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 platform that consolidates all guest conversations from multiple booking channels into a single, easy-to-manage inbox. It includes three main features to streamline your guest communication:

• 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 Guest Messaging in Holidu:

1. Open the Holidu web app and log in to your host account
2. In the left navigation menu, click Messages
3. Select Inbox to view all guest conversations

How to Use the Inbox

Accessing Your Conversations

The Inbox displays all guest conversations in organized threads. Each booking appears as a single conversation thread, regardless of which channel the guest booked through — Airbnb, Booking.com, Vrbo, Holidu, or a direct booking.

Sending Messages

To send a message to a guest:

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

Using Automatic Translation

Guest Messaging includes a built-in translation feature. Simply compose your message in your preferred language, and it will automatically appear to your guest in their language where possible. This removes language barriers and ensures clear communication with international guests.

Message History and Visibility

You can view messages for upcoming, current, and past bookings for a limited period after checkout. All channel-based messages are synced automatically, so you never miss a conversation — regardless of where the guest originally contacted you.

Scheduled Messages

Scheduled messages, such as check-in instructions and access codes, are sent automatically by the system at the appropriate time. These messages also appear in the conversation thread for your full visibility and reference.

Using the AI Assistant

The AI Assistant works around the clock to handle routine guest inquiries automatically. It responds to common questions such as check-in information, WiFi details, local directions, and other frequently asked questions informed by your property's specific context.

How the AI Assistant Works

The AI Assistant monitors incoming guest messages and provides responses to common questions without requiring your input. This saves you time by handling repetitive inquiries 24/7, allowing you to focus on more complex or personal guest interactions.

Pausing or Controlling the AI Assistant

You have full control over the AI Assistant. To pause or turn off AI responses for a specific conversation:

1. Open the conversation thread
2. Click Manage settings in that conversation
3. Disable the AI Assistant

Alternatively, simply start typing a message in the conversation, and the AI will automatically pause to let you take over. This ensures you can switch to manual responses whenever you prefer.

Note: Currently, the AI Assistant can only be paused for individual conversations. A global setting to disable the AI Assistant across all conversations is not available.

Scheduled Messages Feature

Scheduled Messages automate routine communications with guests. This feature allows you to set up messages that are sent automatically at specific times, such as:

• Check-in instructions
• Access codes and entry details
• Arrival information and welcome messages
• Custom reminders for guests

To access and configure scheduled messages, go to the left menu in the Holidu host portal and select Messages > Scheduled Messages.

Notifications

Notifications for new or urgent messages are delivered via push, email, or SMS, depending on your account settings. You can customize how and when you receive alerts, ensuring you stay informed without being overwhelmed. Notifications will alert you when manual input is required or when the AI Assistant needs your attention.

Collaboration and Sharing Access

Multiple people can access Guest Messaging through collaboration features. Hosts and assigned collaborators can view and respond to guest messages from the same inbox.

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 will be displayed in organized threads.

Is Guest Messaging included in my account?

Yes — Guest Messaging is included for all hosts at no additional cost. You can start using it immediately without any setup fees or paid upgrades.

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 create and manage automatic messages for your guests.

Inbox and Channel Support

Which channels are supported in the Inbox?

Conversations with guests from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings are all supported. All messages appear in a single unified inbox regardless of booking channel.

Can I message guests for calendar blocks?

No — messaging is only available for actual bookings. You cannot use Guest Messaging to contact guests about calendar blocks or unavailable dates.

Will every guest message appear in Holidu?

All channel-based messages are synced into your Holidu inbox automatically. However, if guests contact you outside the platform via email or phone, those messages will not appear in Guest Messaging. To ensure all communication is captured, encourage guests to message through your booking platform.

AI Assistant Features

What does the AI Assistant do?

The AI Assistant automatically answers common guest questions 24/7, such as check-in information, WiFi passwords, local recommendations, and directions. It is informed by your property's specific location and context, providing relevant and accurate responses.

How do I pause or turn off the AI?

Click on Manage settings in a conversation and disable the AI. Alternatively, send a message in the conversation and the AI will automatically pause to let you take over. Currently, the AI Assistant can only be paused for individual conversations, not globally across all conversations.

Can I customize what the AI Assistant responds to?

The AI Assistant is designed to handle common inquiries automatically. For specific customization needs or to restrict certain types of responses, contact Holidu support for further guidance.

Notifications and Alerts

How will I know if there is a new message?

Notifications are sent via push, email, or SMS based on your account settings. You will be alerted whenever you receive a new message or when manual input is required for a conversation.

Support and Assistance

What if a message needs customer support?

If a conversation requires assistance beyond your scope, the Holidu Customer Happiness team can join the conversation when needed. Click the support button at the bottom right corner of the Inbox to reach out. The team is available 7 days a week, in your language, to provide further assistance.

Key Takeaways

• Unified inbox consolidates messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings
• AI Assistant handles routine questions automatically, 24/7
• Scheduled messaging and automatic translation are included
• Hosts and collaborators can share access to the same inbox
• Full message history is available for upcoming, current, and past bookings
• You maintain complete control over the AI Assistant — pause it anytime to take over conversations
• Holidu Customer Happiness team is available for conversations that need human support

For further questions or technical support, contact the Holidu Customer Happiness team.