.
- **An assignee** — a teammate.
- **A schedule** — give it a date range and it is **drawn on the calendar**, so a two-day repair is
  visible against the bookings around it.
- **An AI resolution plan**, on request — a likely cause and a step-by-step plan, generated from
  the ticket and the property's history. It is a starting point for whoever does the work.

Tickets are internal. Guests never see them, even the ones opened from their own message.

## Team chat

Beside tasks there is a **team chat** for the people working the property — the conversation that
otherwise happens in a WhatsApp group nobody can search later. It is separate from guest messages,
and guests cannot see it.

---

## Calendar

Source: https://docs.santara.ai/daily/calendar/

Every night across every room, with prices, minimum stays and availability editable straight on the grid.

Rooms down the left, dates across the top, stays drawn as bars. Scroll sideways to load more dates;
free nights show their price.

## Reading it

- **A bar** is a reservation. Its colour tells you the channel; its label shows the guest and the
  revenue.
- **A free night** shows the nightly price that will be charged for it.
- **A striped block** is a ticket scheduled over those dates — a repair, a deep clean, an owner
  stay.
- **Click a day** for the day list: everything moving on that date, arrivals and departures
  together.

## Editing a range

Select a range of nights on a room and you get three actions:

**Book these nights for a guest** — create a reservation by hand. Use it for a direct booking taken
over the phone, an owner stay, or a friend. Manual reservations block the nights on every connected
channel just like a real one.

**Schedule maintenance or a job** — opens a [ticket](/daily/tasks/#tickets) over those dates and
draws it here.

**Price, min stay or close the dates** — the availability editor:

| Field | What it does |
| --- | --- |
| **Price** | The nightly rate for those nights, on the selected rate plan |
| **Minimum stay** | The shortest booking that may start on those nights |
| **Closed** | Nobody can book those nights on any channel |

Everything you save here is pushed to the connected channels. There is no separate "publish" step.

## Prices and the pricing engine

A price you type here is a **manual price**, and the [pricing engine](/money/pricing/) leaves it
alone — unless you have explicitly turned on *Replace prices I typed by hand* for that listing,
which overwrites with no undo.

That is the whole relationship: rules set the shape of the year, your hand wins on the nights you
touched.

## Availability and unit count

A room can never offer more nights than its **unit count**. If a room is one apartment its unit
count is 1, and availability is capped there on the calendar, on the way out to the channel, and in
what you can type. A room representing eight identical units has a count of 8 and sells them
independently.

If the calendar shows less availability than you expected, check the room's unit count first.

## Closing dates is how you pause

To stop selling — a renovation, an owner's stay, a season off — **close the dates** here. Do not
disconnect the channel: that removes your imported history and does not stop the listing existing
on the channel.

## Blocks that came from the channel

A block made on Airbnb or in the Booking.com extranet before you went live is imported and shown.
Once live, make blocks here — the channel's own calendar is now downstream of this one.

---

## Bookings

Source: https://docs.santara.ai/daily/bookings/

The reservation feed as it arrives, and everything behind one stay — the guest, the money, the history.

**Bookings** is the feed: every reservation across every channel, newest first, with the room,
the dates, the channel and the value.

## Opening a stay

Click any reservation for its full record:

- **The guest** — name, contact, and their history with you if they have stayed before.
- **The dates and room**, with the nights drawn against the calendar.
- **The money** — what the guest paid, what the channel keeps, and **what you are actually paid**.
  These three are stored as separate figures on purpose; a single "total" that sometimes means
  gross and sometimes payout is how a year of reporting goes wrong.
- **The channel and its reference**, for looking the same booking up in an extranet.
- **The history** — every change to the stay since it arrived.
- **The thread** — a link straight to the [conversation](/daily/messages/).

## Creating a booking by hand

For direct bookings taken over the phone, owner stays, or anything that did not come from a
channel: **create a reservation** here or from the [calendar](/daily/calendar/) by selecting the
nights.

A manual reservation closes those nights on every connected channel, exactly like one that arrived
from Airbnb.

:::note[Manual stays carry less context]
A booking entered by hand has no channel calendar behind it, so gap detection and upsell timing for
that stay are only as current as the last edit. It is a fine way to block nights; it is a weaker
input to the automatic parts of the product.
:::

## Cancellations and changes

A cancellation on a channel arrives here within a minute, reopens the nights, and produces a
notification. A date change does the same. You do not need to touch the calendar afterwards.

## Guests

A **guest** is a person, not a booking. Open a guest to see every stay they have had with you,
their messages, their reviews, and a score summarising how they have been to host. Repeat guests
are recognised across channels where the channel gives us enough to match on.

Use it before replying to a complaint from someone on their fourth stay — the answer is usually
different.

## Money definitions

| Word | Means |
| --- | --- |
| **Gross** | What the guest paid, including the channel's commission |
| **Room revenue** | The accommodation portion, excluding fees |
| **Payout / net** | What the channel pays you. This is what Santara means by **revenue** |

Every figure on screen is labelled with which one it is. See [Reports](/money/reports/).

---

## Reviews

Source: https://docs.santara.ai/daily/reviews/

Guest reviews from every channel in one place, your replies published straight back, and the review you write about a guest.

Every review guests left you, from every connected channel, in one list — with the ones still
waiting on a reply at the top.

## Replying

Write your reply here and it publishes back to the channel. The guest sees it where they left the
review. Any member of the workspace can reply — it is guest communication, not a management action.

The list puts the ones you have not answered first, which is the only prioritisation it needs.

## Scores

Channels score on different scales and different criteria. Santara stores them in a single shape,
so a Booking.com 8.6 and an Airbnb 4.3 can sit in the same average without one of them being
silently wrong. What is shown to you is the channel's own scale, so it matches what you see in the
extranet.

Per-criteria scores — cleanliness, accuracy, communication, location, value — are shown where the
channel provides them, and are what to look at when an average moves and you want to know why.

## Reviewing a guest (Airbnb)

Airbnb lets a host review a guest, and Santara can publish that review for you from the guest's
stay.

It has three parts:

- **The public review** — appears on the guest's Airbnb profile.
- **A private note to the guest** — only they see it.
- **Would you host them again?** — Airbnb's recommendation flag.

:::caution[This cannot be undone]
Publishing sends the review to Airbnb immediately. The public review appears on the guest's profile
and **there is no way to edit or delete it**. Airbnb reveals both reviews once you and the guest
have each submitted one.
:::

## Why replying matters more than it looks

On Airbnb, neither review is visible until both sides have written one, or the window closes. A
guest review sitting unreturned is a review your future guests cannot read yet. Doing them weekly —
it is in the [first-week rhythm](/start/first-week/) — is worth more than doing them well.

## Reviews on your booking site

Star ratings from your synced channels can be shown on your [direct booking
site](/setup/booking-site/) as a section. They are pulled from what has already synced; nothing is
written by hand.

---

# Money

## Smart pricing

Source: https://docs.santara.ai/money/pricing/

Rules that move your nightly rates by season, day of week, event and demand — with hard limits, and your manual prices left alone.

Santara's pricing engine works out a nightly rate for every future night and publishes it to your
channels. You control it with a **rule set**, and you can see exactly what it would do before
anything goes out.

Nothing is priced automatically until you assign a rule set to a listing. A listing with no rules
keeps whatever price it has.

## The two halves

**The rules decide the shape of the year. The listing's numbers decide what it is a shape of.**

- A **rule set** is multipliers: this season is ×1.85, Fridays are +20%, Christmas replaces the
  season. It is shared — one rule set can price fifty listings.
- A **listing's pricing settings** are its base price, its floor and ceiling, and its costs. Those
  are per listing.

![A nightly price starts from the base, is multiplied by the season and the day of week, may be replaced by an event, and is then clamped by your limits and the channel's before it is published. A price you typed by hand skips all of it.](/diagrams/pricing-pipeline.en.svg)

## Building a rule set

**Seasons.** Date ranges with a multiplier. `1.85` means 85% above the base price. Each season also
has a **weekend strength** that scales the day-of-week premiums — below 1 flattens them in a busy
season, above 1 sharpens them in a quiet one.

**Day of week.** A premium per weekday, applied to **the night, not the booking**. Each season
scales these by its weekend strength, so the same Friday premium can be gentle in peak and strong
in low season.

**Events.** Named date ranges that **replace the season** for their dates, taking whichever is
higher. Use them for holidays we do not ship, and for dates nobody travels.

| Event option | What it does |
| --- | --- |
| **Recurs each year** | For fixed dates like Christmas. Leave it off for anything that moves — Easter, Tết, Nyepi |
| **Replaces the season** | On by default; the higher of the two applies. Turn it off for something that softens demand over weeks, like Ramadan |
| **Blackout** | Blocks last-minute and demand-based discounts on those nights |
| **Blocks check-in** | An availability rule, not a price one — for days nobody can travel |

**Starting from ours.** Santara ships rule sets with the regional holidays kept up to date each
year. You can see exactly what they would do. Make your own copy to change anything — and note that
once it is yours, **we stop maintaining its dates**, including the ones that move with the moon:
Nyepi and Idul Fitri shift every year.

Changes in the rule editor are **staged**. Nothing applies until you press Save at the top.

## The listing's numbers

Open a listing's pricing settings:

| Setting | Meaning |
| --- | --- |
| **Base price** | What every multiplier keys off. Used only when the rate plan has no price of its own — the plan's price comes first |
| **Minimum / maximum** | Hard bounds. Automatic pricing never crosses them. A minimum replaces the calculated floor; it does not raise it |
| **Costs** | What one night costs you to service. Fill in all six fields or none — one blank and the floor falls back to a share of the base price |
| **Price this listing automatically** | Off stops the rules running here entirely |
| **Publish prices automatically** | Off works prices out and shows them without publishing them |
| **Replace prices I typed by hand** | Off by default. See below |
| **What the channel will accept** | A separate window held by Booking.com and Airbnb. It narrows the range above; it does not replace it. Edited in the listing's channel settings |

## Protecting manual prices

**A price you typed by hand is never overwritten**, unless you turn on *Replace prices I typed by
hand* for that listing. When that is on, the rate you typed is overwritten and **the value is gone —
there is no undo**.

This is why you can safely hand-price a wedding week on a listing that is otherwise automatic.

## Seeing before publishing

The pricing screen shows a year of prices as a grid, and a trend chart of what the engine suggests
against the base rate it started from and the floor and ceiling it may not cross. Assign a rule
set, leave *Publish prices automatically* off, and watch it for a week before letting it out.

## Did it work?

The performance panel answers that:

- **RevPAN** — revenue ÷ every night you had to sell. **This is the number that matters.**
- **ADR** — revenue ÷ the nights that sold.
- **Occupancy** — nights sold ÷ nights available.

ADR and occupancy move independently and neither alone tells you whether the engine earned
anything; RevPAN does.

There is also an **engine activity** chart: how much it moved prices, and whether it is bumping
into your limits. *A forest of tall bars means it is twitching — widen the dead band. A flat line
at zero means it has settled, which is the goal.*

Each night the engine has priced keeps one row, rewritten each run — so the activity column is the
newest run's work, not a running total for the window.

## Market suggestions

Based on where each listing is, Santara can suggest what to price it on. Suggestions are
suggestions: nothing is published until you choose.

## If you already use PriceLabs

Connect it under [Settings → Channels](/channels/listings/#pricelabs) and Santara's own engine
stands aside for the listings PriceLabs manages, rather than the two fighting over the same
calendar.

---

## Upsells

Source: https://docs.santara.ai/money/upsells/

Late checkouts, early arrivals and extra nights found in the calendar and offered before the guest thinks to ask.

An upsell is a night or an hour you already have, sold to a guest who is already staying. Santara
finds them by reading the calendar, not by guessing at what a guest might want.

## What it looks for

Three rules cover most of the money:

| Opportunity | When it is offered | Typical uplift |
| --- | --- | --- |
| **Late checkout** | The room has no arrival on the checkout day | A share of the nightly rate |
| **Extra night** | Exactly one free night sits beside the stay | Near the full nightly rate |
| **Early arrival** | The room is free the night before, or was vacated early | A share of the nightly rate |

Each is calendar-driven and deterministic: if the night is genuinely free and the timing works, the
opportunity exists. If it does not, no offer is made — there is nothing to be optimistic about.

## Working the pipeline

The **Upsells** screen ranks open opportunities by value. For each one you see:

- **The facts behind it** — the reservation, the free nights, the rate it is priced from.
- **Why it was recommended** — the signals and the confidence behind the score.
- **Timing constraints** — operational windows, conflicts, and anything suppressing it (a clean
  scheduled that morning, a booking that arrived since).
- **A draft message** to the guest, ready to send from [Messages](/daily/messages/).

Accept it and it becomes an offer you send. Dismiss it and it stops being suggested.

## What happens when a guest says yes

You extend or adjust the stay in [Bookings](/daily/bookings/) or the
[calendar](/daily/calendar/). The nights close on every channel as usual, and the extra revenue
appears in [Reports](/money/reports/) under the stay it belongs to.

Santara does not silently modify a reservation on your behalf.

## Where else offers surface

- In the [daily brief](/daily/) — the highest-value opportunity for today's guests.
- In [Messages](/daily/messages/) — as a prompt in the thread where it is relevant.
- In [Reports](/money/reports/) — an upsell report ranking open, missed and accepted offers, and
  which offer types earn most per property.

## Nothing is sent automatically

Every offer is a draft. You send it. A guest who receives an automated offer for a night that was
booked five minutes ago writes a review about it, which is why this stays manual.

---

## Reports

Source: https://docs.santara.ai/money/reports/

Revenue, occupancy, upsell capture and operational reliability — as owner-ready summaries and as CSV.

Reports answer "how did we do", for you and for the people you answer to.

## What revenue means here

**Revenue is net payout** — what the channel actually pays you, after commission. It is labelled on
screen wherever it appears.

Three figures are stored separately for every stay, because they are genuinely different numbers:

- **Gross** — what the guest paid.
- **Room revenue** — the accommodation portion, excluding fees.
- **Payout** — what reaches you.

A report tells you which one it is using. If you are reconciling against a bank statement, payout
is the one that matches.

## The snapshot

A compact readout of what changed in the period, what is recoverable, and where operations need
attention. It is written to be forwarded to an owner without editing.

## The report library

Downloadable CSVs generated from live data:

| Report | What it answers |
| --- | --- |
| **Portfolio recap** | The week in one pass, for owners and operators |
| **Upsell performance** | Open, missed and accepted offers; strongest offer types by property |
| **Operational reliability** | Turnover risk, confirmation gaps, cleaner follow-up, blockers |
| **Guest experience** | Alerts, priority threads, complaint signals, recommended follow-ups |

CSVs are generated from the latest reservation, cleaning, guest and upsell data at the moment you
download them — not from a nightly snapshot.

## Scheduled reports

Recurring reports can be kept ready for owners, cleaners and revenue review, so a weekly owner
email does not have to be rebuilt by hand every Monday.

## Breakdowns

Within any window you can break revenue, upsell value and risk down **per room**, and compare a
room's occupancy against what it earns per night — which is how underpriced and underfilled rooms
separate themselves. A room that is always full and cheap and a room that is empty and expensive
look identical in a revenue total and completely different here.

## Occupancy, ADR, RevPAN

- **Occupancy** — nights sold ÷ nights available.
- **ADR** — revenue ÷ nights sold.
- **RevPAN** — revenue ÷ every night you had to sell.

Judge [pricing](/money/pricing/) on RevPAN. It is the only one of the three that cannot be improved
by making the other worse.

## The other side of the books

Reports is what came **in**. What went **out** — cleaning, maintenance, utilities, owner
statements — is [Accounting](/money/accounting/). They are meant to be read in the same sitting.

---

## Accounting and owner statements

Source: https://docs.santara.ai/money/accounting/

Costs against each property, management agreements, and a statement an owner can be sent without a spreadsheet.

Accounting is the cost side. If you manage villas for other people, it is also how they get paid.

## The ledger

Log what you spend against a property: cleaning, maintenance, utilities, supplies, anything.
Each entry carries:

- **The property** it belongs to.
- **The date it was incurred** — when it happened, not the day you typed it.
- **The amount**, and who bears it: you or the owner.

Whatever the owner bears carries through to their statement.

:::note[Issued entries are frozen]
An entry that has already appeared on an issued statement cannot be edited — record a **correction**
instead. That is what keeps a statement you sent last month reproducible.
:::

## Owners

Add the people whose properties you manage. Each owner gets:

- **A share of a property** — which properties, and how much of each.
- **A management agreement** — the terms their statement is computed under: your commission, what
  costs they carry, how payouts are handled.

**Agreement terms are never edited afterwards.** Changing them closes the current agreement and
opens a new one from that date, so a statement issued under the old terms stays exactly
reproducible.

Bank details are deliberately **not stored**. You already know where to send the money, and holding
account numbers here would add a data-protection obligation with no operational benefit.

## Periods and statements

A period shows an estimate from the stays that checked out and the costs recorded in that window,
computed on the basis each agreement charges.

**An estimate is not a statement.** Before closing a period, check the coverage panel — it names
what is missing: stays with no payout figure yet, costs that look absent, an agreement that changed
mid-period. Close the period, and the statement is issued and frozen.

## What an owner sees

The statement: their share of revenue, the costs they bear, your fee, and what is due. Not your
inbox, not your other properties, not your pricing.

## Fitting it to your accountant

Everything here exports as CSV from [Reports](/money/reports/). Santara is not a bookkeeping
system, and it does not try to be your general ledger — it is the operational record that feeds one.

---

# Set up once

## Properties and rooms

Source: https://docs.santara.ai/setup/properties/

Buildings, the rooms guests actually book, and the facts that make guest messages and your booking site specific rather than vague.

A **property** is a building or address. A **room** is a bookable unit inside it. The room is what
guests book, what channels map to, and what is billed. See
[How Santara is put together](/start/concepts/#property-then-room) if that split is new to you.

## Creating one by hand

You do not need a channel. **Properties → Add property**, fill in the basics, then add its first
room — the room is what guests actually book, so a property with none cannot sell.

This is the right path if you take only direct bookings, or if you want to set everything up before
connecting a channel.

## Imported properties

A property created from an [imported listing](/channels/airbnb/) arrives filled in from the
channel: title, description, photos, amenities, capacity and rates. Channels do not hold
everything, so check these two after any import:

1. **The nightly price** — a room with no price cannot sell.
2. **How many guests it sleeps** — this drives extra-guest pricing and what Booking.com accepts.

## What lives on the property

The address, the description, house rules, photos of the building, the **cleaning cluster**, and
the connected listings.

## What lives on the room

- **Price and rate plans** — see [Smart pricing](/money/pricing/).
- **Capacity** — how many guests, and the extra-guest price.
- **Unit count** — how many identical units this room represents. One apartment is 1. This is a
  hard cap on availability, everywhere.
- **Photos** of that exact room.
- **Amenities** and the room's own description.
- **Channel mappings**.

## Stay information: wifi, door codes, access

These exist at **both** levels. Set them on the property and every room inherits; set them on a
room and that room wins. Leave a room's value empty to inherit.

| Field | Where it is used |
| --- | --- |
| Wifi name and password | Arrival messages, booking site, guest replies |
| Door code / lockbox | Arrival messages only |
| Access notes | Arrival messages |
| Check-in and check-out times | Everywhere, including cleaning timing |

:::caution[Door codes are access-controlled]
Door codes and access notes are visible only to roles that need them. A cleaner sees the buildings
they work on; they do not see codes for the rest of your estate. See
[Team and roles](/setup/team/).
:::

## Why filling these in matters

The AI parts of the product are only as specific as the property behind them. A property with no
check-in time, no wifi and no address produces vague guest drafts and weak upsell timing. The
properties screen flags **context gaps** for exactly this reason — it is a list of the facts that,
if filled in, make everything else sharper.

## Syncing from the channel

**Sync data** on a property pulls the latest reservations, calendar, messages and listing details.
Where the channel holds a value, **it replaces the property's**. Use it after editing a listing on
the channel; do not use it right after editing something here that the channel also knows.

## Moving, duplicating and deleting

- **Move a room to another property** — only possible while it is not mapped to a channel.
- **Duplicate a room** — copies its basics, occupancy, detail and manual rate plans as
  *"(copy)"*. The copy is linked to no channel until you map it.
- **Delete a room** — its rate plans, availability and photos go. Past reservations and reviews are
  kept but detached.
- **Delete a property** — refused while channel listings are still connected. Disconnect them
  first, so they are cleaned up on the channel side too.

---

## Your direct booking site

Source: https://docs.santara.ai/setup/booking-site/

A commission-free booking website on your own subdomain, paid into your own Stripe account.

Every workspace can publish a direct booking site. Santara takes **no commission** on what it
sells, and the money goes to your Stripe account, not ours.

**Settings → Booking Site**. The left side is the setup; the right is a live preview.

## 1. Pick a subdomain

Lowercase letters, numbers and hyphens. It is what guests will type, so make it your business name.
Save the site details, and the preview starts working.

## 2. Choose a look

A **template** decides how each section looks; you decide which sections appear and in what order.
Pick a template and an accent colour, upload a logo (PNG, JPG, WEBP or GIF up to 5 MB, or a public
image URL), and set the currency prices are shown in.

## 3. Build the home page

Drag the sections into the order you want, or hide one without deleting what you wrote:

| Section | What it is |
| --- | --- |
| **Hero** | Headline, tagline, banner image |
| **Trust** | The three no-fees / best-price / direct-contact points |
| **Listings** | Your property and room cards. Always present |
| **About** | Free text and an optional photo |
| **Reviews** | Star ratings pulled from your synced channels |
| **Gallery** | A grid of your own images |
| **FAQ** | The questions guests ask before booking |
| **Blog** | Teaser cards linking to your posts |
| **Contact** | Your details and an enquiry form |
| **CTA** | A closing banner with a button |
| **Rich text** | Anything else, anywhere on the page |

## 4. Choose which properties appear

Pick the properties on the site and how guests can book each one — instantly, or by enquiry.

## 5. Connect Stripe

**Payments** connects your own Stripe account. You sign in to (or create) Stripe on Stripe's own
site. Santara never touches the money and never sees a card number.

You can optionally add a **service fee** on direct bookings, paid by the guest on top of the stay:

- Your payout is unchanged.
- It is shown as its own line before anyone reaches a card form.
- It applies to **new bookings only** — bookings already taken keep the fee they were quoted.

## 6. Publish

Until you publish, the site is fully disallowed to crawlers — nothing leaks before you are ready.
Publishing generates the sitemap and robots rules and keeps them in step with what you publish
afterwards.

## Pages and blog posts

Write posts and standalone pages in the content editor, from blocks: text, images, tables (one row
per line, columns separated by `|`), dividers. Inline `<strong>`, `<em>` and links are allowed.

**Drafts stay private until you publish them.** Each page has its own SEO summary — add one, or
search engines get whatever they can scrape.

## Contact details

Shown in the contact section and the footer. The address links to Maps; Santara never embeds a map
iframe you supply. Pick the language guests see first — they can still switch.

## What guests get

A site that lists your rooms with live availability and live prices from the same calendar the
channels use. A direct booking closes those nights everywhere, exactly like a channel booking.

---

## Team and roles

Source: https://docs.santara.ai/setup/team/

Invite co-hosts, managers and cleaners, and give each of them exactly the part of the workspace they need.

**Settings → Team**. Invitations are sent by email as a link. If the person has no account they
register first, then accept the invitation to join this workspace.

One person can hold different roles in different workspaces. Their login is theirs; the access is
per workspace.

## The three roles

| Role | Sees | Typical use |
| --- | --- | --- |
| **Host admin** | Everything: full portfolio visibility and billing | You, and anyone you trust with the money |
| **Co-host** | Scoped workflow access for daily operations | A partner, a manager, a maintenance lead |
| **Cleaner** | Their own assigned cleans, and enough about the building to find it | Your cleaning staff |

There is no separate "property manager" role, and you do not need one: a **co-host scoped to two
buildings** is a property manager. Scope is the second half of every invitation — see below.

The **primary host cannot be removed** from the workspace, which is what stops a workspace ending
up with nobody who can pay for it.

## How access actually works

Access is not a list of screens per job title. Every screen **and every API route** asks for a
named **capability** — `stay.read`, `pricing.write`, `guest.message.send`, and so on — and a role
is a bundle of capabilities, optionally narrowed to certain buildings and rooms.

Two consequences worth knowing:

- **Hiding a menu item is not the security.** The route enforces the same capability the navigation
  reads, so a link someone types by hand is refused, not just hidden.
- **Data classes are separate from screens.** Door codes, guest contact details and financial
  figures are each their own class. A cleaner can be told which building a job is in without being
  given its door code, and a manager can run operations without seeing owner payouts.

## Scoping to buildings

Every member has an **Access** setting: which buildings, and which rooms inside them, they can work
on. Either:

- **All buildings, including ones added later** — the right choice for a partner, and it does not
  need revisiting each time you buy something.
- **A selection** — pick the buildings and rooms. The summary reads *"3 buildings · 7 rooms"*, and
  a member with no access at all is told so plainly rather than shown an empty dashboard they will
  report as broken.

Scoped members see their buildings' work and nothing about the rest of your estate — not the
calendar, not the revenue, not the guests.

**Host admins always have access to every building**, including ones added later. That is not a
setting, and it is why the role is the one you hand out most carefully.

## What a cleaner experiences

They sign in and see the cleans assigned to them, on the days they happen, with the address and the
access notes for those buildings. They mark work done, optionally with a photo. That is the whole
product for them, on purpose.

If you would rather not give a cleaner an account at all, share the
[cleaning cluster message](/daily/tasks/#cleaning-clusters) from the daily brief instead — it
contains their jobs and nothing else.

## Removing someone

Remove them from the team and their access ends immediately, on every device. Work they did — cleans
marked done, messages sent, tickets resolved — stays attributed to them in the history.

## Your own account

**Settings → Personal** holds your name, language and timezone. **Settings → Security** holds your
password and account protection. Both follow you between workspaces; they are not workspace
settings. See [Workspace settings](/setup/workspace/) for what is shared.

---

## Plans and billing

Source: https://docs.santara.ai/setup/billing/

A 7-day trial, per-property pricing that gets cheaper as you add doors, and no commission on any booking.

**Settings → Billing**. The figures shown there are authoritative for your workspace — this page
explains the shape.

## The trial

Seven days free. **A card is required** and **nothing is charged today** — cancel any time before
day 8 and you are not billed. The card form is Stripe's; Santara never sees the number.

## How pricing works

You are billed **per active property, per month**. There is no base fee to buy before you start and
no plan to choose — the rate per property simply falls as you add more.

| Band | Includes | Each additional property |
| --- | --- | --- |
| **Operator** | 1 property in the base | ~$25 |
| **Portfolio** | 10 properties in the base | ~$18 |
| **Enterprise** | 40 properties in the base | ~$12 |

The bands are **continuous**: each band's base is exactly the previous band's price at that number
of doors, so nothing jumps when you cross a boundary — the eleventh property just costs less than
the tenth.

**No commission on any booking, on any channel** — including bookings from your
[direct booking site](/setup/booking-site/).

Above the Enterprise band, pricing is agreed directly. If you are on terms we agreed with you
rather than a published plan, the Billing screen says so and your invoice is the exact figure.

## What counts as an active property

A property that is set up and able to sell. Adding a property part-way through a month is
prorated by Stripe in the usual way.

**Deleting a property does not refund the month.** A charge already paid for the current month
stays on your billing history — that is stated on the delete confirmation.

## Managing payment

**Manage payment** opens Stripe's own portal, where you update the card and download invoices.
Invoices are Stripe's, and they are the document your accountant wants.

## If a payment fails

Stripe retries on its own schedule and you get a notification. If it keeps failing, features gate
progressively rather than the workspace vanishing — your data stays, and syncing is what stops
first. Fix the card and everything resumes.

## Grandfathered plans

If you signed up under an earlier price list, you keep it. A change of plan is something you do
deliberately, not something a price change does to you.

## Cancelling

Cancel from the Billing screen. Access continues to the end of the paid period. Your channel
listings are unaffected — cancelling Santara does not touch your Airbnb or Booking.com account, but
it does end the syncing that keeps their calendars aligned, so close or reconcile your calendars
before you go.

---

## Workspace settings

Source: https://docs.santara.ai/setup/workspace/

Language, timezone, currency, notifications, message templates — the things you set once.

**Settings** is one page with tabs. Two of them are about **you** and follow you between
workspaces; the rest belong to the workspace everyone shares.

| Tab | Scope |
| --- | --- |
| **Personal** | You — name, language, timezone |
| **Security** | You — password and account protection |
| **Workspace** | Shared — name, language, timezone, currency |
| **Booking Site** | Shared — [your direct booking site](/setup/booking-site/) |
| **Channels** | Shared — [channel connections](/channels/) |
| **Message Templates** | Shared — saved guest replies |
| **Team** | Shared — [people and roles](/setup/team/) |
| **Billing** | Shared — [plan and invoices](/setup/billing/) |

## Language

Santara's interface is available in **English, Bahasa Indonesia and Tiếng Việt**.

- **Your** language setting changes the interface for you.
- **The workspace's** language decides what language the [daily brief](/daily/) is written in, and
  the default language for anything the workspace generates for a group.

These are separate on purpose: a Vietnamese-speaking manager can work in Vietnamese inside a
workspace whose brief goes out in Indonesian to the cleaning team.

## Timezone

The workspace timezone decides what "today" means — for arrivals, for cleaning, for the brief, and
for every date on every report. Set it to where the properties are, not where you are.

## Currency

The workspace currency is what figures are displayed in. Your [booking site](/setup/booking-site/)
has its own currency setting for what guests see.

## Operations preferences

The workspace tab carries the settings that change how the product behaves for everyone in it:

| Setting | What it does |
| --- | --- |
| **Daily brief time** | When the [brief](/daily/) is generated each day |
| **Daily brief language** | What language it is written in — separate from the interface language |
| **Workspace timezone** | What "today" means, everywhere |
| **Display currency** | The currency figures are shown in |
| **Default message tone** | The register the drafted guest replies start from |
| **Minimum upsell value** | Opportunities below this are not surfaced, so the pipeline stays worth reading |
| **Open Daily Brief first** | Start the app on the brief rather than the dashboard |
| **Notification channel** | Dashboard today; email and SMS are not wired up yet |

There is also the workspace's **name and avatar** — the logo shown in the sidebar and the workspace
switcher, which is what stops two workspaces looking identical at a glance.

## Notifications

The bell in the header. Notifications are addressed by **who can act on them** rather than by name,
which is why a manager added next month immediately receives the ones that were always meant for
their role — nothing has to be re-pointed at them.

There are eight kinds: a booking **created**, **changed** or **cancelled**; a clean **assigned** to
you or **finished**; a ticket **opened**, **assigned** to you or **done**. Everything else the
product knows lives on a screen rather than in the bell, on purpose — a notification list that
reports things you cannot act on stops being read.

:::note[The first sync is quiet on purpose]
Connecting a channel imports your booking history, sometimes a year of it. Those are not new
bookings and you are not notified about them — only about what happens after you connect.
:::

## Message templates

Saved replies with placeholders that fill themselves in from the stay: guest name, check-in time,
wifi password, door code, the amount due. Write them once per language you answer in, and use them
from any thread in [Messages](/daily/messages/).

Templates are shared by the workspace, so an answer your team agreed on is the answer everyone
sends.

## Switching workspaces

The account menu lists every workspace you belong to. Each has its own properties, team, billing
and booking site; nothing is shared between them.

---

## On your phone

Source: https://docs.santara.ai/setup/mobile/

What the mobile app will do, what the web app already does on a phone, and how cleaners work today.

Hosting does not happen at a desk. It happens in a doorway with a guest waiting, between two
villas, in a room where the air-conditioner has just failed.

## The app is not released yet

It is in build for **iOS and Android together**. There is no date on this page, because shipping it
late is better than announcing it twice. You can ask to be told the day it launches from the
[mobile app page](https://www.santara.ai/mobile-app/) on the main site.

Two things worth knowing before it arrives:

- **It is part of your plan.** There is no mobile tier and no per-seat charge for cleaners or
  maintenance staff.
- **It will not replace the web app.** Anything you study rather than act on — pricing analysis,
  reports, settings, the booking site builder — stays on the web. The phone carries what needs
  doing now.

## Until then: the web app on a phone

The web app works in a phone browser, and the screens you actually need in a doorway are the ones
that hold up: **Today**, **Messages**, **Tasks** and the **Calendar**. Sign in as normal; it is the
same workspace and the same permissions.

What is genuinely uncomfortable on a small screen — and is worth doing on a laptop — is connecting
channels, mapping listings, and the pricing rule editor.

## How cleaners work today

Two ways, and you do not have to choose one for everybody:

- **Give them an account.** A cleaner signs in and sees the cleans assigned to them, marks work
  done, and attaches a photo. Nothing else. See [Team and roles](/setup/team/).
- **Send them the cluster message.** The [daily brief](/daily/) writes one WhatsApp message per
  [cleaning cluster](/daily/tasks/#cleaning-clusters), containing that cluster's jobs and nothing
  else about your estate. Nobody is forced onto an app.

When the cleaner app ships, jobs will still arrive on WhatsApp for anyone who prefers it.

## Notifications

Notifications follow the same rule everywhere — they are addressed by **who can act on them**, not
by name, so you get what your role is responsible for. See
[Workspace settings](/setup/workspace/#notifications).

---

# Help

## Ask Santara

Source: https://docs.santara.ai/help/assistant/

The in-product assistant — what it can read, what it can do, and what it will never do on your behalf.

The assistant is on every screen, behind the button in the corner. It reads your workspace, so
questions about your actual business are fair:

- *Which rooms are empty next weekend?*
- *What did the Villa earn in July, net?*
- *Why isn't the Airbnb listing for Unit 3 live?*
- *Draft a reply to the guest asking about early check-in.*

## What it can see

Your workspace, through the same permissions you have. It cannot see more than you can: a cleaner
asking about revenue gets told they do not have access, not a number.

It has no view of other workspaces, ever. Which workspace it is answering about comes from your
session, not from anything you or it can type.

## What it can do

It is **read-only, with one exception**: it can draft a reply to a guest. It cannot send the
message, change a price, alter a booking, take a listing live, or move money.

The exception exists because drafting is the thing worth automating and sending is the thing worth
keeping human.

## Getting good answers

- **Name the thing.** "Villa Melati room 2" beats "the villa".
- **Give a period.** "Last month", "the next 30 days".
- **Ask why, not just what.** "Why is this listing not live" gets you the channel's actual reason.

## When it is wrong

It reads your data, so it is usually wrong for one of two reasons: the data is missing (a property
with no check-in time), or the question was ambiguous. Both are visible in the answer — it says
what it looked at.

If it is wrong about something that matters, [contact support](/help/support/) from the same
screen. The conversation goes with the message.

## Escalating to a person

Support in the product is a real channel to the Santara team, separate from the assistant. If you
escalate, the assistant conversation is carried over so you do not repeat yourself.

---

## Using these docs with AI tools

Source: https://docs.santara.ai/help/for-ai-tools/

Every page as clean markdown, plus llms.txt and llms-full.txt in all three languages.

This documentation is written in markdown and published as markdown. If you want to hand a page to
ChatGPT, Claude, or your own agent, you never have to scrape rendered HTML.

## Copy one page

At the top of every page:

- **Copy page** — puts that page's markdown on your clipboard.
- **View as markdown** — opens the raw file.
- **Open in ChatGPT / Open in Claude** — opens a new chat with the page's markdown URL and a
  prompt already written.

## The `.md` twin

Any page URL with `.md` on the end returns the markdown source:

```
https://docs.santara.ai/channels/airbnb/      → the page
https://docs.santara.ai/channels/airbnb.md    → the markdown
https://docs.santara.ai/id/channels/airbnb.md → the Indonesian markdown
```

The home page's twin is `/index.md`. Every page carries a
`<link rel="alternate" type="text/markdown">` pointing at its own, so a crawler does not have to
guess the convention.

## The whole manual in one file

| File | What it is |
| --- | --- |
| [`/llms.txt`](/llms.txt) | The map: every page, its URL, one line of description |
| [`/llms-full.txt`](/llms-full.txt) | The entire documentation as a single markdown file |
| `/id/llms.txt`, `/id/llms-full.txt` | The same, in Bahasa Indonesia |
| `/vi/llms.txt`, `/vi/llms-full.txt` | The same, in Tiếng Việt |

A locale falls back to English for pages it has not translated yet, so a non-English `llms.txt` is
always a complete map of the product rather than a partial one.

## Why bother

A rendered docs page is a few hundred kilobytes of HTML wrapped around a few kilobytes of prose. An
answer engine fetching the markdown gets the same words for a fraction of the bytes, and quotes
them correctly, because there is no navigation, no sidebar and no cookie banner in the way.

## Asking about *your* workspace

These docs describe the product. For questions about your own data — your bookings, your revenue,
your listings — use [Ask Santara](/help/assistant/) inside the product. It has your workspace; a
chatbot with this URL does not.

---

## FAQ

Source: https://docs.santara.ai/help/faq/

The questions new users actually ask in the first week.

## Setup

**Does connecting Airbnb change anything on Airbnb?**
No. Importing reads your listings and creates matching properties and rooms here. Your Airbnb
calendar keeps running until you press **Go live**. See [Going live](/channels/going-live/).

**Can I try it without connecting a channel?**
Yes. [Create properties by hand](/setup/properties/) and use the calendar, messages, cleaning and
your booking site. Connect a channel later.

**I have three Airbnb accounts. Is that a problem?**
No. Connect each one; they appear as separate connections with their own listings.

**My villa has four bedrooms sold separately. How do I set it up?**
One property, four rooms. Map each Airbnb listing to its room during import.

**Can two people use the same login?**
Don't. Invite them properly — history, permissions and notifications all depend on knowing who did
what. See [Team and roles](/setup/team/).

## Day to day

**Will Santara message my guests automatically?**
No. It drafts; you send. There is no auto-reply mode.

**Will it change my prices automatically?**
Only if you assign a [pricing rule set](/money/pricing/) to a listing and leave *Publish prices
automatically* on. Prices you type by hand are never overwritten unless you explicitly allow it.

**A booking came in on Airbnb. Do I need to block it elsewhere?**
No. Once a listing is live, a booking on any channel closes those nights on every channel.

**How do I stop selling for a while?**
Close the dates in the [calendar](/daily/calendar/). Do not disconnect the channel — that removes
your imported history and does not stop the listing existing.

**Why is there no cleaning task for tomorrow yet?**
Turnovers are created the night before a checkout. If a checkout tomorrow has no task by this
evening, tell [support](/help/support/).

## Money

**Does Santara take a commission?**
No — on any channel, including your own booking site.

**What does "revenue" mean on these screens?**
Net payout: what the channel actually pays you. Gross and room revenue are stored separately and
labelled where shown. See [Reports](/money/reports/).

**Where does money from my booking site go?**
Straight to your own Stripe account. Santara never holds it.

**What happens if I delete a property mid-month?**
It stops being billed going forward. The charge already paid for the current month is not refunded.

## Access and privacy

**Can my cleaner see my revenue?**
No. Roles are built from named capabilities, and financial figures are their own data class. A
cleaner sees their jobs and the buildings they work on.

**Can I stop someone seeing door codes?**
Yes — access to door codes is separate from access to the property. See
[Team and roles](/setup/team/).

**Who can see the daily brief?**
Anyone in the workspace with access to the underlying screens. The brief's **share link** needs an
account; the **cluster message** does not, and contains only that cluster's jobs.

## The product

**Which languages?**
English, Bahasa Indonesia and Tiếng Việt — for the interface, the daily brief, and this
documentation.

**Is there a mobile app?**
Not yet — it is in build for iOS and Android together. See [On your phone](/setup/mobile/).

**Which channels are supported?**
Airbnb and Booking.com today, plus your own booking site. Others are on the roadmap — see
[Channels](/channels/).

---

## When something looks wrong

Source: https://docs.santara.ai/help/troubleshooting/

A short diagnostic order for the whole product, and the specific fixes for the things that actually break.

## Try these first, in this order

1. **Refresh the page.** Santara updates screens live; a tab left open overnight can hold a stale
   view.
2. **Check the channel.** **Settings → Channels** — is the connection *Connected*, and when did it
   last sync? Press **Refresh** on it.
3. **Check the timezone.** **Settings → Workspace** — a wrong timezone makes "today" wrong
   everywhere: arrivals, cleaning, the brief.
4. **Ask the [assistant](/help/assistant/).** It can read your workspace and will tell you what it
   sees.

Channel-specific problems have their own page: [Channel
troubleshooting](/channels/troubleshooting/).

## Nothing appeared after I connected

Imports run in the background and a large account takes a few minutes. Wait five minutes and
refresh before assuming failure. If the connection shows *Connected* with a recent sync and screens
are still empty, contact support.

## A screen says I do not have access

Your role does not hold the capability that screen needs. Ask an owner or manager on the workspace
to grant it — see [Team and roles](/setup/team/). If you believe you should have it, it is worth
checking you are in the right **workspace**: the account menu shows which one you are in.

## My session keeps expiring

Sign in again. If it happens repeatedly, it is usually a browser blocking cookies for the site, or
two workspaces open in two tabs — the second sign-in wins.

## Prices are not what I expect

In order:

1. Is a **rule set assigned** to the listing? A listing with none is never priced automatically.
2. Is **Price this listing automatically** on?
3. Is **Publish prices automatically** on? Off works prices out without sending them.
4. Are you hitting the **floor or ceiling**? The trend chart shows the limits and whether prices
   are pressed against them.
5. Is the night a **manual price**? Those are protected unless *Replace prices I typed by hand* is
   on.
6. Is the **channel's own accepted range** narrowing it? It narrows your range; it does not replace
   it.

See [Smart pricing](/money/pricing/).

## Availability is lower than expected

Availability is capped at the room's **unit count**. One apartment is one unit. Check the room.

## A cleaning task is missing

Turnovers are created the night before a checkout, for that date only. If the checkout exists and
the task does not by that evening, contact support with the reservation code.

## The daily brief is in the wrong language

The brief follows the **workspace** language, not your personal one — that is deliberate, since it
goes to a team. **Settings → Workspace**.

## A guest message did not send

Check the connection status first: a reply goes out through the channel, so a channel that has
stopped syncing cannot deliver it. The message stays in the thread and can be resent.

## Numbers disagree with the extranet

Check which figure you are comparing. Santara's **revenue** is net payout; an extranet usually
shows gross. Both are stored — [Bookings](/daily/bookings/) shows all three for a stay.

## Something is genuinely broken

[Contact support](/help/support/) from inside the product, so the message arrives with your
workspace, the screen and the connection attached. Include the reservation code, the property name
and the exact date — those three make almost any report actionable.

---

## Getting help

Source: https://docs.santara.ai/help/support/

The assistant, human support, and what to include so the first reply is the useful one.

## Three places, in order

1. **[Ask Santara](/help/assistant/)** — in-product, can read your workspace. Fastest for "what is
   the status of…" and "why is this listing not live".
2. **These docs** — every page is also [markdown](/help/for-ai-tools/) if you would rather read it
   in a tool.
3. **Human support** — from the same panel as the assistant, escalate to the Santara team. If you
   have been talking to the assistant, that conversation is carried over.

## What to include

Support replies are only as fast as the detail in the first message:

- **The workspace and property name.**
- **The reservation code** if it involves a stay.
- **The exact date**, not "last week".
- **What you expected and what happened.**
- **The channel**, if a channel is involved.

Messages sent from inside the product already carry your workspace, the screen you were on, and
your connection status — which is why it is worth using rather than email.

## Response times

Support is asynchronous. You get a notification when there is a reply, and the thread stays in the
product, so you do not have to keep a tab open waiting.

## Reporting something urgent

If a live listing is selling nights at the wrong price, or a channel has stopped taking bookings,
say so in the first line. That is treated differently from a question.

## Feature requests

Send them the same way. The ones that get built are the ones that arrive with the situation
attached — what you were trying to do, and what you did instead.

---

## Glossary

Source: https://docs.santara.ai/help/glossary/

Every term Santara uses on screen, in one place.

**ADR** — average daily rate. Revenue divided by the nights that sold.

**Capability** — a named permission such as `stay.read` or `pricing.write`. Roles are bundles of
capabilities; screens and API routes ask for the same ones. See [Team and roles](/setup/team/).

**Channel** — a place you sell: Airbnb, Booking.com, your own booking site.

**Cleaning cluster** — a group of properties one cleaner covers. Drives the board's grouping and
the per-cluster WhatsApp message in the daily brief.

**Connection** — one linked channel account. A workspace can have many, including several on the
same channel.

**Daily brief** — the day written out: risks, arrivals, cleaning, revenue. Generated for the
workspace in the workspace's language.

**Direct booking** — a booking through your own site. No commission.

**Go live** — the deliberate action that hands a listing's calendar control to Santara. See
[Going live](/channels/going-live/).

**Gross** — what the guest paid, including the channel's commission.

**Listing** — one thing on a channel, mapped one-to-one to a Santara room.

**Manual price** — a nightly rate you typed. Protected from the pricing engine unless you allow
overwriting.

**Mapping** — the link between a channel listing and a Santara room.

**Occupancy** — nights sold divided by nights available.

**Payout / net** — what the channel actually pays you. This is what Santara means by **revenue**.

**Property** — a building or address. Holds rooms.

**Rate plan** — a price for a room plus its rules: minimum stay, guests included, extra-guest
price, cancellation terms.

**RevPAN** — revenue per available night: revenue divided by every night you had to sell. The
number to judge pricing on.

**Room** — a bookable unit. What guests book, what channels map to, what is billed.

**Rule set** — a collection of pricing rules: seasons, day-of-week premiums, events. Shared across
listings.

**Stay** — a reservation. Also called a booking.

**Ticket** — a tracked issue: a complaint, a repair, a job. Internal; guests never see one.

**Turnover** — the clean between a checkout and the next arrival. Created automatically the night
before.

**Unit count** — how many identical units a room represents. A hard cap on availability.

**Upsell** — an extra night, a late checkout or an early arrival sold to a guest already staying.

**Workspace** — one portfolio: its properties, team, billing and booking site. Nothing is shared
between workspaces.

---