Guest Messaging brings every conversation with your guests into one inbox, across all your booking channels. It includes an AI Assistant that answers routine questions and scheduled messages that send check-in details automatically. This guide explains what the feature includes, where to find it, and how to use it.

What is Guest Messaging?

Guest Messaging is where you communicate with guests before, during, and after their stay. Messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings all appear in one place, so you don't need to switch between platforms. The feature has three main parts:

• Inbox: A single thread for each booking, regardless of the channel it came from.
• 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.

Where to find Guest Messaging

You can open Guest Messaging from the Holidu web app. Follow these steps:

1. Open the Holidu web app.
2. In the left navigation menu, click Messages.
3. Select Inbox to see your conversations, or Scheduled Messages to set up automatic messages.

How to use the Inbox

The Inbox lets you read and reply to all guest conversations from one screen. Each booking appears as a single thread, so you can see the full history with a guest in one place.

1. Find the conversation you need. Each booking has one thread, whether it came from Airbnb, Booking.com, Vrbo, Holidu, or a direct booking.
2. Type your reply in the message box and click Send.
3. Check the thread for scheduled messages. Check-in instructions and access codes are sent automatically and also appear in the thread, so you can see exactly what the guest received.
4. Write in your preferred language. Where possible, the message is translated into your guest's language.
5. Keep track of new messages. You receive a notification for every new message in your conversations, including messages the AI Assistant sends on your behalf.

You can view messages for upcoming, current, and past bookings, but past conversations are available only for a limited period after checkout. Guests may also contact you by email or phone outside Holidu. Channel-based messages always remain visible in your Holidu inbox.

Using the AI Assistant

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

1. Open Manage settings using the gear icon in the Messages header.
2. Review the topics, such as property information, points of interest, guest arrival, online check-in, property issues, special requests, and check-out.
3. Set each topic to AI Assistant or Host. To change everything at once, use Set all to AI Assistant or Set all to host.

Your settings apply to all conversations, both existing and new, until you change them. If you reply to a message yourself, the AI pauses for that conversation so you can take over. If the AI cannot answer a question on a topic you assigned to it, the conversation is passed to you.

Some topics always go through Holidu directly. These include bookings, payments and disputes, complaints, safety and legal matters, and account questions. You cannot change this setting.

Using Scheduled Messages

Scheduled messages save time by sending the same information to every guest at the right moment. To set them up, go to Messages and then Scheduled Messages in the left menu. Once configured, check-in details and access codes are sent automatically for each booking.

Frequently asked questions

How do I access the Guest Messaging Inbox?

Select Messages and then Inbox in the left navigation menu of the Holidu web app.

Is Guest Messaging included in my account?

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

Which channels are supported in the Inbox?

The Inbox supports conversations with guests from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings.

What does the AI Assistant do?

The AI Assistant automatically answers common guest questions, such as check-in information and local recommendations, using the context of your property.

Can I choose which questions the AI Assistant answers?

Yes. Open Manage settings using the gear icon in Messages and set each topic to AI Assistant or Host. Your choice applies to all conversations, so you only need to set it once.

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

Yes. Tell the AI what you want, for example "stop the AI from answering property issues." It updates your settings and confirms 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 for you, so you always know what has been said in your name.

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 Customer Service?

The Holidu Customer Happiness team can join the conversation when needed. Click the support button at the bottom right corner of the screen to reach them.

Can I message guests about manual calendar blocks?

No. Messaging is available only for actual bookings.

Summary

• The Inbox brings all booking channels together in one place.
• The AI Assistant handles routine guest questions around the clock, and you choose which topics it covers.
• Scheduled messages send check-in details and access codes automatically.
• You receive a notification for every new message, including those sent by the AI Assistant.
• For further questions, contact Holidu support.