Guest Messaging Guide and FAQ

Guest Messaging brings every conversation with your guests into one place — across all your booking channels — and uses an AI Assistant to take routine questions off your plate. This guide explains how the feature works and answers the questions hosts ask most often.

What is Guest Messaging?

Guest Messaging is a unified communication tool that centralizes all guest conversations from multiple booking platforms into a single inbox. It streamlines your guest interactions, reduces manual work, and ensures no messages slip through the cracks.

The feature includes three main components:

• Inbox — Messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings in one place
• AI Assistant — Answers common guest questions automatically, informed by your property's local context
• Scheduled Messages — Check-in details, access codes, and arrival information sent automatically for every booking

Where to Find Guest Messaging

Guest Messaging is located in your Holidu host portal. To access it:

1. Open the Holidu web app
2. In the left navigation menu, click Messages
3. Select the feature you need: Inbox, AI Assistant settings, or Scheduled Messages

How to Use the Inbox

The Inbox is where all your guest conversations are centralized. Here's how to use it effectively:

Accessing Your Conversations

Open the Holidu web app and navigate to Messages > Inbox. Each booking appears as a single conversation thread, regardless of which channel the booking came from (Airbnb, Booking.com, Vrbo, Holidu, or direct booking).

Sending Messages

1. Locate the relevant conversation thread
2. Type your response in the message box at the bottom of the thread
3. Click Send to deliver your message to the guest

Viewing Scheduled Messages

Scheduled messages — such as check-in instructions and access codes — are sent automatically by the system and appear in the conversation thread alongside your manual messages for full visibility and context.

Using Automatic Translation

Simply compose your message in your preferred language. Guest Messaging will automatically translate it to your guest's language where possible, helping you communicate clearly with guests from around the world.

Managing AI Assistant Responses

The AI Assistant will automatically respond to common guest questions at any time. If you'd like to take over a conversation, you can pause AI responses by:

• Starting to type a message yourself, which will automatically pause the AI
• Selecting the pause option in that specific conversation thread

Receiving Notifications

Notifications for new or urgent messages are delivered via push, email, or SMS, depending on your account settings. This ensures you never miss an important guest inquiry.

AI Assistant and Scheduled Messages Overview

AI Assistant

The AI Assistant answers common guest questions automatically, 24/7. It handles inquiries such as check-in times, WiFi passwords, local directions, and property amenities — all informed by the local context of your property. This reduces your workload and ensures guests receive immediate responses even outside business hours.

Scheduled Messages

Scheduled Messages allow you to automate routine communications. Set up messages for check-in details, access codes, and arrival information that are sent automatically for every booking. You can configure these messages in Messages > Scheduled Messages.

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 the Guest Messaging Inbox?

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

Is Guest Messaging included in my account?

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 appear in your unified inbox.

Can I view messages for past bookings?

Yes — you can view message history for upcoming, current, and past bookings for a limited period after checkout.

AI Assistant

What does the AI Assistant do?

The AI Assistant automatically answers common guest questions 24/7, such as check-in information, WiFi details, local recommendations, and property amenities. It's informed by your property's local context to provide relevant responses.

How do I pause or turn off the AI for a conversation?

Click on Manage settings in a conversation and disable the AI, or simply send a message yourself — the AI will automatically pause to let you take over. Note: Currently, the AI assistant can only be paused for individual conversations. A global setting to disable the AI assistant across all conversations is not available.

Will the AI handle all guest questions?

The AI is designed to handle routine, common questions. For complex or unique inquiries, you'll be notified so you can respond personally.

Notifications and Support

How will I know if there's a new message?

Notifications are sent via push, email, or SMS based on your account settings. You'll be alerted whenever a new message arrives or when manual input is required.

What if a message needs professional support?

The Holidu Customer Happiness team can join conversations when needed. Click the support button at the bottom right corner to reach out — we're available 7 days a week in your language.

Collaboration and Access

Can multiple people use Guest Messaging?

Yes — hosts and assigned collaborators can access the same inbox and respond to guest messages.

How do I manage collaborator access?

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

Limitations

Can I message guests for manual calendar blocks?

No — messaging is only available for actual bookings.

Will every guest message appear in Holidu?

All channel-based messages from supported booking platforms are synced to your Holidu inbox. Guests may still contact you via email or phone outside Holidu, but those conversations won't appear in the messaging feature.

Key Takeaways

• Unified inbox centralizes messages from all major booking channels
• AI Assistant answers routine questions 24/7, reducing your workload
• Scheduled messaging automates check-in details and access code delivery
• Automatic translation helps communicate with international guests
• Hosts and collaborators can share inbox access for team communication
• Notifications keep you informed of new messages and urgent inquiries
• Customer Happiness team available for support when needed

For further questions about Guest Messaging, contact Holidu support through the platform or visit our help center.