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. It 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 local context
• Scheduled Messages — Check-in details, access codes, and arrival info 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 Inbox

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

Accessing Your Conversations

Each booking appears as a single conversation thread, regardless of which channel the guest booked through (Airbnb, Booking.com, Vrbo, Holidu, or direct booking). You can view messages for upcoming, current, and past bookings for a limited period after checkout.

Sending Messages

To send a message to a guest:

1. Locate the relevant conversation thread
2. Type your response in the message box
3. Click Send

Using Automatic Translation

The automatic translation feature allows you to compose messages in your preferred language, which will appear to your guest in theirs where possible. Simply write your message and send — the system handles translation automatically.

AI Assistant in the Inbox

The AI Assistant automatically responds to common guest questions 24/7, such as check-in information, WiFi details, and local directions. If you'd like to take over a conversation, you can pause AI responses by starting to type a message or selecting the pause option in the conversation thread.

Scheduled Messages

Scheduled messages — such as check-in instructions and access codes — are sent automatically by the system and appear in the conversation thread for full visibility. You can access and configure these messages by going to Messages > Scheduled Messages in the left menu.

Notifications

Stay informed with notifications for new or urgent messages. These are delivered via push, email, or SMS, depending on your account settings. You'll be alerted whenever manual input is required.

Using the AI Assistant

The AI Assistant is designed to handle routine guest inquiries automatically, reducing the time you spend on repetitive questions. It learns from your property's local context to provide relevant responses about check-in procedures, amenities, and local recommendations.

How the AI Assistant Works

The AI Assistant responds to common guest questions at any time, without requiring your input. It operates 24/7, ensuring guests receive prompt answers even outside your working hours.

Pausing or Disabling the AI

You maintain full control over the AI Assistant. To pause or turn off automated responses:

• Click on Manage settings in the conversation and disable the AI
• Alternatively, send a message in the conversation — the AI will automatically pause to let you take over

Scheduled Messages

Scheduled Messages allows you to automate important information delivery to guests. Access this feature by selecting Messages > Scheduled Messages from the left menu. You can set up automatic messages for check-in details, access codes, arrival instructions, and other critical information. These messages are sent automatically for every booking and appear in your inbox for complete visibility.

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.

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 supported channels will be displayed in one unified view.

How do I access and configure scheduled messages?
Go to the left menu in the Holidu host portal and select Messages > Scheduled Messages. From here, you can set up and manage automatic messages for your bookings.

Is Guest Messaging included in my account?
Yes — Guest Messaging is included for all hosts at no additional cost.

Inbox Features

Which channels are supported?
Conversations with guests from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings are all supported and unified in your inbox.

Can I view past conversations?
Yes, you can view messages for upcoming, current, and past bookings for a limited period after checkout, allowing you to maintain conversation history.

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, directions, and local recommendations — all informed by your property's specific context.

How do I pause or turn off the AI?
Click on Manage settings in a conversation to disable the AI, or simply send a message yourself — the AI will automatically pause to let you take over the conversation.

Notifications

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 manual input is required or when urgent messages arrive.

Collaboration and Access

Can multiple people use Guest Messaging?
Yes — hosts and invited collaborators can access the same inbox and respond to guest messages together.

How do I add or remove collaborators?
Collaborator access is managed separately for each property. Go to the specific property settings, select "collaborators," and enable or disable guest conversation access as needed.

Support

What if a message needs additional support?
The Holidu Customer Happiness team can join the conversation when needed. Click the support button at the bottom right corner of your inbox to reach out to our team for further assistance.

Limitations

Can I message guests for calendar blocks?
No — messaging is only available for actual bookings. Messaging is not available for manual calendar blocks.

Will every guest message appear in Holidu?
All messages sent through supported booking channels are synced to your Holidu inbox. However, guests may still contact you through email or phone outside the platform — these messages will not appear in Guest Messaging.

Key Takeaways

• Unified inbox for all booking channels (Airbnb, Booking.com, Vrbo, Holidu, and direct bookings)
• AI Assistant takes routine guest questions off your plate 24/7
• Scheduled messaging and translation features included automatically
• Hosts and authorized collaborators can share access to the same inbox
• Notifications keep you informed when manual input is needed
• Holidu Customer Happiness team available 7 days a week for complex inquiries
• Message history preserved for past bookings for a limited period

For further questions or support, contact the Holidu Customer Happiness team through the support button in your Messages inbox.