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 your booking channels in one inbox. It includes three main features designed to save you time and improve guest communication:

• Inbox — Messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings in one place
• AI Assistant — Answers common guest questions automatically, 24/7, 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

To access the Guest Messaging feature:

1. Open the Holidu web app
2. In the left navigation menu, click Messages
3. Select Inbox to view your conversations

How to Use the Guest Messaging Inbox

The Inbox is your central hub for all guest conversations across every booking channel.

Accessing Your Inbox

Navigate to Messages > Inbox in the Holidu web app to view all active and past guest conversations. Each booking appears as a single thread, regardless of which channel the booking came from.

Managing Conversations

Once in the Inbox, you can:

• Locate the relevant conversation thread by guest name or booking reference
• View the complete message history for any booking
• Send messages directly by typing in the message box and clicking Send
• Use the automatic translation feature to compose messages in your preferred language; they will appear to your guest in theirs where possible

Understanding Your Messages

Your Inbox displays messages from multiple sources in a single thread:

• Messages from external booking platforms (Airbnb, Booking.com, Vrbo)
• Messages through Holidu's booking system
• Direct booking communications
• Automatic scheduled messages sent by the system
• AI Assistant responses (when enabled)

Viewing Message History

You can view messages for upcoming, current, and past bookings. Message history is retained for a limited period after checkout, allowing you to reference previous communications when needed.

Using the AI Assistant

The AI Assistant automatically responds to common guest questions 24/7, handling routine inquiries so you can focus on more complex guest needs.

How the AI Assistant Works

The AI Assistant is automatically enabled on all conversations. It uses information about your property and local area to answer frequent guest questions, including:

• Check-in and arrival instructions
• WiFi and password information
• Local directions and recommendations
• General property questions

Pausing the AI Assistant

You can pause AI responses in two ways:

• Start typing a message in the conversation thread — the AI will automatically pause to let you take over
• Click Manage settings in the conversation and disable the AI Assistant manually

When to Use Manual Responses

While the AI handles routine questions, you may want to send your own response for complex guest requests, special accommodations, or situations requiring a personal touch.

Scheduled Messages Overview

Scheduled Messages automatically send important information to guests at the right time. These messages appear in your conversation thread for complete visibility.

What Are Scheduled Messages?

Scheduled Messages allow you to send automatic communications for every booking, such as check-in instructions, access codes, property details, and arrival information. These messages are sent at times you configure and ensure guests receive essential information without manual effort.

Accessing Scheduled Messages

To set up or manage scheduled messages, navigate to Messages > Scheduled Messages in the Holidu web app.

Enabling Collaborator Access

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.

Frequently Asked Questions (FAQ)

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 in one unified view.

Is Guest Messaging included in my account?

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

How do I set up scheduled messages?

Navigate to Messages > Scheduled Messages in the Holidu web app to create and configure automatic messages for your bookings.

Inbox and AI Features

Which 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.

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 directions — informed by your property's specific location and details.

How do I pause or turn off the AI?

Click on Manage settings in a conversation and disable the AI, or simply start typing a message and the AI will automatically pause to let you take over.

Can I view message history for past bookings?

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

Notifications

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

Notifications are sent via push, email, or SMS, depending on your account settings. You'll be alerted whenever a new message arrives or when the AI needs your input.

Collaboration

Can multiple people access Guest Messaging?

Yes — hosts and invited collaborators can access and respond to the same Inbox conversations.

How do I give collaborators access to guest messages?

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.

Features and Limitations

Can I message guests for calendar blocks?

No — Guest Messaging is only available for actual bookings. You cannot use the messaging feature for manual calendar blocks.

Will every guest message appear in Holidu?

All messages sent through your booking channels are automatically synced to your Holidu Inbox. However, guests may still contact you through email or phone outside the platform, and those messages will not appear in your Inbox.

What if a message needs additional support?

The Holidu Customer Happiness team can join conversations when needed for further assistance. Click the support button at the bottom right corner to reach out.

Key Takeaways

• Unified Inbox for all booking channels keeps your conversations organized in one place
• AI Assistant handles routine guest questions 24/7, saving you time on repetitive inquiries
• Scheduled messages automatically send check-in details and important property information
• Automatic translation feature helps you communicate with international guests
• Hosts and collaborators can share access to the same Inbox for efficient team management
• Notifications keep you informed when manual input is needed
• Message history is retained for past bookings, allowing you to reference previous communications
• The Customer Happiness team is available to assist with complex guest needs

For further questions or support, contact the Holidu Customer Happiness team through the help option in your account.