Guest Messaging Guide and FAQ

The Guest Messaging feature in Holidu provides a unified way to communicate with your guests across all booking channels. This comprehensive guide explains what Guest Messaging is, where to find it, and how to use its key features including your Inbox, AI Assistant, and Scheduled Messages.

What is Guest Messaging?

Guest Messaging is a centralized communication platform that brings all your guest conversations into one place. Whether your bookings come from Airbnb, Booking.com, Vrbo, Holidu, or direct bookings, you can manage all communications seamlessly. The feature includes three main components that work together to streamline your guest interactions:

• Inbox — A unified inbox where all guest messages from every booking channel appear in one convenient location
• AI Assistant — Intelligent automation that answers common guest questions 24/7, such as check-in instructions, WiFi details, and local directions
• Scheduled Messages — Automated messages that send at the right time, including check-in details and access codes for every booking

Where to Find Guest Messaging

Accessing Guest Messaging is straightforward. Open the Holidu web app and look for the left navigation menu. Click on Messages, and you will see options for both Inbox and Scheduled Messages. From there, you can view all conversations and manage your messaging preferences.

How to Use Your Inbox

Accessing Your Inbox

Your Inbox is the central hub for all guest conversations. To access it, navigate to the left menu in the Holidu host portal and select Messages, then Inbox. Here you will find all active and past conversations organized by booking.

Managing Conversations

Each booking creates a single conversation thread, regardless of which booking platform the reservation came from. To send a message, simply locate the relevant conversation, type your response in the message box, and click Send. You can view messages for upcoming, current, and past bookings for a limited period after checkout.

Sending Attachments and Using Features

The Inbox supports several helpful features to enhance communication. Use the Attachment icon (paperclip symbol) to upload images or documents directly in your messages. The automatic translation feature allows you to compose messages in your preferred language, and they will appear to guests in their language where possible. Scheduled messages—such as check-in instructions and access codes—are sent automatically by the system and also appear in the thread for your full visibility and record-keeping.

AI Assistant in Your Inbox

The AI Assistant is active by default in your Inbox and automatically responds to common guest questions at any time. If you wish to pause AI responses for a specific conversation, you can begin typing a message or select the pause option in that thread. This gives you full control over when automation handles responses versus when you want to take over personally.

Notifications

Stay informed about important messages with notifications delivered via push, email, or SMS, depending on your account settings. You will be alerted if a message requires your manual input or if there is an urgent inquiry from a guest.

About the AI Assistant

The AI Assistant is a powerful automation tool designed to handle common guest inquiries. It can answer questions about check-in procedures, WiFi information, local directions, house rules, and other frequently asked topics. Running 24/7, the AI Assistant ensures your guests receive prompt responses even outside your working hours. You maintain control by pausing the AI in any conversation when you prefer to handle responses personally. For more complex or unusual requests, the AI will alert you so you can take over the conversation.

About Scheduled Messages

Scheduled Messages allow you to automate routine communications that every guest should receive. Common uses include sending check-in details automatically upon booking confirmation, providing access codes the day before arrival, or sending house rules and property information. To configure your Scheduled Messages, go to the left menu in the Holidu host portal and select Messages, then Scheduled Messages. This ensures consistent communication with all guests while saving you time on repetitive tasks.

Collaboration and Granting Collaborator Access

Collaborators are not included automatically. To give a collaborator access, go to the specific property in Holidu, click on Collaborators to adjust that person's access, and enable access to guest conversations. This needs to be done separately for each individual property. Once access is granted, property owners, managers, and assigned collaborators can all access and respond to guest messages from the same Inbox.

Frequently Asked Questions

General Questions

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

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

How long can I view message history?
You can view messages for upcoming, current, and past bookings for a limited period after checkout.

Inbox and Features

Can I attach files or images to my messages?
Yes, use the attachment icon in the message composer to upload images or documents directly in your conversations.

Does the translation feature work automatically?
Yes, the automatic translation feature allows you to compose messages in your preferred language, and they will appear to guests in their language where possible.

What happens to Scheduled Messages in the Inbox?
Scheduled messages appear in the conversation thread automatically so you have a complete record of all communication with each guest.

AI Assistant

What types of questions does the AI Assistant answer?
The AI Assistant handles common guest questions including check-in information, WiFi details, local recommendations, directions, and house rules.

How do I pause the AI Assistant?
You can pause AI responses for a specific conversation by selecting the pause option in that thread or by beginning to type a personal response.

Is the AI Assistant available 24/7?
Yes, the AI Assistant runs automatically 24 hours a day, 7 days a week to provide immediate responses to common guest inquiries.

Notifications and Alerts

How will I be notified of new messages?
Notifications are sent via push, email, or SMS depending on your account settings. You will be alerted to new messages and instances where manual input is required.

What if I need customer support for a guest issue?
The Holidu Customer Happiness team can join your conversation as needed for further assistance. Access support by pressing the support button at the bottom right corner of the Holidu platform.

Collaboration

Can multiple people access the Guest Messaging Inbox?
Yes, property owners, managers, and invited collaborators with the appropriate permissions can all access the same Inbox and respond to guest messages.

How do I manage collaborator access to guest conversations?
Collaborators are not included automatically. To grant access, go to the specific property in Holidu, click on Collaborators, adjust that person's access settings, and enable access to guest conversations. You must do this separately for each individual property.

Key Takeaways

• Guest Messaging provides one unified Inbox for all your booking channels
• The AI Assistant answers common questions automatically, 24/7
• Scheduled Messages send important information like check-in details automatically
• Automatic translation helps you communicate with guests in their preferred language
• Property owners, managers, and approved collaborators can all access guest conversations
• Full control remains with you—pause the AI, send attachments, or handle conversations personally anytime
• Collaborators must be granted access individually for each property
• Contact the Holidu Customer Happiness team for support when needed

By using these features effectively, you can provide faster responses to guests, automate routine communications, and manage all your conversations in one convenient location. Start using Guest Messaging today to improve your guest communication experience.