Troubleshooting Common Issues

Quick answers to the most common questions operators run into. If your issue is not covered here, reach out to the Tuluyan support team.

Why can't I publish my property?

Your property must pass the readiness checklist before it can be published. Open your property overview and check which items are incomplete. The most common missing items are:

• No product created. You have room types and units, but no product with pricing. Products are what guests actually book, so you need at least one.
• No payment methods. Go to Settings > Payment Methods and enable at least one method.
• No photos. Add at least one photo of your property. Listings without photos cannot be published.
• Missing location. Set your city and province in the property settings.
• Missing description. Add a description of your property.
• No check-in/check-out times. Set your check-in and check-out times in the property settings.

Complete every item on the checklist, and the Publish button becomes available. See Publishing Your Property for the full guide.

Why is my room showing as unavailable?

If a guest tells you they cannot book a specific room type for certain dates, check these things:

1. Calendar blocks. Open the calendar and look for manual blocks on those dates. You or a team member may have blocked the units for maintenance or personal use.
2. All units booked. If every unit of that room type already has a booking for the requested dates, the product shows as unavailable. Cancel or reschedule an existing booking to free up a unit.
3. Booking horizon. Your product may have a maximum advance booking period. If the guest is trying to book too far in the future, the dates will not be available.

Why aren't guests seeing my listing?

First, confirm that your property is published. Go to your property overview and check the status. If it says "Draft," you need to publish it.

If the property is published but guests still cannot find it:

• Check your public URL. Visit tuluyan.com/p/your-property-slug directly and make sure the page loads.
• Share the link directly. Guests find your listing through the link you share, not through a search engine (yet). Post it on your Facebook page, in group chats, and on your Google Business profile.

How do I change my property URL?

The property URL (slug) is set when you first create the property. Renaming the property does not change the URL. If you need a different URL, contact support.

A guest wants to cancel but it says no refund

The refund amount depends on the cancellation policy attached to the product and how close the cancellation is to the check-in date.

• Flexible: full refund if cancelled 24+ hours before check-in. No refund after that.
• Moderate: full refund if cancelled 5+ days before check-in. 50% refund if cancelled 1-4 days before check-in. No refund on check-in day.
• Strict: 50% refund if cancelled 7+ days before check-in. No refund after that.

If you want to give the guest a refund anyway (good customer service, repeat guest, exceptional circumstances), you can manually process a refund outside the system and cancel the booking. See Cancellation Policies for details on how each policy works.

I'm not receiving payouts

If you have online payments coming in but are not seeing payouts:

1. Check your payment method configuration. Go to Settings > Payment Methods and verify your account details are correct.
2. Check payout settings. Make sure your payout destination (bank account or e-wallet) is set up and verified.
3. Allow processing time. Payouts are not instant. There is a processing period after each transaction before funds are released. Check the Payouts article for the current settlement timeline.

If everything looks correct and you are still not receiving payouts, contact support with your organization name and the transaction dates in question.

How do I transfer my property to another organization?

This is not currently supported as a self-service feature. If you need to transfer a property (for example, you sold the business or are restructuring), contact the Tuluyan support team and they will assist you.

The map pin is in the wrong location

Your property's map pin is set when you configure the location on the property edit page.

To fix it:

1. Go to your property edit page (/operator/properties/[id]/edit)
2. Find the location section
3. Adjust the map pin by dragging it to the correct position
4. Save your changes