Our experience with Happy Guest
Update on my Happy Guest situation: Kanan from Happy Guest reached out to me directly and refunded the charges we disputed.
I want to be clear that I didn't share this to damage anyone. Sadly, it was the only way I was able to get real attention after trying through support. I understand that public image matters, and I'm glad this led to a conversation.
I've shared my feedback with Happy Guest privately, including a suggestion to document charges in writing so hosts know exactly what to expect. For other hosts: if you choose to have all reservations charged automatically to your account, review your charges regularly and keep any agreements in writing.
I still think a product like Happy Guest is a good idea. I've chatted with hosts who use it and chose to have guests pay directly through the Happy Guest portal, choosing between a security deposit or the waiver, instead of the host being charged automatically. That wasn't the setup we used, as it wasn't a good fit for us but might be for other hosts
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We used Happy Guest and want to share our experience so other hosts can make an informed decision.
During a financial audit of our account, we found charges that didn't match reservations or usage of the platform, or what we'd been agreed to: policy coverage that was added without our knowledge or approval, duplicate charges on the same reservation, and charges applied to guests who never even used the Happy Guest portal, despite being told directly that non-use of the portal meant no charge would apply (and instructions on how to avoid the charges).
When we raised this, it took multiple escalations over about three weeks to get any real engagement. One rep's responses felt scripted and didn't address our questions to the point we thought we were being answered by AI. We were eventually told by phone that there is no signed written agreement, that pricing and policies are based on what was discussed in the original sales call rather than anything in writing.
We were told they were going to check on communications and meeting recordings to check on the agreements made with us, and we'd get a follow-up by a specific date; that date came and went twice more before we got a response, and when we finally did, it downplayed the unresolved issues, label is as unkind and rude for asking documentation and accountability and closed our account rather than resolving the underlying billing questions.
I wouldn't recommend using Happy Guest, but if you do, get everything in writing upfront (fee amounts, what triggers a charge, cancellation/change history) and audit your charges regularly. Happy to answer questions if others have had similar experiences.
Reply from Happy Guest
Hi Oriana,
We’re very sad to read the review posted. As you know, we’ve been in communications with you since you reached out.
You provided 4 charges for reservations and asked if they were correct:
# 1: ✅ $110 — this reservation was 55 nights long and had policies attached that were for 29-night increments. So a 55-night long reservation is (2) $55 waivers = $110
# 2: ✅ $55 — this reservation was under 29 nights, so (1) $55 waiver = $55
# 3: ✅ Duplicate reservation & charge — Our support team found this particular listing had (2) reservation feeds: 1 API reservation feed and 1 iCal feed. That created 2 reservations in your account for the same dates. Our support team found that with you, removed your duplicate reservation feed, contacted the waiver provider, and refunded 1 of those charges for you.
# 4: ✅ Duplicate reservation & charge — Our support team looked into those (2) reservations, but they had different reservation dates, so they don’t seem to be duplicates.
🤗 Our team always tries to go above and beyond even with things we don’t have control over (like waiver provider policies), and always try to help any and every way we can. We’re so sorry we couldn’t get full refunds for the completed reservations that took place in April.
Happy Guest
