Guest Messaging Guide and FAQ

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

What is Guest Messaging?

Guest Messaging is a centralized communication system that brings together all your guest conversations in one place. Whether your bookings come from Airbnb, Booking.com, Vrbo, Holidu, or direct bookings, every message appears in a single unified inbox. This eliminates the need to switch between multiple platforms and ensures no guest communication is missed.

The feature includes three main components:

• Inbox — A unified messaging center for all guest conversations from every booking channel
• AI Assistant — Automated responses to common guest questions available 24/7
• Scheduled Messages — Automatic delivery of check-in details, access codes, and arrival information for every booking

Where to Find Guest Messaging

Accessing Guest Messaging is simple:

1. Open the Holidu web app and log in to your host account
2. In the left navigation menu, click Messages
3. Select Inbox to view all guest conversations
4. For scheduled messages, select Scheduled Messages from the Messages menu

How to Use the Inbox

The Inbox is your central hub for all guest communications. Here's how to use it effectively:

Accessing Your Conversations

Once in the Inbox, you will see a list of all your guest conversations. Each booking appears as a single thread, regardless of which channel the booking came from. Conversations are organized chronologically, with the most recent messages appearing first. You can view messages for upcoming, current, and past bookings for a limited period after checkout.

Sending Messages

To respond to a guest:

1. Click on the conversation thread you want to reply to
2. Type your message in the message box at the bottom of the screen
3. Click Send to deliver your message immediately

Attaching Files and Images

You can enhance your messages with attachments by clicking the paperclip icon in the message composer. This allows you to upload images, documents, or other files that guests may need, such as WiFi passwords, house manuals, or local guides.

Automatic Translation

Guest Messaging includes a built-in translation feature. You can compose your message in your preferred language, and it will be automatically translated to appear in the guest's language where possible. This breaks down language barriers and improves communication clarity.

Viewing Scheduled Messages

Scheduled messages—such as check-in instructions and access codes—are sent automatically by the system at the appropriate times. These messages also appear in the conversation thread, giving you complete visibility of all communication sent to each guest.

Understanding the AI Assistant

The AI Assistant is an intelligent feature that automatically responds to common guest questions around the clock. It handles frequent inquiries such as:

• Check-in details and procedures
• WiFi passwords and technical setup
• Directions and local recommendations
• Property amenities and features
• House rules and policies

How the AI Assistant Works

Once enabled, the AI Assistant monitors incoming messages and provides automated responses to questions it can answer confidently. This reduces your response time and ensures guests receive immediate assistance, even outside business hours. For complex or sensitive matters, guests can request to speak with you directly.

Controlling the AI Assistant

You have full control over the AI Assistant for each conversation. If you need to pause automatic responses:

1. Open the conversation thread
2. Click Manage Settings in that conversation
3. Select the option to pause or disable the AI for that specific thread

When you resume typing a message in a paused conversation, the AI will remain paused until you re-enable it. This gives you flexibility to handle sensitive conversations manually when needed.

Scheduled Messages Overview

Scheduled Messages automate the delivery of important information to guests at the right time. Pre-configured messages can be set up to send automatically:

• Check-in instructions before arrival
• Access codes and key details
• WiFi credentials and technical information
• Local area guides and recommendations
• Checkout reminders and procedures

These messages ensure consistent communication and reduce the manual work required for repetitive information delivery. To access and configure scheduled messages, go to Messages > Scheduled Messages in your Holidu account.

Notifications and Alerts

Guest Messaging keeps you informed through multiple notification channels:

• Push notifications alert you to new messages on your mobile device or browser
• Email notifications provide a summary of important messages
• SMS notifications can be configured for urgent messages

You will also receive alerts if the AI Assistant encounters a question it cannot answer confidently and requires your manual input.

Collaboration and Team Access

Property owners, managers, and assigned collaborators can all access and respond to guest messages from the same inbox. This enables team-based guest communication and ensures coverage even when you are unavailable.

How Do I Enable Access for Collaborators?

Collaborators are not included automatically. To give a collaborator access, go to the specific property in Holidu, navigate to "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 every booking channel will appear here.

How can I access and configure Scheduled Messages?

Go to the left menu in the Holidu host portal and select Messages > Scheduled Messages. From there, you can set up automatic messages for check-in details, access codes, and other important information.

Is Guest Messaging included in my subscription?

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

Inbox Features

Which channels are supported in the Inbox?

Guest Messaging supports conversations from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings. All messages from these channels appear in your unified inbox.

Can I attach files or images in messages?

Yes, use the attachment icon (paperclip) in the message composer to upload images, documents, or other files that your guests may need.

How long can I access message history?

You can view messages for upcoming, current, and past bookings for a limited period after checkout. This ensures you have access to important communication history when needed.

AI Assistant Features

What does the AI Assistant do?

The AI Assistant automatically answers frequent guest questions 24/7, such as check-in information, WiFi setup, directions, amenities, and house rules. It provides immediate responses to improve guest satisfaction.

How do I pause or turn off the AI Assistant?

Click Manage Settings in any conversation and disable the AI. You can re-enable it at any time. The AI will also pause when you begin typing a message.

What happens if the AI cannot answer a question?

For questions the AI cannot answer confidently, it will either ask the guest to provide more details or request that you handle the conversation manually. You will receive a notification prompting your response.

Notifications

How will I know if there is a new message?

Notifications are sent via push, email, or SMS depending on your account settings. You can customize your notification preferences in your account settings.

Will I be notified if the AI needs my input?

Yes, you will be alerted if the AI Assistant encounters a question it cannot handle and requires your manual response.

Collaboration and Access

Can multiple users use Guest Messaging?

Yes, property owners, managers, and invited collaborators can all access the same inbox and respond to guest messages.

How do I add or remove collaborators?

Collaborator access is managed by the property owner or manager. Go to the specific property in Holidu, select "Collaborators," and adjust access permissions. Guest conversation access must be enabled separately for each individual property.

Support and Escalation

What if a message requires customer support?

The Holidu Customer Happiness team can join your conversation as needed for further assistance. To escalate a conversation, press the support button at the bottom right corner of the Holidu platform.

Can I contact support from the Inbox?

Yes, there is a support button available in the messaging interface that allows you to request assistance directly from the Holidu Customer Happiness team.

Limitations

Can I message guests for manual calendar blocks?

No, messaging is only available for actual bookings. You cannot send messages for periods when your calendar is blocked.

Will all guest messages appear in Holidu?

All platform-based messages sent through Airbnb, Booking.com, Vrbo, Holidu, or direct booking systems will appear in your Holidu inbox. However, if guests contact you via email or phone outside these platforms, those communications will not be visible in the Inbox.

Can I message guests before they confirm their booking?

Messaging functionality is available only for confirmed bookings. Pre-booking inquiries may need to be handled through the original booking platform.

Summary

Guest Messaging is a powerful tool designed to streamline your guest communication. Key benefits include:

• Unified inbox for all booking channels in one location
• 24/7 AI Assistant handling common guest questions automatically
• Scheduled messages ensuring consistent communication
• Automatic translation breaking down language barriers
• Multi-user access for owners, managers, and collaborators
• Multiple notification channels keeping you informed
• Easy file and image attachment capabilities
• Direct access to Holidu customer support when needed

By utilizing all features of Guest Messaging, you can improve response times, enhance guest satisfaction, and save valuable time managing communications. For additional questions or technical support, contact the Holidu Customer Happiness team through the support button in your Inbox.