Troubleshooting

Solutions to common issues with calendar sync, cleanings, invitations, and more.

Calendar sync issues

My calendar isn't syncing

Check these common causes:

1. Invalid iCal URL — make sure you copied the full URL from your Airbnb (or other platform) hosting dashboard. It should start with https:// and end with .ics
2. Calendar link is paused — open your property’s Calendar tab and check if the link shows as paused. Click Resume to reactivate
3. Source calendar is empty — if you have no upcoming reservations, there are no events to sync

Try clicking Sync Now to trigger a manual refresh. If the issue persists, delete the calendar link and add it again with a fresh URL.

Cleanings aren't being generated from my calendar

Auto-generated cleanings only appear when there’s a gap between guest stays. Check your sync settings:

• Minimum cleaning gap — if the gap between checkout and the next check-in is shorter than this setting, no cleaning is created
• Checkout/check-in times — make sure these match your actual schedule so gap calculations are accurate
• Default cleaning type — a cleaning type must be set for auto-generation to work

Also confirm that the reservation data in your source calendar includes both check-in and checkout dates.

Calendar shows wrong dates or times

This usually means your checkout or check-in times don’t match your Airbnb settings. Go to your property’s Calendar → Sync Settings and verify the times match what you’ve configured in Airbnb.

If dates are off by one day, your iCal feed may use a different timezone. Between Guests uses the times you configure in sync settings, so adjust those to compensate.

Cleaning issues

A cleaning is stuck in the wrong status

Cleaning status can only move forward through the normal flow: created → accepted → in progress → completed → verified. If a cleaning appears stuck:

• Stuck on Created — no cleaner has accepted it yet. Check that you have active cleaners on your roster and that the property is assigned to them
• Stuck on Accepted — the cleaner hasn’t started yet. Contact them directly if they’re past the scheduled time
• Stuck on Completed — you need to verify or request a redo. Open the cleaning and review the submitted checklist and photos

If a cleaning genuinely can’t proceed, cancel it and create a new one.

I can't edit a cleaning

Cleanings can only be edited while in Created or Accepted status. Once a cleaner has started working (In Progress), the cleaning is locked to protect the cleaner’s progress.

If you need to make changes to an in-progress cleaning, contact your cleaner directly with the updated instructions.

My cleaner can't see the checklist

The checklist appears when the cleaner opens the job detail. If it’s missing:

• Confirm a checklist exists for the property — go to your property’s Checklists tab
• If you use cleaning-type-specific checklists, make sure one exists for the cleaning type assigned to this job
• If no type-specific checklist exists and no default checklist exists, the cleaner won’t see one

Create or update a checklist and it will apply to future cleanings.

Invitation issues

My cleaner didn't receive the invitation

A few things to check:

1. Correct contact info — verify the email address or phone number you used when sending the invite
2. Spam folder — ask your cleaner to check their spam or junk folder for an email from Between Guests
3. Link expired — invitation links expire after 24 hours. Go to Team → Pending and click Resend to generate a fresh link

If the cleaner still can’t find it, try sending a new invitation using a different contact method (email vs SMS).

Invitation link says it's expired

Invitation links are valid for 24 hours. If the link has expired:

1. Go to Team → Pending Invitations
2. Find the expired invitation
3. Click Resend to generate a new 24-hour link

The new link is sent immediately to the cleaner’s email or phone.

Account issues

I'm not receiving notifications

Check your notification settings:

1. Go to Settings → Notifications
2. Make sure the notification types you expect are toggled on for your preferred channel (email and/or SMS)
3. Check Quiet Hours — if enabled, notifications are held during your quiet window and delivered afterward
4. Verify your email and phone number are correct in your profile

Also check your email spam folder — notification emails may be filtered.

I can't switch between owner and cleaner accounts

If you have both an owner account and cleaner access, use the account switcher in your settings. If you don’t see the switcher:

• Make sure you’re signed in with the same email for both roles
• Check that you’ve accepted the cleaner invitation (pending invitations don’t create full access)

If you used different emails, you’ll need to sign out and sign in with the other email to switch roles.