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Property Photos: How They Sync and Troubleshooting

Guide on how property photos sync and steps for troubleshooting common issues.

Gil Chan avatar
Written by Gil Chan
Updated over a week ago

Overview

Property photos are pulled from your PMS (Hospitable, OwnerRez, Guesty, etc.) and displayed on your CraftedStays website. Understanding how sync works helps troubleshoot common issues.

How Photo Sync Works

Initial Import

When you first connect your PMS and import properties:

  1. CraftedStays requests property data from your PMS

  2. Photos are downloaded and processed

  3. This can take several minutes - be patient

Ongoing Sync

After initial import:

  • Photos sync when you trigger a manual sync

  • Some PMS integrations sync automatically via webhooks

  • Changes in your PMS may take a few minutes to appear

Photo Order

Photo order on your CraftedStays site matches the order in your PMS. To reorder photos, change the order in your PMS, then sync.

Manual Sync

To force a photo update:

  1. Go to Properties in your CraftedStays dashboard

  2. Click on the property you want to update. Click Edit


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  3. Click the "Sync Now" button


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  4. Wait for the sync to complete (may take a few minutes)

  5. Refresh your property page

Enabling Integrated Sites (OwnerRez)

For OwnerRez users, Integrated Sites provides full photo access:

  1. Log into OwnerRez

  2. Go to Settings > Billing

  3. Enable "WP + Integrated Sites"

  4. Return to CraftedStays and sync your properties

Without Integrated Sites, you'll need to manually upload photos.


Homepage vs Property Page Photos

Homepage Gallery: Shows a limited number of photos (typically 5) by design. This is intentional for visual appeal and page performance.

Property Page: Shows the full photo gallery. Guests can view all photos on the individual property page.

Troubleshooting

Photos Not Appearing After Import

Wait a few minutes. Photo sync isn't instant, especially for:

  • Large photo libraries

  • High-resolution images

  • Initial imports with many properties

Try these steps:

  1. Wait 5-10 minutes

  2. Click "Sync Now" on the property

  3. Refresh your browser (Ctrl+F5 / Cmd+Shift+R)

  4. Check that photos exist in your PMS

Photos Out of Order

Photo order matches your PMS:

  1. Reorder photos in your PMS (Hospitable, OwnerRez, etc.)

  2. Return to CraftedStays

  3. Click "Sync Now" on the property

  4. Wait for sync to complete

Missing Some Photos

Check photo count limits:

  • CraftedStays supports up to 60 photos per property

  • If you have more than 60, only the first 60 will sync

Check PMS settings:

  1. Verify all photos are "active" or "visible" in your PMS

  2. Some PMS platforms have settings to hide certain photos

  3. Make sure photos aren't marked as "private"

Photos Not Updating After PMS Changes

  1. Wait a few minutes - sync isn't instant

  2. Click "Sync Now" on the affected property

  3. If using OwnerRez, ensure Integrated Sites is enabled

  4. Clear your browser cache

Blurry or Low-Quality Photos

CraftedStays optimizes photos for web performance:

  • Very large images are resized

  • This maintains fast page loading

For best results:

  • Upload high-resolution originals to your PMS

  • Minimum recommended: 1920x1080 pixels

  • CraftedStays will resize appropriately

"Unknown provider" or Import Errors

For Hospitable users:

  1. Delete the problematic property from CraftedStays

  2. Re-import from Hospitable

  3. Wait for full sync to complete

For other PMS:

  1. Verify PMS connection is still active

  2. Try disconnecting and reconnecting your PMS

  3. Contact support if it persists
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Photo Specifications

Specification

Recommendation

Max photos per property

60

Recommended resolution

1920x1080 or higher

Supported formats

JPG, PNG

Aspect ratio

16:9 or 4:3 recommended

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