Common questions
What you need
- Nothing. If your question is not here, the page it belongs to is linked beside the answer.
Getting in
Which panel do I sign into?
Hosts /client, operators /partner, cleaning companies /provider, cleaners /w,
supervisors /staff. They look alike and are not interchangeable — open /signin and pick
the one named for your role. See What Suitiee is.
My password is refused on a panel that looks right. You are almost certainly on the wrong panel.
Why does the panel say "Test mode"? The account is a sandbox: nothing is dispatched and nothing is charged. See Test mode.
Bookings
How do bookings get in? Connect the channel by signing in, paste a calendar link, or have your own system post an event. See Three ways bookings reach Suitiee.
Do I have to pick one? No. The lane belongs to the unit, and one portfolio commonly uses all three.
Why is there no price on my bookings? A calendar link carries dates and nothing else. Connect the channel by sign-in, or send the amount on your own event.
Two channels sold the same night. It happens in the minutes before either hears about the other. Cancel one, on the channel it was sold on. See The calendar.
A booking arrived under no unit. Its listing id matches nothing. Open the booking and link it.
Cleanings
A checkout passed and no cleaning appeared. Almost always an empty wallet. The turnover is retried, not dropped — top up and the next check books it. See Turnovers.
How long do the cleaners get? Until the next guest arrives, when that booking is already known; five hours otherwise. Change the rule under Cleaning Timing.
Why did nobody take the job? No cleaning company's service zone covers the unit, or nobody was available. See Assignment and acceptance.
An offer expired. Thirty minutes, then it goes to the next company. Nothing is recoverable, and nothing is lost — it is being done by somebody else.
Can I choose the cleaner? You can express a preference for a company; the named cleaner is chosen by them.
A women-only unit. Only women cleaners are listed, and anyone else is refused.
Money
What pays for a cleaning? Package visits first — operator-funded before host-funded — then the wallet. See The wallet.
I topped up and nothing changed. Nothing is credited because a browser came back to the site; the balance moves when the payment clears.
Do unused package visits carry over? No. A package is a block of time as much as a block of visits.
Is this a ZATCA e-invoice? Not yet. Invoices record what was charged. See Invoices.
Guests
Does Suitiee message my guests? Only if you switch a rule on. A new account sends a guest nothing. See Guest messages.
Where do guest messages from the channels go? The guest inbox, beside the stay they belong to. Threads need a channel connected by sign-in.
What do you do with a guest's email and phone? Stored on the booking, shown to the host and operator who own it, kept off every list column, never written to a log line.
Integrating
Which is better, webhook or API? The webhook for automatic turnovers, the API when your own software is deciding. Most integrations use both.
My signed request comes back 401. The bytes you signed are not the bytes you sent, or your clock has drifted more than five minutes. See Your PMS by webhook.
I sent the same event twice and got one cleaning.
Correct. That is what event_id is for.
Can Gathern or Qotoon connect directly? Not yet — calendar links in both directions today. See The channel connectivity API.
When it goes wrong
If the answer above did not fix it, the page it links to has a When it goes wrong table of its own, written as what you see / what it means / what to do. Start there, then ask support with the job number or the event id in hand — both are on the row you are looking at.