How does Pillow's booking process work?

Pillow markets your property across multiple platforms and thousands of booking sites nationwide. 

Instant bookings

All listings are set to instant book. This feature increases visibility and search-ability of listings and encourages a higher booking rate for your property. With instant book, guests are responsible for looking over your preferences in the listing and making decisions based on that information.

As a result, it is important that your preferences are up to date for things such as minimum night stays, number of guests etc. as it helps to filter out guests who may not fit your desired preferences.  

Additionally, for the safety and security of your property as well as to maintain a positive guest experience, all booking inquiries must be made at least 48 hours in advance. Pillow will not accept same day or next day booking so that the proper verification processes can take place. 

*Please note, according to Federal Law, Pillow is not allowed to decline guests based on their race, sexual preferences, disability, or age.

How does communication work?

Our support team ensures that any inquiries or messages from guests are responded to in a timely manner. Pillow relies on your calendar and amenities being up to date in your account so that we may accurately respond to any questions guests may have. Please make changes to your account as they occur such as calendar dates becoming unavailable, amenities being added or removed from your property or your booking preferences change.

Additionally, if you see a guest’s inquiry and would like to provide specific details or discounts that may not be listed under your preferences, please reach out to Pillow Support. We have found that guest’s who have contact with both Pillow and the owner become confused by who to reach out to if they have questions. If there is specific information that you would like to share with the guest, please let us know the information you would like to relay and we will be happy to message the guest on your behalf.

To find out more about how Pillow lists your property, please read How does Pillow list my property online? . For more information about each Platform and their vetting process that is available to you please read our Platform Comparison.


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