Questions hosts ask, answered plainly.

Most hosts are sending their first packet within 10–15 minutes. Copy our starter rules and fees, edit the wording to match yours, paste in WiFi and the door code, save. That’s it. If your property is in a city we have starter rules for (Miami Beach, Nashville, Austin, NYC, and 6 others), the editor suggests them as soon as you enter the address.

Yes. Paste your iCal feed URL once and we pull new reservations every 30 minutes. You’ll get an email each time a booking lands. iCal doesn’t carry the guest’s name or email, so to auto-fill those (and optionally auto-send the packet), forward the booking-confirmation email from your platform inbox to the per-property address PreArrive gives you.

Yes. Upload a PNG / JPG / SVG / WebP (up to 1 MB) and set a brand color hex in property settings. They appear on the signing page header and the email the guest receives.

A branded page with your property name, the welcome message, each rule, and each fee on its own line. They tap each item to acknowledge, then draw a signature. See it live at the demo signing page.

Yes. Every property has its own packet by default, and Free covers one packet per property. Solo and above lift the cap so a single property can carry multiple packet variants (weekend vs weeklong, peak vs off-season, whole-home vs single-room). Each reservation points at exactly one packet; you pick which when you send.

Yes, on Solo and above. Multi-packets let one property carry multiple packet variants: a stricter "Weekend" packet with tighter occupancy and a higher cleaning fee, a relaxed "Weeklong" packet for longer stays. On a new reservation you pick which packet applies; the guest only ever sees the one you sent. Free is limited to one packet per property, so a Free host would have to edit the single packet between bookings.

Yes. Visit /sign/demo_001, type your real email, sign the demo packet, and you'll get a [Demo]-prefixed copy email along with a sample certificate PDF download. The demo doesn't create a reservation in any host's account; it's purely a walk-through. Useful for showing the flow to a partner or a host you're onboarding.

Yes. Pick Don't schedule on the property (or on a single reservation's Schedule submenu) and the reservation sits in draft until you click Send. By default new properties are on the scheduler (packet sent about 72 hours before check-in, reminders every 24 hours after), but the override chain lets you turn it off at the workspace, property, or reservation level. See When PreArrive sends the signing invite.

Three ways. (1) On a single reservation, open Actions ▾ and toggle reminders off (or set the cadence to "Don't remind"). (2) On a property, set Reminders to Off and every reservation on that property inherits. (3) For host-side reminders only, uncheck "Reminders when a packet is still unsigned" under Settings → Notifications. The guest reminder still fires. The reminder loop also stops on its own once the cap (5 reminders per reservation) is reached or the check-in date passes.

The scheduler runs every 30 minutes. If your offset says "72 hours before check-in," the packet is eligible to send any time after that 72-hour mark — but the next half-hour tick is what actually picks it up, so the send can land 0–30 minutes late. The offset is anchored on the local check-in moment when the property has a timezone set and the reservation has a check-in time; without those it falls back to midnight UTC on the check-in date, which can drift several hours. Setting the property timezone is the single highest-leverage fix.

No tool does that, including ours. The Resolution Center weighs evidence and decides at its discretion. What it looks for is a fee disclosed in the listing AND acknowledged by the guest. We give you a paste-ready "Additional Rules" block for the listing field, plus the signed acknowledgment record. Both halves of the requirement, in one place.

Yes, by hosts using it, not by us in a lab. The pattern Airbnb is looking for is: rule disclosed in listing copy, rule acknowledged by guest in writing, with a timestamp. The certificate is that timestamp.

Small-claims rules vary by state, and admissibility is the court’s call — not ours. The certificate is structured the way documentary evidence usually is: a signed acknowledgment, two timestamps, two IPs, a content hash a third party can verify. Print the PDF, attach it to your filing, and check your local court’s rules on electronic records before you file.

Yes. Every certificate carries a QR code that resolves to prearrive.com/verify/<hash>. The page recomputes our HMAC of the content hash and confirms PreArrive issued it, without exposing any guest information. It’s the read-only proof an adjuster or small-claims clerk needs.

Nothing: the certificate is a frozen snapshot. At sign time, PreArrive records the exact rules, fees, welcome message, and disclosure version the guest acknowledged, hashes the content, and stores it on the reservation. Later edits to the packet (or even archiving it, or switching the property's default) never reach back into a past certificate. You can refine your rules and fees as you learn without worrying that the evidence from a past stay will shift under you. See multiple packets per property for the longer version.

No. The data lives in your account; we don’t share it with marketers, brokers, or insurance carriers. Operator access is logged and behind Cloudflare Access.

In Cloudflare’s storage layer (D1 + KV for the database, R2 for uploaded assets like property logos), with the primary region in the US (US-East). We don’t mirror to other regions by default.

Yes. You can delete a certificate on request, but the hash and audit-trail metadata stay on the reservation for the retention window so the deletion itself is traceable.

Yes. From the reservation view, "Revoke link" deletes the signing token so the URL stops working. Useful if the guest forwarded the link or canceled.

The signature stays on the reservation in your account forever (subject to your retention setting). The guest gets a durable copy URL of the form prearrive.com/c/<token> with no auth and no expiry. Twelve months later they can still open it from their inbox. The page shows an HTML certificate with a Download PDF button. See Your signed copy — what the guest gets for the full reference and how to copy the link into the Airbnb DM thread if the email never lands.

Open the reservation. The delivery timeline shows whether the email Sent, Delivered, Opened, or terminal Bounced/Complained. The first step that's missing tells you where it stopped. If it's an Airbnb relay address that bounced, click Copy signing link (or, after signing, Copy guest's copy link) and paste the URL into the Airbnb DM thread. That bypasses the relay entirely. See Email delivery timeline + suppressions for the full recovery flow.

Suppressions are addresses PreArrive has stopped sending to because the recipient marked one of our emails as spam (Complained) or clicked an unsubscribe link. The list is per-sending-domain and exists to protect deliverability for every host. The fastest fix is to ask the guest in the Airbnb DM thread for a different personal email, update the guest email on the reservation, and resend. If you believe an address was suppressed in error, message support. We can review on a case-by-case basis.

Open the property → Details card → Timezone. The dropdown lists every US IANA name (America/New_York, America/Los_Angeles, America/Phoenix, and so on); non-US zones can be typed in. Setting the timezone is the single highest-leverage thing you can do to make times read correctly on the signing page, the certificate PDF, the emails, the iCal feed, and to anchor the auto-send scheduler on local check-in instead of UTC. See Check-in / check-out times.

The property's timezone field isn't set yet. Without it, PreArrive can't resolve "3:00 PM" to a local moment, so the email renders the time in UTC as a fallback. Open the property → Details → Timezone and pick your IANA zone (e.g. America/New_York). Save, then resend the signing email; the next send will render the time correctly. The same fix applies to anywhere times look "off by 4 hours." That's the UTC-fallback symptom.

Yes. one property, 1 sync source, 10 packets/mo, 3 rules + 3 fees per packet, 1 packet per property, one active reservation at a time, no time limit, no credit card. Guest signing pages carry a small "Powered by PreArrive" footer. Solo at $9/mo removes the volume caps and adds branding when you want it.

Yes, at any time. Annual saves 2 months (~16%). Use the in-app Billing → Manage subscription button to swap plans, cancel, or update payment method. It opens the Stripe Customer Portal directly.

Yes. Every paid plan lets you buy extra properties and teammate seats as quantity-based add-ons, each priced per tier (a 2nd property is $7/mo on Solo, $5/mo on Host, $3/mo on Pro; extra seats are $5/mo). Set the quantities right in the app: the +/− steppers on the Billing tab, then Save & apply. Stripe prorates the change and the caps on your dashboard update immediately. (The Stripe Customer Portal is only for invoices, card changes, and cancellation.)

Your account becomes read-only. Past certificates are exportable for 90 days, then archived for the full retention window. We don’t hold certificates hostage.