Guest Messaging brings every conversation with your guests into one place, across all your booking channels. It includes an AI Assistant that answers routine questions for you and scheduled messages that send check-in details automatically. This guide explains what the feature includes, where to find it, and how to use it.

What is Guest Messaging?

Guest Messaging is the communication hub of the Holidu host portal. It combines three main components:

• Inbox: All messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings appear in one place.
• AI Assistant: Answers common guest questions, such as check-in, WiFi, and directions, automatically.
• Scheduled messages: Check-in details, access codes, and arrival information are sent automatically for every booking.

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

Where to find the Inbox

You can open your Inbox in the Holidu web app in just two steps:

1. Open the Holidu web app.
2. In the left navigation menu, click Messages, then select Inbox.

How to use the Inbox

The Inbox shows each booking as a single conversation thread, regardless of the channel the booking came from. Messages for upcoming, current, and recent past bookings are available for a limited period after checkout.

Reading and replying to messages

1. Find the conversation thread for the booking you need.
2. Type your response in the message box.
3. Click Send.

Every channel-based message stays visible in your Holidu Inbox, even if a guest contacts you through the booking platform directly.

Scheduled messages in the thread

Scheduled messages, such as check-in instructions and access codes, are sent automatically by the system. They also appear in the conversation thread so you can see exactly what your guest received.

Translation

Write your message in your preferred language. Where possible, it appears to your guest in their own language.

Notifications

You receive a notification for every new message in your conversations, much like a WhatsApp message. This includes messages the AI Assistant sends on your behalf, so you always know what has been said in your name.

How to enable access for collaborators

Collaborators can access and respond to guest messages once you give them permission for a property. Here is how to enable access:

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

Using the AI Assistant

The AI Assistant responds automatically to guest questions on the topics you assign to it. It is available around the clock and uses the local context of your property to give helpful answers.

To choose which topics the AI Assistant handles, open Manage settings using the gear icon in the Messages header. You can set each of the eight topics to either AI Assistant or Host. Your choice applies to all conversations, both existing and new. If you prefer a quick change, use Set all to AI Assistant or Set all to host.

If you reply to a message yourself, the AI Assistant pauses for that conversation so you can take over.

Using scheduled messages

Scheduled messages save you time by sending guests the information they need at the right moment. To access and configure them, go to the left menu in the Holidu host portal and select Messages, then Scheduled Messages. Check-in details and access codes are sent automatically for every booking, and each message appears in the relevant conversation thread.

Frequently Asked Questions

How do I access the Guest Messaging Inbox?

Go to the left menu in the Holidu host portal and select Messages, then Inbox. Each booking appears as a single conversation thread.

Which channels are supported?

Conversations with guests from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings are all supported in one inbox.

What does the AI Assistant do?

The AI Assistant automatically answers common guest questions, such as check-in information and local recommendations, 24/7.

Can I choose which questions the AI Assistant answers?

Yes. Open Manage settings with the gear icon in the Messages header and set each topic to AI Assistant or Host. Your choice applies to all conversations.

Are there topics the AI Assistant never handles?

Yes. Bookings, payments and disputes, complaints, safety and legal matters, and platform, account, or pre-booking questions always go through Holidu directly.

What happens if the AI Assistant cannot answer a question?

The conversation is handed over to you automatically, so no question gets stuck.

Can I change my AI settings by chatting with the AI Assistant?

Yes. Tell the AI Assistant what you want, for example "stop the AI from answering property issues," and it will update your settings and confirm the change.

How will I know about messages the AI Assistant sends?

You receive a notification for every new message in your conversations, including messages the AI Assistant sends for you.

Can multiple people use Guest Messaging?

Yes. Hosts and invited collaborators can access the inbox once access is enabled for each property.

Will every guest message appear in Holidu?

All channel-based messages are synced to your Inbox. Guests may still contact you by email or phone outside Holidu, and those messages will not appear in the thread.

Can I message guests about manual calendar blocks?

No. Messaging is only available for actual bookings.

What if a conversation needs Customer Service support?

The Holidu Customer Happiness team can join the conversation when further assistance is needed. Click the support button in the bottom right corner to reach out.

Summary

• A unified Inbox for all booking channels, with translation included
• An AI Assistant that handles routine guest questions around the clock
• Scheduled messages that send check-in details and access codes automatically
• Notifications for every new message, including those the AI Assistant sends for you
• Collaborator access that you enable separately for each property

For further questions, contact Holidu support.