Guest Messaging brings every conversation with your guests into one place, across all your booking channels. It also uses an AI Assistant to answer routine questions and can send scheduled messages automatically. This guide explains how the feature works, where to find it, and how to use it.

What is Guest Messaging?

Guest Messaging is the messaging feature in the Holidu host portal. It gives you a single inbox for guest conversations from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings. It has three main parts:

• Inbox: One place to read and reply to all guest messages, regardless of booking channel.
• AI Assistant: Answers common guest questions, such as check-in, WiFi, and directions, based on your property's local context.
• Scheduled messages: Check-in details, access codes, and arrival information sent automatically for every booking.

Guest Messaging is included in your account at no additional cost.

Where do I find the Inbox?

You can find the Inbox in the Holidu web app. Open the app, then select Messages in the left navigation menu and choose Inbox. Your scheduled messages are located under Messages > Scheduled Messages.

How do I use the Inbox?

The Inbox shows each booking as one conversation thread, no matter which channel the booking came from. To manage your guest messages:

1. Find the conversation. Locate the thread for the booking you need. Upcoming, current, and recently past bookings are available for a limited period after checkout.
2. Read the history. Review the full thread, including messages from the guest, your replies, and scheduled messages the system has sent.
3. Send a reply. Type your response in the message box and click Send.
4. Write in your own language. Use the automatic translation feature by writing in your preferred language. Where possible, the message appears to your guest in their language.
5. Get notified. You receive a notification for every new message in your conversations, including messages the AI Assistant sends on your behalf.

How does the AI Assistant work?

The AI Assistant automatically answers guest questions on the topics you choose, around the clock. You decide which topics it handles and which ones you keep for yourself.

To manage these settings, open Manage settings (the gear icon in the Messages header). You will see eight topics, including property information, points of interest, guest arrival, online check-in and guest registration, property issues and how-tos, special requests, check-out and invoices, and fees, deposits, and local taxes. Set each topic to AI Assistant or Host, or use Set all to AI Assistant or Set all to host to change everything at once. Your choice applies to all conversations, existing and new.

• Replying yourself: If you reply to a message, the AI pauses for that conversation so you can take over.
• Questions it cannot answer: If the AI cannot answer a question on a topic you have assigned to it, it hands the conversation over to you.
• Topics it never handles: Bookings, payments and disputes, complaints, safety and legal matters, and platform, account, or pre-booking questions always go through Holidu directly.
• Changing settings by chat: You can also ask the AI Assistant to change your settings, for example by saying "stop the AI from answering property issues." It will update the setting and confirm the change.

How do scheduled messages work?

Scheduled messages send check-in details, access codes, and arrival information automatically for each booking. They also appear in the conversation thread, so you can see exactly what your guest received. You can set them up under Messages > Scheduled Messages.

Frequently Asked Questions

How do I access the Guest Messaging Inbox?

Select Messages > Inbox in the left menu of the Holidu host portal. Each booking appears as one thread, whichever channel it came from.

Which booking channels are supported?

Guest Messaging supports conversations from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings. All channel-based messages sync to your Holidu inbox.

What does the AI Assistant do?

The AI Assistant automatically answers common guest questions around the clock, such as check-in information and local recommendations. Its answers are informed by your property's local context.

Can I choose which questions the AI Assistant answers?

Yes. Open Manage settings (the gear icon in the Messages header) and set each of the eight topics to AI Assistant or Host. Your choice applies to all conversations, existing and new.

Can I change AI Assistant settings by chatting with it?

Yes. Tell the AI Assistant what you want, for example "turn off the AI everywhere," and it will update your settings and confirm the change.

How will I know when the AI Assistant sends a message?

You receive a notification for every new message in your conversations, including messages the AI Assistant sends on your behalf. This means you always know what has been said in your name and can step in at any time.

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.

What if a message needs help from Holidu?

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

Can I message guests about manual calendar blocks?

No. Messaging is only available for actual bookings.

Will every guest message appear in Holidu?

All channel-based messages sync to Holidu. Guests may still contact you by email or phone outside the platform, but those messages will not appear in your inbox.

Summary

• One inbox for all booking channels, with translation included
• AI Assistant answers routine guest questions 24/7, and you choose which topics it handles
• Scheduled messages send check-in details and access codes automatically
• Notifications keep you informed of every message, including those the AI Assistant sends
• Collaborators can be given access to guest conversations property by property

For further questions, contact Holidu support.