How Our Partnership Works
Our team follows a standard operating process built on market data: booking windows, seasonality, length-of-stay restrictions, minimum pricing, and market pacing. That process is what drives results, and it works best when it’s applied consistently over time.
Your input sets the parameters we work within. The areas where it matters most:
Risk tolerance: how aggressive or conservative you want us to be
Rate floors: the minimum you’re comfortable accepting
Restrictions: minimum stays or rules you need in place
Local events: anything happening in your market we should know about
From there, we refine the strategy based on overall performance, not individual bookings, and share updates through our ongoing performance reports.
How to Reach Us
From this point forward, [email protected] is your main point of contact for everything related to your account: strategy questions, account updates, adding new listings, and billing.
Help Center: help.synchronest.com
Email: [email protected]
All communication should go through this inbox, so there’s no need to CC other members of the Synchronest team.
Response Times
We aim to handle urgent issues, like a rate change, within the same business day. Strategy feedback is reviewed as part of our regular management cadence.
We don’t offer 24/7 support. If something is time-sensitive outside business hours, such as a sync failure or a channel connection issue, contact the relevant software’s support team directly (PriceLabs, your PMS, or the booking platform).
Keeping Communication Healthy
Keep a request within one email thread instead of starting multiple conversations about the same issue.
If you manage multiple listings, always specify which property you're referring to, the relevant dates, and enough context to avoid back-and-forth.
If you’ve run your own analysis, please summarize the key points and what you’d like us to look at. We’ll review it against our data and strategy and follow up.
We’re on the same team. Please treat our team with respect, and you can expect the same from us.
What to Expect: Rates Will Look Different
There will be times a rate looks extremely high, or unusually low. Expect this — it's often intentional.
During compression periods (dates where market occupancy has historically been high), it can make sense to price at or above the top of the market for a period of time.
If demand is strong and dates are far out, there's no reason to release inventory early.
As the booking window closes, pricing adjusts continuously based on demand, occupancy, remaining availability, and how the market is actually pacing.
Rates that start high aren't meant to stay there indefinitely — and the same applies on the low end. As a listing's occupancy climbs, the rates around the remaining open nights adjust with it. This is what we call occupancy-based adjustment.
To learn more about our approach to revenue management, click here.
When Will I See Results?
It depends on where we are in the season and booking window when we take on your listing.
If we start during a slow period where dates are already inside the booking window, we're working from behind from day one - the priority is capturing near-term bookings as quickly as possible.
If we start when the next several months are already well-booked and pacing ahead of the market, it may take longer before you see new bookings land, because the calendar is already in a strong position.
As a general rule, the first 90 days gives us enough signal to see how your listing is pacing, how your performance compares to the market, and whether meaningful movement is happening. That's typically where the picture starts to become clear.
The most important thing to understand is that revenue shouldn't be evaluated booking by booking. Individual bookings tell you very little. Performance is best measured over a quarter, and ideally over a full year so you can see how results hold across all seasons and demand cycles.
Pricing is one part of performance. Photos, copy, reviews, and amenities all influence whether a guest books. See our Marketing & Distribution resources for best practices.
For more on how we measure performance and what to look for, see Measuring Performance.
What We're Working On Week to Week
Every listing we manage is reviewed at minimum on a weekly basis. That process covers pacing analysis, rate adjustments, promotion strategy, and calendar monitoring - following a structured set of protocols designed to keep your listing competitive as market conditions change.
You won't receive a notification every time an adjustment is made. Most changes happen in the background as part of the normal management cadence. If something material changes or we need your input, we'll reach out directly.
For more on how pacing works and what we're monitoring, see Understanding Pacing in Revenue Management and OTA Discounts and Custom Promotions.
Making Pricing Changes
If you operate your own PriceLabs account, do not change your Base Price or Minimum Price at a global level once it's set.
These settings are often connected to broader group rules or seasonal strategy. Changing them directly can unintentionally affect future months, multiple listings, and disrupt the working strategy — sometimes without an obvious cause. Ask first.
To adjust a minimum or base price, send the request to [email protected] and we'll handle it on your behalf.
Changes you can make directly: You can apply a manual percentage markup or markdown to a listing's pricing. If you do, leave a note referencing the manual override. If we don't know a change came from you, it may get overwritten as our team continues managing the strategy.
If You Want to Revisit the Strategy
Our strategy is built on market data, established methodology, and pattern recognition developed across many properties and markets over time. That said, it's your business and we want to respect your goals.
If something about the strategy doesn't sit right with you - a minimum stay rule, a rate floor, a seasonal approach - we want to hear it. We ask that you come to us before making any broad changes directly. Share what you want to change and why, and we'll have an open conversation about how to approach it the right way.
For date-specific adjustments, you’re welcome to make a direct override in PriceLabs if you have access. Please leave a note so we know it came from you, since overrides can affect how the overall strategy performs.
When Something Doesn't Look Right
There will be times something catches your attention — a rate that looks too high or too low, bookings that have slowed, or a specific period that concerns you.
Reach out and we'll give you as much context as we have available. To help us respond quickly, always include:
Listing: which property
Dates: the specific dates in question
Concern: what you're seeing
Context: anything else relevant
Request: what you’d like us to look at or change
We'll review the broader strategy and either explain what's driving what you're seeing, or make an adjustment where it's warranted.
Keep the Synchronest Tag in PriceLabs
If we're managing pricing on only certain listings within your PriceLabs account, every listing we oversee must keep its Synchronest tag.
Please never remove it. This tag is how we identify, access, and service your listings through our PriceLabs Partner account. If it's removed, we may lose visibility into that listing and be unable to manage it properly.
Scope & Responsibility
Our team manages pricing strategy through PriceLabs and pushes rates to your connected channels.
We do not manage the ongoing operational configuration of those channels (we confirm everything is set up correctly at onboarding). Anything added afterward — Booking.com Genius Program discounts, mobile discounts, or platform-specific engagement features — falls outside our scope.
Things we don't control and won't support:
Calendar Availability
Managing direct and offline bookings
Physical changes to your listings
Changes inside your PMS
Date-specific promotions outside of Airbnb
Early check-in, late checkout, or "upsell" strategies
We manage the pricing pushed to your channels. What you layer on top of that operationally is on you — but if you make changes directly within Airbnb or another channel (fees, discounts, listing settings), let us know, since these can directly affect performance.
Total price positioning across OTAs matters more than ever. We understand the intent behind adding fees, but layering too many additional costs onto the nightly rate can price a listing out of the market and hurt conversion.
For broader strategy adjustments, questions about booking pace or market performance, or guidance on minimum stays, promotions, or pricing posture — reach out anytime at [email protected].