Guest Messaging Guide and FAQ

The Guest Messaging feature in Holidu provides a unified inbox, AI-powered automation, and scheduled messaging capabilities for streamlined communication with guests across all booking channels. This guide explains what the feature is, where to find it, and how to use it effectively.

What is Guest Messaging?

Guest Messaging is a comprehensive communication tool that brings all your guest conversations into one centralized location. Whether your guests book through Airbnb, Booking.com, Vrbo, Holidu, or direct bookings, you can manage all messages from a single inbox. The feature includes three main components:

• Inbox — A unified messaging hub for all guest conversations
• AI Assistant — Automated responses to common guest questions available 24/7
• Scheduled Messages — Pre-set messages sent automatically for check-in details, access codes, and arrival information

Where to Find Guest Messaging

To access the Guest Messaging feature, follow these steps:

1. Open the Holidu web app and log in to your host account
2. In the left navigation menu, click on Messages
3. Select either Inbox to view conversations, Scheduled Messages to set up automated messages, or access the AI Assistant settings

How to Use the Inbox

Accessing Your Conversations

The Inbox displays all your guest conversations in one place. Each booking appears as a single message thread, regardless of which booking channel the guest used (Airbnb, Booking.com, Vrbo, Holidu, or direct bookings). Messages from upcoming, current, and past bookings are available for a limited period after checkout.

Sending Messages to Guests

To send a message:

1. Locate the relevant conversation thread by searching or scrolling through your inbox
2. Type your response in the message box at the bottom of the conversation
3. Click Send to deliver your message to the guest
4. Use the attachment icon (paperclip) to upload images or documents if needed

Using Translation Features

The automatic translation feature allows you to compose messages in your preferred language, and they will appear to guests in their language where possible. Simply type your message normally, and the system handles the translation automatically.

Managing the AI Assistant

The AI Assistant responds to common guest questions automatically, such as check-in instructions, WiFi details, and directions. If you want to pause AI responses for a specific conversation, you can do so by clicking manage settings in that conversation thread and disabling the AI, or by beginning to type a message yourself.

Receiving Notifications

New messages and urgent inquiries trigger notifications via push, email, or SMS, depending on your account settings. You will be alerted if the AI Assistant requires your manual input to resolve a guest question.

Scheduled Messages Overview

Scheduled Messages allow you to send automated check-in instructions, access codes, and arrival information to every guest automatically. To set up or modify scheduled messages, go to Messages > Scheduled Messages in the left navigation menu. These pre-set messages appear in your conversation threads so you maintain full visibility of all guest communication.

AI Assistant Overview

The AI Assistant is available 24/7 to handle frequent guest questions automatically. It can answer queries about check-in procedures, local recommendations, WiFi information, and other common topics. The AI reduces your response time and ensures guests receive immediate answers to their questions. You have full control over the AI and can pause or disable it for any conversation when needed.

Enabling Access for Collaborators

Collaborators are not included automatically. To give a collaborator access, go to the specific property in Holidu, select Collaborators to adjust that person's access, and enable access to guest conversations. This needs to be done separately for each individual property.

Frequently Asked Questions

Getting Started

How do I access Guest Messaging Inbox?

Go to the left menu in the Holidu host portal and select Messages > Inbox. All your guest conversations will be displayed in a unified thread view.

How can I access and configure the Scheduled Messages?

Go to the left menu in the Holidu host portal and select Messages > Scheduled Messages. From there, you can create, edit, or delete pre-set messages that will be sent automatically to guests.

Is Guest Messaging included in my subscription?

Yes, Guest Messaging is included for all hosts at no additional cost.

Inbox Features

Which booking channels are supported in the Inbox?

Conversations with guests from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings are all supported and integrated into your unified inbox.

Can I attach files or images to messages?

Yes, use the attachment icon in the message composer to upload images or documents to send to guests.

AI Assistant

What does the AI Assistant do?

The AI Assistant automatically answers frequent guest questions 24/7, such as check-in information, WiFi details, local recommendations, and directions. It helps reduce your workload and ensures guests receive immediate responses.

How do I pause or turn off the AI?

Click manage settings in a conversation, and disable the AI to stop automatic responses for that specific thread.

Notifications and Support

How will I know if there is a new message?

Notifications are sent via push, email, or SMS based on your account settings. You will be alerted if a message arrives or if the AI Assistant requires your manual input to resolve a guest question.

What if a message requires customer support?

The Holidu Customer Happiness team can join the conversation as needed for further assistance. Press the support button in the bottom right corner of the Holidu platform to request help.

Collaboration and Access

Can multiple people use Guest Messaging for the same property?

Yes, property owners, managers, and invited collaborators can all access the same inbox and respond to guest messages. Access is managed by the property owner or manager.

Limitations

Can I message guests for calendar blocks that are not bookings?

No, messaging is only available for actual bookings. Calendar blocks without reservations cannot be used to contact guests.

Will all guest messages appear in Holidu?

All platform-based messages from booking channels are synced to your Holidu inbox. However, guests may also contact you through email or phone outside of Holidu, so those conversations may not appear in the inbox.

Summary

Guest Messaging provides a complete communication solution for vacation rental hosts. With a unified inbox for all booking channels, 24/7 AI assistance, and automated scheduled messages, you can manage guest communication efficiently. Collaborators can be granted access to specific properties, and notifications keep you informed of important messages and inquiries. The feature is included with all Holidu host accounts at no additional cost, making it an essential tool for providing excellent guest service and reducing administrative burden.