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 tool that centralizes all your guest conversations from multiple booking platforms into a single inbox. It includes three main features designed to streamline your guest communication and save you time:

• Inbox — Access messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings in one unified thread
• AI Assistant — Automatically answer common guest questions 24/7, such as check-in details, WiFi information, and local directions
• Scheduled Messages — Send check-in instructions, access codes, and arrival information automatically for every booking

Where to Find Guest Messaging

Accessing Guest Messaging is simple. Follow these steps:

1. Open the Holidu web app
2. In the left navigation menu, click Messages
3. Select Inbox to view all guest conversations

From the Messages section, you can also access Scheduled Messages by selecting the corresponding tab.

How to Use the Inbox

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

Finding and Managing Conversations

Each booking appears as a single conversation thread, regardless of which channel the guest used to contact you. This means all messages from the same guest — whether they came through Airbnb, Booking.com, Vrbo, Holidu, or a direct booking — are organized together for easy reference.

Sending Messages

To send a message to a guest:

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

Your message will be delivered to the guest through the same channel they used to contact you.

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 makes communication more accessible.

Viewing 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 so you have full visibility of all communication with your guest.

Working with the AI Assistant

The AI Assistant automatically responds to common guest questions at any time of day. If you'd like to take over the conversation manually, simply start typing a message or select the pause option in that thread. This pauses the AI so you can provide a personal response.

Receiving Notifications

Notifications for new or urgent messages are delivered via push, email, or SMS, depending on your account settings. This ensures you never miss an important message from a guest.

AI Assistant Feature

The AI Assistant is designed to handle routine guest inquiries automatically, freeing up your time to focus on more complex matters.

What the AI Assistant Does

The AI Assistant answers common guest questions 24/7, including:

• Check-in information and procedures
• WiFi passwords and connectivity help
• Local directions and recommendations
• General property questions

All responses are informed by the local context of your property, ensuring guests receive relevant and accurate information.

Managing the AI Assistant

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

1. Click on Manage settings in the conversation thread
2. Disable the AI option

Alternatively, when you start typing a message in a conversation, the AI automatically pauses to let you take over with a personal response.

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 your communication workflow by sending important information at optimal times.

Accessing Scheduled Messages

To set up or manage scheduled messages:

1. Go to the left menu in the Holidu host portal
2. Select Messages
3. Choose Scheduled Messages

Using Scheduled Messages

You can schedule messages such as:

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

These messages are sent automatically at the times you configure, ensuring guests receive critical information without requiring manual intervention.

Collaborator Access

Multiple people can access and manage guest messages from the same property. 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 from supported booking channels will appear here.

Is Guest Messaging included in my account?
Yes — Guest Messaging is included for all hosts at no additional cost. It's a core feature of your Holidu account.

How do I access and configure scheduled messages?
Go to the left menu in the Holidu host portal and select Messages > Scheduled Messages. From here, you can create and manage automated messages for your bookings.

Inbox and Messaging

Which channels are supported?
Guest Messaging supports conversations from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings. All messages are consolidated into a single inbox.

Can I view messages for past bookings?
Yes — you can view messages for upcoming, current, and past bookings for a limited period after checkout.

Will every guest message appear in Holidu?
All channel-based messages from supported booking platforms are automatically synced to your Holidu inbox. However, if guests contact you outside these platforms (via email or phone), those messages won't appear in Guest Messaging.

Can I message guests for manual calendar blocks?
No — Guest Messaging is only available for actual bookings. You cannot use this feature to contact guests during periods when your calendar is manually blocked.

AI Assistant

What does the AI Assistant do?
The AI Assistant automatically answers common guest questions 24/7, such as check-in information, WiFi help, and local recommendations. Responses are informed by the local context of your property.

How accurate are AI responses?
The AI is trained to handle routine, predictable questions with high accuracy. For complex or property-specific queries, you can pause the AI and respond personally.

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 — a global setting is not available.

Notifications and Support

How will I know if there's a new message?
Notifications are sent via push, email, or SMS based on your account settings. You'll be alerted whenever a new message arrives or when the AI needs your input.

What if a message needs Customer Service support?
The Holidu Customer Happiness team can join conversations when needed. Click the support button at the bottom right corner to reach out, and our team will assist you 7 days a week in your language.

Collaboration

Can multiple people use Guest Messaging?
Yes — hosts and assigned collaborators can access and respond to guest messages from the same property inbox.

How do I add or remove collaborators?
Manage collaborators in your property settings within the Holidu platform. Remember to specifically enable guest conversation access for each collaborator.

Key Takeaways

• Guest Messaging unifies conversations from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings into one inbox
• The AI Assistant answers routine questions automatically 24/7, saving you time
• Scheduled Messages send check-in details and access codes automatically
• Automatic translation makes communicating with international guests easier
• Hosts and authorized collaborators can share access to the same inbox
• You control when the AI responds — pause it anytime to take over personally
• Notifications keep you informed of new messages and when manual input is needed
• The Holidu Customer Happiness team is available for conversations requiring human support

For additional questions or support, contact the Holidu Customer Happiness team through the support button in your host portal.