FAQ

Bookings

What happens if I don’t process a booking in time?

Unprocessed requests expire automatically after the configured delay (48 hours by default). Requests that have been taken on (status Awaiting response) expire at the end of the arrival day if they have not been confirmed. In both cases, the customer is notified by email and invited to submit a new request.

What is the difference between “Decline” and “Cancel”?

Decline: turns down a booking request (quote) before confirmation. No charge. The customer is invited to book for other dates. See Decline a booking.
Cancel: cancels an already confirmed booking. The cancellation is pushed to the PMS and may incur cancellation fees depending on your pricing policy. See Cancel a booking.

Can I modify a confirmed booking?

No. Editing is only available for requests with the To process or Awaiting response status. To modify a confirmed booking, make the changes directly in Apaleo. See Modify a booking.

Is online payment available?

No. Payments are recorded manually by staff (cash, card, bank transfer, and so on). See Record a payment.

Can customers cancel their own booking?

No. Only staff can cancel from the dashboard. The customer must contact the property.

Team

How do I invite a new member?

Team in the sidebar → Invite a member → email + role. The recipient receives an account-creation link (valid for 7 days). See Invite a member.

Can I change the role of an existing member?

No. Remove the member and send a new invitation with the new role.

What happens when I remove a member?

Their access is revoked immediately. Their past actions remain recorded.

Pricing

How do I change my prices?

Room prices are managed in Apaleo (your PMS) and synced automatically. Hestia displays rates as read-only.

The room options (high floor, baby cot, and so on) can be enabled or disabled from Pricing > Room options, but their prices are also set in Apaleo.

See Pricing.

How do I change my rate plans?

Rate plans are synced from Apaleo. Create or edit them in your PMS, and they appear automatically in Hestia. See Rate plans.

Settings

Where are my terms and conditions?

The T&Cs are written under T&Cs in the sidebar (owner only). Rich text editor, translations in 4 languages (FR, EN, ES, DE). The T&Cs are shown to the customer at checkout and on the public /cgv page. See Terms and conditions.

How do I customize the sender email address?

Settings in the sidebar → email domain section. Add DNS records with your domain host. See Custom email domain.

Images

Which image formats are accepted?

JPEG, PNG, and WebP, 10 MB max per image. Recommended resolution: 1920 × 1080 pixels minimum.

How do I set the main image?

Hover over the image in the gallery and click the star icon. See Organize the gallery.

Customers

How do customers access my booking page?

https://your-domain.com/{property-group-slug}/{property-slug}/booking

Share this link on your website, social media, or by email.

In how many languages is the customer journey available?

4 languages: French, English, Spanish, German. Detected automatically from the customer’s browser.

Technical

What is the PMS?

The PMS (Property Management System) is your hotel management software. Hestia connects to Apaleo to sync properties, rooms, rates, and bookings.

Is the PMS sync real-time?

Confirmed bookings are sent to Apaleo immediately. Apaleo data (properties, rates, availability) is fetched in real time on each view.

What happens if the PMS sync fails?

The booking stays pending and an error message appears. You can retry the confirmation.

If the problem persists:

Check the Apaleo connection in Settings
Trigger a manual sync again
Contact our support team if the error continues