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, what's included, and answers the questions hosts ask most often.

What is Guest Messaging?

Guest Messaging is a unified communication system that consolidates all your guest conversations from multiple booking platforms into a single, easy-to-manage inbox. It streamlines how you interact with guests and includes powerful tools to save time and improve response efficiency.

The feature 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 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 guest conversations

From the Messages section, you can also access Scheduled Messages and manage your AI Assistant settings.

How to Use the Inbox

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

Accessing Your Conversations

1. Navigate to Messages > Inbox in the left menu
2. Your conversations are organized by booking, with each property booking appearing as a single thread regardless of which channel the guest booked through (Airbnb, Booking.com, Vrbo, Holidu, or direct booking)
3. Click on any conversation thread to open it and view the full message history

Sending Messages to Guests

1. Open the relevant conversation thread
2. Type your response in the message box at the bottom
3. Click Send to deliver your message
4. Your message will be delivered to the guest through their preferred channel

Using Automatic Translation

Guest Messaging includes an automatic translation feature that removes language barriers:

• Compose your message in your preferred language
• The system will translate your message to match your guest's language where possible
• Guests receive your response in their language for better clarity and communication

Viewing Scheduled Messages

Scheduled messages — such as check-in instructions and access codes — are sent automatically by the system and also appear in the conversation thread. This ensures you have complete visibility of all communications with your guests.

Staying Notified

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

AI Assistant: Automate Routine Responses

The AI Assistant is designed to handle common guest questions 24/7, freeing up your time for more complex matters. It operates based on your property's local context and the settings you configure.

What the AI Assistant Can Do

The AI Assistant automatically answers common guest questions such as:

• Check-in information and procedures
• WiFi and connectivity details
• Local directions and recommendations
• Property information and amenities
• Guest arrival details
• Online check-in and guest registration
• Property troubleshooting and how-tos

Configuring Your AI Assistant Settings

You have complete control over which topics the AI Assistant handles:

1. Open the Manage settings option (gear icon) in your Messages header
2. You will see 8 topics available for configuration:
   • Property information questions
   • Points of interest
   • Guest arrival
   • Online check-in and guest registration
   • Property issues and how-tos
   • Special requests
   • Check-out and departures
   • Invoices, fees, deposits, and local taxes
3. For each topic, set it to either AI Assistant or Host
4. Your choice applies to all your conversations, both existing and new
5. Use Set all to AI Assistant or Set all to Host shortcuts to quickly configure all topics at once

Topics the AI Assistant Never Handles

Certain sensitive matters always go through Holidu directly and cannot be assigned to the AI Assistant. These include:

• Bookings, payments, and disputes
• Guest complaints
• Safety and legal matters
• Platform, account, and pre-booking questions

This policy ensures sensitive matters are handled consistently and with proper oversight.

What Happens When the AI Can't Answer

If the AI Assistant receives a question on a topic you have assigned to it but cannot provide a satisfactory answer, it automatically hands the conversation over to you. This ensures no guest inquiry goes unresolved.

Adjusting Settings Via Chat

You can change your AI Assistant settings directly by chatting with the assistant. For example, you can say:

• "Stop the AI from answering property issues"
• "Turn off the AI everywhere"
• "Enable AI for check-in questions"

The AI Assistant will update your settings and confirm what has been changed.

Scheduled Messages: Automate Your Workflow

Scheduled Messages allow you to automate routine communications sent to guests automatically for every booking. These may include:

• Check-in instructions and procedures
• Access codes and entry details
• Arrival information and property welcome details
• Pre-arrival reminders

To access and configure Scheduled Messages, go to Messages > Scheduled Messages in the left menu. All scheduled messages appear in your guest conversation thread for complete communication history.

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. Your conversations are organized by booking and consolidated from all your connected booking channels.

How do I access and configure scheduled messages?

Go to the left menu in the Holidu host portal and select Messages > Scheduled Messages. From there, you can set up automatic messages for check-in details, access codes, and arrival information.

Is Guest Messaging included in my account?

Yes — Guest Messaging is included for all hosts at no additional cost. It is automatically available in your Holidu account.

Inbox Features

Which channels are supported in the unified inbox?

Conversations with guests from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings are all supported and consolidated into your single inbox.

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.

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, local recommendations, and property instructions. It is informed by the local context of your property and operates based on your configured settings.

Can I choose which questions the AI Assistant answers?

Yes — you have full control. Open Manage settings (the gear icon in your Messages header) to configure 8 topics. Set each topic to either AI Assistant or Host depending on your preference. Your choice applies to all your conversations, existing and new. Use Set all to AI Assistant or Set all to Host shortcuts to configure everything at once.

Are there topics the AI Assistant never handles?

Yes — certain sensitive matters always go to Holidu directly. These include bookings, payments and disputes, complaints, safety and legal matters, and platform/account/pre-booking questions. You cannot change this setting, and it ensures consistency in handling sensitive matters.

What if the AI can't answer a question on a topic I've assigned to it?

The AI Assistant will automatically hand the conversation over to you, ensuring the guest receives a response and nothing gets stuck.

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

Yes — you can tell the AI Assistant what you want. For example, say "stop the AI from answering property issues" or "turn off the AI everywhere," and it will update your settings and confirm the changes made.

Notifications and Updates

How will I know about new messages, including ones the AI Assistant sends?

You receive a notification for every new message in your conversations — the same way you would receive a WhatsApp message. This includes messages the AI Assistant sends on your behalf, so you always know what has been said in your name and can step in at any time.

Collaboration and 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.

Can multiple people use Guest Messaging?

Yes — hosts and invited collaborators can access the same inbox and respond to guest messages together.

Support and Assistance

What if a message needs customer support?

The Holidu Customer Happiness team can join the conversation when needed for further assistance. Click the support button to reach out, and our team will help resolve the issue.

Limitations

Can I message guests for manual calendar blocks?

No — messaging is only available for actual bookings. Manual calendar blocks do not have associated guest conversations.

Will every guest message appear in Holidu?

All channel-based messages are synced and appear in your Holidu inbox. However, guests may still contact you outside the platform via email or phone. To ensure all communication is captured, encourage guests to use the booking channel for inquiries.

Summary

Guest Messaging simplifies how you communicate with your guests across all booking channels:

• Unified inbox consolidates messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings
• AI Assistant answers routine guest questions 24/7, configured by topic according to your preferences
• Scheduled messages automate check-in details, access codes, and arrival information
• Automatic translation removes language barriers in guest conversations
• Hosts and collaborators can share access to the same inbox
• Real-time notifications keep you informed of every message, including ones the AI Assistant sends on your behalf
• The Customer Happiness team is available to assist when conversations need human support

For further questions or assistance, contact Holidu support.