Real questions from our support inbox, with the behaviour behind them. Many look like bugs but are the system protecting you.
Prices, rates and availability
Why can't I lower my price in the Cockpit? The new price is below the property's Min Price, so Elev8 doesn't apply it. This protects you from selling far too cheap by mistake. Lower Min Price under Property → Property Settings first. → Cockpit
How do I set my base or nightly prices? Give each room a price on its rate plan under Property → Rooms & Rates → Rates. For specific days or seasons, use an override in the Cockpit. → Cockpit, Property
Where do I set minimum stay? In the Cockpit, on the Restrictions tab of Override Settings, not on Availability. Elev8 sends it to your channels. → Cockpit
What does Maximum Stay on a rate mean? The longest booking a guest can make on that rate. Set it to 14 and stays of 15 nights or more aren't offered. It's the counterpart to minimum stay, applies per rate, and is sent to your channels. Use it to keep long stays off short-stay listings or steer long stays to a direct enquiry. → Property
PriceLabs won't accept my listing. It needs at least 366 days of calendar and a starting price: set Inventory Days to 366 or more, add a price to the default rate plan, open availability, then re-sync. → Cockpit
I need a separate cleaning fee for direct bookings. Add it as a fee under the property's Fees & Taxes. → Property
I changed the price, but nothing happened. Change prices on the rate plan row, for example Default Rates, not on the listing's summary row. Expand the listing in the Cockpit to see its rate plans. Also check the price isn't below Min Price, the safety limit that stops rates dropping below a level you set. → Cockpit
I got a double booking after adding a booking by hand. When you create a booking on dates that are already taken, Elev8 checks and warns you. Choosing Continue Anyway overrides the warning and creates the booking anyway. Only use it when you know the dates are free in reality, for example a manual block you're about to remove. → Cockpit
An inquiry didn't turn into a confirmed booking after the guest paid. If the guest pays through the Elev8 payment link, the booking confirms automatically. If they paid another way, such as manual transfer bank transfer or cash, change the status to Confirmed yourself once the money has arrived. → Reservations
I can't change the price or status of an old reservation. Reservations imported from your previous system (for example Smoobu) arrive with the price and status from that system, so they can't be edited the normal way. Bookings created in Elev8 aren't affected. Need one corrected? Contact support with the reservation. → Reservations
Which cancellation policy applies to my direct bookings? The one you set. It decides what a guest gets back when they cancel a direct booking, so Elev8 doesn't pick one for you. Create it once under the property's Policies → Cancellation Policy; after that it appears in the dropdown for your other properties, so you can apply the same policy everywhere. → Property
Same-day bookings: what's the difference between Cut off time and Cut off days? Cut off time is the time of day, in the property's time zone, when today's availability closes. Cut off days is how far ahead a booking has to be made; Same day allows bookings for today. Both are under Property Settings. → Property
Channels and listings
My listing shows "Unpublished" on the Channels page. That's the listing's own status on Airbnb, not a broken connection. Once the Airbnb listing is complete, open Channels, go into the Airbnb account, open the Listing tab, click Settings next to the listing and choose Publish. → Channels
Why weren't my Booking.com photos imported? Elev8 imports photos from Airbnb only. Upload the rest under the property's Files tab. → Property
Guest messages and automation
Can I ask only happy guests for a review? Yes. In your review journey, add a Hard Requirement step before the review message, with the condition Sentiment is Positive or Neutral. Unhappy guests then don't get the request. Build with AI on the Journey page can draft the whole journey from one sentence. → Smart Flow
Will guests get the same information twice from journeys and check-in messages? Turn on context checking in your Send Message steps: Elev8 AI checks the conversation first and holds back a message that would repeat what the guest just received. Look for ElevAI skipped in the Inbox. → Smart Flow, Inbox
I changed the minimum stay, but Elev8 AI still tells guests 1 night is fine. Elev8 AI answers from your property information and SOPs. Update the booking policy there too, then check with Test Elev8 AI. → Elev8 AI
Can different properties have different Elev8 AI settings, like reply delay? Yes. In Settings → Conversation, choose New Config from the dropdown and add those properties to it. Everything else stays on default. → Elev8 AI
My WhatsApp templates say "Pending" and I can't pick them in a journey. Meta reviews every WhatsApp template before it can be used. Until a template is approved, it can't be selected in a Send Message step. → Settings, Smart Flow
How do I change the phone or WhatsApp number guests see? It's set per listing: open the listing under Property and update its contact details (phone, WhatsApp, website, social links), then click Update. → Property
I switched Elev8 AI off for a guest, but they still get messages. The ElevAI switch only stops AI replies. Automated Journey messages (booking confirmation, Guest Guide, check-in instructions, review requests) still go out. To stop those too, check which journeys apply to that property under Smart Flow → Journey. → Smart Flow, Inbox
Cleaning and team
How do I give my cleaner a cleaning after every checkout, automatically? Set the property's cleaning schedule to After Guest Checkout (Property → ⋯ → Cleaning Settings) so a turnover cleaning is created after each stay. Assign the cleaner to that listing under Members → Users, then assign them in Operations → Cleanings → Housekeeping Schedule. → Operations
Daily cleanings show up for rooms we don't clean daily. Check the cleaning schedule for those properties under ⋯ → Cleaning Settings and the room's Cleaning Settings, and switch them to the schedule you actually use. → Operations
Why doesn't Elev8 pick a cleaner automatically? By design. Many listings have several housekeepers, so an automatic choice between them would be random rather than planned. Elev8 creates the cleanings; you decide who does them in Operations → Cleanings → Housekeeping Schedule. → Operations
An owner can see tasks or properties that aren't theirs. Give owner accounts the Owner role only. Owners then see just the properties they own. → Members
A reservation was cancelled and its cleaning disappeared. That's on purpose: without a stay there's no turnover, so Elev8 removes the cleaning that belonged to it. Still want the room cleaned? Add it with Manual Cleaning. → Operations
What a team member can do with cleanings in Elev8 Go depends on their role. If a button is missing, check their role under Members → User Role → Permissions → Mobile App, and that the app is up to date. → Elev8 Go, Members
Some menu items (like Channels) are missing. What the menu shows depends on the user account, not the company. An owner account opens a reduced owner view by design. If an admin is missing menu items, contact support and we'll check the account. → Members
Payments, invoices and your account
My invoice shows tax I don't charge. Remove that tax from the property's Fees & Taxes so future invoices are right. Contact support to correct an invoice already issued. → Property
I can't change my email address: the field is greyed out. The email of the main admin account is also your login, so it can't be changed from the profile page. Contact support and we'll change it for you; afterwards, sign in with the new address (your password stays the same). → Settings
I can't copy my API key any more. For security, an API key is only shown in full once, when you create it. Store it somewhere safe straight away. If it's lost, create a new key under Settings → API Keys and use that one. → Settings
Can Elev8 register my guests with the Zurich authorities? Not automatically yet: Elev8 connects to AVS and Feratel. For Zurich, keep submitting registrations for all adult guests manually. Each guest's Guest Guide link is on their reservation, so you can copy it whenever you need it. → Settings, Reservations
Your website and domain
How do I connect my own domain to my Elev8 website? Point your domain to Elev8 at your domain provider, using the DNS records shown for your site: the www record is a CNAME to cname.elev8-stays.com. Your domain stays your domain; never combine the two names (not yourdomain.com.elev8-stays.com). If the domain was used on another website builder (for example Shopify), remove it there first. If your provider can't set a CNAME on the root domain, contact support for the records to use instead. → Marketing
I own other domains too. Do they all need to point to Elev8? No. Keep them at your registrar and switch on domain forwarding to your main website address. → Marketing